1、World Report Series 2024Retail BankingTake an efficiency leap with frictionless,personalized bankingIntelligent banksdo more with less2World Retail Banking Report 2024Foreword 3 Executive steering committee 5Executive summary 6Shifting sands:banks prepare for turbulent macroeconomic headwinds 8Banks

2、 take a leap forward in efficiency and customer experience with generative AI 16Pursue an enterprise-wide approach to scale AI capabilities and value 34Conclusion 50Methodology 51Partner with Capgemini 52ContentsForewordAs we celebrate the 20th anniversary of our World Retail Banking Report,its rema

3、rkable to reflect on the journey since its launch in 2004.The first decade of the report,from 2004 to 2013,saw significant events such as the adoption of the euro currency;the introduction of Single Euro Payments Area(SEPA)that standardized cross-border euro transactions within Europe;the infamous 2

4、008 financial crisis;and the emergence of the Great Recession following the end of Great Moderation in the US.Additionally,blockchain made its debut in 2009,when Satoshi Nakamoto,invented Bitcoin and brought blockchain technology to the world.In 2010,the Dodd-Frank Act defined a series of federal re

5、gulations to prevent future financial crises.Between 2014 and 2023 there was a transformative shift in the banking sector.The Payment Services Directive 2(PSD2)regulation was released by the EU in 2016.This initiated the transition from proprietary data to the open banking era,empowering the rise of

6、 FinTechs.Digital transformation,which was already in progress,was accelerated by the 2020 pandemic.Notably,this period marked a significant move towards API and cloud technology,enhancing agility and efficiency for financial institutions.As we look back on these two decades,our World Retail Banking