{"id":635205,"date":"2024-10-01T09:47:00","date_gmt":"2024-10-01T09:47:00","guid":{"rendered":"https:\/\/www.capgemini.com\/nz-en\/?post_type=research-and-insight&#038;p=635205"},"modified":"2025-03-22T09:48:34","modified_gmt":"2025-03-22T09:48:34","slug":"the-art-of-customer-connection","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/nz-en\/insights\/research-library\/the-art-of-customer-connection\/","title":{"rendered":"The art of customer connection"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:79% 33%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">The art of customer connection<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/10\/2024_109_10_art_of_customer_connection_v1__weblocked_DLK.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download report<\/span><span class=\"type\">7 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1060201\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1060201\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-how-to-create-memorable-experiences-and-drive-growth-for-retail-financial-institutions\">How to create memorable experiences and drive growth for retail financial institutions<\/h3>\n\n\n\n<p>In a world where products are no longer enough to stand out, the true competitive edge in retail financial institution (FI) business lies in understanding your customers at a deeper, more emotional level. As FIs race to keep pace, the key to long-term growth and loyalty is stronger, data-driven relationships.<\/p>\n\n\n\n<p>Many financial institutions recognize the importance of putting customers first yet struggle to execute on that vision. Our research shows that 71% of executives understand customer motivations is critical for growth, but 54% admit they lack the necessary insight.<\/p>\n\n\n\n<p>Inside this report, explore the key themes of:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Deeper customer understanding by gathering insights to design key moments that matter across their life stages, motivations, and pain points.<\/li>\n\n\n\n<li>Executive challenges by identifying roadblocks like misalignment with front-line realities and underutilization of customer data.<\/li>\n\n\n\n<li>Utilizing technology and innovation through a four-pronged framework leveraging generative AI, modular content, and data-driven personalization.<\/li>\n<\/ol>\n\n\n\n<p>Discover how leaders are aligning strategies with customer needs and use technology to deliver personalized experiences.<\/p>\n\n\n\n<p><strong>Download the report and start your journey toward customer centricity and growth today.<\/strong><span style=\"font-size: 1rem; letter-spacing: 0.4px;\"><\/span><\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/wp-content\/uploads\/2024\/10\/2024_109_10_art_of_customer_connection_v1__weblocked_DLK.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd layout-one-card-only \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Research and insight<\/h2><\/div><div class=\"layout-single-card\">\n                      <div class=\"row align-items-center w-lg-100\">\n                        <div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/nz-en\/insights\/research-library\/world-retail-banking-report\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/nz-en\/wp-content\/uploads\/sites\/37\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/nz-en\/wp-content\/uploads\/sites\/37\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/nz-en\/wp-content\/uploads\/sites\/37\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/nz-en\/wp-content\/uploads\/sites\/37\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/nz-en\/wp-content\/uploads\/sites\/37\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/nz-en\/wp-content\/uploads\/sites\/37\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/nz-en\/wp-content\/uploads\/sites\/37\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/nz-en\/wp-content\/uploads\/sites\/37\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=1000&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/nz-en\/wp-content\/uploads\/sites\/37\/2025\/03\/Website-hero-banner-2880x1800-1.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div>\n                            <div class=\"col-12 col-md-5 col-lg-7\"><\/div>\n                        <div class=\"col-12 col-md-7 col-lg-5\">\n                            <a href=\"https:\/\/www.capgemini.com\/nz-en\/insights\/research-library\/world-retail-banking-report\/\" aria-label=\"World Retail Banking Report 2025\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">ÎÚÑ»´«Ã½ Research Institute<\/div>\n                                <h3 class=\"card-title\">World Retail Banking Report 2025<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/nz-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/nz-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                     <\/div>\n                    <\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-wrapper-card-related-capabilities undefined card-related-capability\"><div class=\"cardelatedBgShape\"><\/div><div class=\"container\"><div class=\"contentTitle\"><h2 data-maxlength=\"34\" class=\"capabilities-heading\"><br>Learn more<\/h2><\/div><div class=\"row\">\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/ÎÚÑ»´«Ã½_Industries_Capital-Markets-1.webp?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/ÎÚÑ»´«Ã½_Industries_Capital-Markets-1.webp?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/ÎÚÑ»´«Ã½_Industries_Capital-Markets-1.webp?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Banking and capital markets\" href=\"\/industries\/banking-and-capital-markets\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h3 class=\"card-subtitle\">Banking and capital markets<\/h3><\/a><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Customer first\" href=\"\/solutions\/driving-customer-centricity-in-banking-and-capital-markets\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h3 class=\"card-subtitle\">Customer first<\/h3><\/a><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ÎÚÑ»´«Ã½_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ÎÚÑ»´«Ã½_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ÎÚÑ»´«Ã½_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Retail and commercial banking\" href=\"\/industries\/banking-and-capital-markets\/retail-and-commercial-banking\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h3 class=\"card-subtitle\">Retail and commercial banking<\/h3><\/a><\/div><\/div><\/div>\n<\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>How to create memorable experiences and drive growth for retail financial institutions.<\/p>\n","protected":false},"author":257,"featured_media":635206,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"5000736d-b841-43ae-947a-30f9061e40b6\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":100,"primary_term":"Customer first","featured_focal_points":"{\"x\":0.76,\"y\":0.32}"},"tags":[],"research-and-insight-type":[48],"theme":[100,96],"brand":[],"service":[34,98],"industry":[101,228],"partners":[],"content-group":[],"class_list":["post-635205","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-report","theme-customer-first","theme-data-and-ai","service-customer-experience","service-data-ai","industry-banking-capital-markets","industry-financial-services"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The art of customer connection - ÎÚÑ»´«Ã½ New Zealand<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/nz-en\/insights\/research-library\/the-art-of-customer-connection\/\" \/>\n<meta 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