{"id":910322,"date":"2025-03-11T00:00:00","date_gmt":"2025-03-11T00:00:00","guid":{"rendered":"https:\/\/www.capgemini.com\/pl-pl\/?post_type=press-release&#038;p=910322"},"modified":"2025-04-15T07:12:02","modified_gmt":"2025-04-15T07:12:02","slug":"retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed","status":"publish","type":"press-release","link":"https:\/\/www.capgemini.com\/pl-pl\/aktualnosci\/informacje-prasowe\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/","title":{"rendered":"Banki maj\u0105 problem z utrzymaniem lojalno\u015bci klient\u00f3w \u2013 korzystanie z kart jest dla nich rozczarowuj\u0105ce."},"content":{"rendered":"\t<header class=\"header-hero-press-release\" role=\"main\" id=\"main-content-press-release\">\n\t  <div class=\"container\">\n          <div class=\"hero-press-release\">\n              <div class=\"hero-press-release-content-wrapper\">\n                  <div class=\"row\">\n                      <div class=\"col-12\">\n                          <div class=\"header-title\">\n                              <h1>\n                                  Banki maj\u0105 problem z utrzymaniem lojalno\u015bci klient\u00f3w &#8211; korzystanie z kart jest dla nich rozczarowuj\u0105ce.                              <\/h1>\n                          <\/div>\n                          <div class=\"header-description\">\n                              <p><\/p>\n                          <\/div>\n                                                  <div class=\"header-date\">\n                              <span>11 mar 2025<\/span>\n                          <\/div>\n                      <\/div>\n                  <\/div>\n              <\/div>\n               \n                        <\/div>\n\t  <\/div>\n\t<\/header>\n\t\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\/pl-pl\/?post_type=press-release&amp;p=910322\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"otwiera si\u0119 w nowym oknie\"><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\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/pl-pl\/?post_type=press-release&amp;p=910322\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"otwiera si\u0119 w nowym oknie\"><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<ul class=\"wp-block-list\">\n<li><em>Only 26% of customers are satisfied with their cards experience<\/em><\/li>\n\n\n\n<li><em>Nearly one-in-two prospective customers abandon onboarding due to a poor experience<\/em><\/li>\n\n\n\n<li><em>86% of executives plan to prioritize omnichannel experiences over the next 12 months to improve customer experience and build loyalty<\/em><\/li>\n<\/ul>\n\n\n\n<p><strong>Paris, March 11, 2025 \u2013&nbsp;<\/strong><strong>T<\/strong><strong>he&nbsp;<\/strong><a href=\"http:\/\/www.capgemini.com\/\"><strong>ÎÚÑ»´«Ã½<\/strong><\/a><strong>&nbsp;Research Institute\u2019s<\/strong>&nbsp;<a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-retail-banking-report\/?utm_source=press%20release&amp;utm_medium=PR&amp;utm_campaign=World%20report&amp;utm_cre=&amp;utm_id=2025JAN27\"><strong>World Retail Banking Report 2025<\/strong><\/a><strong>, published today, reveals a critical shortcoming in how retail banks appeal to the demands of digital-native, urban clients between the ages of 18-45. According to the report, while 73% of these credit card customers are motivated primarily by access to exclusive experiences, rewards and cashback offers, three-quarters (74%) are currently indifferent or outright dissatisfied with their card experience.<\/strong><\/p>\n\n\n\n<p><strong>Cardholders seek personalized experiences, but banks struggle to differentiate<\/strong><\/p>\n\n\n\n<p>The banking landscape is undergoing significant disruption driven by the rise of contactless and remote payment options. Seamless and instant account-to-account (A2A) payments are at the forefront of this shift, with payment executives suggesting they could offset 15-25% of future card transaction volume growth<a href=\"https:\/\/www.capgemini.com\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/#_ftn1\">[1]<\/a>.<\/p>\n\n\n\n<p>Today, cards are a full-fledged financial companion and often the only physical piece of the bank that consumers carry. In the report, most industry executives (88%) across the globe rank an expanding reward ecosystem as the most effective way of boosting customer engagement and essential for delighting customers. &nbsp;<\/p>\n\n\n\n<p>However, the research shows that not all rewards programs are translating into satisfied and loyal customers. Only 26% of cardholders are currently satisfied with their cards, 50% are indifferent, and 24% are outright dissatisfied. These results indicate that customer loyalty to their bank is likely to be low, and 74% of card customers are therefore a flight risk, with retail banks struggling to differentiate, despite access to extensive and robust data sources.<\/p>\n\n\n\n<p>Banks\u2019 marketing teams cite intense competition from new-age banks and other card providers (83%), ineffective messaging and value propositions (72%), insufficient customer insights (66%) and a complicated application process (34%) as their biggest challenges.<\/p>\n\n\n\n<p>\u201c<em>At a time where convenience and personalization dictate customer expectations, our research highlights the fragile state of cardholder satisfaction. Appealing to experience-driven urban consumers requires a culture reset that prioritizes customer centricity at every stage of the card journey \u2013 from awareness to onboarding to rewards<\/em>,\u201d said Gareth Wilson, Global Banking Industry Leader at ÎÚÑ»´«Ã½. \u201c<em>Contact centers represent the front line of engagement, shaping brand perceptions, yet they remain the industry\u2019s Achilles\u2019 heel. Banks have an opportunity to transform contact centers into intelligent engagement-focused hubs that \u201cwow\u201d customers.<\/em>\u201d<\/p>\n\n\n\n<p><strong>Cumbersome processes lead to friction across the onboarding journey &nbsp;<\/strong><\/p>\n\n\n\n<p>Banks are missing out on a significant portion of potential customers, and revenue, simply because the onboarding process fails to meet expectations. Globally, nearly half (47%) of prospective customers, who have selected their card of choice, abandon the application process midway through due to a poor experience.<\/p>\n\n\n\n<p>Meanwhile, only 3% of banks\u2019 marketing teams consider the customer onboarding process to be seamless. In the Americas, this figure is 6%, while in APAC it is 2%, and in Europe it is 1%. Some of the most considerable challenges they face include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>75% of customers often submit incomplete documentation, causing significant delays<\/li>\n\n\n\n<li>75% face delays in verifying customer identity<\/li>\n\n\n\n<li>61% are overwhelmed by the sheer volume of applications they receive due to the lack of automation<\/li>\n<\/ul>\n\n\n\n<p>Currently, less than a third (29%) of the data collection process during onboarding is fully automated using AI or generative AI (gen AI) technology. The potential for AI\/gen AI to alleviate these challenges is enormous with 41% of executives planning to prioritize digital onboarding and application processes.<\/p>\n\n\n\n<p><strong>Intelligent contact centers can set the foundation for loyalty<\/strong><\/p>\n\n\n\n<p>In the realm of customer service, contact centers are critical to shaping a brand\u2019s perception. However, the report finds only 24% of customers enjoy a satisfactory experience during interactions. Many urban, digital-first, card seekers cite long wait times, inconsistent communication and a disconnect between digital channels and branch representatives as the source of their frustration.<\/p>\n\n\n\n<p>Delivering a superior customer experience across all touchpoints and channels is essential for retail banks to serve the customer efficiently. This is substantiated by a majority (86 percent) of banking executives indicating plans to prioritize omnichannel experiences to boost client engagement over the next 12 months.<\/p>\n\n\n\n<p>By modernizing digital contact centers, banks can redefine their impact and handle high volumes of customer interactions, the report concludes, through:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Proactive outreach: 43% of customers contact agents to report lost or stolen cards, presenting an opportunity to use customer data to anticipate needs and deliver timely, relevant outreach.<\/li>\n\n\n\n<li>Real-time resolutions: 48% of customers seek help with card activation. Banks must be equipped with AI-driven self-service options to enable seamless updates and faster issue resolution across all channels.<\/li>\n\n\n\n<li>Sentiment-driven support: 65% of customers engage agents to dispute transactions. AI-powered sentiment analysis can interpret tone and intent to address dissatisfaction proactively and offer empathetic, tailored resolutions.<\/li>\n<\/ul>\n\n\n\n<p>To read the full report:&nbsp;<a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-retail-banking-report\/?utm_source=press%20release&amp;utm_medium=PR&amp;utm_campaign=World%20report&amp;utm_cre=&amp;utm_id=2025JAN27\">Attract, engage, and delight: Spin the customer centricity flywheel<\/a>.<\/p>\n\n\n\n<p><strong>Report Methodology<\/strong><\/p>\n\n\n\n<p>For this report, the ÎÚÑ»´«Ã½ Research Institute surveyed 200 senior retail banking executives, 700 marketing team members from banks and 8,000 urban digital-native customers aged 18-45. These primary research sources cover insights from 11 markets: Australia, Brazil, Canada, France, Germany, Hong Kong, the Netherlands, Singapore, Spain, the UK, and the United States.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":390,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","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,"featured_focal_points":""},"tags":[],"press-release-type":[],"brand":[],"class_list":["post-910322","press-release","type-press-release","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 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