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

New Report – The Future of AI in Financial Services 2025Finextra PromotedNew Report – The Future of AI in Financial Services 2025

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Expert opinions

Nelson Castellanos

Nelson Castellanos Chief Partnerships Officer at HDI Embedded

How embedded insurance can add confidence to the chaos of Black Friday

The dust has long settled on Black Friday and 2024’s proved to be more popular than ever. According to Shopify, its merchants ‘hit a record $11.5 billion in sales over the Black Friday-Cyber Monday (BFCM) weekend—up 24% from last year with strong sales momentum leading up to the event.’ Black Friday is a time of intense pressure and promise f...

/retail /predictions Trends in Financial Services

Luke Allchin

Luke Allchin Director - North America at RFI Global

How shifting US household dynamics are redefining life insurance

Life insurance, once a staple of financial planning for American households, is undergoing a quiet transformation, only half of US households have life insurance compared to three quarters 20 years ago. As life stages shift and household dynamics evolve, consumer sentiment towards life insurance has changed significantly since the start of the mil...

/wealth /retail Banking

Alex Kreger

Alex Kreger Founder & CEO at UXDA

Breaking the Mold: Dopamine Design Moves Digital Banking Beyond Wireframes

In the modern digital banking landscape, the bar for user experience (UX) and visual appeal continues to rise. Yet, when we take a critical look at many products in the space, it often seems like financial service designers shipping glorified high-fidelity (hi-fi) wireframes instead of truly refined digital experiences. Banks invest plenty of res...

/retail /identity Innovation in Financial Services

Steve Morgan

Steve Morgan Banking Industry Market Lead at Pegasystems

Doubling Down on AI: Unveiling Future Possibilities for the UK Banking Sector

The financial services sector has reached a turning point in the adoption of AI. The UK banking sector in particular has seen a remarkable increase, with AI adoption rates effectively doubling in recent years spurred by pioneering innovations from major players like OpenAI, Google, and AWS. This swift embrace of technology presents an exciting arr...

/ai /retail Artificial Intelligence

Andy Park

Andy Park Design Director at Creode

Your Money or Your Life (YMYL) Queries and Google Search Results

A recent study by The College Investor revealed that Google’s AI-generated summaries are inaccurate or misleading in 43% of finance-related queries, posing risks for users making important financial decisions. While Google’s AI can handle simple questions well, it often misrepresents complex topics—such as tax rules, student loan plans, and invest...

/retail /inclusion Marketing in Financial Services

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Trending

Richard Kalas

Richard Kalas Client Solutions Director for Retail Banking at GFT Group

How IT resilient are banks?

Luke Allchin

Luke Allchin Director - North America at RFI Global

How shifting US household dynamics are redefining life insurance

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Research

White Paper

UK Open Banking API Performance 2023-2024

In this fourth annual report, APIContext evaluated the performance of UK Open Banking APIs from 1 July 2023 to 30 June 2024. The UK’s Open Banking system is arguably the most advanced in the world, having been in place since at least 2018. The time in market for this ecosystem offers lessons and best practices to other countries that are looking to implement similar API-driven financial systems; as well as banks and financial institutions that seek to differentiate through quality customer experiences. In this updated report, APIContext evaluates the performance of Open Banking APIs provided by various types of financial institutions in the UK. These include the major “CMA9” banks (the nine largest banks required by UK law to provide Open Banking services), traditional High Street banks, credit card companies, building societies (similar to credit unions in the United States), and new digital banks, often called neobanks. All the data in this report are based on real API calls, having tested the APIs in real-world conditions using the same process that consumers would go through. These calls followed the FAPI (Financial-grade API) standards, which are specifically designed for securely sharing sensitive financial data. The report includes: Key analysis of the UK's Open Banking API performance 2023 - 2024 Availability and reliability of API endpoints Latency metrics (DNS, TCP connect, SSL handshake, processing, and total time) Performance by cloud provider (AWS, IBM, Azure, and Google) Comparative analysis between different bank types (CMA9, traditional, and neobanks) Cloud provider comparison and other detailed findings Key takeaways and recommendations for various players in the ecosystem

176 downloads

Event Report

AI’s Role in the US Financial Services Sector

How US organisations are balancing innovation and compliance The regulatory landscape for AI in the US is fragmented, with states proposing their own regulations. California’s recent attempt to regulate AI through SB1047, which included provisions for a kill switch and legal liabilities for tech companies, failed to pass. This illustrates the complexities and challenges in creating a unified regulatory framework across the country. Despite regulatory uncertainties, AI adoption in financial services is growing. About 50% of companies have embraced generative AI, while traditional AI applications have been integral for decades. AI has been crucial in areas such as anti-money laundering, fraud protection, and know-your-customer (KYC) processes. The full potential of AI in data management and client services is yet to be realised, with many applications still in internal testing stages. This report highlights the key takeaways of a discussion had during a Finextra webinar, hosted for the PREDICT 2025 campaign, by a panel of industry experts. It includes: An overview of how AI has been adopted across the US thus far; How generative AI has been integrated into banking; Primary concerns with AI use; and Regional perspectives and approaches to AI regulation.

128 downloads

Impact Study

Catering to a new generation through unified card programmes

How Gen Z is changing the payments landscape, why operational costs are soaring, and how a unified card programme can help financial institutions to unlock a competitive advantage and drive growth. Globalisation continues to shape the market as money moves between banks, businesses and even countries quicker and in higher numbers than ever before. Both debit and credit cards remain vital in today’s payment experience but changing consumer demands and the surging popularity of neobanks leave traditional banks fighting for top-of-wallet status.  On one hand, traditional banks are battling surging operational costs. From a functionality point of view, the world is getting smaller. Today, there is not much perceived difference to the consumer between debit cards, credit cards, and prepaid cards. Yet behind the scenes, many banks run each of these products in different platforms and set-ups, each racking up its own costs.  Add to this mix services like personal loans/buy now, pay later (BNPL) schemes and increasing regulatory demands, you have created the perfect storm: Having to bolt on a new, disparate system every time the services are extended – which costs time, money, and adds high regulatory burden.  On the other hand, the consumer expectations of a new generations are shaping the market. Gen Z’s preference for digital, seamless payment methods is changing the financial landscape and traditional banks need to adapt their service offerings in order to match these new demands.  This impact study, produced in association with FIS, explores:  Increasing cost pressures: Why operational costs are soaring  How a new generation is shaping the payments landscape  Tackling change: The benefits of a unified card programme  Case studies: A practical approach to change    Watch the on-demand Finextra webinar with FIS - Unifying card programmes: The cost-reduction imperative  

178 downloads

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FinextraTV

Immediate Generative AI Use Cases in Banking and Financial Services

Roshan Shetty, BFSI & Public Services Head – Americas, Tech Mahindra and Michael Ruttledge, Chief Information Officer, Head of Enterprise Technology & Security, Citizens Bank, join FinextraTV to opine progress since ChatGPT was launched two years ago. Despite dominating headlines, only 6% of the banking, financial services and insurance industries have truly leveraged generative AI algorithms for business models, while 46% are merely passive observers. Work is being done in terms of concepts being considered and pilots being pushed through, but the reality – as the pair explain – is that these sectors are heavily regulated and change management and data privacy must be prioritised to ensure the appropriate guardrails are in place so that the industry can indeed move forward from this test and learn era of generative AI.

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Long reads

Scott Hamilton

Scott Hamilton Contributing Editor at Finextra Research

Should the FDIC be eliminated?

Do Americans really want to eliminate the agency that has protected their bank deposits (to a point) from sudden, unexpected losses due to their financial institution’s failure – and done so since the Great Depression? We’re about to find out, if stories circulating recently through Wall Street and Washington, DC are true. According to many major ...

Scott Hamilton

Scott Hamilton Contributing Editor at Finextra Research

How retail giants like Starbucks and Staples are handling cash

Despite the steady growth of debit or credit card transactions to a high percentage of their daily totals, retailers still must manage cash deliveries and collections for the remainder, other than the small number of items paid for via cheque or purchase order. That’s what a recent panel of three treasury leaders from leading retailers talked abou...

Hamish Monk

Hamish Monk Senior Reporter at Finextra

What is customer onboarding in financial services?

Onboarding is the process by which a prospective customer’s information is collected, assessed and verified by a financial institution – before services are extended. The aim is not just to ensure all relevant legal and regulatory requirements are satisfied; it is to avoid customer abandonment along the way. This is both a business and a compli...