表紙:銀行業における顧客体験:テーマ別分析
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1000674

銀行業における顧客体験:テーマ別分析

Customer Experience in Banking - Thematic Research

出版日: | 発行: GlobalData | ページ情報: 英文 39 Pages | 納期: 即納可能 即納可能とは

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銀行業における顧客体験:テーマ別分析
出版日: 2021年04月15日
発行: GlobalData
ページ情報: 英文 39 Pages
納期: 即納可能 即納可能とは
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概要

銀行業界においても、各企業が提供する商品・サービスのみならず、優れた顧客体験の提供が業績に大きく関係する、という認識が広がりつつあります。現在のような低金利・高コスト状態では、その重要性が一層高くなっています。新型コロナウイルス感染症 (COVID-19) によるチャネル構造の劇的変化についていけない企業が多い一方、顧客体験の点でのわずかな失敗が多大な影響を及ぼすこともあります。各企業は関連ITC技術への大規模投資などで対応しようとしていますが、システムの複雑さやコストの重さが大きな負担となっています。

当レポートでは、世界の銀行業界における顧客体験の導入・活用状況とその成果について分析し、現在までの導入状況や関連するICT投資の動向、導入への主な影響要因 (技術/マクロ経済/政治/規制要因)、主な活用事例、今後の機会と課題などを調査しております。

目次

目次

エグゼクティブサマリー

  • 市場参入企業
  • 分析テーマの概略
  • 動向
  • 業界分析
  • バリューチェーン
  • 企業
  • 分野別のスコアカード
  • 用語集
  • 参考文献
  • 「Thematic Research」の分析手法
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目次
Product Code: GDRB-TR-S031

Amid COVID-19, the sheer volume and velocity of channel shift has put many providers on the back foot. Closing channel gaps quickly has increased the risk of getting things wrong, while the number of net new digital users has magnified even minor user experience failings. To complicate things further, the pandemic is changing what matters most to many customers, with pre-existing environmental, social, and governance trends translating into efforts to rebuild "better" post-pandemic. This report explores the impact of these developments and the future of customer experience in banking.

Customer experience - the customer's perception of their provider through the sum of all interactions - has come into sharp focus these last 12 months. As firms like Apple and Amazon have demonstrated, real value resides not just in the products and services a company provides but in how it provides them, especially when the economics of that product decline - as in a low interest rate environment - and when the costs of "bad" experiences increase, with customers operating under conditions of acute life stress.

Many banks have already poured millions into customer experience projects, often with mixed results. This is partly because a customer's banking relationship includes so many different journeys, which banks must optimize across an ever-evolving mix of products and channels. Teams eager to achieve dramatic impact often set out to create moments of customer delight and fix pain points across all journeys or processes at the same time. As a result, they often end up overwhelmed by the complexity and cost of redesign, creating a similar type of "fatigue" that afflicts big bang digital transformation efforts.

Scope

  • GlobalData's executive survey of technology decisions-makers at banks globally indicates that "customer satisfaction" is the leading objective influencing ICT investments.
  • Despite incumbent banks' focus on customer and user experience, the number of US and UK customers that believe digital-only banks offer more advanced banking and have better services increased in 2020 compared to 2018.
  • UK banks experienced a net reduction in detractors across 2020 versus 2018, consistent with a flight to quality amid ongoing market uncertainties.

Reasons to Buy

  • Identify key players within the customer experience value chain.
  • Understand key technology, macroeconomic, political, and regulatory trends within customer experience.
  • Learn about priority customer experience investment areas for incumbent banks, supported by case study insight.

Table of Contents

Table of Contents

Executive summary

  • Players
  • Thematic briefing
  • Trends
  • Industry analysis
  • Value chain
  • Companies
  • Sector scorecards
  • Glossary
  • Further reading
  • Our thematic research methodology
  • About GlobalData
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