Analysis of the global retail banking survey: Chapter I (Part 1 of 10): Our recent survey on retail banking, “A New Era of Customer Expectation,” showed that retail banks in developed markets tend to be losing customer trust, while banks in emerging markets are gaining it. What are the implications for global institutions?

Analysis of the global retail banking survey: Chapter II (Part 2 of 10): Banks in developing markets benefit from a higher level of customer trust than those in established markets hit harder by the financial crisis. Some emerging economies, such as Kenya, offer examples of innovative approaches to winning customer loyalty and how this affects consumer behavior.

Customer-driven innovation (Part 3 of 10): Restoring trust and managing consumer expectations will be a key factor in how banks approach technology investment and the development of new products. What kind of innovation can we expect as banks try to cultivate and deepen customer relationships?

Know your customer (Part 4 of 10): The financial crisis has altered consumers’ risk tolerance. Banks will have to leverage IT investment and other processes to better understand customer needs and serve them better.

Transparency and innovation (Part 5 of 10): Banks are experimenting with new ways to reach and keep customers. One key to success: Understanding when customers’ desire a technological solution versus a personal touch.

Financial innovation (Part 6 of 10): Financial innovation has introduced challenges to the financial crisis, but it has also brought benefits to consumers and developing economies. How can banks align financial innovation with customer needs and expectations?

Trust, transparency and institutional relationships (Part 7 of 10) Institutional clients as well as retail consumers now expect a much better understanding of the financial products that they’re buying.

Global retail banking trends (Part 8 of 10): Innovations intended to make banks a more relevant and reliable resource for their customers are being successfully implemented in some markets. One example: real-time, online banking advice from a dedicated financial advisor.

Growth in emerging markets (Part 9 of 10): Some emerging markets have made greater economic progress than others. Understanding what role financial innovation has played in advancing prosperity in regions, such as Taiwan, could help spur growth in developing areas like Africa.

Lessons from high-growth emerging markets (Part 10 of 10): While the role of trust has been crucial to the economic success of some emerging markets, particularly in Asia, a loss of trust has hurt banks in many developed countries. How can banks regain that trust?

Banking takes a new look at innovation (full video): Global banks are adjusting to the new normal following the global financial crisis, and key areas to address include: greater consumer skepticism, shifting credit and investments needs and new customer-service opportunities through evolving technologies. Pierre Pilorge, Ernst & Young’s customer services advisory leader and Wharton finance professor Franklin Allen offer their views.

Allen is coauthor of Financing the Future: Market-Based Innovations for Growth.

Pilorge is the chief force behind our latest survey on global banking, A New Era of Customer Expectation, which found that 44% of some 20,000 retail bank customers surveyed reported lower confidence in the banking industry last year.