2025年世界零售银行报告-吸引、参与和愉悦：旋转以客户为中心的飞轮（英）-Capgemini

Attract, engage, and delightSpin the customer centricity flywheelWorld Report Series 2025Retail BankingWorld Retail Banking Report 2025Capgemini Research Institute 2025World Retail Banking Report 2025Capgemini Research Institute 20252Table of contents04Foreword05Executive steering committee18Craft card journeys that earn a “Heck, yeah!” from bank customers08Win the hearts (and wallets) of digital-first urbanites06Executive summary36Swipe right, ignite card loveWorld Retail Banking Report 2025Capgemini Research Institute 2025World Retail Banking Report 2025Capgemini Research Institute 2025354Partner with Capgemini53Methodology52ConclusionCapgemini Research Institute 2025World Retail Banking Report 20254Rethinking card strategies for today’s banking landscapeThe first quarter of 2025 is about to wrap up with the global economy showing modest growth while confronting uncertainty. Geopolitical tensions and policy unpredictability remain significant risks causing businesses to re-evaluate operations and supply chains. These macroeconomic headwinds coincide with a competitive retail banking landscape that demands a fundamental reassessment of traditional strategies. Today’s customers, expect seamless, personalized digital experiences and demand value at every touchpoint. This presents a significant opportunity for digitally savvy players.Capgemini’s World Retail Banking Report 2025, our 21st edition, delves into the critical role of card products within this dynamic environment. While cards remain a powerful gateway for customer acquisition and engagement, the rules have changed. Our research found that while 73% of credit customers are motivated by access to exclusive experiences, rewards, and cashback offers, three-quarters (74%) are indifferent or outright dissatisfied with their current card experience. The banking landscape is undergoing disruption driven by the rise of contactless and remote payment options. Seamless and instant account-to-account (A2A) payments are at the forefront of this shift, with payment executives suggesting they could upend 15-25% of future card transaction volume growth.Today, cards are a full-fledged financial companion and are often the sole banking service carried and daily used by consumers. Retail banks are struggling to convert prospects into customers, particularly digital-first populations increasingly dissatisfied with traditional banking experiences. As a result, profitable doors are opening for agile and fully digital FinTechs and new-age players with reputations for customer-focused solutions.The challenge and the opportunity lies in creating unforgettable card journeys that resonate with today’s discerning customers. The World Retail Banking Report 2025 explores the power of customer-centric flywheel growth model, emphasizing the strategic alignment of targeted media outreach and card portfolios tailored to specific customer needs and aspirations. Bank executives (88%) across the globe rank an expanding re