World Retail Banking Report 2024

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 20^th 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