凯捷：2016年全球零售银行研究报告(英文 56 页)

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Contents

Preface 3

Executive Summary 4

Introduction – Evolving Toward a Digital Banking Ecosystem 5

Chapter 1: Improved Customer Experience but Non-Commensurate

Enhancement in Profitable Customer Behavior 6

Key Findings 7

Customer Experience Trends Upward 8

Positive Customer Experience Levels Make Gains 9

Profitable Customer Behaviors Lag 12

Summary 15

Chapter 2: Appeal of Fintech Continues to Expand 16

Key Findings 17

Fintech Firms Make Gains across Regions 18

Fintech Firms Gain Customer Trust 19

Fintech Firms Get More Referrals than Banks 21

Summary 23

Chapter 3: Defining the Future of Banking 24

Key Findings 25

Fintech Competition Takes on More Aggressive Edge 26

Partnerships Gain Greater Appeal 26

Evolving a Digital Banking Ecosystem 28

APIs Hold Promise 28

Roadmap to Create a Digital Banking Ecosystem 29

Summary 30

Appendix A: Country Snapshots 31

Appendix B: Customer Experience by Country 48

Methodology 52

About Us 54

Acknowledgements 55