/retail banking

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

[On-Demand Webinar] Navigating the Macro-economy: Opportunities in Multi-currency SettlementFinextra Promoted[On-Demand 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.

42,518 Members   23,338 Expert opinions

Join the community Sign in

289Reports  280Webinars

Find out more

/retail

Expert opinions

Imanuel Kaiser

Imanuel Kaiser President at Bloxley

Speak Without Words

You can tell in seconds, some fintech products click. Why? They look good, feel considered, give a sense of control. What you're seeing is design doing the heavy lifting. To their detriment, most startups don’t treat design like a real business lever. Instead, they might think of it as a coat of paint to add once the product works. But great fint

/retail /startups Digital Banking Trends

Viacheslav Kostin

Viacheslav Kostin CEO at WislaCode Solutions

Innovative PWAs Slash Fintech Costs

Progressive Web Apps (PWAs) are transforming fintech by offering efficient, high-performance digital solutions. For banks, startups, and financial providers, choosing between PWAs and native apps hinges on cost, speed, and user trust. PWAs deliver app-like experiences through web browsers, reducing development expenses while preserving quality. H...

/retail Mobile Financial Services (MFS)

Frank Moreno

Frank Moreno CMO at Entersekt

Issuers must take urgent action against fraud as chargebacks escalate

Recent data shows that issuers and merchants are struggling with rising chargeback abuse. With all indicators pointing to the already considerable problem growing by a further 24% by 2028, financial institutions (FIs) must act or risk losing both customers and profits. According to the Mastercard's 2025 State of Chargebacks report, abuse of cha...

/security /retail Banking

Alex Pinto

Alex Pinto VP of Products - core banking at Pismo

How to Evaluate a Core Banking System

As digital transformation accelerates across financial services, for many banks, the foundation of innovation increasingly rests on a critical component: its core banking system. No longer just a back-office engine, as per what we have seen in the market, the core has become central to competitiveness, customer experience, and regulatory complianc...

/retail /wholesale Banking

Alex Kreger

Alex Kreger Founder and CEO at UXDA Financial UX Design

Beware the Delta: Why Bank Boards’ Brilliant Strategies Vanish Inside Their Mobile Apps

Picture a pristine strategy deck projected in the boardroom: bold growth curves, purpose-driven mantras, and a promise to “re-imagine banking for the digital age.” Now contrast that cinematic vision with the reality on your phone—an app that greets you with a spinning wheel, a five-step login, and a “try again later” toast. Somewhere between the m...

/retail /devops Innovation in Financial Services

/retail

Trending

/retail

Research

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. 

58 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 

197 downloads

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. 

378 downloads

/retail

FinextraTV

How Evolving Regulation is Enabling Overdue Investment in Payment Hubs

Christina Fransson, Senior Business Development Manager, Enterprise & Instant Payments, FIS Global in her FinextraTV interview at NextGen Nordics discusses the history of centralised payment factories and how they have grown into the modern payment hubs, . From Fransson’s perspective, evolving regulation has been a much-needed push for banks to invest in a centralised system like payment hubs and the holistic abilities they provide. She details why this is important and what to expect from the future.

/retail

Long reads

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...

Unmesh Pai

Unmesh Pai Vice President, Product Management & Development at Oracle

Branches transformed: Scaling engagement into sales growth

While the evolution of the bank branch as a powerful touchpoint for assisted service and seamless digital integration is not new, the true game-changer lies in transforming every branch into a point of engagement and sales. Scaling this reinvention, providing personalised guidance and complex problem-solving at every physical touchpoint is what wi...