World Retail Banking Report 2019

World Retail Banking Report 2019

The World Retail Report 2019 from Capgemini and Efma explores how banking customers’ changing needs are increasingly being met by customer-centric newcomers and offers insights into how banks can evolve into inventive banks to remain relevant in the Open X era.

Key takeways:

  • Only 19% of banks' dedicated team has decision-making authority
  • Only 6% of banks achieved desired ROI from collaboration initiatives
  • Only 27% of banks find it easy to onboard FinTechs
  • 58% of banks still dependent on legacy systems, only 21% say their systems are agile

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The Last-Mile Banking Challenge

The World Retail Banking Report 2019 finds that while customers demand a more comprehensive and personalized banking experience, banks are struggling to deliver a delightful last-mile experience and are surrendering the last mile to non-traditional players.

Leapfrogging Open Banking to Open X

With open banking encountering false starts and missed expectations, the industry is being propelled towards an evolutionary future state, Open X, characterized by more effective and open collaboration with new industry players.

Evolving into an Inventive Bank

To succeed within the new Open X environment, banks will strategically evolve into inventive banks that seamlessly collaborate with other players to deliver digital, experience-led offerings to customers.


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