Category: Trends in Retail Banking
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Turning Strategy Into a Functionally Dynamic Roadmap
In today’s financial services environment, a strategic plan cannot live on a shelf. For community banks and credit unions alike, strategy must act as both compass and engine. The most effective institutions treat planning as a living process that guides daily decisions while still pointing toward a long range vision. Industry research published in 2025…
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How to Be a Smarter Banker in 2026 Because surviving 2025 was the warm-up lap.
FSI breaks down how to be a smarter banker in 2026 with regards to fraud, branch operational models, service delivery, and next gen leadership.
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Indifference Drives Away Clients (and what to do about it)
If it feels like it’s getting tougher to keep customers loyal, that’s because it is. Research in 2025 reveals that “67% of customers will leave a bank or credit union because of an attitude of indifference from an employee.” This isn’t about poor service. It is about customers not feeling seen or valued, and it’s…
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Accelerating Branch Transformation: A Pragmatic Playbook for 2026
Modern banking leaders know the landscape is changing faster than ever. To succeed in accelerating branch transformation and thrive in 2026, financial institutions must blend digital innovation with the strength of highly adaptive branch networks placing new branches where their customers/members frequent most. The key to overcoming today’s branch build challenges lies in flexible leadership…
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Attracting the Next Generation of Banking Customers
The financial services landscape is evolving rapidly, and so are customer expectations. Millennials, Gen Z, and even Gen Alpha are reshaping how banks and credit unions must think about their role in the marketplace. These younger generations are digital natives who approach financial decisions much like retail purchases; they want speed, convenience, and personalization. And…
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Flexibility Fuels Branch Transformation
Many new employees ask what hours they are expected to work. The answer is simple. Work when your body and brain are at their best and get your job done. This policy not only builds trust but has never failed. When treated like adults, teams show up as adults. As Standard Chartered CEO, Bill Winters,…
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Eight Reminders for High-Performance Teams in Retail Banking
Leadership in the banking and credit union world is never easy. The stakes are high, the regulatory environment shifts, and customer/member expectations are rising. Over time, many leadership teams struggle not because they lack talent or good intent, but because the leader overlooks fundamental truths about building and sustaining culture, accountability, and trust. Below are…
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EVOLVE 2026
Evolve – The Future of Retail Banking Conference is the essential event for anyone in the financial industry looking to keep ahead of trends in 2026 and beyond. With fresh branding and a robust program of innovation, Evolve, hosted by FSI, gathers banking and credit union professionals nationwide for insight, strategy, and connection over three…
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Vision is the Overlooked KPI
As leaders, we’re taught to obsess over revenue, headcount, and the bottom line. While those numbers matter, they aren’t the critical measure of whether we’re actually leading. Working alongside some of the best and brightest bank and credit union leaders in the nation, I’ve come to realize that vision is the overlooked KPI. Ask yourself,…
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Leadership Through Accountability
As leaders, we often focus on metrics like revenue, headcount, and profit margins. While these are important, they don’t always reflect the true measure of our leadership. Steven Covey shares that “accountability breeds response-ability.” In my experience, especially in the dynamic environments of retail banking and design-build projects, the real indicator of effective leadership is…