Customer Experience Matters! A seminar on Customer Experience in Retail Banking

  • September 11, 2014
  • 15.30 to 17.00 pm CET
  • ACT B.04.095 - ING Bankzaal , Bijlmerdreef 24, 1102 CT Amsterdam, The Netherlands

Personal Invitation to Seminar on Customer Experience in Retail Banking.

Today the relationship of a bank with its customers is under threat like never before. End users now seek seamless interactions via multiple channels with faster and almost instantaneous responses. Therefore banks must go the extra mile to retain customers, win more business and create genuine loyalty.

Retail banking customers reported fewer positive customer experiences for the first time in three years, according to the eleventh annual World Retail Banking Report (WRBR) by Capgemini and EFMA. This decrease, signals an early warning for the industry .The findings in this year’s report, demonstrate that retail banks need to digitally transform, i.e. be more agile, innovative, social, and mobile in order to create a more meaningful experience to engage their Generation Y customer base who are driving current and future demands. According to the report enhanced positive customer experience has a direct impact on growth and profitability. Click Here to read more.

To know more on the subject of customer experience join us on 11th Sep,  15.30 to 17.00 pm CET, where Capgemini experts walk you through the findings of the report and show you some real life customer experience cases.


  • Erik van Druten - Retail Banking expert Capgemini - briefly explains the findings of the WRBR 2014
  • Manfred van Gurchom – Expert in Customer Experience & Digital, Capgemini Consulting and author of the book ‘Customer Experience in Practice’- presents Customer experience cases
    • Highlights from the customer experience approach & steps organizations can take to become more client centric
    • How to create valuable, distinctive customer journeys
    • Examples from organization improving or innovating their customer experience


We strongly believe that this would be a well spent hour and a half for you and hope you can make it.


Warm welcome!

Your friends at Capgemini.