How Top Banks Are Turning Customer Experience into Sustainable Growth

In a world saturated with digital noise, where customer loyalty is increasingly rare, how can traditional banks not just survive, but thrive? I’m joined on the Banking Transformed podcast by Kartik Ramakrishnan, CEO of Financial Services at Capgemini, to discuss the eye-opening findings from their just-released 2025 World Retail Banking Report. This report reveals some concerning trends, including the a vast majority of customers are indifferent or outright dissatisfied with their current banking experiences. Meanwhile, banking executives are struggling to convert prospects into customers, with significant gaps between what consumers want and what banks are delivering. But within these challenges lie extraordinary opportunities for transformation. We explore how leading financial institutions are using the customer-centric "flywheel growth model" to attract, engage, and delight digital-first customers in an increasingly competitive landscape.

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