The May 2025 report summarizes insights from the Retail Bank Transformation Europe conference, emphasizing customer-centric innovation. Financial institutions are rethinking physical channels, with branches becoming advisory hubs and ATM pooling reducing costs. AI is transforming fraud detection and customer service, while banks adopt a “digital-first but not digital-only” approach, maintaining human touchpoints for complex needs. Fintech partnerships are shifting from competition to collaboration, with APIs and open banking enabling shared success. These efforts aim to balance operational efficiency with personalized, inclusive service delivery.

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