本文源引自知识资源脑库Global Treasurer 最新的分析结论（发表于2024年2月13日），采用中英双语排版，由ImmersiveTranslate提供翻译支持
正文：
Banks are prioritizing customer experience, leveraging technology, data, and digitization to build loyalty and stay competitive. Future banking trends include cloud-based models, API connections, and adherence to open banking regulations and ISO 20022.
银行正在优先考虑客户体验，利用技术、数据和数字化来建立忠诚度并保持竞争力。未来的银行业趋势包括基于云的模型、API 连接以及遵守开放银行法规和 ISO 20022。
Banks have traditionally competed on factors like products, pricing, and distribution networks. However, in today’s digital era with increased competition from fintech disruptors, traditional banks realize that superior customer experience is essential to retaining and growing their customer base.
传统上，银行在产品、定价和分销网络等因素上进行竞争。然而，在当今的数字时代，金融科技颠覆者的竞争日益激烈，传统银行意识到卓越的客户体验对于保留和扩大客户群至关重要。
This is not just a passing fad – customer experience has become a top strategic priority for banks because it directly impacts customer acquisition, retention, and loyalty. Positive experiences lead to greater customer advocacy and higher lifetime value.
这不仅仅是一时的时尚——客户体验已成为银行的首要战略重点，因为它直接影响客户的获取、保留和忠诚度。积极的体验会带来更多的客户拥护和更高的终身价值。
On the flip side, poor experiences diminish trust and push customers to explore alternatives.
另一方面，糟糕的体验会削弱信任并促使客户探索替代方案。
Leading banks are making substantial technology investments to enable personalized, omnichannel interactions and simplify historically convoluted processes. They are also focused on understanding emerging customer needs and pain points through voice-of-customer programs and journey mapping.
领先的银行正在进行大量技术投资，以实现个性化、全渠道交互并简化历史上复杂的流程。他们还专注于通过客户之声计划和旅程图来了解新兴客户的需求和痛点。
The goal is to transform complex backend systems into intuitive customer-centric solutions.
目标是将复杂的后端系统转变为直观的以客户为中心的解决方案。
This cultural shift puts the customer front and center across all bank activities – from product development to channel strategies and performance incentives. Banks realize that while short-term profits matter, overdependence on legacy sources of revenue is risky amid rising consumer expectations.
这种文化转变将客户置于银行所有活动的前沿和中心——从产品开发到渠道策略和绩效激励。银行意识到，虽然短期利润很重要，但在消费者预期不断上升的情况下，过度依赖传统收入来源存在风险。
Competing effectively on customer experience builds strategic advantages that are harder for competitors to replicate quickly.
在客户体验方面进行有效竞争可以建立竞争对手更难以快速复制的战略优势。
The Shift Towards Customer-Centric Banking
向以客户为中心的银行业务的转变
Banks are focusing on customer experience for a multitude of reasons given the customer is more at the heart of organizations than ever.
鉴于客户比以往任何时候都更加成为组织的核心，银行出于多种原因关注客户体验。
There is a substantial difference between occasionally providing products or services to customers and building a loyal customer relationship. In an increasingly competitive market, customers have ever-higher expectations.
偶尔向客户提供产品或服务与建立忠诚的客户关系之间存在本质区别。在竞争日益激烈的市场中，客户的期望越来越高。
It is, therefore, essential that banks design their customer experience (CX) to be as optimal as possible. A distinctive CX potentially increases customer loyalty, whereby satisfied customers tend to return, become ‘promoters’, and make repeat purchases.
因此，银行必须将客户体验 (CX) 设计得尽可能最佳。独特的客户体验可能会提高客户忠诚度，因此满意的客户往往会再次光顾，成为“促销员”并进行重复购买。
Technology plays a key role in ensuring this connected customer experience. To deploy technology successfully, organizations need to know, ‘What does the customer do? What does your customer want?’. Innovating and staying connected with customers can help organizations increase and retain customer loyalty.
技术在确保这种互联的客户体验方面发挥着关键作用。为了成功部署技术，组织需要知道“客户做什么？”你的客户想要什么？创新并与客户保持联系可以帮助组织提高和保持客户忠诚度。
The Role of Data in Optimizing Customer Experience
数据在优化客户体验中的作用
Data is the new currency in the digital era, and financial institutions must harness its power to stay competitive. The maximization of data value is a cornerstone of digitization.
数据是数字时代的新货币，金融机构必须利用其力量来保持竞争力。数据价值的最大化是数字化的基石。
Establishing an efficient data environment that drives the bank with data and empowers customers through personalized experiences is crucial. Leveraging advanced analytics and AI-based insights allows financial institutions to differentiate themselves and stay ahead in a data-driven world.
建立一个高效的数据环境，以数据驱动银行并通过个性化体验为客户提供支持至关重要。利用先进的分析和基于人工智能的洞察力，金融机构能够脱颖而出，并在数据驱动的世界中保持领先地位。
However, while data can be a powerful ally in fostering trust between brands and customers, it is essential to use customer data responsibly while respecting customer privacy. That means making sure customers feel their data is always being used in their best interest.
然而，虽然数据可以成为促进品牌与客户之间信任的强大盟友，但在尊重客户隐私的同时负责任地使用客户数据至关重要。这意味着确保客户感到他们的数据始终是为了他们的最佳利益而使用的。
Encouraging them to consume less of something can reinforce this message, particularly when combined with data-driven insights to serve customers better and improve their experience.
鼓励他们减少消费可以强化这一信息，特别是与数据驱动的见解相结合，以更好地为客户服务并改善他们的体验。
The Impact of Digitization on Customer Experience
数字化对客户体验的影响
Digitization is more than a superficial makeover; it involves a fundamental shift in business operations. End-to-end digital agile operations mean a complete transformation of business models through digital enterprise architecture and intelligent automated workflows.
数字化不仅仅是表面的改造；它涉及业务运营的根本转变。端到端数字化敏捷运营意味着通过数字化企业架构和智能自动化工作流程实现业务模式的彻底转型。
Financial institutions are embracing a new way of working, breaking away from outdated practices to achieve operational agility that adapts to the dynamic demands of the modern financial landscape.
金融机构正在拥抱一种新的工作方式，摆脱过时的做法，以实现适应现代金融格局动态需求的运营敏捷性。
The cloud is no longer just a technological buzzword; it is the backbone of new business models featuring digitization strategies. Embracing cloud-native architecture and containerization, financial institutions can create and deploy new services promptly.
云不再只是一个技术流行语；而是一个技术流行语。它是以数字化战略为特色的新商业模式的支柱。采用云原生架构和容器化，金融机构可以快速创建和部署新服务。
This modern approach to application deployment, within a hybrid multi-cloud environment, facilitates a complete transformation of business models, aligning them with the principles of digitization, agility, and intelligence.
这种在混合多云环境中进行应用程序部署的现代方法有助于业务模型的彻底转型，使其与数字化、敏捷性和智能的原则保持一致。
The Future of Customer Experience in Banking
银行业客户体验的未来
The future of customer experience in banking is promising, with several trends shaping its trajectory. We already know that some banks will stop developing new services for corporates entirely for the old channels and further development will focus only on API connections.
银行业客户体验的未来充满希望，有几个趋势决定了其发展轨迹。我们已经知道，一些银行将完全停止为企业开发新服务，完全针对旧渠道，进一步的发展将仅集中在API连接上。
But our concern should be how long it will take before this becomes the new norm with all your banks and how easy it will be to use the new services and APIs. This will mean that the existing channels will still exist for a good time.
但我们应该关心的是，这需要多长时间才能成为所有银行的新规范，以及使用新服务和 API 的容易程度。这将意味着现有渠道仍将存在很长一段时间。
However, these new services will be essential decision-making factors when corporations choose banks for cash management. Banks that won’t be able to deliver innovative solutions that the customers want will be eliminated from the selection process, or at least they won’t make it to the final rounds.
然而，当企业选择银行进行现金管理时，这些新服务将成为重要的决策因素。无法提供客户所需的创新解决方案的银行将被从选择过程中淘汰，或者至少不会进入最后几轮。
Open banking regulations and global payments messaging standard ISO 20022 are prompting treasurers to digitalise and improve processes ranging from liquidity decision-making to fraud detection.
开放银行法规和全球支付消息传递标准 ISO 20022 正在促使财务主管实现从流动性决策到欺诈检测的数字化和改进流程。
Such advances should help them contribute significantly to the success of their organisations. With the right implementation, ISO 20022 can enable strategic cash management and improve firms’ relationships with their customers through better data sharing and interoperability.
这些进步应该有助于他们为其组织的成功做出重大贡献。通过正确实施，ISO 20022 可以实现战略性现金管理，并通过更好的数据共享和互操作性改善公司与客户的关系。
