A staggering 81% of UK adults say the quality of online experience determines who they bank with. For lenders, this statistic is a call to enter a new era, according to nCino.
Banks that understand this shift aren’t just focusing on individual products. They are investing in flexible platforms that enable instant scalability, frictionless customer journeys, and the agility to seize emerging opportunities before competitors even notice them.
A unified, integrated platform allows lenders to capture cross-selling opportunities with confidence, reduce operational inefficiencies, position themselves for AI-driven growth, and leverage customer loyalty to secure long-term success.
The hidden cost of fragmentation
Consider someone purchasing their first home. Even with an existing product at a bank, they often face repeated paperwork and questions, wondering why the institution seems unaware of their history.
Many lenders continue to operate with siloed, disconnected platforms, forcing both customers and staff to navigate cumbersome processes.
Whitecap Consulting’s Building Societies Report 2025 reveals that roughly 57% of total IT budgets are spent maintaining legacy systems, leaving less room for innovation and modernisation initiatives that could enhance the customer experience.
A smarter path forward
Leading lenders are shifting their mindset from “What can we sell this customer?” to “How can we support this customer’s entire financial journey?” This change transforms transactions into long-term relationships.
Moving to a unified platform enables 360-degree customer insight, smarter lending decisions, and seamless data integration across products.
With 70% of customers expecting personalised advice and tailored offers, this approach delivers the intuitive, customisable digital experiences that today’s consumers demand while intelligently reusing information across multiple products.
Preparing for an AI-driven future
With 77% of bankers agreeing that AI will determine their institution’s success, the pressing question is not whether to adopt AI but how quickly to do so.
AI can revolutionise banking operations through automation, intelligent decision-making, improved risk management, and personalised experiences that anticipate life events triggering new financial needs. However, these benefits can only be fully realised if systems communicate seamlessly, allowing institutions to leverage customer data effectively before implementing AI tools.
The bottom line
Financial institutions face a clear choice: continue relying on disconnected systems that frustrate customers and hinder growth, or embrace unified platforms that unlock the full potential of every customer relationship.
In a market where agility drives leadership, banks building connected, intelligent ecosystems today will define the industry tomorrow.
Read the full blog from nCino here.
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