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

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Expert opinions

Joris Lochy

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

Innovation or Illusion? Belgian’s first Savings Account with daily interest payouts.

At the end of August, Revolut launched a new savings product in Belgium — a non-regulated account with daily interest payouts. As the first of its kind in Belgium, the news made headlines, and LinkedIn buzzed with speculation: Is this the future of banking in Belgium, or just clever packaging? At first glance, it feels fresh and exciting. A sav

/retail /predictions Fintech World

Sergiy Fitsak

Sergiy Fitsak Managing Director, Fintech Expert at Softjourn

FinTech Compliance in 2025: The Rules Are Changing — Are You Ready?

As fintech platforms expand globally and adopt emerging technologies, they face a rapidly shifting regulatory environment. From data privacy and payment security to open banking and AI explainability, compliance is no longer just a box to tick; it is central to product design, user trust, and operational scalability. This article outlines the key r...

/payments /retail Banking Strategy, Digital and Transformation

Anton Tekhtelev

Anton Tekhtelev Head of Product and Business Development at Guavapay

Why Fintech UX Is About Processes, Not Just Pixels

When we talk about user experience, the first things that come to mind are colors, layouts, and interactions. But during my work, I discovered something bigger — good UX in fintech is not just about pixels. It’s about processes. The Problem With “Late Feedback” When I started working in fintech, my product design reviews revealed a clear pattern:

/retail /startups User Experience

Anton Tekhtelev

Anton Tekhtelev Head of Product and Business Development at Guavapay

How to Give Feedback on Bad Fintech UX Without Demotivating Your Staff

Giving feedback on UX of your fintech app or website is a daily ritual for senior managers, product leaders, and stakeholders. But too often, feedback sounds like judgment instead of collaboration. And that kills motivation faster than any pixel misaligned on a screen. I remember lots of cases when I was staring at some new feature and thinking: “...

/retail User Experience

Alex Kreger

Alex Kreger Founder and CEO at UXDA Financial UX Design

Highlight ROX in Digital Banking to Get Executive Buy-In for UX

It’s a wake-up call for product owners, digital project managers, and designers in banks and financial institutions. You can—and must—move UX (user experience) and digital branding to the center of strategy and weave them into the DNA of the business. Because if you don’t, you’re not just risking a bad app rating—you’re risking the future of your ...

/retail /markets Banking Strategy, Digital and Transformation

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Trending

Sergiy Fitsak

Sergiy Fitsak Managing Director, Fintech Expert at Softjourn

FinTech Compliance in 2025: The Rules Are Changing — Are You Ready?

Anton Tekhtelev

Anton Tekhtelev Head of Product and Business Development at Guavapay

Why Fintech UX Is About Processes, Not Just Pixels

Anton Tekhtelev

Anton Tekhtelev Head of Product and Business Development at Guavapay

How to Give Feedback on Bad Fintech UX Without Demotivating Your Staff

Alex Kreger

Alex Kreger Founder and CEO at UXDA Financial UX Design

Highlight ROX in Digital Banking to Get Executive Buy-In for UX

/retail

Research

Impact Study

Case Management: The key to revolutionising cross-border payments

While the challenges of case management and inefficient E&I processes are not new, the need to address them is more pressing than ever – especially given the G20’s roadmap deadline and the impending global migration to ISO 20022.  In today’s digital era, end-users expect payments to be faster, cheaper and more convenient than ever before – whether domestic or cross-border. As global payment barriers are overcome, banks are tasked not only with meeting customer demands, but business and regulatory ones too.  Enhanced cross-border payments – as supported by the G20’s roadmap and the richer data that ISO 20022 provides – are becoming a real differentiator, with the capability to unlock tremendous value for institutions. However, while a lot of attention is paid to seamless transactions, one area has historically been overlooked: exceptions and investigations (E&I).  This continues to present a significant challenge for both payment providers and corporates, and is impacting numerous networks and technologies. Yet, if harnessed effectively, E&I tools can help institutions significantly reduce costs, speed up processing times, improve transparency and, by extension, satisfy the G20’s targets.  This Finextra impact study, in partnership with Swift, explores:  The advantages of effective E&I processes;  Why solutions are needed to reach the next level; and  How banks can effectively embed them in their infrastructures. 

306 downloads

Impact Study

Reimagining customer journeys: How can banks upscale experience and boost retention?

To stay competitive and better serve their customer base, financial institutions (FIs) must urgently reimagine their customer journeys — from onboarding to the broader lifetime experience — or risk facing a hit to their market share. Technology has significantly transformed the financial services industry, particularly over the last five years. Challenger banks and fintech firms have rapidly gained popularity thanks to their ability to offer fast, simple, digital services. According to data from Plaid, nearly nine out of 10 consumers were using a fintech application in 2023. This percentage will continue to grow.  Financial institutions (FIs) must urgently reimagine their customer journeys or risk facing a hit to their market share. Indeed, today’s customers are more likely than ever to switch primary banking relationships if they do not receive the services they are looking for. Young, digital natives continue to shape this market, with research revealing that 44% of Gen Z customers have changed their primary banking relationship in the last 12 months. The call to competition cannot be ignored.  But how can FIs innovate to meet these demands, while simultaneously running legacy systems? This Finextra impact study, in association with Hyland, explores how financial institutions can:  Reinvent onboarding and Know-Your-Customer (KYC) processes;  Upscale the overall customer journey;  Look to artificial intelligence (AI) for product enhancement and integration; and  Present real-world case studies for each of these objectives. 

299 downloads

Impact Study

NextGen retail banking: A roadmap to successful modernisation

Learn why retail banks must transition to modern, composable, future-ready infrastructures today – and how they can devise journeys that are tailored as well as cost-effective. A significant portion of the retail banking landscape still relies on legacy systems, some of which can be costly and hamper innovation. According to a report from the Financial Conduct Authority (FCA), 58% of the UK’s financial services firms use legacy infrastructure for some operations, while 33% depend on it for most of their activities. In North America, the picture is similar, with around 40% of US banks still using the Common Business-Oriented Language (COBOL) – a coding language dating back to 1959. Some surveys indicate that up to 70% of bank IT budgets are spent on maintaining these legacy systems.   Today, with rapidly evolving consumer demands, technological advancements, stiff competition, and regulatory upheaval, outdated infrastructures are no longer tenable – and risk negatively impacting banks’ efficiency, agility, and customer experiences. So, how can retail banks modernise, while controlling costs and ensuring minimal impact on day-to-day business applications?   This Finextra impact study, produced in association with Oracle, analyses:  The key challenges of legacy banking systems  How to draw up a tailored roadmap for modernisation  How to quantify progress and measure success 

374 downloads

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FinextraTV

How A2A Innovation is Advancing The Fight Against Fraud

Speaking to FinextraTV in this interview, Helena Forest, EVP, Global Product & Commercial, Real Time Payments, Mastercard and Luke Reynolds, SVP, Financial Crimes, Mastercard discuss the impact of fraud and payment scams and look to address their prevention. As well as covering the many forms of fraud, such as APP fraud and romance scams, Forest and Reynolds explore the innovations currently available to help reduce its impact. They provide an honest optimism whilst remaining aware of the existing complexities within fraud prevention, bringing attention to the impact of the latest account to account fraud prevention methods including risk-scoring and Mastercard's UK A2A Sandbox.

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Long reads

Stephanie Storry

Stephanie Storry Consultant at PSE Consulting

How will UK BNPL regulation impact merchants?

Buy Now, Pay Later (BNPL) has quickly become a retail staple in the UK. With consumers increasingly seeking flexible payment options, BNPL services have surged in popularity, promising an easy way to split payments into bite-sized chunks. But with this growth comes a growing wave of regulatory attention around rising default levels and consumer pr...

Sehrish Alikhan

Sehrish Alikhan Reporter at Finextra

Solving modern KYC challenges

In today’s digital age, banking is expected to be seamless, frictionless, and to make it plain and simple: easy. However, with a constantly shifting regulatory landscape, increased demand for hyper-personalisation and desire to be digital – financial institutions have obstacles to overcome to keep up with consumer demand. A pain point in the digit...

Scott Hamilton

Scott Hamilton Contributing Editor at Finextra Research

Why do customers and business leaders diverge on client experience views?

Customers aren’t ‘buying’ companies’ improved customer experience (CX) claims or promises, and company leaders aren’t buying the value of spending more to delight the customer. At least not in large percentages on either side of the commerce spectrum, according to a recent global study. When it comes to the leaders of the companies surveyed, respo...