Banking Uncovered Podcast

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 

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.

 

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. 

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.

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. 

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.

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. 

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.  

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’.  

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.