World Retail Banking Report 2011

| Point de vue

Leading institutions are providing a more targeted customer experience

Produced by Capgemini, UniCredit, and Efma, the eighth edition of the World Retail Banking Report 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.

Based on a “voice of the customer” survey offrom nearly 14,000 customers and in-depth discussions with bank executives across 25 countries, this report introduces a new and proprietary “Customer Experience Index”, which examines the factors that 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.