Studies & Reports



From the traditional banking system to the customer-centric financial ecosystem
Study Efma, November 2014
Indra and Efma are proud to announce the release of the ‘From the traditional banking system to the customer-centric financial ecosystem’ report. It deals with the following themes: - Where…

Keywords : Customer experience , Strategy



Efma yearbook 2014: A review and analysis of the global retail banking industry
Study Efma, November 2014
The third edition of Efma’s global yearbook is a statistical review of the retail banking industry, and is unique in providing a global perspective on the industry. We have profiled 31 countries…

Keywords : ATM , Branch , Card , Bank Products & Services , Payments , Credit



Insurance in Central Europe: Growth opportunities and strategies in CE insurance
Study Efma, November 2014
In recent years, the business environment in Central Europe (CE) has been challenging for all insurers. Starting in 2013, and especially in 2014 we see regaining confidence and increasing number of debates…

Keywords : Sales management , Insurance Products & Services



Innovation in retail banking 2014
Study Efma, October 2014
Efma and Finacle from Infosys are proud to present the sixth edition of the global innovation in retail banking study. The theme of this year’s study is innovation for customer value. As always,…

Keywords : Innovation , Bank Products & Services



Looking at the bank from the customer's point of view
Study Efma, October 2014
During the summer of 2014, EY was asked to contribute to four think tanks organised by Efma, the global association for retail financial services. The think tanks explored the theme Looking at the bank…

Keywords : Customer experience , Customer loyalty , Customer satisfaction



Banks faced with PSD2: Around payments and beyond, digital wallets and new services
Study Efma, Sopra Banking Software, September 2014
With the Payment Services Directive (PSD) and the second Electronic Money Directive (EMD2), the provision of payment services no longer falls under the scope of the banking monopoly. Such services can…

Keywords : digital wallet , Mobile payment , Mobile payment , payment



Payment innovation: Maximizing the potential of payment analytics
Study Efma, Wavestone, September 2014
This is the first report from the Efma Payment Innovation Think tank, which was formed in early 2014. The Think tank provides a forum at which senior executives from major European banks can meet together…

Keywords : payment , Datamining , Datawarehouse , profitability , Mobile payment , Mobile payment



In search of the € 1 million ATM: Revisiting and Reinvigoration the ATM channel
Study Efma, Clear2Pay, September 2014
A number of technology and regulatory changes will shortly force banks to revisit their ATM parks, often a forgotten operational component of the cards business or branch network. How can banks grasp…

Keywords : ATM , profitability



The evolving face of affluent banking: Adapting service models to new needs
Study Efma, July 2014
The fourth report from the Efma Affluent Banking Advisory Council, which was formed in 2009, presents another year of lively debate. The Council discusses a range of topical issues, current ideas and…

Keywords : Affluent/Private



Cards and payments: Are banks ready to meet the challenges of an uncertain future?
Study Efma, June 2014
The first report from the Efma Cards and Payments Advisory Council, which was formed in 2013, presents a year of lively debate. The Council discusses a range of topical issues, ideas and trends related…

Keywords : Online payment , Online payment , payment , Card , Cash , Check , Cheque , Mobile payment , Mobile payment

Efma reports


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