2025 marks a pivotal shift in consumer behaviour in financial services -the year mobile banking overtook online banking as the primary way customers interact with their finances. For many, the app is the bank. As customer expectations rise, financial institutions are competing to deliver seamless, secure and personalised digital experiences that both satisfy customers and drive return on investment.

In this episode of Banking Uncovered, host Charles Green speaks with Mark Donohue, founder of iSky Research, now Managing Director of iSky at RFI Global, following its acquisition. Together, they explore how banks around the world are evolving their app design and functionality, what defines best practice in user experience, and where the next wave of digital innovation will come from.

Looking to 2026, Mark gives his predictions on what he thinks will shape the mobile banking landscape.

Topics discussed include:

• The global shift towards mobile banking as the primary channel for everyday transactions
• How traditional banks are closing the digital experience gap with neobanks through improved self-service and design
• The growing importance of simplicity and intuitive money management tools in mobile banking apps
• The role of customisation and personalisation in enhancing user experience
• How AI and data readiness are enabling more contextual, conversational banking experiences
• The increasing importance of trust and security for customers and how banks are responding to this need
• The balance between frictionless customer journeys and robust fraud protection
• Digital banking challenges and opportunities for small businesses, including virtual cards and spending controls
• The potential of AI to reduce the cost to serve while deepening customer engagement through data-driven insights
• Why banks must differentiate their digital offering to stand out in a crowded marketplace