infographic: the world retail banking report
Post on 16-Apr-2017
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As traditional banks work to improve customer service,FinTech �rms are making signi�cant inroads
2 pp difference refers to the percentage point difference between the customers' perception and bankers' perception
Competition is evolving into acceptance,as banks see opportunities forcollaboration
Banks perceive FinTechs to be…
Bankers underestimatethe impact of FinTech firms on their customers
of bankers agree the industry is evolving towards a digital ecosystem
say their core systems cannot support it
Banks have…
Bankers also underestimate how theircustomers feel about FinTech services
Source: World Retail Banking Report, Capgemini and Efma, 2016
FinTechs offerfaster services
FinTechs providea good experience
Banks’ strategies for competing with FinTechs
Customer trustLarge customer baseExpertise with regulators
AgilityInnovationAbility to attract digitally-savvy customers
45pp difference2
40
Banks are starting to see FinTechsas more than just competitors
FinTechs have…
87%96%
Collaborate
Invest
Compete
Acquire
36%
40%
Bankers
81%
80%
Customers
46%
44%
43%
18%
65%
Partners
28%
Competitors
7%
Irrelevant
The FinTechREVOLUTION
The BAD News
The GOOD News
of countries reportedimproved banking experiences
Customersin over
1 Most Improved is based on the changes in Customer Experience Index in 2016 over 2015
7.0NetherlandsJapan
7.5Sweden
7.0
Most Improved1
Best STRATEGIESfor Banks
Latin America North America Asia-PacificWestern Europe
Nearly 2/3rds of customers globallyare using FinTech products or services
59%
61% 59%
77%
Copyright ©2016 Capgemini. All rights reserved.
www.worldretailbankingreport.com
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