凯捷（Capgemini）：2023年零售银行业关键趋势报告（英文版）（50页）.pdf

1、RETAIL BANKING TOP TRENDS 2023CONTENTSForeword 3Introduction 4Trend 1:Smart branches feature experiential banking and convenience to spark customer connection 8Trend 2:Incumbents scout for mature FinTechs to complement capabilities and boost bank profitability 12Trend 3:More Banks commit to driving

2、circular economy sustainability 14Trend 4:Banks step up and own customer experience with embedded finance 18Trend 5:Financial wellness advice can help customers navigate cost-of-living challenges 20Trend 6:CMOs leverage actionable data insights to guide customer centricity 24Trend 7:Digital identity

3、 to unlock efficiency gains for banks 26Trend 8:Banks unlock value at scale by migrating workloads to the cloud 30Trend 9:A boom in synthetic data will catalyze data ecosystem growth 34Trend 10:As Banks explore decentralized finance,they remain cautious 38Conclusion 42Retail Banking Top Trends 20232

4、Anirban Bose Financial Services Strategic Business Unit CEO&Group Executive Board Member,CapgeminiFOREWORDThe world economy and banking industry are heading toward uncharted water in 2023 against a backdrop of macroeconomic volatility,inflation,cooling demand,and supply-chain disruptions.However,the

5、se disruptions will likely spark a focus on resilience and innovation.The impact of inflation and the rising cost of living presents an opportunity for banks to demonstrate customer care by leveraging data and offering appropriate,well-timed financial wellness support.Meanwhile,branches are transfor

6、ming into phygital centers by digitalizing routine services so staff can focus on customer engagement and high-value products.As the world comes to grips with climate change,banks have the power and position to play a crucial role in creating an environmentally sustainable world.Last year,we also re