2025 marks a pivotal shift in consumer behaviour in financial services -the year mobile banking overtook online banking as the primary way customers interact with their finances. For many, the app is the bank. As customer expectations rise, financial institutions are competing to deliver seamless, secure and personalised digital experiences that both satisfy customers and drive return on investment.    In this episode of Banking Uncovered, host Charles Green speaks with Mark Donohue, founder of iSky Research, now Managing Director of iSky at RFI Global, following its acquisition. Together, they explore how banks around the world are evolving their app design and functionality, what defines best practice in user experience, and where the next wave of digital innovation will come from.    Looking to 2026, Mark gives his predictions on what he thinks will shape the mobile banking landscape.  Topics discussed include:  The global shift towards mobile banking as the primary channel for everyday transactions How traditional banks are closing the digital experience gap with neobanks through improved self-service and design The growing importance of simplicity and intuitive money management tools in mobile banking apps The role of customisation and personalisation in enhancing user experience How AI and data readiness are enabling more contextual, conversational banking experiences The increasing importance of trust and security for customers and how banks are responding to this need The balance between frictionless customer journeys and robust fraud protection Digital banking challenges and opportunities for small businesses, including virtual cards and spending controls The potential of AI to reduce the cost to serve while deepening customer engagement through data-driven insights Why banks must differentiate their digital offering to stand out in a crowded marketplace 

In this episode of Banking Uncovered, host Charles Green speaks to Hubert Petka, Group Director at RFI Global, about the growth and maturity of fintechs worldwide, and what’s next as the sector shifts from disruption to consolidation.  Once viewed as niche players offering sleek digital payment solutions, fintechs and neobanks are now an established part of the financial services ecosystem. Their focus is evolving from rapid customer acquisition to long-term engagement and profitability - raising questions about where future growth will come from, and how traditional banks can keep pace.  Drawing on RFI Global’s global data, they explore how the fintech landscape differs across markets, why some neobanks are thriving while others are consolidating, and which strategies are proving most effective in retaining customers in an increasingly competitive environment. They also discuss how partnerships, personalisation and innovation are helping fintechs to deepen customer relationships and capture new revenue streams, and how traditional banks have become more agile to compete.  Topics discussed include:  How neobanks have progressed from simple payment apps to full-service providers The evolution of fintech growth across markets, including the UK, US, UAE and Hong Kong How traditional players have become more agile to respond to digital challengers, and what they need to do to thrive The importance of engagement tools such as Personal Financial Management (PFM) and budgeting apps The role of partnerships with technology firms in building credibility and trust How rewards and incentives have become key drivers of customer acquisition and loyalty The next frontiers for neobanks – from savings and investments to SME banking   Key insights include:  57% of the UK population now use a digital-only providers, but the big six banks still hold 80% of primary banking relationships Neobanks in the UK have grown their share of primary relationships from 3.5% in 2022 to 6% in 2024 – a 75% increase In the US, neobanks such as SoFi and Chime have captured around a third of new primary banking relationships, outpacing major incumbents relationships and Sofi has developed a similar product offering to traditional banks Investments and wealth management represent the next major growth opportunity for fintechs globally In the UAE, the market has entered wave two of neobank expansion, with Wio already holding over 10% of SME banking relationships 

In this episode of Banking Uncovered, Charles Green speaks to Gourab Kundu, Citi Wealth’s head of digital growth for Asia South, based in Singapore, about the latest trends and innovations in digital wealth management and how Citi is leading the charge. They explore how Citi is leveraging technology to deliver a seamless, secure and highly personalised experience for its wealth clients. From the mobile revolution to cybersecurity, Gaurav shares how Citi is reimagining the client journey through a hybrid model that blends digital tools with human advisory services. Topics discussed include: Cybersecurity measures that protect client wealth while maintaining a frictionless experience The growing role of mobile apps in wealth transactions Citi’s approach to increasing its share of wallet among affluent clients Integrating digital tools with relationship managers for hybrid experiences Innovations in cross-border banking for mass affluent consumers The transformative potential of generative AI in wealth management Key insights include: Over 90% of Citi’s wealth clients in Singapore use the mobile app regularly. RFI Global data shows banks in Singapore typically hold just 40% of their mass affluent clients’ wallets, leaving significant room for growth. Loyalty among mass affluent clients has improved dramatically, with switching intent dropping from 1 in 3 in 2024 to 1 in 5 in 2025. Satisfaction with relationship managers (RMs) is the #1 driver of poor NPS among mass affluent clients. Discover how Citi is redefining digital wealth management, and what is on the horizon for AI-personalisation.  

Wealth is rising rapidly across Asia, in both the number of affluent consumers and the value they hold. In this episode of Banking Uncovered, Charles Green speaks to Stefano Colombu, Managing Director of Asia at RFI Global, about the surge in mass affluent consumers across APAC, what drives their financial decisions, and how their money moves across borders.  From the booming China–Hong Kong corridor to the growing importance of Singapore and the UAE, they unpack how affluent and high-net-worth consumers are reshaping the regional banking landscape, and what banks must do to attract and retain them. They explore the rise of digital-only banks, the evolving role of relationship managers, and how regulations and AI are influencing investor behaviour and expectations.  These insights are fuelled by RFI Global’s data from over 40,000 interviews across 8 APAC markets and 50 cross-border wealth corridors.  In this episode, we discuss:  The growth in affluence in Asia: The demographic and economic forces behind the rise of affluent consumers across the region.  The rise of emerging affluents: Why banks should pay attention to this growing segment and how their behaviours differ.  Cross-border banking motivations: They explore what is driving the trends in cross-border corridors and the behaviour of affluent consumers.  Wealth hub dynamics: The importance of China, and how Singapore and UAE are gaining ground on the US as preferred destinations for Asian investors.   Share of wallet trends: Why consumers look beyond local players to global banks as their wealth increases, and how fintechs and digital-only banks perform.  The future of AI in banking: Asian consumers’ expectations and experiences with AI and how to gain their trust.  Balancing digital and human touch: How to get the balance right. Mass affluent consumers want seamless digital experiences but still value proactive relationship managers. 

In this episode of Banking Uncovered, host Charles Green is joined by Rishi Lalwani, currently Global Head of Lending for SME Banking at Standard Chartered, to explore the evolving landscape of SME banking across Asia and the Middle East. With over 17 years of experience in business banking and a focus on digital transformation, Rishi discusses his views on why now is a pivotal moment for SME bankers and how banks can better serve this dynamic segment. Topics discussed include: SME credit cards: Why 40% of SME owners use retail credit cards instead of business credit cards and the benefits of switching. The pain points for SMEs in APAC: From digitization to cybersecurity, to accessing finance, and how banks can help solve them. Digital-first solutions: Why digital innovation is the main driver for switching banks and how to meet the rising demand for digital offers at all stages of delivery, including onboarding, online banking and using alternate data for credit assessment. The future of bank branches: Rishi speculates on the future of bank branches in a digital economy, envisioning virtual and digital branches with personalised services. Foreign Exchange (FX): The role of FX in SME banking, highlighting the importance of a client-led approach, transparency and security. And much more. Join us for an insightful conversation as we uncover the intricacies of SME banking and the digital transformation shaping the future of the industry.

In this episode of Banking Uncovered, we explore how Square is transforming the payments landscape for merchants and small businesses and redefining the future of banking. As digital transactions become increasingly prevalent, what implications does this have for traditional banking models and financial accessibility?  Banking Uncovered host Chloe James speaks to Jess Aloi, Australian Go-to-Market Lead at Square, winner of the prestigious Most Recommended Merchant Services Award at the RFI Global Australian Banking and Finance Awards 2025. They discuss how the needs of small businesses, technological advancements and regulatory developments are influencing the banking industry, as well as a central theme around customer-centricity and a passion for supporting businesses.   Topics discussed include:   Banking & Finance Awards: Jess’s thoughts on how Square achieved the Most Recommended Merchant Services Award, and the importance of putting customer-centricity at the heart of everything they do. Net Promoter Score (NPS): How Square achieved a high NPS of +42.5 in March 2025, up from +23.8 in May 2024, driven by simplicity, peer recommendations and strong customer advocacy. Achieving customer-centricity: How Square builds its tools and services around seller feedback, ensuring that every product update is designed to make business easier and more successful for its users. Technology and innovation: How Square’s innovations are shaping the way consumers and businesses handle transactions, and leading the charge in innovation. The importance of adapting global products for specific local market needs. Company culture: The team culture is collaborative, mission-driven, and seller-obsessed, with many employees bringing firsthand small business experience. The future: Predictions on how digital systems will continue to evolve and their potential impact on the global financial ecosystem.  And much more.  Tune in to this Banking Uncovered episode for valuable insights into the world of merchant banking and stay ahead of the curve in this rapidly evolving industry. 

The US financial landscape is evolving fast. While fintech adoption lagged behind other markets, a rapid shift is underway—31% of US households now hold accounts with a digital-only bank. What does this mean for traditional banks, mobile banking, and the future of financial services? In this data-packed episode of Banking Uncovered, host Charles Green sits down with Jim Langston, Commercial VP, and Luke Allchin, Research Director at RFI Global, to break down the key US consumer trends driving change in 2025 and beyond. Backed by insights from the largest survey of US financial behavior, they explore how banking, fintech, and investing are transforming—and what financial institutions need to do next. Topics discussed include: The year of the fintech: After a slow start in the US, digital-only providers are surging, with 31% of US households now holding accounts with one. Mobile banking takes over: Mobile is surpassing desktop usage for banking and this trend is projected to happen for investing too. How traditional banks are responding: Big banks are innovating with personalized services, financial wellness tools, and expanded branch networks to stay competitive.   The growing wealth divide: The data shows that while overall wealth has increased, many struggle to keep up with their finances. The new era of investing: Demand for financial advice is at its highest level in a decade, with social media, gamification, and AI-driven robo-advisors changing the landscape. Listen to the podcast to understand the consumer trends reshaping US financial services.

In this episode of Banking Uncovered, we take a deep dive into the evolving financial landscape, exploring the complex relationship between cash, fintech innovation and regulatory frameworks worldwide. As digital banking and fintechs continue to reshape financial services, what does the future hold for traditional banking models, cash usage and financial accessibility?  Host Charles Green speaks to Clinton Cheng, Global Head of ATM Networks for Visa, in a research-driven conversation that uncovers key insights into how consumer behaviour, economic forces and regulatory developments are shaping the banking industry.   Key topics include:  The rise of fintechs and the implications for cash and ATMs: The impact of the growth of fintechs like Chime, Monzo and Revolut on traditional banking, including cash access, ATM usage, pre-paid cards and travel spending. The response of traditional banks: How traditional banks are rising to the challenge and adapting to a digital-first world with innovative products and services. Shifts in consumer behaviour: How digital-only banks are changing how different demographic segments, including Gen Z, Gen X, Millennials and gig economy workers, interact with financial services. The cost of cash: The impact of fees, regulations, and branch closures on cash accessibility and what this means for banks and consumers. Fintech partnerships and cash access: How digital-first banks like Chime are partnering with networks such as Visa to provide cash access via third-party ATMs. Cash deposits and the role of retailers: The growing role of retail locations in enabling cash deposits for digital banks, and the potential for automation through ATMs. Branch optimisation: How traditional banks are redefining their branch strategies, focusing on more complex financial services while shifting basic transactions to ATMs. Regulatory interventions and banking hubs: How regulators in different markets are stepping in to ensure access to cash and banking services, particularly in rural areas.  And much more.   Listen now to stay ahead of the trends shaping banking’s future. 

Westpac’s digital banking strategy has significantly enhanced customer experience, with its mobile app achieving an NPS of 21.7 - one of its best scores to date. With over 5 million customers banking online every month, the app is central to the bank’s vision of offering a seamless, full-service digital experience for customers who choose it. Recent innovations, including enhanced fraud detection, real-time security alerts, and expanded self-service functionality, empower customers with greater control over their banking.    At the same time, Westpac remains committed to in-person banking, recognising the vital role branches and face-to-face interactions play. With over 500 branches nationwide, Westpac continues to invest in its physical network, ensuring customers have access to expert advice, personalised support and essential banking services. A focus on service culture, deeper customer engagement, and strategic investments in regional banking have strengthened trust and advocacy among customers.   In this episode of Banking Uncovered, Chloe James, speaks to Jason Yetton, Chief Executive, Consumer at Westpac. They discuss his leadership journey, the role of banks in economic empowerment, and Westpac’s ongoing transformation to better serve customers. Jason shares how the bank has strengthened its commitment to regional Australia, pausing branch closures and investing in digital accessibility to ensure customers in remote areas receive the same level of service. He also emphasises the importance of trust, innovation, and a strong risk culture in delivering long-term value for both customers and employees.   Topics discussed include:    Jason’s leadership approach: His motivation as a leader, how his leadership style has evolved, and the role of culture in building high-performing teams.   The power of culture at Westpac: How a strong, purpose-driven culture drives customer experience, employee engagement, and business success.  Improving customer satisfaction: The strategies behind Westpac’s rising consumer MFI NPS.   The future of bank branches: Jason shares insights on the evolving role of branches, their importance in community banking, and how co-location strategies help sustain physical banking access.  Enhancing customer experience in key financial moments: How Westpac supports customers during critical life events, such as fraud prevention, home loan settlements, and financial hardships.  The role of relationship managers: How Westpac’s personalised approach to banking, particularly in regional areas, strengthens customer trust and loyalty.  

The property market is experiencing a wave of change, from the recovery of UK lending and the US market emerging from a ‘hibernation period’, to falling housing values in Australia and New Zealand. The dynamics worldwide are shifting.   RFI research and insights shows UK confidence rising, and over a quarter of homeowners in Australia expected to make additional mortgage repayments within the next year, highlighting improving financial sentiment. This trend, alongside advancements in energy-efficient housing and government incentives for carbon neutrality, is transforming how affordability and sustainability are addressed globally.    In this episode of the Banking Uncovered Podcast, co-host Chloe James, speaks to Lisa Claes, CEO of CoreLogic International, a leading global provider of property data and insights. They unpack the evolving dynamics of property markets in the US, UK, Australia, and New Zealand, shedding light on what is driving change and what’s next for the home loan sector in each market. Lisa shares her expert perspective on the home loan market in 2024, what to expect in 2025 and why banks and institutions should shift the narrative to focus on “what customers own, not what they owe”.   Topics discussed include:     Housing market dynamics in the US, UK, Australia, and New Zealand, regional differences and recovery patterns  Why it is important to talk to customers about what they own, not what they owe  The rebound in UK lending after it nearly dried up 18 months ago.  Insights into the recovery of consumer confidence, despite the cost-of-living crisis; RFI Global data shows that over a quarter of Australians plan to increase mortgage repayments in the next year  The variation in levels of home ownership and legislation by country; 77% of US households say they would never take out a mortgage with a variable interest rate  The role of banks and financial institutions in educating consumers  Affordability pressures, including the 12-13 years it takes the average earner in Sydney to save for a median-priced home, despite assistance from ‘The Bank of Mum and Dad’.  

For most Americans, their financial institution is the last thing on their minds - they’re too busy navigating pay cheque-to-pay cheque living, rising costs and a housing crisis. What they need from financial service providers isn’t just another product; they need tools that make life simpler, more transparent and fairer. From real-time access to wages to innovative housing solutions like PadSplit, the future of financial services lies in meeting people where they are and empowering them to build better lives.  In this episode of the Banking Uncovered Podcast, Chloe James, Banking Uncovered Co-host, speaks to Kathryn Petralia, Co-founder of Kabbage and Keep Financial, and one of Forbes’ most powerful women in the world. They discuss trends in banking, the biggest challenges in financial services today, the future of fintech and the broader industry, US consumer sentiment, satisfaction and dissatisfaction, global innovation, the gender pay the gap in financial services, and much more.  Topics discussed include:  The need to make financial services more accessible and less judgmental through data-driven decisions and online platforms  How to balance innovation with responsibility, including the challenges of unintended consequences in the machine learning model  Americans' focus on day-to-day financial survival amid the cost-of-living crisis and economic instability  Innovations in global payments, cross-border banking, and cryptocurrency adoption for consumers and SME’s  What we can learn from companies like Revolut that are simplifying financial processes and setting new benchmarks for customer experience  Looking ahead to 2025: Kathryn’s vision for addressing financial needs, empowering individuals to save more and strengthening economies through innovative compensation models. 

Customer engagement in banking is shifting from passive loyalty to active engagement, driven by innovation and increasing customer expectations. Today’s customers want banks that understand their unique needs, offer quick and simple account setups, and provide a personalised experience.  But what is the difference between a fabulous relationship and being intrusive?  Banking Uncovered host Chloe James, speaks to Jim Marous, a top 5 retail banking influencer, global speaker, podcast host and co-publisher at The Financial Brand about the evolving landscape of customer experience (CX) and engagement in financial services. They explore how banks must prioritise personalisation beyond broad segmentation and embrace partnerships with fintech’s to offer streamlined, intuitive experiences that build trust and loyalty.   They discuss how traditional banks and fintechs should take advantage of the data they have on their customers, what’s next for innovation in banking, and much more.  In the second of two podcasts, Jim and Chloe dive into the challenges financial institutions face with the rising pressure to embrace personalised, customer-driven experiences in a tech-driven world.  Topics discussed include:   What customer engagement means today and how to excel The importance of personalised engagement and how customers expect banks to understand their unique goals, preferences and financial patterns The huge and under-utilised value that data and customer insight bring What financial institutions can learn from GPS systems, Amazon Prime and Disney The next level of innovation in banking and how to deliver meaningful innovation The imperative for convenience and speed 

Intention to switch main bank accounts around the world is at an all-time high. In the world’s largest markets, up to 34% of consumers are considering changing their main bank provider. In the US it has never been higher at 25%.   Banking Uncovered host Charles Green talks to Jim Marous, a top 5 retail Banking Influencer, global speaker, podcast host and co-publisher at The Financial Brand, about the market dynamic causing this trend, the proliferation of digital, AI and fintechs. And much more.  In the first of two podcasts Jim and Charles dive into the challenges traditional banks face in keeping up with digital platforms, and the opportunity the data they hold on customers represents.   Topics discussed include:  Redefining switching: The dynamics behind switching behaviour today and how the definition of switching has changed  Banking relationships: Why the main bank account is no longer the primary banking relationship  The rise of PayPal and super apps: How companies like PayPal and other transactional apps have become dominant, and the value of the insights they hold on consumers  Lessons outside of finance: What financial institutions can learn from the likes of Uber and Airbnb  The role of AI and Gen AI: How AI is reshaping everything from personalisation to fraud prevention, setting the pace for finance’s future.  The dawn of fintechs: The growth of fintechs and the importance of personalisation and convenience   Don’t miss part 2, subscribe on your podcast app today. 

RAA Insurance won three prestigious awards in the Australian Banking & Finance Awards 2024, Most Recommended General Insurer, Best Motor Insurer and Best Home Insurer. The Awards celebrate the financial service providers who have outperformed their peers, and often exceeded the expectations of their customers. Unlike other awards programmes, winners are determined by customers and are backed by data.    In this engaging episode of the Banking Uncovered Podcast, Chloe James, Banking Uncovered Co-host at RFI Global, speaks to Tara Page, Chief Executive at RAA Insurance about how they achieved customer excellence and how they are addressing many of the challenges the insurance industry is facing worldwide, including the impacts of climate change and cost of living crisis.  By keeping their members' needs at the forefront, RAA Insurance ensures its products offer value for money while addressing affordability and providing quality service.   Topics discussed include:   The challenges facing the industry including climate change, the cost-of-living crisis and the aftermath of the pandemic The impact of economic stress on consumers and the protection gap How insurers around the world can learn from each other The importance of customer-centricity and designing products that meet consumers’ evolving needs and the importance of membership benefits How to offer value-for-money insurance products Best practice and innovation in the insurance sector Representing the voice of the consumer with government initiatives Introducing flexible motor insurance options Managing late payments with flexible payment plans Enhancing customer experience during claims Strategies for maintaining affordable insurance premiums 

The banking sector has undergone a radical transformation over the past decade. Fourteen years ago, when our podcast hosts first met our guest, there were no fintechs or neo banks. Now, the world’s top 20 fintechs significantly outvalue the top 20 traditional banks. So, what does the future hold? How should traditional banks navigate this changing landscape?  In this engaging episode of the Banking Uncovered podcast, Charles Green, RFI Global’s Founder, and co-host Chloe James, speak to Brett King, founder of Moven and host of Breaking Banks, investor, author and futurist, about how AI and technology are shaping the future of banking. They explore changing customer behaviours, particularly among younger generations, who prefer digital solutions over physical branches. They discuss how banks in different regions, like the US, are adapting their branch strategies and integrating digital services to meet customer expectations, the next big transformations in the industry and much more.    Topics discussed include:    The phenomenal global growth of fintechs and neobanks  The evolution of digital banking and its impact on traditional institutions The role of AI and technology in enhancing banking services and customer experiences The future role of bank branches: Will they become a fashion accessory? The shift in customer preferences, particularly among younger generations The increasing importance of convenience and accessibility in financial services, driven by smartphones and AI capabilities Consumer appetite for super apps around the world and the potential for ‘super wallets’  Tune in to gain valuable insights into the digital revolution in banking and what lies ahead for financial institutions and fintechs.  Explore all our past podcast episodes here. 

Steve Weston, Head of Everyday Money Management at Barclays, discusses his career journey, including his role in founding neobank Volt and his return to Barclays UK. He shares valuable insights into the challenges and experiences of working in both a fintech startup and a traditional bank.  In this engaging episode of the Banking Uncovered podcast, Charles Green, RFI Global’s Founder, and co-host Chloe James, speak to Steve about the future of digital banking for neobanks and traditional banks. Innovative strategies for maintaining customer relationships beyond digital transformation, the concept of super apps, AI and cyber security and much more.  Topics discussed include:     The future of neobanks and the increasing need for them to act more like traditional banks, especially regarding customer service and fraud reimbursement  Barclays’ innovative approach to customer engagement including the creation of  Barclays Local, the introduction of shared banking hubs and the development of electric vans The role of super apps and advanced payment solutions in the future of banking Barclays’ approach to acquiring and retaining young customers The importance of personalised services and digital tools Strategies to integrate payments and enhance digital services The value of Barclay’s Digital Eagle programme in educating customers and preventing fraud  Explore all our past podcast episodes here. 

Did you know that half of SMEs globally are increasingly turning to non-traditional financial providers? As their trust in these new financial solutions has grown, many are now obtaining a wider range of financial products directly from these fintech providers. Additionally, numerous SMEs are forming partnerships with these innovative companies to enhance their value propositions and refine their lending practices.   In this episode of the Banking Uncovered podcast, Charles Green, RFI Global’s Founder, speaks to Jane Prokop, Executive Vice President and Global Head of Small and Medium-Sized Enterprises at Mastercard, about investing 7 billion dollars over the last five years in cyber security, how SMEs can use generative AI to automate a lot of admin tasks, open banking and much more.    Topics discussed include:    An increase in SMEs looking to switch their main banking and payments providers The increase in demand for digital services post-pandemic  Why SMEs are turning more to non-traditional financial providers     The introduction of joint platforms and automated lending processes using alternative data and scoring  How SMEs are highly vulnerable to cyber attacks  Gen AI's potential for automating tasks and providing actionable insights for SMEs Explore all our past podcast episodes here. 

RFI Global data shows that 75% of consumers and 1 in 4 SMEs in the UK are looking to switch their main bank - a HUGE threat to the high street banks that hold most of these relationships.  In this episode of Banking Uncovered, Chloe James sits down with Dave Birch, International Keynote Speaker, Author, and all-round Payments Guru. They talk about SME switching trends, the challenges of scheduling payments, managing overdrafts, dealing with financial crime and much more.  Topics discussed include:   The implications of big tech in digital payments How “Fraud is out of control!” - and SMEs are a target  Payments and super apps Addressing SME dissatisfaction with innovation The AI take over… “Why isn’t a BOT doing this for me!?”  Ludicrous liability – tough times for the big players The importance of protecting your digital identity Explore all our past podcast episodes here.

Bank switching rates for SMEs in the UK and other countries are high, and SMEs are expecting more innovative solutions.  In this episode of the Banking Uncovered podcast Charles Green, RFI Global’s Founder, speaks to Richard Davis, CEO of Allica Bank, about the trends in SME banking, the challenges and opportunities they represent, and much more.

Banking Uncovered co-host Chloe James, speaks to Surendra Chaplot, Global Head of Product, at standout fintech, Wise about the biggest opportunities for fintechs and traditional players when it comes to money transfer amongst consumers and SME’s, how to give customers exactly what they want (and need), the threat to traditional banks and much, much more.