Retail Banking Research Outlook 2023

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Delivering for Customers in Time of Need: Introducing our 2023 Research Themes

Faced with historically high inflation and energy bills, increasing interest rates, and continued geopolitical and economic uncertainty, consumers in major economies are bracing themselves for tough times ahead. How can retail banks truly deliver for all their customers – new and existing – in these challenging times?

We think it’s by doubling-down on five major themes outlined in the figure below and carefully picking the areas of focus. It’s by preparing to identify and serve vulnerable customers, by becoming the centre of your customer’s financial lives, by helping protect those customers from fraud, and by adopting customer-centric product strategies. All this and more underpinned by ongoing digital transformation efforts.

These five themes will also guide our research agenda for 2023. Of course, at this level the themes are not that different from last year and there is already plenty in the library, as we have been producing research focused on these topics, for both retail and corporate banking clients.

In these challenging times one thing is certain: none of us can go it alone. As you face hard decisions in the areas of technology and partnerships, Celent is here to support you. We can help you vet partners and technologies as you respond to competitive and government initiatives, the changing needs of your customers, and growing cost pressures.

As always, we’ll look to be nimble and respond to fast-moving developments in our research space. So, if you have a hot topic in mind, where our research could add value to your organization, please get in touch, and we’ll endeavor to incorporate it into our research agenda for 2023.


In 2023, we will continue to deliver different types of insights, from analysis of technology trends shaping the banking industry to case studies documenting best practices, and from panel-driven insights to analysis of vendor solutions. The list below is indicative of the types of research we are planning to conduct and expected timeframes, but it’s not exhaustive. For example, we are publishing Solution Briefs based on interesting updates we receive from industry players throughout the year, but there’s no way to predict what those topics will be.

Industry Trends and Case Studies

  • Model Bank case studies from around the world (Q1)
  • Retail Banking Previsory 2024 (Q4)
  • Customer engagement
  • Cards and digital payments
  • Consumer lending, including mortgages
  • Cloud, AI, data, APIs
  • Open banking, embedded finance, Banking-as-a-Service

Polls, Panels, and Primers

  • IT Strategy and Priorities(Q2-Q3)
  • IT Spending Forecasts (Q3)
  • Digital Panel Series – throughout the year


  • Core Banking (Q1-Q2)
  • Product and Pricing Management (Q2-Q3)
  • Solutions for Open Banking (Q2)
  • Next Gen Credit Card-as-a-Service Providers (Q2)
  • Various solution briefs

Contact us for more information about what we have planned in Q2.

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