Trends

The financial crisis has altered consumers’ risk tolerance. Banks will have to leverage IT investment and other processes to better understand customer needs and serve them better.

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1 Analysis of the Global Retail Banking Survey

Ernst & Young’s recent survey on retail banking — “A New Era of Customer Expectation” — showed that retail banks in developed markets tend to be losing customer trust, while banks in emerging markets are gaining it. What are the implications for global institutions?

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2 Customer-driven Innovation

Restoring trust and managing consumer expectations will be a key factor in how banks approach technology investment and the development of new products. What kind of innovation can we expect as banks try to cultivate and deepen customer relationships?

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3 Know Your Customer

The financial crisis has altered consumers’ risk tolerance. Banks will have to leverage IT investment and other processes to better understand customer needs and serve them better.

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4 Trust, Transparency, &Institutional Relationships

Institutional clients as well as retail consumers now expect a much better understanding of the financial products that they’re buying.

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5 Global Retail Banking Trends

Innovations intended to make banks a more relevant and reliable resource for their customers are being successfully implemented in some markets. One example: real-time, online banking advice from a dedicated financial adviser.

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