Capgemini-凯捷金融服务2025年趋势-零售银行业务（英）

CapgeminiFinancialServicesTopTrends2025

RetailBanking

January2025

Explore

TopTrends2025

RESEARCHINSTITUTE

TheCapgeminiFSTopTrends2025spanthreebroadthemes

CustomerFirst

Transformingcustomerexperience

focusingonomnichannel

interactionsandthevalueof

productsandservices

EnterpriseManagement

Revampingprocesses,teams,

solutions,andoperationstorun

enterpriseswithgreateragilityand

operationalefficiencytooptimizethe

costofdoingbusiness

IntelligentIndustry

Leveragingthemostmodern

solutionstodeliveranend-to-end

digitalexperiencethattransformsthe

valuechain–fromdesigntodeliveryof

intelligentproductsandservices

CapgeminiFSTopTrends2025

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TheCapgeminiFSTopTrendsintheBankingsectorbysub-domain(1/2)

WealthManagementRetailBankingPayments

Seamlessdigitalexperience:WealthfirmspowerupdigitalplatformstoconsolidateservicesandcreateseamlessCX

Hyper-personalizedadvisory:Artificialintelligencecanenablemade-to-orderinvestmentadvicestrategies

Bridginggenerationgaps:Withyoungerentrepreneursontherise,wealthfirmsshapeadvicetoresonatewithHNWIsofallages

Inorganicgrowthstrategies:Wealthfirmsseekexternalexpansiontobroadenservicesandboostrevenues

RegulationsdriveESGtraceability:WealthfirmsimplementESGassettransparencymetricsasregulatorsstandardize

sustainabilityreporting

Digitalonboarding:Digitalonboardingboostsrevenueforwealth

firmsthroughwhite-labeling,whileacceleratingclientacquisitionandimprovingcompliance

Unifiedoperatingmodels:WealthfirmsunifyoperatingmodelstodeliveraconsistentexperienceforHNWIsacrossgeographies

GenAIforrelationshipmanagerefficiency:GenAI-poweredcopilotscanboostrelationshipmanagerproductivity

Real-worldassettokenization:Real-worldassettokenspoweredbyrobustblockchainnetworksimproveliquidityandaccess

Cloud-nativewealthmanagementplatforms:Cloud-nativeplatformsscaleworkflowsandenablecost-efficientwealthmanagementprocesses

CustomerFirst

Omnichannelexperience:Omnichannelcustomerjourneysboostexperiencesacrossdigitalplatforms,contactcenters,andbranches

Financialliteracy:Financialliteracyandpersonalbudgetappsboostcustomerconfidenceandpromotefinancialinclusion

Next-genbanking:Retailbankssettheirsightsonyouth,theprimetargetofnewageplayers,tosecurelong-termcustomer

lifecyclegrowth

Operationalresilience:Digitaloperationalresiliencewillremaincrucialforregulatorycompliance

RegTechforcompliance:IntelligentRegTechsolutionswillreducecompliancecostsandtimelines,asretailbanksfaceescalatingrisks

Depositgrowth:Depositgrowthcontinuestobearetailbankpriorityalongwithloweringfundingcosts

Onboardingefficiency:Onboardingefficiencyremainscriticalasretailbanksembracedigitalidentitymanagementforseamlessonboarding

AIforefficiencygains:Artificialintelligencewilldriveproductivitybyreimaginingcustomerandemployeejourneys

ESGproductstrategy:BankswillimplementintelligentESGproductstrategiesandsolutions

Leveragingopenfinance:Openfinanceregulationsclearapathforretailbankstodevelopa360-degreecustomerfootprint

Openfinance:Open-finance-basedusecaseswillgrowasregulatorsimprovefinancialdataaccess

Instantpaymentadoption:Instantpaymentrailsarecannibalizing

checksanddebitcards,whilemobilewalletsmaintaintheirdominance

POSinnovations:POSpaymentinnovationscanhelpbanks

enhancemerchantacquisitioncapabilitiesandincreaseconsumers'creditoptions

Cross-borderpayments:Multi-territoryinstantpaymentcorridorsarerevolutionizingcross-borderpayments,empoweringbusinesseswith

speedandefficiency

Cloud-basedpaymenthubs:Cloud-basedpaymenthubsoffersunifiedandconsolidatedmulti-railpaymentprocessingcapabilitiesatscale

Multi-railpaymentstrategy:Multi-railstrategywillenhancepaymentflexibilityandofferdifferentpaymentmethods

inasingleinterface

Operationalresilience:Regulatorsareprioritizingoperationalresiliencetofostertrustinthecashlessfutureofmarketsandeconomies

Decentralizedidentity:Decentralizeddigitalidentitymanagementcombatsfraudandgrantscustomersgreatercontrolovertheir

personaldata

Remittancetransformation:Remittancetransformationisreshapingtheglobalfinanciallandscape,characterizedbyplummetingcostsandlightning-fasttransfertimes

Datamonetization:Paymentsdataisdrivinginnovationandleadingtothecreationofnewrevenuestreams

EnterpriseManagementIntelligentIndustry

CapgeminiFSTopTrends2025

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TheCapgeminiFSTopTrendsintheBankingsectorbysub-domain(2/2)

CapitalMarketsLending&LeasingSustainability

PerpetualKYCrevolution:Organizationsaredigitizingand

automatingKYCprocessestoreducethecostofcomplianceandenhancecustomerexperience

Acceleratingsustainablelending:Banksareaugmentingtoaccelerategreenlendingandleveragesustainablefinanceasagrowthengine

Changinginvestmentlandscape:Themarketlandscapeisshiftingasorganizationsadapttopassiveinvesting,retailinvestorgrowthand

geopoliticalforces

Efficienciesthroughcollaboration:Theindustryismovingtowardsmutualizationandstrategicoutsourcingtoreducethecostof

post-tradeprocessing

Capitalefficiency:Globaluncertaintyandregulatoryshiftsaredrivingorganizationstofocusonmasteringtheircapitalstrategy

Modernizedresilientplatforms:Limitationsinlegacysystemsare

drivingcapitalmarketsorganizationstomodernizetheircoresystems

DLT&tokenization:TheincreasedintegrationofDLTand

tokenizationintomainstreamfinanceisdigitallytransformingthefinancialservicesindustry

LeveragingGenerativeAI:CapitalMarketsorganisationsareseekingcompetitiveadvantagesusingGenAItocreateactionableinsights,

efficienciesanddifferentiation

Globalacceleratedsettlement:ThedriveforaglobalT+1

settlementcyclecontinues,withtheUKandEUpushingforwardwithplans

Transactionreportingoptimisation:Followingtherecent

regulatoryrewrites,firmsareshiftingfocustoefficiencyandcontrol

FrictionlessEnterprise:Providingaonestopshopforequipmentdeliveredthroughaseamlessomnichanneldigitalexperience

MovingtowardsEquipment-as-a-Service:Redefiningequipmentfinancingwithgrowthofanas-a-servicemodel

Embeddedfinance:Transformingequipmentleasingwithseamlessintegrationoffinancingsolutions

ExpandingB2Cchannels:Leveragingdigitalplatformsforscalablegrowthandenhancedcustomerengagement

BespokeSolutions:Offeringcustomizedsolutionsinanefficientandcost-effectivemanner

Greenassetfinancing:Needforsustainabilityreshapingtheinvestmentlandscape

Navigatingtheregulatorylandscape:Shifttowardssustainableandtransparentlending

Usheringdigitaltransformation:Leveragingdatadrivenmanagementanddecisionmaking

Simplifyingandstandardizingprocess:Essentialstepsfor

leveragingArtificialIntelligenceandMachineLearningtechnologiesacrossgeographiesandbusinesslines

Balancingautomationwithhumanexpertise:IntegrationofArtificialIntelligenceandMachineLearningforefficiencywhilepreservinghumanjudgmentandcreativity

Sustainableproductopportunities:Growthininnovativeandeco-friendlydebtinstrumentsandinsuranceproducts

Sustainabilityserviceopportunities:Financialinstitutionssupporttheirend-clientsbeyondfinancingtoacceleratetheirnetzero

transitionandresiliency

ESGriskcriteria:FinancialinstitutionsincreasinglyincorporateESGriskfactorsintotheirinvestmentstrategiesandriskmanagement

processes

Increasedregulation:Enhancedregulatoryframeworksand

reportingreshapescorporateaccountabilitythroughrigorousESGstandardsby2025

Industrializedclimateriskmodeling:Financialinstitutionsare

intensifyingeffortstoassess,manage,anddiscloseclimaterelatedriskstostakeholders

Greenwashingandgreenhushing:FinancialInstitutionsfacescrutinyfromcustomersandactivistsandpossiblepenaltiesfromregulators,consumersandactivists

Decarbonizationofportfolios:Stakeholdersincreasinglyprioritizelow-carboninvestmentstoreducecarbonfootprintsandalignwithclimategoals

SustainabilityascorporateDNA:Enterprise-widesustainabilitywithintegrationintooperations,productsandservicesandsupplychain

GenAIaidingsustainability:TheadventofGenAIhasmadefinancialserviceslookatmoreinnovativewaysofimplementingSustainability

Goingbeyondcarbonemissions:FinancialservicesbroadenfocusbeyondcarbonemissionstoincludesocialandbiodiversityfactorsinESGstrategies

CustomerFirstEnterpriseManagementIntelligentIndustry

CapgeminiFSTopTrends2025

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Adoptionpriority2025

RetailBankingTopTrends2025–PriorityMatrix

1

Omnichannelexperience:Omnichannelcustomerjourneysboostexperiencesacrossdigitalplatforms,contactcenters,andbranches

2

Financialliteracy:Financialliteracyandpersonalbudgetappsboostcustomerconfidenceandpromotefinancialinclusion

3

Next-genbanking:Retailbankssettheirsightsonyouth,theprimetargetofnew-ageplayers,tosecurelong-termcustomerlifecyclegrowth

4

Operationalresilience:Digitaloperationalresiliencewillremaincrucialforregulatorycompliance

5

RegTechforcompliance:IntelligentRegTechsolutionswillreducecompliancecostsandtimelines,asretailbanksfaceescalatingrisks

6

Depositgrowth:Depositgrowthcontinuestobearetailbankpriorityalongwithloweringfundingcosts

7

Onboardingefficiency:Onboardingefficiencyremainscriticalasretailbanksembracedigitalidentitymanagementforseamlessonboarding

8

AIforefficiencygains:Artificialintelligencewilldriveproductivitybyreimaginingcustomerandemployeejourneys

9

ESGproductstrategy:BankswillimplementintelligentESGproductstrategiesandsolutions

10

Leveragingopenfinance:Openfinanceregulationsclearapathforretailbankstodevelopa360-degreecustomerfootprint

Capgemini’sPriorityMatrixoutlinesourassessmentoftheimpactof2025trendsonoperatingenvironmentsfacing:

SIGNIFICANT

HIGH

MEDIUM

2

MEDIUM

10

3

1

9

HIGH

Businessimpact2025

●CustomerFirst●EnterpriseManagement

4

8

5

6

7

SIGNIFICANT

●IntelligentIndustry

Softeninginflationandhighinterestrates,coupledwithstagflationtrends

Geopoliticalinstability

Dynamicregulatoryactivity

Intensecompetitionandincreasedfocusoncustomercentricityduetotheimpactofnew-ageplayers

Operationalcostoverrunsandhighcapitallock-in

Adoptionpriority:Thecriticalityofa2025trendtovaluecreationbecauseofitssectorimportance.

Businessimpact:Eachtrend’seffecton2025sectorbusinessasitrelatestocustomerexperience(CX),operationalexcellence,regulatorycompliance,orprofitability.Circumstanceswillvaryforeachfirmdependingonbusiness

priorities,geographiclocation,andotherfactors.Formoreinformation,contactusatbanking@.

CapgeminiFSTopTrends2025

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CustomerFirst

Trend1

Omnichannelexperience

Digitalizedcustomerjourneysboostexperiencesacrossdigitalplatforms,contactcenters,andbranches

4

8

5

6

7

3

1

10

9

2

CapgeminiFSTopTrends2025

Background

Customerjourneysacrossmultiplechannelsofteninvolvedigitalandphysicalinteractions.Siloedchanneloperationscancreatefrictionandhinderseamlesscustomerexperience(CX).

60%ofcustomerssurveyedfortheWorldRetailBankingReport2024saidtheirbank’sself-servicechatbotexperiencewasaverage.1

Thesamereportrevealedthatonly32%ofcustomersweresatisfiedwiththeirbank’scustomercontactcenterexperience.1

Impact

Bytransitioningfromasiloedmultichanneltoanend-to-endomnichannelcustomerinteractionstrategy,bankscanofferseamlessstart-anywhere-finish-anywherecustomerjourneys.

Omnichannelcustomerjourneysenablebankstocollectandleveragecross-channelcustomerinsightstotailorofferingsandinteractionstoeachcustomer’spreferences.

Byactivelyunderstandingandmappingcustomerjourneysacrossvariouschannels,retailbankscan

identifyandaddresspainpointstoenhanceCX.Inturn,improvedcustomerexperiencecanfostergreatercustomerloyalty.

Sources:1.

CapgeminiWorldRetailBankingReport2024

;CapgeminiResearchInstituteforFinancialServicesanalysis,2024

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8

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2

Figure1:Advantagesofanomnichannelversusmultichannelapproach

Multichannel

Omnichannel

Banksofferindependentlyoperating

channelsandmodesofinteraction

acrossproducts

Bankscollectandstoredatainsilos,resultingindifferentcustomer

experiencesforeachchannel

Bank’schannelsoftenconflictwitheach

other,leadingtofrictionincustomer

journeys

Banksofferaconnectedand

consistentexperienceacrossall

channelsandproducts

Banksconnectdataandprocesses

acrosschannelsforaseamless

experienceateverycustomer

touchpoint

Withanomnichannelstrategy,the

bank’sdigitalandphysicalchannels

operateinsynchrony

RBCRoyalBank

Togetnewclientrelationshipsofftoasmoothstart,RBCBankoffersan

interconnectedomnichannelclient

acquisitionecosystem.Thisstrategy

seamlesslyintegratesphysicalanddigitalchannels,enablingnewcustomersto

initiateandcompletetheaccountopeningprocessthroughtheirpreferredchannel.1

NatWest

NatWestlaunchedanupgradeddigital

assistant,Cora+,inmid-2024toenhanceitsomnichannelserviceofferings.Cora+allowscustomerstotransitionseamlesslyfrom

chatbotinteractionstolivecustomer-

serviceagents,ensuringacohesivecross-channelexperience.2

CustomerFirst

Trend1

Omnichannelexperience

Digitalizedcustomerjourneysboostexperiencesacrossdigitalplatforms,contactcenters,andbranches

Sources:1.

Celent

;2.

Natwest

;CapgeminiResearchInstituteforFinancialServicesanalysis,2024

CapgeminiFSTopTrends2025

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CustomerFirst

Trend2

Financialliteracy

Financialliteracyandpersonalbudgetappsboostcustomerconfidenceandpromotefinancialinclusion

4

8

5

6

7

3

1

10

9

2

CapgeminiFSTopTrends2025

Background

Asbankingshiftstodigitalplatforms,consumersarefrequentlyrequiredtomakefinancialdecisionsindependently.Yet,a2024CapitalOnesurveyrevealedthatonlyabout55%ofAmericansare

digitallyfinanciallyliterate,scoringhighinbothdigitalliteracyandfinancialliteracy.1

Increasingly,globalregulatorsexpectfinancialinstitutionstoprioritizecustomeroutcomes.IntheUK,for

example,theFinancialConductAuthority’sConsumerDutyregulationmandatesthatfirmsensurecustomers’fullcomprehensionofthefinancialproductsandservicestheypurchase.2

TheCapitalOnesurveyalsorevealedthat45%ofUSconsumersprefertomanagetheirfinancesthroughamobileapp.3

Impact

Financialeducationinformsbankcustomerbehavior,resultinginimprovedcreditscoresandlesshigh-riskborrowing.

Financialliteracyinitiativescanhelpretailbanksboostcross-selling.Ascustomersdevelopabetter

understandingandgreaterconfidenceinfinancialproductssuchasinvestmentsandinsurance,bankscaneffectivelycross-selltheseofferings.

Asthefinancialservicesindustryundergoesdigitaltransformation,retailbankscaninstillcustomerconfidenceandloyaltythroughfinancialliteracyefforts.

Sources:1.

CapitalOne

;2.

Finextra

;3.

CapitalOne

;CapgeminiResearchInstituteforFinancialServicesanalysis,2024

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CustomerFirst

Trend2

Financialliteracy

Financialliteracyandpersonalbudgetappsboostcustomerconfidenceandpromotefinancialinclusion

4

8

5

6

7

3

1

10

9

2

Figure2:Financialliteracyprogramscanboostcustomers’digitalconfidence

Support

in-personfinancial

literacyprograms

Partnerwith

EdTechfirmsfor

on-demand

workshops

Gamifylearning

moduleswithin

self-guided

exercises

Sources:1.

Chase

;2.

Regions

;CapgeminiResearchInstituteforFinancialServicesanalysis,2024

Chase

Chase,theretailbankingdivisionofJ.P.MorganChase,isexpandingitsnetworkofUS

communitycenterbranchesinunderserved

communitiestoofferfinancialhealth

workshopsandskillstrainingprograms.Thebankplannedtoopenthreenewcommunitycenterbranchesin2024,increasingitstotal

to19locations.1

Revolut

IntheUnitedStates,Alabama-basedRegionsBankhasenhanceditsfinancialliteracy

initiatives.Aspartofthebank’sNextStepandRegionsGreenprintprograms,itaimstohelp

customerscultivateapositiverelationshipwithmoneyandachievetheir

financialobjectives.2

CapgeminiFSTopTrends2025

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CustomerFirst

Trend3

Next-genbanking

Bankssettheirsightsonyouth,theprimetargetofnewageplayers,tosecurelong-termcustomerlifecyclegrowth

4

8

5

6

7

3

1

10

9

2

CapgeminiFSTopTrends2025

Background

Areportonyouthbankingrevealsthat57%ofparentspreferafamilydigitalwalletsolutionthroughtheirexistingbankingprovider.1

ResearchbyAlliedAnalyticsestimatesthatstartercreditcards,primarilymarketedatteenagers,couldgenerateUSD790bninrevenueby2032,growingataCAGRof10.6%from2023to2032.2

DataservicesproviderCuscalestimatesthatinAustraliaalone,individualsaged6to22representaUSD825billiontotalmarketsizeforretailbanks.3

A2024CapitalOnesurveyfoundthat50%ofUSconsumers(aged18-24)scoredhighindigitalliteracybutlowinfinancialliteracy.4

Impact

Byengagingwithcustomersearlyandprovidingbankingandeducationtoolsforyouth,bankscreateafoundationoftrustthatcanleadtolong-termloyalty.

WithFinTechcompaniesincreasinglytargetingyoungerusers,incumbentbankscanremaincompetitivethroughenhancedofferings.Afocusedyouth-bankingstrategycanhelpbanksdifferentiatethroughservicesthatresonatewithyoungdigitally-savvycustomers.

Banksthatestablishclearpathwaysforyoungcustomerstomigratetoadultaccountscancapitalizeontheyouth-bankingsegment.Strategicbanksproactivelycommunicatetransitionsatkeylifestagestoensurecustomerrelationshipcontinuity.

Sources:1.

RegoPayment

;2.

GlobalNewswire

;3.

Cuscal

;4.

CapitalOne

;CapgeminiResearchInstituteforFinancialServicesanalysis,2024

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CustomerFirst

Trend3

Next-genbanking

Bankssettheirsightsonyouth,theprimetargetofnewageplayers,tosecurelong-termcustomerlifecyclegrowth

4

8

5

6

7

3

1

10

9

2

U.S.Bank

Figure3:Retailbankscancreateacompellingvaluepropositionforyoungcustomers

Innovation

Followbestpracticesestablishedbyindustryleadersandprovidebest-in-classexperiencesforaccountholders

Inmid2024,U.S.BankpartneredwithFinTech

Greenlighttohelpfamiliesteachtheirchildrenessentialfinancialskills.ThecollaborationgiveseligibleU.S.Bankcustomersaccessto

Intimacy

Combinetechnologywithapersonalizedrelationshiptomakeeveryaccountholderfeeluniqueandexclusive

Simplicity

Useasimpleprocessandstraightforwardlanguagetouncomplicatetherelationshipbetweenpeopleandtheirmoney

Reliability

Guaranteethatcustomers’moneyisbeingresponsiblyguidedbytopprofessionalstheycantrust

Transparency

Betransparentinrelationsandoperations,alwaysmakingopenandhonestcommunicationwithallstakeholdersapriority

Sources:1.

AmericanBanker

;2.

FFNews

;CapgeminiResearchInstituteforFinancialServicesanalysis,2024

CapgeminiFSTopTrends2025#FinancialServicesTrends2025

Greenlight’sdebitcardandmoney

managementapp.Anin-appfinancialliteracygame,GreenlightLevelUp,isdesignedtohelp

userslearnmoneyskills.1

Revolut

Revolut’syouthbankingapp,Revolut<18,

surpassed2millionusersinearly2024.TheUKneo-bank’sappoffersanalyticstoboost

financialliteracythroughbudgetingandspendinganalysis.ItsPocketsfeature

encouragesuserstosetasidemoneyforspecificgoals.2

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Enterprise

Management

Trend4

Operationalresilience

Digitaloperationalresilienceremainscrucialforregulatorycompliance

4

8

5

6

7

3

1

10

9

2

CapgeminiFSTopTrends2025

Background

TostrengthenandharmonizecybersecurityandoperationalriskmanagementregulationsinEurope,regulatorscreatedtheDigitalOperationalResilienceAct(DORA),whichrequiresbanksandcriticalthird-partyproviderstoimplementrobustITsecuritymeasuresbyJanuary2025.1

ResearchbyStatistaestimatesthatfinancialservicesfirmslostanaverageofUSD6.1millionperdatabreachin2024,upfromUSD5.9millionin2023.2

Yet,anIMFsurveyofover51marketsrevealedthat56%ofcentralbankslackadefinedfinancialsectorcyberresiliencestrategyand42%ofmarketslackdedicatedcybersecurityortechnologyrisk

managementregulations.3

Impact

Retailbankscanincreasecustomerconfidencewithademonstratedfocusondigitaloperationalresilience.Preventingdatabreachesandcyberattackswillhelpbanksavoidreputationaldamageandregulatoryaction.

Retailbankswithdigitalresilienceplanscanpreventcostlydisruptionsfromdowntimeanddatarecoveryefforts.

Retailbanksthatdemonstrateacommitmenttoresiliencecanestablishacompetitiveadvantageoverothersandattractcustomerswhovaluesecurityandreliability.

Source:1.

EIOPA

;2.

Statista

;3.

IMF

;CapgeminiResearchInstituteforFinancialServicesanalysis,2024

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Figure4:TechnologypartnerscanhelpfinancialfirmsmeetDORArequirements

Reducedvulnerability,investigationtime

Lessremediationneededto

achieveresource-lightcompliance

Efficientpreparationofexecutivereports

Strongpartnershipsforcompliancesolutions

One-clickDORAcompliance

withautomation

LowerDORAcompliancecosts

withscalability

Barclays

BarclaysBankenteredastrategic

partnershipwithMicrosoftinJune2024toenhanceitsdigitalsecurity

capabilitiesandsafeguardemployees,customers,andoperationsagainst

evolvingcyberthreats.1

ANB

InSaudiArabia,ArabNationalBankautomateditsITdisasterrecoverywithorchestrationandreal-timedashboardstoachieveminimal

downtimeandreducemanualeffortby

90%.Themoveenhancesbank

resilience,agility,andcompliancewithregulatorydemands.2

Enterprise

Management

Trend4

Operationalresilience

Digitaloperationalresilienceremainscrucialforregulatorycompliance

Sources:1.

ChannelLife

;2.

Kyndryl

;CapgeminiResearchInstituteforFinancialServicesanalysis,2024

CapgeminiFSTopTrends2025

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Enterprise

Management

Trend5

RegTechforcompliance

IntelligentRegTechsolutionswillreducecompliancecostsandtimelines,asretailbanksfaceescalatingrisks

4

8

5

6

7

3

1

10

9

2

CapgeminiFSTopTrends2025

Background

A2023Reuterssurveyofglobalfinancialservicesfirmsrevealedthatoverhalfofrespondentssaidtheyexpectedthetimespentoncompliancetoincreaseinthenextyear.1

LawsgoverningAnti-MoneyLaundering(AML)andKnowYourCustomer(KYC)regulationshavebecomeincreasinglyexhaustive,withForresterestimatingthattheglobal