Global retail banking trends

In this video series, our global team shares their views on how trends in financial services are affecting the retail banking sector. We talk about what implications these trends may have and how banks may want to start preparing now in order to remain competitive.

A number of key trends are shaping the market and have major implications for just about every dimension of retail banking. These include customer engagement, talent management, adoption of new technologies and artificial intelligence, empowering customers, gaining a competitive edge and rethinking physical infrastructure.

Throughout this video series, we aim to further educate retail banks on the trends sweeping the market and detail the considerations and actions that need to be taken to remain at the forefront.

Changing customer expectations

Adapting to customers' changing needs, we see three emerging themes which are shaping the way forward:

Standards are increasingly shaped by experiences in other industries.
Demographic and macroeconomic shifts are changing what customers need and expect.
The segmentation lines between individual Consumer and small businesses continue to blur as the “gig economy” grows.

Listen to Kristin Korzekwa, Deloitte United States, unpack this theme and discuss what she is hearing in the market.

Digitisation of banking

Using technology to drive increased digitisation of your customer interactions. Warren James, Deloitte Australia, discusses opportunities and benefits for global retail banks to shift the customer experience for the better through increased digitisation.

Emerging technologies

The future of retail banking is powered by GenAI. Where innovation meets personalisation with unmatched efficiency. Joao Fonseca, Deloitte Portugal, explores this transformative power.

Hyper-personalisation

Stay relevant to your customers, investors and employees. Richard Kibble, Deloitte United Kingdom, explains the scope, impact and benefits of personalisation on retail banks.

Macro-economic turbulence

How can you strategically manage through volatile economic times? Bill Dworsky, Deloitte United States, discusses the impact of inflation, unemployment rates and interest rates on retail banks.

Our leaders would be happy to have a discussion with you about these retail banking trends and what they could mean for your business.

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