凯捷Capgemini：2024年情报将银行联络中心转变为价值创造者报告（英文版）

It's no secret that traditional banking, whetherin-person visits, phone calls, or ATMs, is losing its lusterAlthough the trend toward digital banking began withthe rise ofsmartphone apps, the pandemic forcedbranch closures that accelerated the migration ofcustomers toward online channels.Capgemini's World Retail Banking Report 2024underscores the enduring momentum of this transition.According to the report, 37% of customers preferdigital channels more, over branch visits, while24% of