Whitepaper & Video Center

Retail Banking: The State of the Industry 2025

Based on a Q3 2024 survey by Future Branches Insights, this industry benchmarking report offers valuable insights into the evolving branch strategies of banks and credit unions, highlighting key strategies and challenges within the sector. Among other trends. the report underscores the transformative potential of artificial intelligence in branch operations.

The Next Wave of Digital Transformation in Banking

The study highlights a pivotal shift within the banking and credit union sectors towards accelerated digital transformation to keep pace with burgeoning fintech competition and evolving customer expectations. According to the study, 64.50% of respondents have increased their technology spending in 2024. This underscores the industry’s commitment to harnessing advanced technologies like AI and data analytics to enhance digital and in-person service integration.

Banking from Anywhere: Consumer Perspectives on Mobile, Remote, and In-Person Banking

Consumers are continuing to adopt mobile and remote banking services as convenient alternatives to visiting bank branches. However, many consumers still prefer the in-branch experience for certain types of transactions and interactions with their financial institutions. This report is based on a survey of consumer banking customers regarding their experiences with financial institutions’ remote and in-person banking programs. It includes insights into how to improve the customer experience and what capabilities consumers expect next from their banks.

Citibank and the Evolution of the Physical Banking Space

In this special case study, we discuss in detail how the banking landscape has transformed due to the pandemic and how Citibank’s new flagship branch in New York City is meeting the needs of the post-crisis customer.