World Retail Banking Report 2021

World Retail Banking Report 2021

Retail banking industry is facing a VUCA (Volatile, Uncertain, Complex, and Ambiguous) environment and the pandemic has intensified the issues, resulting in higher costs and lower incomes. Dwindling profitability and stagnating customer base are forcing banks to move towards cost rationalization and digitization. This journey is stirring confusion resulting in a widening gap between customer expectations and banking priorities.

The World Retail Banking Report 2021 explores the next phase of banking evolution – a transformative shift in the Open X ecosystem – which will make banks enablers and help them invisibly embed banking in customer lifestyles, unlocking new sustainable value. Banks will enter a new era of ‘Banking 4.X’.

In this new dimension, banks need to let go of their “lone wolf” approach and embrace platform-based models as well as ecosystem capabilities to innovate together for faster & better outcomes. Banks can retain and increase value through experiential banking, where hyper-personalization, branch transformation, and building an engaging digital layer play pivotal roles.

For details about the World Retail Banking Report 2021, visit, follow #WRBR21, or contact us at

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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


Open Ecosystem Bank Products & Services Transformation Digital/Mobile channels Operations/New processes Business strategy/Model
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