凯捷金融服务2025年趋势-零售银行业务（英）

January 2025 The Capgemini FS Top Trends 2025 span three broad themes The Capgemini FS Top Trends in the Banking sector by sub-domain (1/2) The Capgemini FS Top Trends in the Banking sector by sub-domain (2/2) Retail Banking Top Trends 2025 – Priority Matrix Omnichannel experience:Omnichannel customer journeys boost experiences acrossdigital platforms, contact centers, and branchesFinancial literacy:Financial literacy and personal budget apps boost customer confidenceand promote financial inclusionNext-gen banking:Retail banks set their sights on youth, the prime target of new-ageplayers, to secure long-term customer lifecycle growthOperational resilience:Digital operational resilience will remain crucial for regulatorycomplianceRegTech for compliance:Intelligent RegTech solutions will reduce compliance costs andtimelines, as retail banks face escalating risksDeposit growth:Deposit growth continues to be a retail bank priority along withlowering funding costsOnboarding efficiency:Onboarding efficiency remains critical as retail banks embracedigital identity management for seamless onboardingAI for efficiency gains:Artificial intelligence will drive productivity by reimaginingcustomer and employee journeysESG product strategy:Banks will implement intelligent ESG product strategies andsolutionsLeveraging open finance:Open finance regulations clear a path for retail banks todevelop a 360-degree customer footprint13254768910 Capgemini’sPriority Matrixoutlines our assessment of the impact of 2025 trends on operating environments facing: Softening inflation and high interest rates,coupled with stagflation trendsGeopolitical instabilityDynamic regulatory activity Intense competition and increased focus on customercentricity due to the impact of new-age playersOperational cost overruns and high capital lock-in Trend 1Omnichannel experience Customer FirstDigitalized customer journeys boost experiences across digital platforms, contact centers, and branches Background Customer journeys across multiple channels often involve digital and physical interactions. Siloed channeloperations can createfrictionandhinder seamless customer experience(CX). 60%of customers surveyed for the World Retail Banking Report 2024 said theirbank’s self-service chatbotexperiencewasaverage.1The same report revealed that only32% of customersweresatisfiedwith their bank’scustomer contactcenterexperience.1 Impact By transitioning from asiloed multichannelto anend-to-end omnichannelcustomer interaction strategy,banks can offer seamlessstart-anywhere-finish-anywherecustomer journeys.Omnichannel customer journeysenable banks to collect and leveragecross-channel customer insightstotailor offeringsandinteractionsto each customer’s preferences.By activelyunderstandingandmapping customer journeys across various channels, retail banks canidentifyandaddress pain pointstoenhance CX. In turn,improved customer experiencecan foster greatercustomer loyalty. Trend 1Omnichannel experience Customer FirstDigitalized customer journeys boost experiences across digital platforms, contact centers, and branches RBC Royal Bank To get new client relationships off to asmooth start, RBC Bank offers aninterconnected omnichannel clientacquisition ecosystem. This strategyseamlessly integrates physicalanddigitalchannels, enabling new customers toinitiateandcompletetheaccount openingprocessthroughtheirpreferred channel.1 NatWest NatWest launched an upgraded digitalassistant,Cora+,in mid-2024 to enhance itsomnichannel service offerings. Cora+ allowscustomers totransition seamlessly fromchatbot interactions to live customer-service agents, ensuring a cohesive cross-channel experience.2 Trend 2Financial literacy Customer FirstFinancial literacy and personal budget apps boost customer confidence and promote financial inclusion Background As banking shifts todigital platforms, consumers are frequently required to make financial decisionsindependently. Yet, a 2024 Capital One survey revealed that only about55% of Americans aredigitally financially literate, scoring high in both digital literacy and financial literacy.1Increasingly, global regulators expect financial institutions to prioritize customer outcomes. In the UK, forexample, the Financial Conduct Authority’sConsumer Duty regulationmandates that firms ensure customers’full comprehension of the financial products and services they purchase.2The Capital One survey also revealed that45% of US consumersprefer tomanage their finances through amobile app.3 Impact Financial education informs bank customer behavior, resulting inimproved credit scoresandless high-risk borrowing.Financial literacy initiatives can helpretail banks boost cross-selling. Ascustomers develop a betterunderstanding and greater confidence in financial products such as investments and insurance, banks caneffectively cross-sell these offerings.As the financial services industry undergoes digital transformation,retail