1、Attract,engage,and delightSpin the customer centricity flywheelWorld Report Series 2025Retail BankingWorld Retail Banking Report 2025Capgemini Research Institute 2025World Retail Banking Report 2025Capgemini Research Institute 20252Table of contents04Foreword05Executive steering committee18Craft car
2、d journeys that earn a“Heck,yeah!”from bank customers08Win the hearts(and wallets)of digital-first urbanites06Executive summary36Swipe right,ignite card loveWorld Retail Banking Report 2025Capgemini Research Institute 2025World Retail Banking Report 2025Capgemini Research Institute 2025354Partner wi
3、th Capgemini53Methodology52ConclusionCapgemini Research Institute 2025World Retail Banking Report 20254Rethinking card strategies for todays banking landscapeThe first quarter of 2025 is about to wrap up with the global economy showing modest growth while confronting uncertainty.Geopolitical tension
4、s and policy unpredictability remain significant risks causing businesses to re-evaluate operations and supply chains.These macroeconomic headwinds coincide with a competitive retail banking landscape that demands a fundamental reassessment of traditional strategies.Todays customers,expect seamless,
5、personalized digital experiences and demand value at every touchpoint.This presents a significant opportunity for digitally savvy players.Capgeminis World Retail Banking Report 2025,our 21st edition,delves into the critical role of card products within this dynamic environment.While cards remain a p
6、owerful gateway for customer acquisition and engagement,the rules have changed.Our research found that while 73%of credit customers are motivated by access to exclusive experiences,rewards,and cashback offers,three-quarters(74%)are indifferent or outright dissatisfied with their current card experie
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