贝恩：零售银行忠诚度研究报告（2018）(英文 36 页)

Customer loyalty in retail banking: global edition 2018

Table of Contents

At a Glance . pg .1

1. The battle for digital payments is still fluid . pg .11

2. How the Elements of Value affect loyalty . pg .15

3. Consumers have relatively favorable perceptions of technology companies. pg .19

4. Digital channels are evolving quickly, with voice assistants coming on strong . pg .23

5. Movement on the loyalty leader boards. pg .27

Appendix: Methodology. pg .30