凯捷：2021年全球零售银行业报告(英文 36 页)

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TABLE OF CONTENTS

Preface 3

Executive summary 4

Pandemic forced sweeping changes within a compressed timeframe 6

Prevailing VUCA environment intensifies banking-sector issues 6

Retail banking sector rationalizes costs to hedge dwindling profits 8

Banks forced to accelerate digitalization face practical dilemmas 11

Ready or not, banking 4.x  makes its 2021 debut 12

Banks unlock new value by leveraging ecosystem capabilities 15

Competitive environment morphs to collaboration, thanks to BaaS 16

A robust digital foundation can transform BaaS potential into reality 21

The banking 4.x  hallmark: A flexible BaaS platform that unifies value – sustainably 24

Customer experience will retain and amplify value in banking 4.x  26

Personalize engagements! Convert data into rich narratives to create moments of truth 27

Reimagining branches as experience centers 31

The glue that binds the ecosystem – an overarching CX layer 33

Lead and create sustainable long-term value 35

Partner with Capgemini 36

Ask the Experts 38

Acknowledgments 40

Methodology 41

Discover more about our recent publications 42

About Us 43

目录

前言3

执行摘要4

疫情大流行迫使短期内大范围内强制性根本变化6

VUCA（易变，不确定，复杂，模棱两可）环境普遍存在加剧了银行业的问题6

零售银行业合理化成本以对冲利润下降8

被迫加速数字化的银行面临实际困境11

是否准备就绪，银行 4.x将于2021年首次亮相12

银行通过利用生态系统功能来释放新价值15

借助BaaS ，竞争环境逐渐演变为协作16，

强大的数字基础可以将BaaS潜力转化为现实21

银行 4.x标志：统一价值的灵活BaaS平台–可持续发展24

客户体验将保留并扩大银行 4.x的价值26

个性化参与！将数据转换为丰富的叙事以创造真实时刻27

将分支机构重新构想为体验中心31

粘合生态系统的胶水–最高的CX层33

领导并创造可持续的长期价值35

与凯捷合作36

咨询专家38

致谢40

方法论41