2020 has been a year like no other in recent memory. The COVID-19 pandemic forced everyone, not just those in financial services, to react at speed and reconsider their priorities for the year.

At Celent, we also mobilised our efforts to help clients navigate the uncertainty. We published special editions of our Top Trends and IT Spending reports, as well as regular updates on bank survey results throughout the year.

While the dust is yet to settle, retail bank priorities for 2021 are becoming clear. This report summarises Celent’s guidance to clients for next year. It draws on some of the insights published throughout 2020, particularly on survey data for technology strategy priorities. However, much of the content in this report is new, not published by Celent before.

Going into a great level of detail for each priority is beyond the scope of this report. Instead, we consider each priority via three lenses.

Celent has already been covering many of the themes discussed here in depth, and most of these topics are firmly on our research agenda for 2021. We at Celent feel privileged to have a front seat in keeping track of how the retail banking industry is developing and will strive to help clients navigate the changes.

If you are not a client, click here to download a free report sample.