{"id":744006,"date":"2025-03-11T06:00:00","date_gmt":"2025-03-11T06:16:31","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=press-release&#038;p=744006"},"modified":"2025-03-11T01:16:33","modified_gmt":"2025-03-11T06:16:33","slug":"retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed","status":"publish","type":"press-release","link":"https:\/\/www.capgemini.com\/us-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/","title":{"rendered":"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed"},"content":{"rendered":"\t\t<div class=\"wp-block-cg-blocks-hero-press-release\">\n\t\t\t<header class=\"header-hero-press-release\" role=\"main\" id=\"main-content-press-release\">\n\t\t\t\t<div class=\"container\">\n\t\t\t\t\t<div class=\"hero-press-release\">\n\t\t\t\t\t\t<div class=\"hero-press-release-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t<div class=\"col-12\">\n\t\t\t\t\t\t\t\t\t<div class=\"header-title\">\n\t\t\t\t\t\t\t\t\t\t<h1>\n\t\t\t\t\t\t\t\t\t\t\tRetail banks face a loyalty crunch as card experience leaves customers underwhelmed\t\t\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"header-description\">\n\t\t\t\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"header-date\">\n\t\t\t\t\t\t\t\t\t\t<span>Mar 11, 2025<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"hero-press-release-downloads\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6 col-lg-3\">\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"download-item\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/03_11_World-Retail-Banking-Report-Press-Release.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Opens in a new window\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-icon\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-title\">Download press release<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-props\">135 KB  pdf<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/header>\n\t\t<\/div>\n\t\t\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<ul class=\"wp-block-list\">\n<li><em>Only 26% of customers are satisfied with their cards experience<\/em> <\/li>\n\n\n\n<li><em>Nearly one-in-two prospective customers abandon onboarding due to a poor experience<\/em><\/li>\n\n\n\n<li><em>86% of executives plan to prioritize omnichannel experiences over the next 12 months to improve customer experience and build loyalty<br><\/em><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Paris, March 11, 2025 \u2013 <\/strong><strong>T<\/strong><strong>he <\/strong><a href=\"http:\/\/www.capgemini.com\"><strong>Capgemini<\/strong><\/a><strong> Research Institute\u2019s<\/strong> <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-retail-banking-report\/?utm_source=press%20release&amp;utm_medium=PR&amp;utm_campaign=World%20report&amp;utm_cre=&amp;utm_id=2025JAN27\"><strong>World Retail Banking Report 2025<\/strong><\/a><strong>, published today, reveals a critical shortcoming in how retail banks appeal to the demands of digital-native, urban clients between the ages of 18-45. According to the report, while 73% of these credit card customers are motivated primarily by access to exclusive experiences, rewards and cashback offers, three-quarters (74%) are currently indifferent or outright dissatisfied with their card experience.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Cardholders seek personalized experiences, but banks struggle to differentiate<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The banking landscape is undergoing significant disruption driven by the rise of contactless and remote payment options. Seamless and instant account-to-account (A2A) payments are at the forefront of this shift, with payment executives suggesting they could offset 15-25% of future card transaction volume growth<a href=\"#_ftn1\" id=\"_ftnref1\">[1]<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Today, cards are a full-fledged financial companion and often the only physical piece of the bank that consumers carry. In the report, most industry executives (88%) across the globe rank an expanding reward ecosystem as the most effective way of boosting customer engagement and essential for delighting customers. &nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">However, the research shows that not all rewards programs are translating into satisfied and loyal customers. Only 26% of cardholders are currently satisfied with their cards, 50% are indifferent, and 24% are outright dissatisfied. These results indicate that customer loyalty to their bank is likely to be low, and 74% of card customers are therefore a flight risk, with retail banks struggling to differentiate, despite access to extensive and robust data sources.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Banks\u2019 marketing teams cite intense competition from new-age banks and other card providers (83%), ineffective messaging and value propositions (72%), insufficient customer insights (66%) and a complicated application process (34%) as their biggest challenges.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201c<em>At a time where convenience and personalization dictate customer expectations, our research highlights the fragile state of cardholder satisfaction. Appealing to experience-driven urban consumers requires a culture reset that prioritizes customer centricity at every stage of the card journey \u2013 from awareness to onboarding to rewards<\/em>,\u201d said Gareth Wilson, Global Banking Industry Leader at Capgemini. \u201c<em>Contact centers represent the front line of engagement, shaping brand perceptions, yet they remain the industry\u2019s Achilles&#8217; heel. Banks have an opportunity to transform contact centers into intelligent engagement-focused hubs that \u201cwow\u201d customers.<\/em>\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Cumbersome processes lead to friction across the onboarding journey &nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Banks are missing out on a significant portion of potential customers, and revenue, simply because the onboarding process fails to meet expectations. Globally, nearly half (47%) of prospective customers, who have selected their card of choice, abandon the application process midway through due to a poor experience.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Meanwhile, only 3% of banks\u2019 marketing teams consider the customer onboarding process to be seamless. In the Americas, this figure is 6%, while in APAC it is 2%, and in Europe it is 1%. Some of the most considerable challenges they face include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>75% of customers often submit incomplete documentation, causing significant delays<\/li>\n\n\n\n<li>75% face delays in verifying customer identity<\/li>\n\n\n\n<li>61% are overwhelmed by the sheer volume of applications they receive due to the lack of automation<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Currently, less than a third (29%) of the data collection process during onboarding is fully automated using AI or generative AI (gen AI) technology. The potential for AI\/gen AI to alleviate these challenges is enormous with 41% of executives planning to prioritize digital onboarding and application processes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Intelligent contact centers can set the foundation for loyalty<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the realm of customer service, contact centers are critical to shaping a brand\u2019s perception. However, the report finds only 24% of customers enjoy a satisfactory experience during interactions. Many urban, digital-first, card seekers cite long wait times, inconsistent communication and a disconnect between digital channels and branch representatives as the source of their frustration.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Delivering a superior customer experience across all touchpoints and channels is essential for retail banks to serve the customer efficiently. This is substantiated by a majority (86 percent) of banking executives indicating plans to prioritize omnichannel experiences to boost client engagement over the next 12 months.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">By modernizing digital contact centers, banks can redefine their impact and handle high volumes of customer interactions, the report concludes, through:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Proactive outreach: 43% of customers contact agents to report lost or stolen cards, presenting an opportunity to use customer data to anticipate needs and deliver timely, relevant outreach.<\/li>\n\n\n\n<li>Real-time resolutions: 48% of customers seek help with card activation. Banks must be equipped with AI-driven self-service options to enable seamless updates and faster issue resolution across all channels.<\/li>\n\n\n\n<li>Sentiment-driven support: 65% of customers engage agents to dispute transactions. AI-powered sentiment analysis can interpret tone and intent to address dissatisfaction proactively and offer empathetic, tailored resolutions.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">To read the full report:&nbsp;<a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-retail-banking-report\/?utm_source=press%20release&amp;utm_medium=PR&amp;utm_campaign=World%20report&amp;utm_cre=&amp;utm_id=2025JAN27\">Attract, engage, and delight: Spin the customer centricity flywheel<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Report Methodology<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For this report, the Capgemini Research Institute surveyed 200 senior retail banking executives, 700 marketing team members from banks and 8,000 urban digital-native customers aged 18-45. These primary research sources cover insights from 11 markets: Australia, Brazil, Canada, France, Germany, Hong Kong, the Netherlands, Singapore, Spain, the UK, and the United States.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"#_ftnref1\" id=\"_ftn1\">[1]<\/a> <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-payments-report\/\">World Payments Report 2025, Capgemini<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<div class=\"wp-block-cg-blocks-cg-block-related-content\"><section class=\"relatedContentBlock\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"related-content-heading\">Related news<\/h2><\/div><\/div><div class=\"row relatedContent\"><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Read more about AI accelerates electricity demand, prompting a 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href=\"https:\/\/www.capgemini.com\/us-en\/news\/press-releases\/the-moment-of-ai-truth-for-property-casualty-insurance-trailblazers-see-21-higher-revenue-growth-while-broader-industry-lags\/\">Read more about<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div><\/div><\/div><\/section><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":208,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"The Capgemini Research Institute\u2019s World Retail Banking Report 2025, published today, reveals a critical shortcoming in how retail banks appeal to the demands of digital-native, urban clients between the ages of 18-45.","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/03_11_World-Retail-Banking-Report-Press-Release.pdf","related_resource_id":1109496,"related_resource_size":"135 KB","related_resource_type":"pdf","cg_author":0,"featured_focal_points":""},"tags":[],"press-release-type":[87],"brand":[],"class_list":["post-744006","press-release","type-press-release","status-publish","hentry","press-release-type-reports"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Retail banks face a loyalty crunch as card experience leaves customers underwhelmed - Capgemini USA<\/title>\n<meta name=\"description\" content=\"FacebookTwitterLinkedin Only 26% of customers are satisfied with their cards experience Nearly one-in-two prospective customers abandon onboarding due to\" 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