客户体验：关键战场

旨在加速欧洲实时支付的推出，欧盟即时支付法规 (IPR) 于 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.

欧洲银行业客户体验 (CX) 正处于十字路口。研究表明，自 2023 年以来，整个欧盟的 CX 质量大幅下降，银行必须将欧盟的即时支付监管视为一种负担，而不是一种负担，而应将其视为实现创新产品并将 CX 提升到新高度的战略门户。

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.

为了加速欧洲实时支付的推出，欧盟即时支付法规 (IPR) 于 2025 年 1 月 9 日生效，要求欧洲银行能够接收即时支付 (SEPA Instant)。展望未来，欧洲的实时支付革命将在 10 月份达到另一个转折点，欧元区银行将竭尽全力在截止日期前支持 SEPA 即时支付。

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，研究发现，目前不提供即时支付服务的欧洲银行中有 58% 认为欧盟设定的时间表不切实际。未能按时交付的银行将因成员国的违规行为而面临行政制裁。

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.

这听起来很熟悉，不是吗？与 PSD2 的相似之处是惊人的。 2017/2018 年，大量分析和评论文章阐述了 PSD2 对欧洲金融机构是否构成威胁、负担或机遇。

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，具有前瞻性思维的机构利用了欧盟法规所创造的可能性。例如，法国巴黎银行与 Token.io 合作推出了 Instanea：第一个结合 PSD2 API 和 SEPA 即时支付的解决方案。汇丰银行创建了汇丰开放支付：一种可靠、成本更低、速度更快的替代卡支付和借记卡、支票和现金存款等其他传统支付方式的方式。就在去年，桑坦德银行成为最新一家与 Token.io 合作的金融机构，为其零售银行客户实现实时资金流动的现代化。

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.

随着越来越多的金融机构认识到利用开放式银行业务创造新的收入来源并改变消费者与其账户和产品互动方式的好处，可以肯定地说，曾经被视为合规活动的 PSD2 现在已被证明是推动开放式银行业务发展的推动力。正在从根本上改变欧洲支付格局的创新。

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

随着知识产权授权的生效，银行也有类似的机会引领产品和客户体验创新的变革。

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，有障碍。银行必须克服技术障碍，加强实时欺诈预防，升级遗留基础设施，从批处理过渡到连续实时操作，并以极快的速度完成这一切。但奖励呢？它们是巨大的。横跨非洲大陆的实时、互联、无边界的支付生态系统将使金融机构、消费者和企业受益。

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.

当我们接近这一分水岭时，很明显：2025 年将是欧洲支付的决定性一年。拥抱这一变革的人将在新的金融时代蓬勃发展；那些不愿冒在快速发展的实时世界中落后的风险的人。