Studies & Reports



The state of CX management in retail banking 2016
Study Forrester, November 2016
What’s the customer experience maturity level of the banking industry?Forrester surveyed Efma members, and three-quarters of them said that their bank aspires to be a leader in customer experience…

Keywords : Customer experience



Responding to change: how are banks using information and pricing strategies to boost profitability?
Study Oracle Corporation, November 2016
The financial services industry has changed significantly in recent years and is currently undergoing a massive transformation. This has been partly driven by a huge array of regulations and an enormous…

Keywords : Big data , Offer/Pricing



Retail banking in Asia Pacific: Digital transformation
Regional review Efma, November 2016
Banks operating across Asia Pacific are caught up in a whirlwind of change. The phenomenal growth experienced by the region’s financial services sector over the last decade has been stunted by a…

Keywords : Digital/Mobile channels , Bank Products & Services , SME/Corporate , Affluent/Private , Biometrics , Fintech , Islamic customer , Robotics/AI , Innovation



World FinTech Report 2017
Study LinkedIn, Capgemini, November 2016
In a world of changing dynamics where finance and technology collide, Capgemini and LinkedIn, in collaboration with Efma, bring you the first World FinTech Report 2017. Designed to explore new models…

Keywords : Fintech , Innovation



The new place of financial advisors in customer experience
Study Wavestone, October 2016
Financial services are still facing today the collateral effects of the financial crisis. Most of their efforts lately have been into responding to the new regulations, stabilizing their finances by making…

Keywords : Financial advice , Customer experience , Robotics/AI



Central Europe banking outlook: Winning in the digital arms race
Study Deloitte, October 2016
This report examines the outlook for performance, consolidation and digitalization in the CE banking sector. It seeks to identify key drivers of profitability and balance sheet growth over the next three…

Keywords : Strategy



Innovation in retail banking: The emergence of new banking business models
Study Infosys, October 2016
Efma and Infosys Finacle are proud to present the eighth annual study of innovation in retail banking. The theme of this year’s study is the emergence of new banking business models and how disruptive…

Keywords : Operational excellence/Cost efficiency , Innovation , Fintech , Digital/Mobile channels



Wealth management and private banking – Global market, global clients but local specificities
Study Deloitte, September 2016
Deloitte and Efma are delighted to present you the results of the second edition of the wealth management and private banking survey. This year, our white paper addresses challenges and opportunities…

Keywords : Affluent/Private



Evolution of private banking and wealth management resulting from digitalisation
Study Comarch, September 2016
Some attributes of private banking do not – should not – change.Highly individual approach towards every single client, personal relationships between the bankers and the banked, an extra…

Keywords : Affluent/Private , Digital/Mobile channels



Fintech & banking: Collaboration for disruption
Study AXIS Corporate, September 2016
Efma and AXIS Corporate take great pleasure in presenting our combined FinTech & Banking publication.The age of banking 3.0 has moved on from its association with traditional brands to a new generation…

Keywords : Fintech , Innovation

Efma reports


With more than 30 reports published yearly, co-written with leading consulting and IT partners (Efma associate members), we offer a snapshot of market trends for you to get inspired through winning strategies developed on other continents.

Check out the Efma reports brochure for more information about the 2016 reports and the reports to come.

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