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World Retail Banking Report 2014

World Retail Banking Report 2014

For the first time in three years, global customer experience has declined, reflecting an inflection point in customer expectations, finds the Capgemini/Efma World Retail Banking Report 2014. Future customers, mainly Gen Y or millennial, value technology, have high digital expectations, and are the largest users of social media, requiring banks to digitally transform to meet [...]

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