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By Dr. Florian FORST, Mariia NYKYTIUK and Arnd HEßELER, zeb consulting*
Across Europe, retail banks are struggling to remain profitable. Traditional sources of revenue such as loans and deposits are stagnant or shrinking amid low interest rates, while new competitors such as online personal finance web sites are winning an increasing share of the customer wallet.
Since the global financial crisis, Europe’s banks have promoted a supposedly customer-centric approach as the route to sustainable profitability. Yet the results of a consumer survey conducted for zeb’s latest 2019 European Retail Banking Study proves that in the eyes of the only audience that matters – the clients – customer-centric banking is a myth. Overwhelmingly, customers see banks...
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