Future of Banking

Retail Banking 2025 and beyond

The retail banking industry is undergoing tremendous change. A few years ago, it was a fairly straightforward business, but today, technology and innovation, increasing competition, regulatory complexity, embedded finance, consolidation, and evolving customer expectations are placing immense pressure on traditional business models. This intricate and evolving web of trends influences whom consumers trust and how they prefer to conduct their financial lives. It also forces banks to address the fundamental question of what a financial institution is—and what value it provides.

For leadership teams at incumbent retail banks, now is the time to better understand these trends and prepare for a rapidly changing environment. To help, we activated our community of solvers and developed five hypothetical scenarios for how the future of the sector could play out over the next decade. 

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The Accelerator: co-creation for the digital transformation

PwC has put together a multidisciplinary team of experts in the field of business and software development that is able to generate IT solutions to manage business issues.

Read more about The Accelerator

Automated Risk Insights

A platform that facilitates automated risk analyses on the financial statements of customers, counterparties and suppliers.

Customer Lifecycle Interaction Platform

A Salesforce-based platform that brings together all of the parties involved in a Customer Due Diligence, including the clients themselves.

This is how we can help you

How do you ensure, in these changing circumstances, that your bank remains a relevant player? We are happy to answer that question, based on four factors which relate to client orientation, competition, the new business economy and the reinvention of your organization. For more information about the ‘Future of Banking’ you can contact our ‘FoB’ team.

Relevance formula

The relevance that banks have for interested parties is the product of three factors: Trust, Convenience and Low costs. The higher each of these three factors are in the formula, the higher the relevance of the banks. None of the factors can be very low or negative.

Relevance = Convenience x low cost x trust

Convenience can be a distinctive, added value of banks for their clients. By convenience we mean, among other things, the degree to which clients are satisfied with their user experiences in relation to the product and services provided by banks and about the speed, stability and simplicity which they experience in the interaction and communication with banks via their chosen channel. Read more about how banks can make use of new technologies and FinTech to gain relevance for the factor convenience.

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The further reduction of costs is an essential precondition for banks to be able to supply their products and services for a competitive price which clients regard as fair. Read more about how banks can make use of new technologies and FinTech to gain relevance for the factor costs.

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Trust means that banks are reliable, in other words predictable, transparent and honest to their clients. By trust we also mean the degree to which banks can make a useful and valuable contribution to the society of which they are part of. This is the foundation for their relevance of banks. Read more how banks can make use of new technologies and FinTech to gain relevance for trust.

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Contact us

Wilbert van den Heuvel

Wilbert van den Heuvel

Banking & Capital Markets Leader, PwC Netherlands

Tel: +31 (0)65 184 54 76

Eugénie Krijnsen

Eugénie Krijnsen

Industry Leader Financial Sector, PwC Netherlands

Tel: +31 (0)88 792 36 98

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