Breaking Down Silos: Why Unified Banking Platforms Are the Key to Growth 

The lenders who acknowledge the need for better experiences don't just focus on products. They implement flexible platforms to create instant expansion, seamless customer journeys, and the agility to capture emerging opportunities before competitors even recognise them. Having a single, unified platform allows lenders to more confidently capture cross-selling opportunities, reduce operational friction, position themselves for AI-driven growth, and capitalise on customer loyalty for long-term success. 

The Hidden Cost of Fragmentation 

Picture a small business owner with an existing mortgage at your institution applying for a business loan. Despite years of relationship history, they're often starting from scratch—repeating information and wondering why their bank doesn't seem to know anything about them.  

Many lenders still operate with separate platforms for home and business lending, forcing frustrated customers to jump through hoops across different departments. According to a 2025 report published by the Australian Financial Review, these disconnected systems could ultimately cost financial institutions up to $90.3 billion by 2028 if left unchanged. 

From Fragmented to Unified: A Smarter Path Forward 

Instead of asking, “What can we sell this customer?” smart lenders are asking: "How can we support this customer's entire financial journey?" This mindset shift transforms transactions into lifetime relationships.  

Moving from disconnected systems to a single platform enables unified customer intelligence, smarter lending decisions, and seamless data integration across business and personal lending. Unified platforms deliver the sophisticated digital experiences that 76% of retail banking customers actively seek—complete with intuitive, customised user interfaces—while intelligently reusing customer information across products. 

Preparing for an AI-Driven Future 

With 77% of bankers believing AI will determine their institution's success or failure, the question isn't whether to adopt AI, but how quickly.  

AI transforms operations through automated processes, intelligent decision-making, enhanced risk management, and personalised customer experiences that recognise life events triggering new financial needs. But here's what many miss: before leveraging AI effectively, you need systems that communicate seamlessly. 

The Bottom Line 

Financial institutions face a clear choice: continue managing disconnected systems that frustrate customers and limit growth or embrace unified platforms that unlock the full potential of every customer relationship. In an era where agility determines market leadership, the institutions building connected, intelligent ecosystems today will define the industry tomorrow. 

Download the complete nCino POV to discover how financial institutions can transform fragmented operations into unified, growth-driving platforms.