/retail banking

News and resources on retail banking, consumer finance and reinventing customer experience in finance.

[Webinar] Navigating the Macro-economy: Opportunities in Multi-currency SettlementFinextra Promoted[Webinar] Navigating the Macro-economy: Opportunities in Multi-currency Settlement

Join the Community

Learn, share and discuss the latest banking, payments and fintech innovations with the world’s largest fintech community.

Access unique research, content, and real-time alerts, services – free to registered members.

43,836 Members   23,120 Expert opinions

Join the community Sign in

282Reports  274Webinars

Find out more

/retail

Expert opinions

Joris Lochy

Joris Lochy Product Manager at Intix | Co-founder at Capilever

The Next Frontier for Financial Services: Life-Cycle Event Platforms

Worldwide, there is a clear trend towards embedding various services into a single digital customer journey. This has led to the emergence of embedded platforms, product and service marketplaces, and even super-apps that combine multiple offerings into one cohesive app experience. While these embedded journeys are increasingly comprehensive, they

/retail /predictions Digital Bank Transformation

Martin Bradbury

Martin Bradbury Regional Director, Financial Services UK&I at Dynatrace

Banking on resilience: How UK banks can strengthen their IT systems to avoid outages

In February 2025, the UK Parliament’s Treasury Committee launched an inquiry into IT failures across major banks. The inquiry uncovered over 803 hours – equivalent to more than 33 days – of unplanned system outages in just two years. This unusual government intervention into the affairs of private enterprises reinforces the urgency for financial ...

/regulation /retail Banking

Alex Kreger

Alex Kreger Founder & CEO at UXDA

Unlock 41 % Faster Revenue Growth: Digital CX as Profit Engine in Banking

Only 3 % of U.S. companies are truly customer-obsessed. They’re racing ahead with 41 % faster revenue growth, 49 % higher profits and 51% better customer retention according to Forrester’s 2024 US Customer Experience Index. And 2024 Bank Customer Experience Survey by FICO shows that 62% of respondents believe customer experience is as important as...

/retail /markets Innovation in Financial Services

Igor Kostyuchenok

Igor Kostyuchenok SVP of Engineering at Mbanq

An Open Letter to Incumbent Banks

Dear European Incumbents, this an open letter to you from a founder of a FinTech startup. You've been watching the Neobanks like Revolut and N26 acquiring customers in your jurisdiction at a relatively high rate but you weren't worried since most of your customers stayed with you. You have the reputation, you're too big to fail and even you will ...

/retail /predictions Banking Strategy, Digital and Transformation

Samuel Crompton

Samuel Crompton Associate Partner (Banking, Resilience and AI) at IBM

Operational Resilience failures in the UK Retail Sector: A Wake-Up Call

Operational resilience failures have been increasingly in the headlines recently, exposing cracks in the UK retail sector. With consumers feeling the impact, there’s a renewed urgency for retailers to strengthen their business continuity, with disaster recovery strategies now higher on the agenda than before. While the banking sector has undergo...

/payments /retail

/retail

Trending

/retail

Research

Future of Report

The Future of US Digital Payments 2025: ACH & Beyond

A special edition for Nacha's Smarter Faster Payments 2025.    The US digital payments landscape stands at a transformative crossroads. With the launch of RTP in 2016 and FedNow in 2023, the foundational infrastructure for instant payments is finally in place - poised to revolutionise the speed, efficiency, and security of transactions across the economy.    Yet despite these advancements, the path to widespread adoption remains complex and cautious. Entrenched systems like ACH and Wire, with their deep integration and long-standing reliability, continue to dominate due to their established utility and the significant investment required to pivot toward newer rails.    It’s not just a question of technological readiness, but of mindset, cost, and strategy. The advantages of instant payments—real-time access to funds, reduced credit risk, and improved liquidity—are clear. However, to truly unlock these benefits, banks and institutions must overcome the inertia of legacy systems and embrace modernisation, often with the support of flexible, cloud-native solutions that can de-risk and streamline the transition.    This Finextra report, in association with Form 3, explores industry sentiment on the future of US digital payments and showcases the views of BNY, Citizens, Green Dot, J.P. Morgan, U.S. Bank, and the US Faster Payments Council. It explores:    Evolving ACH infrastructure;  Enhancing RPT and FedNow capabilities;  How new rails interact with existing rails;  Redefining transactional architecture through emerging technologies;  Recognising risk as a strategic advantage in fraud prevention;  Prioritising innovation and compliance at the same time. 

264 downloads

Survey

US Regulation Survey 2025: Compliance at a Crossroads

Assessing financial industry preparedness in a shifting US regulatory landscape as organisations struggle with deadlines, cost, and technology. In an environment of rapidly evolving regulations, driven by legislative and policy shifts at the federal and state levels, the US regulatory landscape is marked by complexity and uncertainty. Understanding the level of preparedness across industries is crucial for ensuring compliance, mitigating risk, and enhancing operational efficiency. This survey was conducted at the beginning of 2025, gathering financial services industry sentiment as the Trump Administration took office and began pivoting on key regulatory elements. With the US financial regulation regime also somewhat in limbo, that uncertainty was – and is – increasingly impacting the views of the 200 organisations surveyed. Analysis of our survey responses provides a comprehensive overview of the state of regulation readiness in the US, differences in reporting obligations, the impacts of automation for compliance, the roles of technology and data, and industry plans for modernisation. We explore: Which regulations will have the biggest impact on US financial services in 2025; Regulatory effects on organisational frameworks, budgets and staffing; How organisations are leveraging technology and partnerships to streamline regulatory compliance.

275 downloads

Impact Study

Cross-border payments: How is the market addressing G20 targets?

This impact study explores how far along the G20’s cross-border roadmap firms have travelled; why cutting-edge technology platforms are imperative in today’s instant payments world; as well as how financial leaders can go beyond the G20’s objectives, in order to ensure prosperity for the coming decade.  The cross-border payments market is one of the fastest growing money movement markets in the world. It reached $150 trillion in 2017, and by 2027 is expected to reach $250 trillion – a rise of over $100 trillion in just ten years. There are several factors that have led to the increase in global remittances, be they wholesale or retail in origin, including expanding supply chains; globalised investment flows; international trade and e-commerce; as well as the increased global movement of people, resulting in more money being sent across borders.  While cross-border payments are booming, many financial institutions are still struggling to keep their technology platforms up to speed, and the drive toward real-time is having deep ramifications for organisations’ operations. To address these challenges, a gathering of some of the world’s largest economies, known as the Group of Twenty (G20), set out a roadmap in 2021 to improve cross-border payments.  Also providing impetus for widespread modernisation are mandated initiatives like new, and continually evolving, ISO 20022 message and data standards and the European Union (EU)’s Digital Operational Resilience Act (DORA) – forcing players in the highly-competitive payments space to invest in smarter services, customer centricity, and on top of that, become the engines of growth.  This Finextra impact study, produced in association with Temenos, explores:   A status update on the G20 cross-border targets;  The need for modernisation - an overview of other factors affecting cross-border payments;  A roadmap for change beyond G20;  Real-life case studies. 

484 downloads

/retail

FinextraTV

Making an Impact: Bevis Watts on 10 Years in Sustainable Finance

Joining the virtual FinextraTV studio as part of the Unplugged series, Bevis Watts, CEO, Triodos Bank UK reflects on his last 10 years at the sustainable bank. From changing tides of industry, to moving toward the digital revolution, Watts describes his pride at the impact created and sets out his vision for the future as he steps down and away.

/retail

Long reads

Tushar Chitra

Tushar Chitra Vice President, Product Strategy and Management at Oracle Financial Services

Originations, evolved: Blending digital and banker touch for modern retail banking

Retail banks stand at a crossroads. To win the trust and loyalty of next-gen customers, they must transform onboarding and origination into a seamless, customer-centric journey that balances digital convenience with human expertise. The time to act is now: those who prioritise the customer will lead the future of retail banking. Winning next-gen c...

Gareth Walton

Gareth Walton Head of EMEA Sales at Nextdoor

The power of social media in taking financial health messages to neighbourhoods

High street banks have spent decades building up customer trust and loyalty. Their branches, a familiar sight across most UK towns and cities, provide a space where customers can seek advice and assurance around their personal finances. As such, banks’ physical buildings have come to symbolise their overall reliability and stability, underlined by...

Lauren McCollom

Lauren McCollom SVP and Head of Embedded Finance at Grasshopper

Bank-fintech partnerships: Banking on innovation in 2025

The fintech sector has evolved into a critical pillar of modern banking, and in 2025, it is poised for another year of growth. Building from the momentum in the second half of 2024, this year, the sector is expected to see increased investment and merger and acquisition activity, leading the industry to grow by more than 25% and reach a valuation ...