Now in its 8th year, the World Retail Banking Report 2011 from Capgemini, UniCredit, and Efma offers insights into how leading institutions are providing a more targeted customer experience against the backdrop of evolving retail banking branches and the current mix of channel options and strategies. With a new annual “Customer Experience Index”, this report examines which factors are most important for driving a positive customer experience, and how banks stack up against making that experience a reality.
The report offers insight into the future role of the branch by analyzing the impacts of the most relevant branch and channel trends and by highlighting leading best practices and the value they deliver. Based on a “voice of the customer” survey from over 14,000 customers, in-depth discussions with bank executives and case studies, the World Retail Banking Report 2011 draws its insights from 25 countries across Asia-Pacific, Europe, North and Latin America.
For more information, contact us at
banking@capgemini.com or visit
www.capgmemini.com/banking.