This report shows how organizations are building the foundation for the new digital banking ecosystem. Improved customer experience but noncommensurate enhancement in profitable customer behavior 6 key findings 7 customer experience trends upward 8 positive customer experience levels make gains 9 profitable customer behaviors. A key regional player in west africa, nigeria accounts for about half of west africas population with approximately 202 million people and one of the largest populations of youth in the. Mar 02, 2016 we continued to work to empower our customers with tools that give them better insight into their finances, and products and services that make banking easier. Contents preface 3 executive summary 4 introduction evolving toward a digital banking ecosystem 5 chapter 1. The world retail banking report 2015 from capgemini and efma reveals weaker customer relationships and competitive threats from.
Today, the banking industry in our country is stronger and capable. The world bank group is preparing a new country partnership framework 20212025 with job creation and inclusion the core theme. For the full view into the expected banking trends, download the report. The report covers the present scenario and the growth prospects of the global retail banking market for 20162020. Technavios analysts forecast the global retail banking market to grow at a cagr of 6.
Jun 26, 2017 the world retail banking report 2017 details how apis offer a pathway toward open banking, where fintechs and financial institutions collaborate rather than compete to create customercentric solutions. Here you can view some of the insightful data from the report, and dive deeper into key report topics such as apis bridging the bankfintech gap, and how open banking is rapidly evolving. Within todays connected, digital environment, bank executives realize that customer satisfaction standards must stack up not. In short, the recovery from the crisis has been tepid, rather like the broader economy to which banking is closely tied. World retail congress high velocity retail the relevance. Bcg retail banking process performance benchmarking 2010. The world retail banking report from capgemini financial services and efma.
The world economic forum publishes a comprehensive series of reports which examine in detail the broad range of global issues it seeks to address with stakeholders as part of its mission of improving the state of the world. Four banks now dominate danish retail banking, and two of them, danske bank and nordea bank denmark, control over 50% of the. At a crossroads, retail banks must identify and prioritize core strengths 26 the. The common element is that all these players place the customer at the center of their value proposition. Customers expect digital innovation, but banks could go further. Bcg banking pools, our forecasting unit, forecasts a 5. World retail banking report 2017 capgemini worldwide. This world bank annual report covers the period from july 1, 2014 to june 30, 2015. Abstract the annual report is prepared by the executive directors of the international bank for reconstruction and development ibrd and the international development association idacollectively known as the world bank in accordance with the bylaws of the two institutions.
They may need to transform their value proposition to meet distinct, emerging customer needs. Customer expectations, technological capabilities, regulatory requirements, demographics and economics are together creating an imperative to change. Retail banking introduction retail banking is a banking service that is geared primarily toward individual consumers. Please refer to the data and insights gathered in this report as an aid in devising your strategic response in this increasingly competitive terrain. Banking in canada is widely considered one of the safest banking systems in the world, ranking as the worlds soundest banking system for six consecutive years 200720 according to reports by the world economic forum. The comprehensive survey data in this report, gathered from polls of 16,000 customers in 32 countries, as well as over 140 industry executives around the world, is designed to assist. We are making good progress in consumer lending, with consumerlending assets rising by eur 1. Indias financial regulators have helped build one of the worlds strongest banking and financial systems. World retail banking report 2015 from capgemini and efma. Overall, 2015 is set to be a pivotal year in global development aspirations. The 2015 annual report, entitled how the bank is driving change, not only presents the bnp paribas group, but also provides answers to questions in society on the role of banks. Despite low levels of trust and confidence in the banking industry, 59% of customers across 25 countries are satisfied or very satisfied with their banks, while only 4% are dissatisfied or very dissatisfied. The 12th annual world retail banking report by capgemini and efma.
More significantly, holdings was profitable for 2015. Banks need to get ahead of these challenges and retool to win in the next era. Socgen new world order pdf global banking and investor solutions. Insights on future trends in banking from industry leaders as well as research results from. In line with the iars theme, the report also addresses how future uncertainties and challenges could affect our strategy. Our global study of almost 33,000 banking customers across 18 markets found a striking change in behaviors and expectations. The research report also assesses how the introduction of. Their primary bank 16 2015 world retail banking report chapter2. Besides reports on its key events and standalone publications such as the global competitiveness report, the global risks report and the global gender gap report, the. The world retail banking report 2015 from capgemini and efma reveals. The 2011 world retail banking report addresses these challenges by establishing. World retail banking report how is world retail banking. Retail banking is of fundamental importance to consumers and businesses and to the uk economy as a whole.
Based on one of the industrys largest survey responses from over 16,000 customers across 32 countries and more than 140 indepth executive interviews, the report will examine the last trends in the retail banking industry. The world retail banking report 2016, by capgemini and efma, explores customer experience globally, the disruption and impact of fintechs, and how banking customers perceive them. It covers data up to end2016 from 29 jurisdictions, including luxembourg for the first time, which together represent over 80% of global gdp. To achieve a sustainable share of our challenger markets, we need to grow consumer lending and sme lending. As the world retail banking report 2018 wrbr from capgemini and efma reveals, the next wave in the industry will bring an ecosystem of banks, bigtechs, fintech firms, regulators, and developers as well as nonbanking firms.
Growth and innovation in african retail banking, in english pdf 5mb and french pdf 2mb. Key trends and implications for retail banking real estate. World retail banking report 2015 world retail banking report. Oct 19, 2018 as the world retail banking report 2018 wrbr from capgemini and efma reveals, the next wave in the industry will bring an ecosystem of banks, bigtechs, fintech firms, regulators, and developers as well as non banking firms. This is accompanied by insightful player positioning. First run in 2015, this global survey of merchants, retail banks, and billing organizations examines strategic plans and it investment trends, asking respondents. Bcg retail banking excellence benchmark rebex survey 2015 and 2019. Juniper researchs digital banking research report provides a fresh look at the banking market which is in a state of flux.
World retail banking report 2016 linkedin slideshare. The world retail banking report from capgemini financial services and efma visit site. The 2011 world retail banking report addresses these challenges by establishing a new framework for identifying and measuring success in retail banking. If you are thinking of expanding globally or want to optimise. In most regions of the world, the bank transformation imperative or as we have called it in the past, the imperative for bionic transformationsee last years report is coming at a time of improving conditions in the sector. The world fintech report from capgemini financial services and efma visit site. Retail banking challenges and latest trends in india measure depend upon the willingness of the banks to innovate and reform the ir business processes and structures for this cause. The new cpf will address government priorities and new challenges, utilizing global knowledge, financial resources, strong partnerships, and the banks convening power to help the people of egypt reap the fruits of their patience. Banking consumer study shows the need to go beyond digital. Jun 18, 2017 video highlights of the findings of the world retail banking report 20017 from capgemini and efma where the future of open banking using application programming interfaces apis is explored.
Although retail banking is, for the most part, massmarket driven, many retail banking products may also. Retail banking market investigation final report appendices 7. The 2017 world retail banking report, from capgemini and efma, explores how apis foster business and technology outcomes. The wealth reports from capgemini financial services. African retail bankings next growth frontier mckinsey. Apr 18, 2016 the world retail banking report 2016, by capgemini and efma, explores customer experience globally, the disruption and impact of fintechs, and how banking customers perceive them. Being the bank for a changing world means being aware of the changes affecting society, attuned to its concerns and committed to meeting its future needs. Growing our lending capabilities is a key element of ings retail banking strategy. Apis state of the market, open bank project and bank innovation, nov. World retail banking report 2016 7 key findings the capgemini customer experience index showed marked improvement in 2016, drawing momentum from almost all regions of the globe. Our banking consulting services are powered by deep industry experience and backed by a truly global presence. Providing granular detail on current payment preferences and trends in 30 countries its the perfect way to really make sure you are connecting with your consumers.
Figure 3 near term investment priorities 1224 months 40% 35% 30% 25% 20% 15% 10% 5% 0% mobile banking customer acquisition deposits, credit, investments regulatory. Video highlights of the findings of the world retail banking report 20017 from capgemini and efma where the future of open banking using application programming interfaces apis is explored. The world bank is helping to fight poverty and improve living standards for the people of nigeria with more than ibrd loans and ida credits since 1958. As this report goes to print, the eurozone crisis rumbles on or.
Released in october 2010, global finance magazine put royal bank of canada at number 10 among the worlds safest banks and torontodominion bank at number 15. The 2020 world retail congress will build on its high velocity retail theme by focusing on this new relevance agenda. World bank annual report 2015 english the world bank. In fact, as our colleagues first mentioned in the 2015 edition of this report, the industry is bogged down in a flat and uninspiring performance rut. Abstract the annual report is prepared by the executive directors of the international bank for reconstruction and development ibrd and the international development association idacollectively known as the world bankin accordance with the bylaws of the two institutions. We continued to work to empower our customers with tools that give them better insight into their finances, and products and services that make banking easier.
Though apis raise some security and privacy concerns, they are seen as crucial in allowing banks to take advantage of fintech ingenuity without. Improved customer experience but noncommensurate enhancement in profitable customer behavior 6 key findings 7 customer experience trends upward 8 positive customer experience levels make gains 9 profitable customer behaviors lag 12 summary 15. Unlocking pathways to greater customer loyalty 8 customers express conflicting sentiments toward banks 12 the need for a customer experience index 21 the growth of mobile banking2 5 chapter 2. Digital transformation takes more than just technology.
Changing customer demands may prompt shift in banking priorities. The world retail banking report 2015 from capgemini and efma reveals weaker customer relationships and competitive threats from nonbanks challenge retail bankers. Banks risk disintermediation if they do not carefully 1 choose their customerinteraction business model role, and 2 use application programming interfaces apis, according to the world retail banking report 2017 banks, in collaboration with fintechs, can lead the open banking movement by offering their customer bases. Our 2012 world retail banking report offers a mechanism for better understanding. Being relevant to your consumer, wherever they are in the world, will define your success. This outlook is part of deloittes financial services industry outlooks series, which provides insights and trends for banking, insurance, investment management, and commercial real estate. The world retail banking report 2017 interactive website. With the millennium development goals mdgs expiring at years end, a new post 2015 development. More than 85% of countries witnessed an increase in their cei scores, with the largest gains occurring in japan, netherlands, and sweden. The world retail report 2019 from capgemini and efma explores how banking customers changing needs are increasingly being met by customercentric newcomers and offers insights into how banks can evolve into inventive banks to remain relevant in the open x era. Pdf retail banking challenges and latest trends in india.
The world insurance report from capgemini financial services and efma visit site. Unlike wholesale banking, retail banking focuses strictly on consumer markets. The future of financial services world economic forum. As banking customers are lured away by new players, with their attractive digital. The world retail report 2019 from capgemini and efma explores how banking customers changing needs are increasingly being met by customercentric. Figure 16 mobile banking usage statistics %, global, 20052015e. World retail banking report 2012 linkedin slideshare. Indias banking industry is the largest in the world and is expanding rapidly. There are around 70 million active pcas in the uk and pcas generated revenues of approximately. Retail 46% services 37% retail banking 17% branded cards 37% retail banking 63% branded cards 41% retail banking 59% a diversified global business with leading market positions revenue. Our new tool helps banks lay the groundwork for a more effective retail delivery strategy and ultimately a new. Now in its 12th year, the 2015 world retail banking report wrbr, published by capgemini and efma, offers detailed insight into the specific types of experiences customers are seeking when they engage with their banks, making it an invaluable.
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