World Banking Report 2013

One of the biggest problems facing retail banks today is their inability to stand out in an increasingly commoditised and competitive marketplace. Few banks are forging innovation in developing new products. Nor are they connecting with customers in a personalised way as the role of the branch continues to diminish. And new delivery channels, while offering convenience, have created an inconsistent and disjointed experience for many customers. More than ever, banks have a need to decipher the customer experience to better understand the drivers of positive outcomes. Download this report to gain insights on identifying and measuring success in retail banking and the five core elements that are essential to helping banks re-create stronger customer relationships.