How retail banks are using digital tools to retain customers ?

Abstract

During the past years, we worked in banks (like BNPP) and have experimented a development of the digital impact on this industry We choose to study retention in banks, which are historically among the first firms impacted by the digitalisation of our society. In addition, development of customer loyalty is one of the most important goal for all the companies. Indeed, the competition is rising, with less and less barriers to this market’s entrance (cf: Fintech). So, each bank need to improve itself and maximize is consumer retention, to face the entrance of new actors. On the first part, we will talk about the important of the retention, on the second part, we will talk about the impact of the digital on banks and customers, Finally, we will analyse the current transformation of bank sector.