FinTech Futures & Moneythor：2026弥合零售银行客户期望、AI 战略与个性化服务的差距白皮书（英文版）（19页）.pdf

1、Closing the gap between customer expectations,AI strategy and personalisation in retail banking2|Closing the gap between customer expectations,AI strategy and personalisation in retail bankingCONTENTSSECTION ONEChallenges in retail banking .4SECTION TWOMeeting customer expectations .7SECTION THREEAI

2、-driven banking:strategy and reality .9SECTION FOURAI and the customer experience gap .12SECTION FIVEImplementation and technology considerations .15CONCLUSION .173|Closing the gap between customer expectations,AI strategy and personalisation in retail bankingRetail banking is at a crossroads.Custom

3、ers today expect the same seamless,personalised experiences from their banks that they get from leading digital platforms.Yet many banks are held back by legacy systems and siloed organisations.At Moneythor,we see first-hand how these challenges impact banks ability to engage and activate their cust

4、omers.Industry data consistently shows that even newly acquired customers often disengage within the first three months.It can take over a year for a relationship to become profitable;a dynamic our clients know all too well.This is a critical gap,one that directly affects lifetime value and retentio

5、n.The good news is that technology and AI in particular can change this dynamic.When deployed thoughtfully,AI enables banks to move from broad,generic engagement to deeply personalised,real-time interactions.This is the essence of what we call Deep Banking a philosophy built on three pillars:deeply

6、personalised financial experiences;proactive engagement that anticipates customer needs before they arise;and value that extends beyond transactions into the wider aspects of customers lives.Enabled by a full spectrum of AI,from predictive insights and generative content to conversational assistants