Explore the key findings from the World Retail Banking Report 2016 from Capgemini and Efma.

1. As traditional banks work to improve customer service,
FinTech firms are making significant inroads
2
pp difference refers to the percentage point difference between the customers' perception and bankers' perception
Competition is evolving into acceptance,
as banks see opportunitiesfor
collaboration
Banks perceive FinTechs to be…
Bankers underestimate
the impact of FinTech firms on their customers
of bankers agree the industry
is evolving towards a digital
ecosystem
say their core
systems cannot
support it
Banks have…
Bankers also underestimate how their
customers feelabout FinTech services
Source: World Retail Banking Report, Capgemini and Efma, 2016
FinTechs offer
faster services
FinTechs provide
a good experience
Banks’ strategies for competing with FinTechs
Customer trust
Large customer base
Expertise with regulators
Agility
Innovation
Ability to attract digitally-savvy customers
45
pp difference2
40
Banks are starting to see FinTechs
as more than just competitors
FinTechs have…
87%
96%
Collaborate
Invest
Compete
Acquire
36%
40%
Bankers
81%
80%
Customers
46%
44%
43%
18%
65%
Partners
28%
Competitors
7%
Irrelevant
The FinTech
REVOLUTION
The BAD News
The GOOD News
of countries reported
improved banking experiences
Customers
in over
1
Most Improved is based on the changes in Customer Experience Index in 2016 over 2015
7.0
NetherlandsJapan
7.5
Sweden
7.0
Most Improved1
Best STRATEGIES
for Banks
Latin AmericaNorth America Asia-PacificWestern Europe
Nearly 2/3rds
of customers globally
are using FinTech products or services
59%
61%
59%
77%
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