凯捷（Capgemini）：2026年银行业热门趋势报告（英文版）（31页）.pdf

1、Capgemini Financial ServicesTop Trends 2026BankingJanuary 2026RESEARCH INSTITUTEScan to exploreScan to exploreA qr code on a white backgroundAI-generated content may be incorrect.Company Confidential#FinancialServicesTrends2026 Capgemini 2025.All rights reserved.2Our banking top trends span three in

2、terconnected imperativesSources:1.FIS Global:Consumers Leaning on Social Media for Financial Advice,Giving Banks an Opportunity to Avoid a Generational Trust Cliff;2.LSEG:Financial crime compliance:unpacking key risks and challenges;3.Capgemini World Wealth Report 2025 Relationship Manager Survey;4.

3、SAS:Future of Intelligent Banking:AI,Risk and Innovation in 2025;5.Capgemini World Retail Banking Report 2025;Capgemini Research Institute for Financial Services analysis,2025.Customer engagementCustomer demographics are evolving As 36%of millennials are learning about finance on social media,and fi

4、rms are struggling to engage1 With millennials being 5x more likely than baby boomers to switch banks1to achieve Implementing agentic AI to transform customer contact centers Using gamified,mobile-first platforms to engage younger customers Leveraging AI-powered loyalty programs to develop personali

5、zed offers and servicesand firms are connecting with them by Improved customer satisfaction rates Increased cross-selling revenue growth Stronger customer loyaltyTechnological innovationMarket trends are evolving rapidly With 59%of retail bank executives concerned about rising identity fraud4 As 77%

6、of payment execs see disruption to debit cards as the volume of instant payments grows5 AI-powered detection engines to enable faster threat detection Fintech partnerships for scaling payment acceptance AI-driven merchant platforms for global payment expansion Faster threat responses Enhanced custom