凯捷Capgemini：2024年寄希望于富有同情心的客户关系报告：为什么值得（英文版）

Now, in the digital age, people can take charge of their finances independently and reduce their reliance on in-branch staff. In fact, this has caused banks to significantly diminish their brick-and-mortar presence or convert their branch networks into advisory or investment centers. Although the convenience that modern digital banking offers to both customers and banks is great, it also means that the bank-customer relationship has suffered – It’s become more impersonal and anonymous, prompt