Breaking Down Silos: Why Unified Banking Platforms Are the Key to Growth
81% of UK adults say the quality of online experience determines who they bank with. That's not just a warning sign; it's a call for change.
The lenders who acknowledge the need for better experiences don't just focus on products. They implement flexible platforms to deliver instant expansion, seamless customer journeys, and the agility to capture emerging opportunities before competitors even recognise them. Having an integrated, 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.
Picture someone buying their first home. They have an existing product at your institution and are applying for a mortgage. 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, siloed platforms, forcing frustrated customers (and employees) to jump through multiple hoops and repeatedly input the same information. According to Whitecap Consulting's Building Societies Report 2025, approximately 57% of total IT budgets are allocated to maintaining legacy systems, diverting funds from innovation and modernisation efforts that could improve customer experiences.
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 unified platform enables 360-degree customer intelligence, smarter lending decisions, and seamless data integration across all products. With 70% of customers expecting personalised offers and advice, this approach delivers the sophisticated digital experiences customers actively seek, complete with intuitive, customised user interfaces, while intelligently reusing customer information across products.
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 can recognise life events that trigger new financial needs. But here's what many miss: before leveraging AI effectively, you need systems that communicate seamlessly to fully leverage customer data and realise those benefits.
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.
Automation isn't just nice to have anymore—it's essential. Financial institutions are under pressure to serve clients faster, manage risk more effectively, and reduce operational costs. Yet too often, the path to value gets slowed by fragmented tools, endless integrations, and complex compliance reviews.
