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— April 2022

The world RETAIL banking report 2022

The Customer Engagement Imperative:
What banks can learn from the FinTech playbook

While banks have plenty of data to deliver these experiences, most lag their FinTech and Big Tech competitors. The challenge is that it’s hard to get there from where many banks are today. Highlights from the Capgemini and Qorus World Retail Banking Report 2022:

  • Banks that meet changing customer expectations with personalized experiences that are fun, engaging and omnichannel can increase acquisition, engagement and loyalty and keep pace with agile Fintech competitors.
  • Incumbent institutions should invest in big data analytics and AI/ML solutions to orchestrate omnichannel customers’ journeys that provide relevant messages and offers based on their customers’ real needs and preferences.
  • CMOs have become customer strategists, using data-driven insights to design hyper-personalized, automated experience to drive growth.
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— Webcast

The customer engagement imperative: What banks can learn from the FinTech playbook

Gareth Wilson, UK Banking and Capital Markets business lead, Capgemini & Elias Ghanem, Vice President and Global Head of Capgemini Research Institute for Financial Services, reflect on the growth of digitalization across the industry and a shift in customer needs, while discussing how data and AI/ML technologies can create superior customer experiences that drive growth.

Replay

— Webcast

World Retail Banking Report Webcast

Watch the exclusive presentation of the World Retail Banking Report 2022 as the following invitees joined us to discuss the future of retail banking industry in the FinTech era.

  • Christin Brown, Global Financial Services Strategy and Solutions Lead, Google Cloud
  • Sabrina Fox, Director of Customer Delivery, Bank of Ireland
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