凯捷：2024年情感连接的艺术-零售金融机构个性化客户体验驱动的增长战略研究报告（英文版）（24页）.pdf

1、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 pur

2、suing 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 infl

3、ationary 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

4、 this transformative journey.Capgeminis 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 pe

5、rsistent 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

6、 Banking Report 2024,and our transformation build,run and operate experience 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 grati