New research from FinTech Futures and Moneythor reveals why most banks are falling behind on engagement, and what the ones pulling ahead are doing differently.
Whitepaper
Closing the Gap: Customer Expectations, AI and Personalisation in Retail Banking
What You’ll Learn About the Industry’s Biggest Digital Banking Challenges
Based on responses from retail banking leaders worldwide, it uncovers where the gaps are widest, why AI adoption is stalling, and what it actually takes to close the distance between customer expectations and what banks deliver today.
62% of institutions say acquisition is their top priority, yet 74% rate their own efforts as only moderately successful. The report unpacks where ambition and execution diverge.
Customer drop-off averages 13% across surveyed institutions, while new customers take 12 months to become profitable. This is the window where most banks are leaving money on the table.
Only 12% of banking leaders believe their institution excels at meeting customer expectations. The report identifies the technology and organisational barriers holding banks back.
65% of banking customers are no longer active in digital channels. The report shows where the dormant majority are being lost and how leading banks are bringing them back with real-time data.
Why Customer Engagement Is the Defining Challenge in Digital Banking
Most banks invest heavily in digital platforms. Few have solved what happens after a customer signs up. 61% of banking professionals cannot track the customer journey effectively. 55% cannot deliver personalised experiences at scale. 49% fail to sustain engagement beyond onboarding.
The commercial cost is direct. New customers take up to 12 months to become profitable, and there is a 15% drop off within the first three months. Every engagement gap is acquisition spend that never returns.
The banks closing this gap are not outspending their competitors. They are acting on transaction data faster, with AI and real-time personalisation embedded in the product from day one.
Download the research. See where your bank stands.
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