Amplify value in the Banking 4.X era by hyper-personalizing engagements

Customers are frustrated by friction across channels and demand a truly omnichannel experience. Harvesting customer behavior to hyper-personalize engagements will be the key to the success of Banking 4.X. Building an overarching digital and technology-agnostic CX layer will offer a consistent, secure, and superior experience across the banking ecosystem.

Frictionless CX is still a long shot

The days of putting CX on cruise control have come to a screeching halt, due to COVID-19. All along, new-age players have demonstrated that the way products and services are delivered can be as valuable as the offerings themselves. Interactions evolved quickly, sparked by pandemic catalysts. And now, frustrated customers demand empathic, integrated, on-demand, and intelligently personalized interactions.


Banks are struggling to deliver frictionless CX

World Retail Banking Report 2021

The World Retail Banking Report 2021 from Capgemini and Efma explores an era where banking is invisibly embedded within customer lifestyles to provide a sustainable, experiential customer journey. Discover how implementing BaaS platform models to unlock the value of open ecosystems and harvesting customer behavioral data to provide hyper-personalized engagement will be the key to success for banks.

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