2025年世界零售银行报告

Spin the customer centricity flywheel 06 18 04 Table ofcontents Craft card journeys thatearn a“Heck, yeah!”from bank customers Foreword Executive summary 08 05 36 Swipe right, ignite card love Win the hearts (and wallets) ofdigital-first urbanites Executive steeringcommittee 52 54 Partner with Capgemini Conclusion 53 Methodology Rethinking card strategies fortoday’s banking landscape banking experiences. As a result, profitable doors are opening for agileand fully digital FinTechs and new-age players with reputations forcustomer-focused solutions. The challenge and the opportunity lies in creating unforgettablecard journeys that resonate with today’s discerning customers. TheWorld Retail Banking Report 2025 explores the power of customer-centric flywheel growth model, emphasizing the strategic alignmentof targeted media outreach and card portfolios tailored to specificcustomer needs and aspirations. Bank executives (88%) across theglobe rank an expanding reward ecosystem as the most effective way toboost engagement and delight customers. The first quarter of 2025 is about to wrap up with the global economyshowing modest growth while confronting uncertainty. Geopoliticaltensions and policy unpredictability remain significant risks causingbusinesses to re-evaluate operations and supply chains. Thesemacroeconomic headwinds coincide with a competitive retail bankinglandscape that demands a fundamental reassessment of traditionalstrategies. Today’s customers, expect seamless, personalized digitalexperiences and demand value at every touchpoint. This presents asignificant opportunity for digitally savvy players. Foreword It’s no longer enough to have a digital presence; banks mustcultivate a seamless, personalized experience that attracts,engages, and delights digital-first urban customers. Capgemini’sWorld Retail Banking Report 2025, our 21st edition, delvesinto the critical role of card products within this dynamic environment.While cards remain a powerful gateway for customer acquisitionand engagement, the rules have changed. Our research found thatwhile73%of credit customers are motivated by access to exclusiveexperiences, rewards, and cashback offers, three-quarters (74%) areindifferent or outright dissatisfied with their current card experience.The banking landscape is undergoing disruption driven by the riseof contactless and remote payment options. Seamless and instantaccount-to-account (A2A) payments are at the forefront of this shift,with payment executives suggesting they could upend 15-25% offuture card transaction volume growth. In a world saturated with digital noise, cutting through the clutter, anddelivering genuine value is essential. I hope you find our actionableinsights and strategic retail banking frameworks helpful as you navigatethe current turbulence and build sustainable growth. By embracinginnovation and prioritizing customer experience, we are convinced thatresilient banks will thrive. Today, cards are a full-fledged financial companion and are oftenthe sole banking service carried and daily used by consumers. Retailbanks are struggling to convert prospects into customers, particularlydigital-first populations increasingly dissatisfied with traditional Kartik Ramakrishnan CEO Financial Services, CapgeminiMember of Group Executive Board Executive steering The executive steering committee participants for our World Retail Banking Report 2025 included top executives from leading banksand industry partners. We are grateful for their time, experience, and vision as they helped guide our report’s content. FinTechs and banking education Technology leaders Banks Adi SharmaHead of ProductONE Rohit BhatManaging Director,Financial Services,Google Cloud Elisabeth Quellec Director of the Retail BankingDivision and Member of theBoardCrédit Mutuel Arkéa committee Helene PanzarinoAssociate, The LondonInstitute of Banking & FinanceUK and MENA Jose ThomasVice President,Financial ServicesAdobe Simon Puckering Head of Digital and Innovation,Wealth and Personal BankingHSBC Laurent Loncke Director Retail BankingBNP Paribas Fortis Win the hearts (and wallets)of digital-first urbanites 74% The retail banking landscape is evolving faster than ever withtechnological advancements and changing customer expectations.Traditional branch models are being replaced by smart-financialecosystems that leverage mobile banking, artificial intelligence (AI)and generative AI, data analytics, and cross-industry collaborationto provide seamless, personalized experiences that go beyond whatwe would traditionally associate with banking. New-age players haveemerged as trusted institutions, excelling at acquiring and engagingtech-savvy urban clients through customer-focused solutions. Atthe same time, the growth of instant payments and digital wallets istransforming the payment landscape and putting pressure on banks’traditional revenue streams. Customers are indifferent oroutright d