A report canvassing the views of retail bank customers and bank executives has been published by consulting, technology services and digital transformation firm Capgemini, in conjunction with service firm efma.The report emphasises that, as lines between traditionally different industries now start to blur, banks now face competition from non-traditional firms who are targeting niche areas of the banking value chain. The main findings from the global survey (a poll of over 10,000 bank customers in 20 countries) were that satisfaction is low, consumers are open to BigTech, and personalisation is key."Increasing digitisation and explosion of new technologies are rapidly changing the banks' ways of working," said Philip Gomm, head of financial services at Capgemini ANZ."Australian banks are interested in collaborating with Fintechs and Bigtechs to make this happen, with 58 per cent of banks beginning to think of their business as a platform. The bank of the future will look nothing like the bank of the past."Barely half of customers said their experience across different bank channels was positive (51.1 per cent in branch, 46.9 per cent on mobile and 51.7 per cent on internet banking) despite continued bank investment.Nearly a third of customers (32.3 per cent) might consider well-known tech companies for financial products and services (that includes 43.0 per cent of Gen Y respondents, 53.0 per cent of tech-savvy consumers and 70.2 per cent of those already likely to switch their primary provider).Gomm, looking at this year's Australian cut of the survey, said one area of focus was around customers' likelihood of purchasing non-banking services from their bank. "These once far-fetched ideas are now in experimentation. For example, the bank is one of the first places you let know you are travelling, we increasingly rely on our cards working overseas. "So once consent is provided, why can't they broker additional products and services based on your data? We acknowledge this is early days, but we might not be that far off from this.The report also canvassed the view of 60 bank executives. A majority of them (71 per cent) believed they could 'generate non-traditional revenue' via collaboration with FinTech and BigTech providers, whether to develop a new service or distribute third-party products via a marketplace platform. Gomm: "Banks are interested in new revenue streams beyond traditional avenues and made increasingly possible by building an open banking ecosystem. For example c-suite bank executives need to be prepared to position their organisation as an owner of the future customer relationship, not a participant."NAB working together with Xero as an SME/ERP financial manager is a great indication of a major [bank] being on the front foot in terms of embracing the emerging model," Gomm said."A couple of recent acquisitions and strategic partnerships, including ANZ/RealAs and NAB/REA are also indications that both are thinking creatively around how they can position an ecosystem of service partners in support of the critical mortgage marketplace."