World Retail Banking Report 2015

World Retail Banking Report 2015

As banking customers are lured away by new players, with their attractive digital value propositions, agility, and ability to invest, the World Retail Banking Report 2015, by Capgemini and Efma, explores customer experience globally, the likelihood for customers leaving their bank and why the middle and back office are critical to delivering engaging and dynamic customer experiences. Transforming front-end transactions and channels has been the priority for most banks, but keeping pace as digital continues to ‘up the customer engagement game’ is a challenge Analyzing data and transactions throughout the customer journey, is just one way new players stay one-step ahead of their banking counterparts. Today, banks are forced to deliver great user experiences with legacy, middle and back-office engines that can’t possibly keep up. The report examines the essentials required to improve middle and back-office agility for more dynamic customer engagement, mitigating flight risks and increasing profitability and is based on one of the industry’s largest customer experience survey with responses from 16,000 customers across 32 countries and in-depth executive interviews. For more information, visit our website at Get the results of this study at the Customer Summit on 15-16 June 2015 in Amsterdam and debate live with the market experts who produced the report.

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Previous editions

World Retail Banking Report 2020

03 June 2020

World Retail Banking Report 2019

29 October 2019

World Retail Banking Report 2018

20 September 2018


Fintech back office Customer experience Customer service Bank Products & Services