Capgemini – World Retail Banking Report, 2025

The main theme of the report is the exploration of the role of card products in the modern banking landscape.

Key findings include: Cards remain an important tool for attracting and engaging customers, but the rules for their use have changed. 73% of credit customers are motivated by access to exclusive offers, rewards, and cashback, but 74% are indifferent or dissatisfied with their current card experience. The importance of contactless and remote payment options is growing, which could change 15-25% of future card transaction volume growth. Banks face challenges in attracting digital customers, opening opportunities for FinTech companies and new customer-focused players. The report emphasizes the importance of creating memorable card journeys for today's demanding customers.