Banking Uncovered Podcast

As consumers increasingly turn to AI tools for financial guidance and digital channels for everyday banking, the role of the branch is changing, not disappearing.

So how can financial institutions create customer moments that people remember?

In this episode of Frontlion’s Service Experience Podcast, RFI Global’s Head of Research for North America, Dan Latimore, joins host Yoni Lavi to explore how customer expectations are evolving, why trust remains critical in financial services and what banks must do to create value in an increasingly fragmented banking landscape.

Drawing on RFI Global’s latest Innovation Monitor research, Dan discusses the moments that still drive customers to seek human interaction, the opportunities AI presents for banks, and why service, reassurance and advice may become the most important differentiators in the years ahead.

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Customer expectations are no longer defined by their banking experiences alone. Every seamless digital interaction, personalised recommendation and intuitive journey, from Netflix and YouTube to Amazon and Uber, raises the bar for financial services. So how can institutions design frictionless experiences that meet customer needs and deliver value in the moments that matter? 

In this episode of Banking Uncovered, Mark Donahue speaks with Mike West, Vice President of User Experience at Lumin Digital, about the principles behind the best digital banking experiences. Drawing on Lumin's work with banks and credit unions across North America, they explore how behavioural data and continuous feedback can help financial institutions reduce friction, personalise experiences and build digital experiences that evolve with customer needs. 

They discuss the importance of balancing innovation with minimal friction, why user experience design should focus on evolution rather than disruption, and how financial institutions can use data to understand customer needs better. Mike also shares his views on onboarding, security, AI-driven experiences and why trust remains the foundation of successful digital banking. 

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Listen now to hear how financial institutions can rethink digital engagement and respond to rising customer expectations. 

With more than 125 million consumers in the US alone and a $12.5 trillion economic footprint, the 50+ segment is one of the largest and most influential customer groups. Yet many financial institutions approach this audience with outdated assumptions - particularly around digital adoption. 

In this episode of Banking Uncovered, Mark Donohue sits down with Carey Kyler, Senior Director of Consumer Insights at AARP, to explore how financial institutions can better engage the rapidly growing 50+ market. 

Carey explains why the industry’s long-standing focus on getting older consumers online is no longer relevant. Today, the vast majority are digitally active, with high levels of device ownership and increasing engagement across digital banking and services. 

Instead, the conversation has shifted from adoption to trust. As fraud becomes more sophisticated and confidence in institutions declines, security, transparency and human support have become increasingly important drivers of customer behaviour. 

From digital accessibility and fraud prevention to retirement planning and life-stage transitions, Carey shares practical insights into what financial institutions need to do to better serve one of their most valuable and fastest-growing customer segments. 

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Bank of America data shows that 94% of customer interactions now take place through digital channels. As customers become accustomed to new technologies, expectations continue to evolve. Today's innovations quickly become the norm, raising the question: what's next for digital banking? 

In this episode of Banking Uncovered, Mark Donohue, Managing Director of iSky at RFI Global, is joined by Jorge Camargo, Head of Digital Platforms at Bank of America, to discuss how customer expectations and technology are evolving and what the future of digital banking will look like. Jorge shares insights into the evolution of the bank's AI-powered virtual assistant, Erica, the growing role of AI in creating more proactive customer experiences, and why trust transparency and customer choice remain critical as financial institutions embrace new technologies. 

Looking ahead, they explore the trends shaping the next generation of digital banking, from personalised financial guidance and holistic money management to the increasing role of AI in helping customers make smarter financial decisions. 

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This podcast was recorded on 22 June 2026.

Redwood Credit Union has built its approach around a clear philosophy: every product, service and interaction must ultimately serve the member. From early investment in digital channels to creating seamless, intuitive experiences, the organisation has focused on ensuring that digital delivers the same level of service and engagement as the branch experience. 

In this episode of Banking Uncovered, Mark Donohue speaks with Tony Hildesheim, Chief Operation Officer and Executive Vice President at Redwood Credit Union, about how community-led financial institutions can compete with larger institutions and fintechs by providing services and digital experiences that create strong human connections. 

The conversation explores how this customer-centric approach is evolving, from the growing role of AI in banking to balancing security with personalisation and how member feedback continues to drive digital innovation. Tony also shares how Redwood is combining technology, service and insight to deliver more relevant, intuitive and member-led experiences. 

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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. 

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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 

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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.  

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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. 

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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. 

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