Banking on banks 2025: A decade of transformation in financial services

The widespread adoption of digital banking, rapid technological innovation and a significant shift in consumer behaviour, has redefined how financial institutions operate and how individuals manage their money.

Yet this transformation has not occurred in isolation. From the aftershocks of financial crises to the far-reaching effects of a global pandemic, these pressures have resulted in greater and longer-lasting financial insecurity for many across the continent and influenced attitudes toward savings, credit, and financial management.

At the same time, technological progress – driven by artificial intelligence (AI), automation, and the rise of always-on services – has unlocked new ways for consumers to engage with their finances, while also raising important questions about service quality, accessibility, and values.

In this first report from CRIF’s two-part research series, we explore the key developments of the last 10 years through a dual lens: that of consumers across five major European markets, and of senior financial professionals serving those same regions.

This combination of perspectives provides unique insight on an industry that has undergone massive change.