The US financial landscape is evolving fast. While fintech adoption lagged behind other markets, a rapid shift is underway—31% of US households now hold accounts with a digital-only bank. What does this mean for traditional banks, mobile banking, and the future of financial services?

In this data-packed episode of Banking Uncovered, host Charles Green sits down with Jim Langston, Commercial VP, and Luke Allchin, Research Director at RFI Global, to break down the key US consumer trends driving change in 2025 and beyond. Backed by insights from the largest survey of US financial behavior, they explore how banking, fintech, and investing are transforming—and what financial institutions need to do next.

Topics discussed include:

• The year of the fintech: After a slow start in the US, digital-only providers are surging, with 31% of US households now holding accounts with one.
• Mobile banking takes over: Mobile is surpassing desktop usage for banking and this trend is projected to happen for investing too.
• How traditional banks are responding: Big banks are innovating with personalized services, financial wellness tools, and expanded branch networks to stay competitive.  
• The growing wealth divide: The data shows that while overall wealth has increased, many struggle to keep up with their finances.
• The new era of investing: Demand for financial advice is at its highest level in a decade, with social media, gamification, and AI-driven robo-advisors changing the landscape.

Listen to the podcast to understand the consumer trends reshaping US financial services.

In this episode of Banking Uncovered, we take a deep dive into the evolving financial landscape, exploring the complex relationship between cash, fintech innovation and regulatory frameworks worldwide. As digital banking and fintechs continue to reshape financial services, what does the future hold for traditional banking models, cash usage and financial accessibility?

Host Charles Green speaks to Clinton Cheng, Global Head of ATM Networks for Visa, in a research-driven conversation that uncovers key insights into how consumer behaviour, economic forces and regulatory developments are shaping the banking industry.

Key topics include:

• The rise of fintechs and the implications for cash and ATMs: The impact of the growth of fintechs like Chime, Monzo and Revolut on traditional banking, including cash access, ATM usage, pre-paid cards and travel spending.
• The response of traditional banks: How traditional banks are rising to the challenge and adapting to a digital-first world with innovative products and services.
• Shifts in consumer behaviour: How digital-only banks are changing how different demographic segments, including Gen Z, Gen X, Millennials and gig economy workers, interact with financial services.
• The cost of cash: The impact of fees, regulations, and branch closures on cash accessibility and what this means for banks and consumers.
• Fintech partnerships and cash access: How digital-first banks like Chime are partnering with networks such as Visa to provide cash access via third-party ATMs.
• Cash deposits and the role of retailers: The growing role of retail locations in enabling cash deposits for digital banks, and the potential for automation through ATMs.
• Branch optimisation: How traditional banks are redefining their branch strategies, focusing on more complex financial services while shifting basic transactions to ATMs.
• Regulatory interventions and banking hubs: How regulators in different markets are stepping in to ensure access to cash and banking services, particularly in rural areas.

And much more.

Listen now to stay ahead of the trends shaping banking’s future.

Westpac’s digital banking strategy has significantly enhanced customer experience, with its mobile app achieving an NPS of 21.7 - one of its best scores to date. With over 5 million customers banking online every month, the app is central to the bank’s vision of offering a seamless, full-service digital experience for customers who choose it. Recent innovations, including enhanced fraud detection, real-time security alerts, and expanded self-service functionality, empower customers with greater control over their banking.  

At the same time, Westpac remains committed to in-person banking, recognising the vital role branches and face-to-face interactions play. With over 500 branches nationwide, Westpac continues to invest in its physical network, ensuring customers have access to expert advice, personalised support and essential banking services. A focus on service culture, deeper customer engagement, and strategic investments in regional banking have strengthened trust and advocacy among customers. 

In this episode of Banking Uncovered, Chloe James, speaks to Jason Yetton, Chief Executive, Consumer at Westpac. They discuss his leadership journey, the role of banks in economic empowerment, and Westpac’s ongoing transformation to better serve customers. Jason shares how the bank has strengthened its commitment to regional Australia, pausing branch closures and investing in digital accessibility to ensure customers in remote areas receive the same level of service. He also emphasises the importance of trust, innovation, and a strong risk culture in delivering long-term value for both customers and employees. 

Topics discussed include:  

• Jason’s leadership approach: His motivation as a leader, how his leadership style has evolved, and the role of culture in building high-performing teams. 
• The power of culture at Westpac: How a strong, purpose-driven culture drives customer experience, employee engagement, and business success. 
• Improving customer satisfaction: The strategies behind Westpac’s rising consumer MFI NPS.  
• The future of bank branches: Jason shares insights on the evolving role of branches, their importance in community banking, and how co-location strategies help sustain physical banking access. 
• Enhancing customer experience in key financial moments: How Westpac supports customers during critical life events, such as fraud prevention, home loan settlements, and financial hardships. 
• The role of relationship managers: How Westpac’s personalised approach to banking, particularly in regional areas, strengthens customer trust and loyalty.