While fintech providers are making increasingly significant inroads with banking customers, the vast majority of banks admit they are not adequately prepared to manage this emerging fintech threat.
The World Retail Banking Report 2016 by Capgemini and Efma finds that while the global customer experience index improved by 2.9 points, it has failed to commensurately increase customer behaviors that lead to greater profitability. The report draws on one of the industry’s largest customer experience surveys including responses from over 16,000 customers across 32 countries as well as over 140 industry executives around the world. Visit our interactive website for the full story. Here you can use dynamic graphs to explore customer data from the report and dive deeper into key report topics such as fintech dominance or the digital banking ecosystem.
This year’s report focuses on how the fintech disruption is an industry game-changer as fintech providers attract referrals, new customers, and gain customer trust. Key report findings:
View key findings from the World Retail Banking Report 2016 with our infographic. Click below to view the full image.