World Retail Banking Report 2024

Intelligent banks do more with less: Take an efficiency leap with frictionless, personalized banking

In 2024, retail banks worldwide face a volatile and uncertain landscape: navigating this complex terrain will be challenging and require intelligent solutions to help maintain profitability while delivering superior customer experience.

Findings in the World Retail Banking Report 2024, the 20th anniversary edition – which reflect the views of 250 senior banking executives, 1,500 banking employees, and 4,500 retail banking customers – include the following:

  • Despite significant business challenges and the need for cost discipline, banks will continue to invest in digital transformation, focusing strongly on AI and generative AI.
  • As AI applications multiply, scalable benefits will require balancing customer experience enhancements and optimizing operational efficiency.
  • Most retail banks have significant work ahead of them in developing their technology and data estate to realize the full value of their intelligent transformation.

Key highlights


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