客戶體驗：關鍵戰場

旨在加速歐洲即時支付的推出，歐盟即時支付法規 (IPR) 於 2025 年 1 月 9 日生效

Europe's banking customer experience (CX) is at a crossroads. With research indicating a substantial decline in CX quality across the EU since 2023, banks must view the EU's instant payments regulation not as a burden, but as a strategic gateway to enable innovative product offerings and elevate CX to new heights.

歐洲銀行業客戶體驗 (CX) 正處於十字路口。研究表明，自2023 年以來，整個歐盟的CX 品質大幅下降，銀行必須將歐盟的即時支付監管視為一種負擔，而不是一種負擔，而應將其視為實現創新產品並將CX 提升到新高度的戰略門戶。

Intended to accelerate the rollout of real-time payments in Europe, the EU's Instant Payment Regulation (IPR), which came into force on 9 January 2025, requires European banks to be capable of receiving instant payments (SEPA Instant). Looking ahead, Europe's real-time payments revolution reaches another tipping point in October, as euro-zone banks sprint to meet the deadline to support outgoing SEPA Instant payments.

為了加速歐洲即時支付的推出，歐盟即時支付法規 (IPR) 於 2025 年 1 月 9 日生效，要求歐洲銀行能夠接收即時支付 (SEPA Instant)。展望未來，歐洲的即時支付革命將在 10 月達到另一個轉折點，歐元區銀行將竭盡全力在截止日期前支持 SEPA 即時支付。

Yet, research finds 58% of European banks that do not currently offer instant payments believe the timelines set out by the EU are unrealistic. Banks that fail to deliver on deadline will face administrative sanctions for non-compliance by member states.

然而，研究發現，目前不提供即時支付服務的歐洲銀行中有 58% 認為歐盟設定的時間表不切實際。未能按時交付的銀行將因成員國的違規行為而面臨行政制裁。

This sounds familiar, doesn't it? The parallels with PSD2 are striking. In 2017/2018, troves of analysis and opinion pieces expounded on whether PSD2 would be a threat, burden, or opportunity for financial institutions in Europe.

這聽起來很熟悉，不是嗎？與 PSD2 的相似之處是驚人的。 2017/2018 年，大量分析和評論文章闡述了 PSD2 對歐洲金融機構是否構成威脅、負擔或機會。

However, forward-thinking institutions capitalised on the possibilities created by that EU regulation. BNP Paribas, for example, worked with Token.io to launch Instanea: the first solution to combine PSD2 APIs and SEPA Instant payments. HSBC created HSBC Open Payments: a credible, lower cost and faster alternative to card payments and other traditional payment methods like debit cards, cheque and cash deposits. And just last year, Santander became the latest financial institution to partner with Token.io to modernise real-time money movement for its retail banking clients.

然而，具有前瞻性思維的機構卻利用了歐盟法規所創造的可能性。例如，法國巴黎銀行與 Token.io 合作推出了 Instanea：第一個結合 PSD2 API 和 SEPA 即時支付的解決​​方案。匯豐銀行創建了匯豐開放支付：一種可靠、成本更低、速度更快的替代卡支付和借記卡、支票和現金存款等其他傳統支付方式的方式。就在去年，桑坦德銀行成為最新一家與 Token.io 合作的金融機構，為其零售銀行客戶實現即時資金流動的現代化。

As more financial institutions realise the benefits of leveraging open banking to generate new revenue streams and transform how consumers interact with their accounts and products, it's safe to say that PSD2 — once viewed as a compliance exercise — has now proven to be a driving force for innovation that is fundamentally changing Europe's payments landscape.

隨著越來越多的金融機構認識到利用開放式銀行業務創造新的收入來源並改變消費者與其帳戶和產品互動方式的好處，可以肯定地說，曾經被視為合規活動的PSD2 現在已被證明是推動開放式銀行業務發展的推動力。

With the IPR mandate now in force, there is a similar chance for banks to lead change in product and CX innovation.

隨著智慧財產權授權的生效，銀行也有類似的機會引領產品和顧客體驗創新的改變。

Yes, there are hurdles. Banks must conquer technical roadblocks, ramp up real-time fraud prevention, upgrade legacy infrastructure, transition from batch processing to continuous real-time operations — and do it all at breakneck speed. But the rewards? They're immense. A real-time, interconnected, and borderless payment ecosystem that spans the continent will benefit financial institutions, consumers and businesses alike.

是的，有障礙。銀行必須克服技術障礙，加強即時詐欺預防，升級遺留基礎設施，從批次過渡到連續即時操作，並以極快的速度完成這一切。但獎勵呢？它們是巨大的。橫跨非洲大陸的即時、互聯、無邊界的支付生態系統將使金融機構、消費者和企業受益。

As we approach this watershed moment, it's clear: 2025 will be a defining year for European payments. Those who embrace this change will thrive in the new era of finance; those who don’t risk being left behind in a rapidly evolving real-time world.

當我們接近這一分水嶺時，很明顯：2025 年將是歐洲支付的決定性一年。擁抱這項變革的人將在新的金融時代蓬勃發展；那些不願冒在快速發展的即時世界中落後的風險的人。