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

[New Impact Study] NextGen Retail Banking: A Roadmap to Successful ModernisationFinextra Promoted[New Impact Study] NextGen Retail Banking: A Roadmap to Successful Modernisation

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Expert opinions

Cliff Bunting

Cliff Bunting Director at PurplePatch Broking Ltd

The Bureau billing errors costing firms millions

What if the rates you're paying for bureau data aren’t just high, but inaccurate? Over the past five years, many credit bureaux have upgraded their billing systems. But these upgrades have inadvertently revealed a deeper issue: long-standing billing errors that often go unnoticed, particularly within complex tiered pricing agreements. In many cas

/regulation /retail Banking

Frank Moreno

Frank Moreno CMO at Entersekt

Trusted devices and silent signals could help FIs improve fraud protection

Financial institutions face a growing challenge in protecting customer assets while maintaining a seamless banking experience. And, as victims of Account Takeover (ATO) fraud continue to grow, the challenge is no longer just about preventing fraud, it's about restoring customer confidence in a digital landscape where trust has become the most valu...

/security /retail Transaction Fraud Systems and Analysis

Cliff Bunting

Cliff Bunting Director at PurplePatch Broking Ltd

Bureau benchmarking for better decisions: Improve governance and meet regulatory expectations

Benchmarking is often associated with cost control. And for good reason — many firms uncover significant pricing variation in their bureau contracts, even when services appear identical. But the value of benchmarking doesn’t stop at commercial savings. It can reveal where your current data configuration might be introducing risk: from outdated inp...

/regulation /retail Banking

Kyrylo Reitor

Kyrylo Reitor Chief Marketing Officer at International Fintech Business

Ukraine approaches SEPA: what this means for Ukrainian Fintech and Business

The new initiative by the Ministry of Finance regarding the creation of a bank account registry and approaching SEPA is undoubtedly a positive step for the Ukrainian financial sector. But let's understand what this actually means and what challenges await us. The initiative represents more than technical compliance — it's a comprehensive transform...

/payments /retail Banking

Sara Costantini

Sara Costantini Regional Director for the UK and Ireland at CRIF

Sustainability and ethics stand at a crossroads: will Europe keep leading the way?

Financial services are the backbone of economies across the world. The sector fuels growth, enables innovation and has a huge societal impact. Yet as the sector grows, so does the responsibility it has, including its commitment to sustainability, ethical leadership, and inclusive values. And in Europe, those responsibilities and values seem to be ...

/retail /sustainable

/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. 

71 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. 

125 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 

275 downloads

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FinextraTV

Can Agentic AI Help to Reduce Financial Crime in Banking?

Joining the FinextraTV studio at Temenos Community Forum 2025, Adam Gable, Senior Product Director, Temenos provided an insight into the way that agentic AI is helping to combat financial crime. Discussing the challenges inherent in fighting financial crime amidst a high-volume, high-speed market, Gable emphasises how well-considered agentic AI tools can provide an investigative element as fast as the speed of modern fraud.

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Long reads

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...

Madhvi Sonia

Madhvi Sonia Head of Content at Finextra

The LGBTQ wealth gap: What financial services must do next

April 2025 numbers from the Bureau of Labor Statistics revealed that the median weekly wage of a typical employee in the United States is $1,001. The Human Rights Campaign analysed this data and found that on average, for LGBTQ+ workers, earnings were around $900 a week. This wage gap equates to LGBTQ+ employees earning 90 cents on the do...

Tushar Chitra

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

Win-win banking: Unlocking value through advanced product, pricing, and billing

In today’s fast-moving and hyper-competitive retail banking ecosystem, product and pricing agility is no longer a luxury for financial institutions: it is now a necessity. Innovation-first challengers, evolving customer expectations, and regulatory pressures have forced banks to rethink how they design, price, and deliver products. Advanced produc...