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White paper

Retail Banking: Winning in a complex regulated environment

This insight paper brings together extensive global research and case studies to explore the challenges facing the retail banking sector, identify future trends and share practical examples of how firms are winning in a complex and regulated environment.

Team Attensi

Published · Updated

The big challenges facing retail banking

4.3m
Americans quit their jobs in May 2022 alone, as the 'Great Resignation' reshapes the banking workforce (Fortune)
41%
of consumers wish their bank provided more personalized offers and information
50%
increase in online wire transfers at Wells Fargo in 2021, as digital banking usage spiked across the board

From the ‘Great Resignation’ to customer experience and digital adoption, disruption in the retail banking sector is continuing to accelerate at pace. So how do firms win in an increasingly complex and regulated environment?

To find out more, download Attensi’s whitepaper. Inside you’ll find insights on:

  • The big challenges – from customer experience and legacy leadership to the ‘Great Resignation’
  • Next generation customer experience and expectation – from digital to in-person interactions, consumers want an experience, not just a transaction.
  • A new world of work – new ways of learning and reskilling in a technical environment
  • Onboarding – the new banking workforce
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Not legacy tech — legacy leadership

Following research on post-pandemic banking trends, The Digital Banking Report found the biggest challenge for the sector isn't legacy technology or shifting customer demands — it's legacy leadership. Leadership, vision and culture need to embrace change, enable skill mobility, and be willing to transform.

And even as digital adoption grows, the human touch still matters: 47% of customers still want financial advice in-branch or by phone (Deloitte). Winning banks are the ones that train their people to deliver both — confidently.

Here's what that training looks like in practice, across four Attensi case studies:

EQ — call center onboarding

  • Attrition fell from 44% to 12%, training time dropped from 4 to 3 weeks, and knowledge improved by 90%.

A faster route to compliance

  • Closed the knowledge gap by 88% through repetition, with 100% of learners preferring it to traditional training.

An American financial institution — fraud prevention

  • 94% felt more confident verifying calls and 87% more confident identifying fraudulent activity, closing 90% of the learning gap.

A global advisory firm — new-hire onboarding

  • 96% felt better prepared for their role, with 100% enjoying the simulations.

The pattern across all four: gamified, repeatable practice closes real skills and confidence gaps — faster than traditional training, and in a way people actually enjoy.

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Are you ready to level up your training?