Unforgettable customer journeys win hearts and wallets: discover how in the World Retail Banking Report 2025
In today’s fast-paced banking landscape, only banks that embrace digital innovation and offer their customers seamless, personalised experiences catering to their unique needs can survive. Propelled by digital banking, artificial intelligence, advanced analytics and more, this shift is redefining how banking offers and services are delivered – perhaps nowhere more so than in the world of bank cards.
Capgemini’s World Retail Banking Report 2025 invites traditional banks to:
- Deliver tech-forward, convenience-focused card services and offers to attract the lucrative urban, digital-first demographic
- Embrace the flywheel model to engage new customers, foster continuous growth, and build lasting relationship momentum
- Provide individualised solutions to create unforgettable customer journeys that fuel long-term loyalty
- Strengthen customer connections by integrating experiences beyond banking solutions.
Key findings:
83% |
of retail banking CXOs cite intense competition from other card providers |
26% |
of customers are satisfied with their current bank card experiences |
Create a continuous growth loop by offering differentiated benefits, delivering omnichannel experiences, and nurturing advocacy – is your organisation ready?
Source: Capgemini 2025
