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

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Expert opinions

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

Alex Kreger

Alex Kreger Founder & CEO at UXDA

The Neuromarketing Playbook to Elevate Digital Products in Banking and Fintech

After years of digital innovation, many financial apps still drown users in data—and miss what really matters: how people feel about their money. At UXDA, we see a radically different path: by applying neuroscience and neuromarketing, we’ve found that tapping into users’ emotional motivations can transform their entire financial journey. It’s not ...

/retail /devops Innovation in Financial Services

Aurélie L'hostis

Aurélie L'hostis Principal Analyst at Forrester Research

How Emerging Tech Will Transform Digital Banking Experiences Over The Next Decade

Buying a car is a major and often stressful purchase. To improve this experience, Capital One introduced Chat Concierge, an AI agent designed to simplify car buying. Unlike typical chatbots, this conversational agent uses multiple specialized AI agents to understand prompts, create and validate action plans, and execute tasks based on buyer prefer...

/ai /retail Digital Banking

Nikunj Gundaniya

Nikunj Gundaniya Product manager at Digipay.guru

Challenges in agency banking and how to overcome them in South Africa

Agency banking helps you extend financial services to unbanked populations. It enables your customers to access banking services anywhere, anytime. South Africa has seen a rise in agency banking due to the demand for financial inclusion. Like everything, there are two sides to aspects. So does the agency banking. There can be challenges in agen...

/retail

Frank Moreno

Frank Moreno CMO at Entersekt

Banks still unnecessarily burdened by porous security

Banks have invested heavily in fraud prevention over the past five years. However there are still some glaring gaps (as well as some hidden risks) that have yet to be addressed. And, if these are not remedied in 2025, threat actors will exploit them – at massive cost to the financial institutions (FIs) and their customers. GenAI gets smarter and ...

/security /retail Artificial Intelligence and Financial Services

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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. 

175 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.

273 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. 

481 downloads

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FinextraTV

Are Customer Demands Higher Than Bank Capabilities?

Whilst attending the 2025 NextGen Nordics event, Patrik Havander, Head of Nordics & Baltics at Visa Direct, spoke to FinextraTV to address cross-border payments and the current disparity between customer expectations and bank capabilities. Alongside this, Havander explained how G20 directives and input from the Financial Stability Board show the way the world is evolving and how banks have had to rely on Fintech partnerships to keep up.

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Long reads

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 ...

Madhvi Sonia

Madhvi Sonia Head of Content at Finextra

Super Bowl 2025: Fintech firms that took centre stage with multi-million dollar ads

Fintech firms have increasingly used the Super Bowl to elevate their brands, and this year was no different. The 2024 edition saw fintech companies spending $7 million for a mere 30 seconds of airtime, and this year, that figure rose to $8 million per ad for Super Bowl LIX, in which the Philadelphia Eagles defeated the Kansas City Chiefs 40-22 in ...