Banking Uncovered Podcast

RFI Global
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Welcome to RFI Global’s Banking Uncovered - the podcast that goes behind the industry PR, the media spin, the product awards and the investor reports to look at what’s really going on in the industry. Using customer data we focus on how are customers behaving, how behaviour is changing and how institutions are reacting to new customer needs. At the same time as the rapid development and enhancement of data capability, the impact of generative AI and the emergence of stronger fintech propositions, traditional banks have invested heavily in their digital capabilities. As the industry stalwarts, challengers and fintechs continue to compete in this new digital and physical world, we bring together divergent opinions and viewpoints. Talking to CEOs, founders, global experts and leaders in banks, payments, fintechs and challengers spanning the globe, we ask the big questions facing the industry. In depth interviews and panel discussions, combined with RFIs global customer data lake will ask: · What are evolving needs of customers and what are the key trends? · What are the next innovations that will meet these? · Which players are responding to new and emerging customer needs and what propositions are working? · Are new and upcoming regulations going to impact the market and how?

  1. -5 ДН.

    Banking Uncovered Episode 25: From bricks to clicks - the future of bank branches in a digital-first world

    In this episode of Banking Uncovered, host Charles Green sits down with Brett King, world-renowned futurist, bestselling author, and fintech founder, to unpack the data behind the global decline of bank branches and what the AI-driven, digital-first future means for traditional banks and neobanks.   Drawing on data from Brett’s new book Branch Tomorrow and RFI Global’s research, the conversation explores how trust in banking is moving from physical presence to digital reliability, utility and security at scale. They discuss why banks without branches are winning on trust, transparency and speed and why incumbents must right-size and embed AI to remain relevant. Beyond technology, the episode addresses the social and regulatory realities, including the Community Reinvestment Act in the US, postal banking models in the UK and Australia, and the risks of financial exclusion when branches close too quickly.  Brett predicts that as AI becomes more competent, many services that once required a branch visit will be handled digitally. He foresees banks developing AI that can provide personalised financial advice and support, reducing the need for in-person interactions.  Topics discussed include:  The global decline of branch networks and why trust is migrating to digital reliability, speed and utility How Chase exemplifies branch optimisation while spending $18B per month on digital Why neobanks scale faster: cloud-native stacks, cultural agility and freedom from legacy budget trade-offs China’s dual reality: low branch density yet near‑ubiquitous digital wallets and monthly usage and implications for ‘cashless’ economies The future role of branches: pop‑ups, billboard presence and boutique advisory centres supporting a digital-first core   Key insights include:  The US is on track to have around 50% fewer branches by 2030 than at the 2008 peak The UK is projected to have fewer than 2,000 branches by 2030 and only a few hundred by the end of the 2030s China’s digital penetration: around 98% of citizens have access to a digital wallet and around 93% use it monthly; an average Chinese branch serves around 14,000 customers (vs higher density in the US/UK) Generative/agentic in action: AI for fraud detection, anti-money laundering and internal productivity and why customer‑facing AI must be rolled out carefully to preserve trust  And much more.

    39 мин.

  2. 24 НОЯБ.

    Banking Uncovered Episode 24: The next wave of digital banking – lessons from Singapore’s MariBank

    In this episode of Banking Uncovered, host Charles Green speaks to Natalia Goh, CEO of MariBank and member of Singapore’s Government Technology and Innovation Committee, to explore how the next wave of digital banking is taking shape in one of the world’s most advanced financial ecosystems.  Despite Singapore’s digital maturity, traditional banks still leave gaps around transparency, fees and customer experience. Natalia shares how MariBank, a digital-only bank, is redefining these pain points through a commitment to simplicity, trust and accessibility. From daily interest crediting and flat, competitive savings rates to no minimum balances and low-barrier digital investment products, MariBank is reimagining banking.  Technology and security sit at the heart of this transformation. The conversation delves into AI-driven transaction monitoring, SingPass facial verification and the importance of strong regulatory frameworks that balance innovation with integrity. Natalia also discusses how Singapore’s progressive Monetary Authority (MAS) is shaping responsible innovation across the banking sector.    Topics discussed include:  The evolving digital banking landscape and how Singapore’s regulatory environment enables responsible innovation Common consumer frustrations with traditional banks, from fees and complexity to lack of transparency MariBank’s simplified approach to savings and investments, including daily interest crediting and no minimum balance requirements The success of self-service investment products and their role in financial inclusion How advanced technology, AI, and data security build consumer trust The importance of customer education and lowering barriers to entry for investing  Key insights include:  63% of Singaporean customers cited annual and late fees as pain points with credit cards - highlighting the demand for transparent, fee-free banking One in three businesses uses personal accounts for business banking to avoid high fees, underscoring how simplicity and affordability can drive broader adoption MariBank’s digital investment products start from just $1, compared with $1,000 at traditional banks - demonstrating how low entry barriers can democratise investing MariBank’s money market fund surpassed SGD 1 billion in assets within its first year, becoming one of Singapore’s top five funds and proving strong consumer appetite for accessible investment solutions Daily interest crediting and a flat, competitive rate for all customers strengthen perceptions of fairness and transparency - key drivers of trust in digital banking. SingPass facial verification and AI-based transaction monitoring reinforce security, ensuring innovation doesn’t come at the expense of consumer protection. Maribank use Generative AI for fraud detection, anti-money laundering and staff productivity, with careful rollout for customer-facing applications to sustain trust Singapore’s regulatory environment, led by MAS, remains a global benchmark, showing how progressive oversight enables innovation without compromising integrity

    33 мин.

  3. 17 НОЯБ.

    Banking Uncovered Episode 23: The latest trends in digital UX for banking apps and what the future holds

    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

    38 мин.

  4. 15 ОКТ.

    Episode 22: From novelty to growth - what’s next for fintechs?

    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

    36 мин.

  5. 26 АВГ.

    Episode 21: How Citi elevates customer experience in digital wealth management

    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.

    27 мин.

  6. 5 АВГ.

    Banking Uncovered Episode 20: Banking on affluence - how to attract the growing wealth segment in Asia

    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.

    33 мин.

  7. 15 ИЮЛ.

    Banking Uncovered Episode 19: The future of SME banking – from digital transformation to operational efficiency

    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.

    34 мин.

  8. 3 ИЮН.

    Banking Uncovered Episode 18: Reimagining payments – Why Square is Australia’s Most Recommended Merchant Service provider

    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.

    16 мин.
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Welcome to RFI Global’s Banking Uncovered - the podcast that goes behind the industry PR, the media spin, the product awards and the investor reports to look at what’s really going on in the industry. Using customer data we focus on how are customers behaving, how behaviour is changing and how institutions are reacting to new customer needs. At the same time as the rapid development and enhancement of data capability, the impact of generative AI and the emergence of stronger fintech propositions, traditional banks have invested heavily in their digital capabilities. As the industry stalwarts, challengers and fintechs continue to compete in this new digital and physical world, we bring together divergent opinions and viewpoints. Talking to CEOs, founders, global experts and leaders in banks, payments, fintechs and challengers spanning the globe, we ask the big questions facing the industry. In depth interviews and panel discussions, combined with RFIs global customer data lake will ask: · What are evolving needs of customers and what are the key trends? · What are the next innovations that will meet these? · Which players are responding to new and emerging customer needs and what propositions are working? · Are new and upcoming regulations going to impact the market and how?

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  • Автор
    RFI Global
  • Годы выхода
    2018 - 2025
  • Выпуски
    100
  • Ограничения
    Без ненормативной лексики
  • Авторские права
    © Copyright RFI Global. All rights reserved.
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    Banking Uncovered Podcast