Winning through customer experience - ey.com

Winning through customer experienceEY Global Consumer Banking Survey 2014 ContentsWelcomeExecutive summaryGlobal insights A promising, active environment The power of trust The experience is what matters Key opportunities for banksSegment insights Getting to know your customer segments Industry and institutional sentiments Opportunities for segment-driven investmentsWhy banks need to act nowConclusionResearch methodologyCountry contacts12620 34404244 WelcomeWhen EY s second global consumer banking survey was published in June 2012, the global ][gfgeq oYk kljm__daf_ lg j][gn]j Yf\ [gfkme]j [gf \]f[] af l`] af\mkljq j]eYaf]\ ]plj]e]dq dgo$ hYjla[mdYjdq af l`gk] [gmflja]k ZY\dq Y^^][l]\ Zq l`] _dgZYd fYf[aYd [jakak Yf\ alk Y^l]jeYl`&Fast forward to this new edition of our survey and the outlook for retail banking appears more hgkalan]& 9dl`gm_` kge] ][gfgea]k kladd kljm__d] lg \]dan]j kmklYafYZd] _jgol`$ l`] _dgZYd ][gfgea[ j][gn]jq Yhh]Yjk lg Z] lYcaf_ `gd\& ;gfkme]j [gf \]f[] af l`] ZYfcaf_ af\mkljq ak gf l`] jak]$ Yk ak ljmkl af af\ana\mYd afklalmlagfk$ Yf\ [mklge]jk Yj] ZjgY\dq kYlak ]\ oal` l`]aj hjaeYjq ZYfcaf_ j]dYlagfk`ahk&However, the primacy of the bank s relationship with its customers is under threat as never Z]^gj]& <]eYf\k Yf\ ]ph][lYlagfk [gflafm] lg ]ngdn]$ g^l]f ^m]d]\ Zq ]ph]ja]f[]k gmlka\] fYf[aYd k]jna[]k$ Yf\ [gfkme]jk Yj] af[j]Ykaf_dq dac]dq lg \]n]dgh j]dYlagfk`ahk oal` emdlahd] hjg

Contents Welcome Executive summary Global insights • A promising, active environment • The power of trust • The experience is what matters

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