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%

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