To understand how the banking sector will evolve in the coming years, it’s crucial to examine the key factors driving this transformation. These factors reflect not only global trends but also the need for banks to adapt to new challenges and rising customer expectations. Based on the study Banking in 2035: Three Possible Futures, we’ll […]

The banking industry is undergoing a profound digital transformation, driven by changing consumer expectations, advancements in emerging technologies, and increased competition within the financial sector. Digital maturity has become a strategic priority for banks, extending beyond simply adopting new tools: it involves the ability to coherently integrate technology into every process, improve operational efficiency, and […]

In the banking sector, emotional connections are becoming increasingly important. Customer loyalty has become a constant challenge for banks, which must adapt to an environment where expectations are higher than ever. Consumers often make decisions based on rational factors such as fees, services, and convenience. However, recent studies suggest that emotional connections play a crucial […]

Banks and credit unions are facing a profound shift in the way customers interact with their financial institutions. Customers today prioritize seamless, personalized experiences over traditional banking models. Whether it’s accessing services online, in person, or through mobile apps, they expect quick, convenient, and tailored solutions at every touchpoint. To meet these expectations, many financial […]

The Challenge of Competing in the Digital Age The rapid rise of fintechs, big tech companies, and digital-first challenger banks has fundamentally reshaped the financial industry. These new entrants have set a high standard for customer experience, offering seamless, user-friendly digital services that are tailored to individual needs. For traditional banks and credit unions, the […]

The Rise of Customer-Centric Banking Customer expectations are reshaping the way banks operate. The era of banks focusing solely on products and services is giving way to a new paradigm—customer-centric banking, where the customer’s needs, preferences, and behaviors take center stage. This shift is driven by several factors: Digital transformation: With digital banking on the […]

The Shift in Customer Experience (CX) Banks have traditionally focused their customer experience efforts on digital platforms, but recent trends highlight a critical gap: customers spend only a few minutes each day on these platforms. The vast majority of a customer’s financial life occurs outside these digital spaces, and banks are missing opportunities to connect […]

The era of relying solely on traditional marketing campaigns to engage banking customers is behind us. Today’s consumers are informed, connected, and expect more than generic messages from their financial institutions. Relevance and timing have become essential for successful customer engagement. Every transaction—whether a payment or a major transfer—is an opportunity for banks to add […]

Introduction: The Rise of BNPL In recent years, Buy Now, Pay Later (BNPL) has become one of the most popular payment methods globally, transforming how consumers shop and manage their finances. The core appeal of BNPL lies in its simplicity: it allows consumers to purchase items immediately and split payments over time, often without interest, […]

Customer satisfaction isn’t just a buzzword in the banking industry—it’s the difference between a loyal customer base and one quick to jump ship to a competitor. With more options than ever, especially with the rise of digital-first banks and fintechs, customers expect more from their financial institutions. They want personalized service, seamless experiences across all […]