The Customer-Engagement Imperative – What Banks Can Learn from The Fintech Playbook

Retail banks are currently lagging in their ability to offer true omnichannel experiences as customers pivot to competitors that offer more personalised experiences, according to the World Retail Banking Report 2022 (WRBR) published by Capgemini and Efma. The study covering 8,051 respondents globally revealed that 75 per cent of customers surveyed are attracted to fintech firms' cost-effective and seamless services, which has significantly raised their digital banking expectations. Customers want rewarding and engaging experiences that are easy and approachable, it mentioned.

Link for the report: https://worldretailbankingreport.com/pdf/Capgemini_WorldRetailBankingReport_042022.pdf