Banking Uncovered Podcast

Episoder

• Banking Uncovered Episode 28: Redefining relationship banking in a digital-first world 02.06.2026 35min

  As digital adoption accelerates across commercial and business banking, the role of the relationship manager is not diminishing - it is becoming more critical.  In this episode of Banking Uncovered, Jon Ruston speaks with Claire May, Head of Commercial Clients at Santander UK, to explore how banks are redefining relationship management in a digital-first world. The discussion follows Santander’s recognition at RFI Global’s UK Banking & Finance Awards 2026, where it won awards for Best Relationship Managers (Business Banking) and Best Business Loan Services, based on feedback from over 4,500 UK business banking customers.  Jon and Claire discuss the evolving role of Relationship Managers (RMs) and, based on Santander’s experience and RFI Global’s data, what small and medium-sized (SMEs and mid-market firms) and commercial businesses expect from their banking partners. They explore how expectations of both digital and human interactions are evolving, and how banks should respond by focusing on where they add the most value. Businesses increasingly expect seamless self-serve for everyday tasks, while placing greater value on human expertise in more complex moments.  Topics discussed include:  How customer expectations are evolving across digital and human channels  How customer needs vary by business type, operational complexity and decision-maker  Why demand for self-serve is growing, but human expertise is becoming more valuable  The role of data and insight in understanding customers and improving delivery  How banks can identify and respond to ‘moments that matter’  The impact of AI on relationship management and client engagement  Why complexity, not size, should define relationship support  How banks can better support fast-growing businesses  The future of business banking and what will define success.  
• Banking Uncovered Episode 27: Inside Singapore’s mass affluent: How banks can grow share of wallet 12.01.2026 23min

  Singapore is a regional hub for banking and wealth, and one of Asia’s most developed and dynamic markets. Its affluent segment is highly attractive and increasingly complex. Affluent customers typically maintain relationships with multiple providers, creating a fragmented landscape where competition for share of wallet is increasingly intense. While domestic leaders like DBS, UOB and OCBC dominate share of wallet, international players like HSBC, Standard Chartered and Citi gain a disproportionate share of affluent consumers’ wallets.    At the same time, digital is a fast-growing channel. Affluent consumers are asset-rich and time-poor. They expect instant control over their finances through mobile, with high-quality, personalised advice from relationship managers when decisions are complex or cross-jurisdictional.   In this episode of Banking Uncovered, host Charles Green sits down with Stefano Colombu, Managing Director of Asia at RFI Global, to unpack Singapore’s mass affluent market and what is driving their share of wallet allocations. Drawing on data from RFI Global’s latest share of wallet tracker, they explore where wealth is concentrated, where it is leaking and how banks can compete more effectively across deposits, investments, cross-border flows and non-bank challengers. They explore the growing role of digital channels, AI-enabled services and the evolving balance between human and digital engagement. And much more  Topics discussed:   How banks can convert deposits into investments as interest rates fall with personalised advice, transparent outcomes and frictionless execution. How to capture cross-border flows as Singaporeans increasingly bank offshore and inbound wealth deepens from Asian corridors and global giants. Why domestic banks lead in total wallet share, but international banks outperform among mass affluent segments. How relationship managers and a digital-first experience should interlock – quick, proactive digital moments for everyday tasks, with expert guidance for sophisticated needs. The rise of digital-only providers like MariBank and Trust Bank, and what their growing momentum means for incumbents.   Key insights:  Around 70% of affluent assets in Singapore sit in deposits today, representing a significant opportunity for banks to migrate wealth into investment products as rates ease. About 39% of investment value is held with non-banks, with some domestic players showing notable leakage, underlining the need for integrated investment platforms and innovative features to reclaim AUM. Cross-border wealth is a defining feature of the segment, with around 45% of mass affluent assets held offshore. Singapore benefits from strong inbound flows from Asian markets, while outbound corridors to Malaysia, the US and China remain highly significant. Digital bank usage as a main banking relationship is behind other markets in Singapore (15-16%) in terms of main bank usage, compared to the UK (25%) and the US (30%).  
• Banking Uncovered Episode 26: Inside America’s high net worth households: Understanding the $50 trillion opportunity 18.12.2025 36min

  High-Net-Worth (HNW) households account for one in 10 US households, yet they control a disproportionate share of the nation’s wealth. According to RFI Global’s MacroMonitor, the largest ongoing study of US household financial behaviour, HNW households hold 69% of all financial assets and 74% of investable assets, amounting to $50.2 trillion.  So how can financial institutions capture this opportunity?  In this episode of Banking Uncovered, host Charles Green and Luke Allchin, RFI Global’s US Research Director, explore what the data reveals about America’s high-net-worth households: how their wealth has been built, where it is held, and how their needs and expectations are evolving. They discuss how HNW investors allocate their wealth and the practical implications for banks and wealth providers. Luke explains the growing preference for mutual funds as a risk-diversification tool, alongside the recent surge in certificates of deposit (CDs) as HNW households seek more certainty during periods of elevated rates.  They focus on the Great Wealth Transfer, with an estimated $45 trillion set to move from US baby boomers over the next decade. Luke and Charles discuss why this transfer is already underway, the multiple inflection points at which assets are at risk of leaving incumbent providers, and why engaging spouses and heirs early is critical to retention.  They look at how AI is increasingly used as a first stop for financial discovery, offering speed and guideance, but why human advisors remain essential for complex decisions and long-term strategy. The conversation explores how banks and wealth providers should design hybrid advice models that combine the convenience of AI with the assurance of professional guidance.     Topics discussed include:   How HNW individuals invest, and how this has changed in response to market volatility The Great Wealth Transfer, and the $45 trillion opportunity this represents How and why HNW consumers use AI first as a soundboard, then seek human validation for big moves The role of risk-diversified mutual funds versus CDs as interest rates decline Designing hybrid advice models that marry convenience with compliance, and the need for more female advisors Tax-efficient withdrawals from retirement accounts and the right amount to sustain lifestyle without depleting capital Educating pathways that raise financial literacy for heirs before assets move   And much more…  Key insights include:   HNW households hold 69% of all financial assets and 74% of investable assets in the US 88% of HNW households have a formal financial strategy, prioritising retirement, estate planning and tax efficiency As rates fall, CDs lose relative appeal; diversified portfolios regain momentum - especially for older HNW investors focused on preservation $45 trillion is set to move from Boomer households in the US in the next decade; 31% of HNW households will transfer wealth Trusts and estates are rising now, with around 1 in 10 older consumers plan to establish new structures within 12 months  And much more… 
• Banking Uncovered Episode 25: From bricks to clicks - the future of bank branches in a digital-first world 08.12.2025 39min

  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. 
• Banking Uncovered Episode 24: The next wave of digital banking – lessons from Singapore’s MariBank 24.11.2025 32min

  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 
• Banking Uncovered Episode 23: The latest trends in digital UX for banking apps and what the future holds 17.11.2025 38min

  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 
• Episode 22: From novelty to growth - what’s next for fintechs? 15.10.2025 36min

  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 
• Episode 21: How Citi elevates customer experience in digital wealth management 26.08.2025 26min

  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.  
• Banking Uncovered Episode 20: Banking on affluence - how to attract the growing wealth segment in Asia 05.08.2025 32min

  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. 
• Banking Uncovered Episode 19: The future of SME banking – from digital transformation to operational efficiency 15.07.2025 34min

  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.
• Banking Uncovered Episode 18: Reimagining payments – Why Square is Australia’s Most Recommended Merchant Service provider 03.06.2025 16min

  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. 
• Banking Uncovered Episode 17: The consumer trends defining the future of US financial services in 2025 08.04.2025 39min

  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.
• Banking Uncovered Episode 16: Cash, fintechs and regulation - A global perspective on the future banking landscape 26.03.2025 37min

  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. 
• Banking Uncovered Episode 15: Delivering customer excellence - why relationship banking still matters in a digital world 06.03.2025 37min

  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.  
• Banking Uncovered Episode 14: Affordability, sustainability, customer experience and the future of home loans 14.01.2025 41min

  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’.  
• Banking Uncovered Episode 13: Transforming fintech, the role of AI and reimagining the future of financial services 10.12.2024 32min

  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. 
• Banking Uncovered Episode 12. Jim Marous: Futureproofing finance part 2 – Customer engagement, branding and next-level innovation in banking 07.11.2024 42min

  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 
• Banking Uncovered Episode 11. Jim Marous: Futureproofing finance part 1 – Digital innovation, AI and the dawn of the fintech 29.10.2024 34min

  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. 
• Banking Uncovered Episode 10: Building trust through transparency - RAA Insurance's focus on a member-centric service 18.09.2024 27min

  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 
• Banking Uncovered Episode 9: The digital banking revolution - Brett King on the rise of challenger banks 27.08.2024 44min

  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.