Capgemini-客户联系的艺术-如何为零售金融机构创造难忘的体验并推动增长（英）

The art of customer connectionHow to create memorable experiences and drive growth for retail financial institutionsTable of contentsForewordExecutive summaryWhat financial institutions must understand about their customersThe critical challenge: Aligning strategy with customer needsA roadmap for pursuing a customer-centric strategyConclusionMeet the expertsDiscover more2The art of customer connectionPHOTOForewordIn the dynamic and challenging landscape of retail banking, the year 2024 presents a crucial opportunity for financial institutions to embrace customer centricity. As banks navigate inflationary pressures, potential rate cuts, and the rise of digital-native competitors, delivering personalized and seamless banking experiences becomes paramount.This report delves into the essential strategies for enhancing customer centricity, offering insights and recommendations to guide banks through this transformative journey. Capgemini’s extensive industry experience underscores the significant impact of a customer-focused approach on long-term growth and success. Our comprehensive study, conducted across financial institutions in the United States, United Kingdom, and Canada, sheds light on the persistent challenges organizations face in their efforts to prioritize customer needs. Despite a clear recognition of the importance of customer centricity, many institutions still encounter hurdles in executing this vision effectively. Through our extensive research, including the Capgemini World Retail Banking Report 2024, and our experience in building, running, and operating transformations over the years, we have been able to delve deeper into the importance of crafting memorable experiences to drive customer centricity, and where retail financial institutions should prioritize their efforts. We extend our gratitude to all participants in our study and hope this report serves as a valuable resource, providing actionable insights to help banks navigate the path toward a more customer-centric future. The potential benefits for both financial institutions and their customers are substantial, paving the way for a more innovative and customer-focused era in retail banking.Chandramouli VenkatesanHead of Digital Front Office Transformations, Banking and Capital MarketsPatrick BucquetHead of Capgemini Invent, Financial Services, North America Sarah HobdayGlobal Head of frog, Financial Services3The art of customer connectionPHOTOExecutive summaryIn a business like retail banking which emphasizes on being more product oriented generally, the secret to differentiation and growth lies in building long-term customer relationships using data-driven insights that drive the deep understanding to help make the shift from transactional to emotional. Financial institutions (FIs) increasingly recognize the value of putting customer needs at the center of strategy but often struggle to execute on that vision. In our latest research, 71% of industry executives surveyed