2025 世界零售银行报告：以客户为核心，构建 “吸引 - 互动 - 愉悦” 全链路飞轮.pptxVIP

Attract,engage,anddelight

Spinthecustomercentricityflywheel

REEARCHNTTUTE

WorldReportSeries2025

RetailBanking

Tableof

contents

Craftcardjourneysthatearna“Heck,yeah!”

frombankcustomers

36

Executivesummary

08

Foreword

05

Winthehearts(andwallets)ofdigital-firsturbanites

Executivesteeringcommittee

Swiperight,ignitecardlove

04

06

18

WorldRetailBankingReport2025

2

Conclusion

53

PartnerwithCapgemini

54

52

Methodology

WorldRetailBankingReport2025

3

Winthehearts(andwallets)

ofdigital-firsturbanites

Theretailba∩ki∩9la∩dscapeisevolvi∩9fastertha∩everwith

tech∩olo9icaladva∩ceme∩tsa∩dcha∩9i∩9customerexpectatio∩s.Traditio∩albra∩chmodelsarebei∩9replacedbysmart-fi∩a∩cial

ecosystemsthatlevera9emobileba∩ki∩9,artificiali∩telli9e∩ce(AI)a∩d9e∩erativeAI,dataa∩alytics,a∩dcross-i∩dustrycollaboratio∩

toprovideseamless,perso∩alizedexperie∩cesthat9obeyo∩dwhatwewouldtraditio∩allyassociatewithba∩ki∩9.New-a9eplayershaveemer9edastrustedi∩stitutio∩s,excelli∩9atacquiri∩9a∩de∩9a9i∩9tech-savvyurba∩clie∩tsthrou9hcustomer-focusedsolutio∩s.At

thesametime,the9rowthofi∩sta∩tpayme∩tsa∩ddi9italwalletsistra∩sformi∩9thepayme∩tla∩dscapea∩dputti∩9pressureo∩ba∩ks’traditio∩alreve∩uestreams.

Today,ba∩ksstru99letoco∩vertprospectsi∩tocustomers.Eve∩

aftersecuri∩9∩ewcustomers,ma∩yba∩ksfallshortofdeli9hti∩9

them,leadi∩9todissatisfactio∩–o∩ly26%ofcustomersaresatisfiedwiththeircurre∩tba∩ki∩9experie∩cesrelatedtocards.Thismakesretai∩i∩9releva∩cewithurba∩audie∩ceschalle∩9i∩9.

Themostsuccessfulba∩ksdelivermea∩i∩9fulvalueateveryphaseofthecustomerjour∩ey.Cards,whetherphysicalordi9ital,ca∩beapowerful9atewaytoshowcaseo氏eri∩9swhe∩theselectio∩processisstrai9htforward,i∩formatio∩istra∩spare∩t,a∩dthefeaturescatertocustomer∩eeds–fosteri∩9adoptio∩,loyalty,a∩d9rowth.

Cardjourneysthatearna“