Accelerating digitalization, changing customer behavior, economic volatility, increasing regulatory pressure and fierce competition from various sides are challenging the future of banks and parties providing banking and bank-related services. Strengthening customer intimacy is not self-evident in an environment like this. Especially when brand differentiation is lacking.

In this report we explore the notion of the Connected bank. Connected is KPMG's approach to digital transformation. Focal point is the challenge how to continue to add value and how to stand out from your competitors. The main response to that challenge is to put customer experience at the heart of everything the organization does. Connected, based on commissioned studies in 2018 and 2020 conducted by Forrester Consulting on behalf of KPMG, describes our knowledge about the eight capabilities organizations have to build in order to be able to become customer centric. Organizations are twice as likely to be successful if they invest adequately in these capabilities. What does this mean for banks and bank-related services? Let us find out.

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