Studies & Reports

What if…we lived in a 5G world?
Special Edition Efma, September 2019
Now, as we are on the cusp of a new digital era, businesses worldwide are highly anticipating 5G’s arrival and the far-reaching opportunities it will bring.When and where will 5G launch? What impact…

Keywords : Technology

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Africa: Delivering service excellence in a digital world
Voice of the Members Efma, August 2019
As many African banks compete to be the first to provide fully digital banking services to customers, they must endeavor to deliver an excellent customer experience. With mobile penetration accelerating…

Keywords : Transformation , Digital/Mobile channels , Bank Products & Services

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How Alior Bank excels in product design
Champion Series Efma, July 2019
Alior Bank is an Efma member that has always impressed us for its ability to innovate and create new products that fit well with customers’ needs. Many companies operating in the digital space like…

Keywords : Innovation , Bank Products & Services , Business strategy/Model

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Insurtechs: How health techs are revolutionizing the insurance industry
Digest Efma, June 2019
The insurance industry is undergoing a profound transformation as health techs continue to enter and grab an increasing share of the market. These new players’ innovative approach and use of technologies…

Keywords : Health insurance , Fintech , Insurance Products & Services , Internet of things , AI/Robotics

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Innovative trends in retail banking 2019: The return of the human element
Study Accenture, June 2019
The Banking Innovation Awards is a joint initiative from Accenture and Efma introduced in 2012 to identify and appraise the most innovative projects in Retail Banking at global level. The sixth edition…

Keywords : Digital/Mobile channels , Workforce management , Customer experience , Customer loyalty , Customer service , Innovation , Bank Products & Services

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World FinTech Report 2019
Study Capgemini, June 2019
The World FinTech Report (WFTR) 2019 from Capgemini and Efma explores how the future is moving to a shared marketplace where banks must think beyond open banking and transition to an impending phase we…

Keywords : Fintech , API/Open banking , Digital/Mobile channels , Bank Products & Services

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Efma Insurance Review 2019
Regional review Efma, May 2019
It’s been a stimulating year to work in the insurance sector as the industry’s transformation continues to build momentum. During 2018, insurance companies implemented disruptive and strategic…

Keywords : Insurance Products & Services , Business strategy/Model

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World Insurance Report 2019
Study Capgemini, May 2019
Rapidly evolving environmental, technological, social, and business factors are transforming the insurance landscape by sparking new risks or driving change within existing threats. The World Insurance…

Keywords : Insurance Products & Services

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SME Banking: Cracking the small business ecosystem
Digest Efma, April 2019
Operating across the entire spectrum of industries, small and medium-sized enterprises (SMEs) have a variety of unique and complex business needs. But one thing they share is a need for easy access to…

Keywords : Bank Products & Services , API/Open banking , Business strategy/Model , SME/Corporate

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Use your contact center to deliver great banking customer experience
Study Forrester, April 2019
We surveyed and interviewed executives at retail banks to understand the state of contact centers and customer service in retail banking. This report examines the findings from our survey and interviews…

Keywords : Customer experience , Digital/Mobile channels , Customer service , Contact centre

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Efma reports

With more than 30 reports published yearly, co-written with leading consulting and IT partners (Efma associate members), we offer a snapshot of market trends for you to get inspired through winning strategies developed on other continents.

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