World Retail Banking Report 2015


Banks are undergoing a global stagnation that is translating into a flight riskfor customer and opening the doors to competitors, according to Capgemini’s 2015 Global Retail Banking Report. Drawing on one of the industry’s largest customer experience surveys – including responses from more than 16,000 customers in over 32 countries as well as in-depth executive interviews – the study reveals a startling reality for banks. While they have invested heavily in digital technologies at the front-end and channels, they have simultaneously failed to keep pace with digital engagement against steadily growing customer expectations.