The May 2023 report, based on a survey of U.S. retail lending executives, reveals that while lenders continue to pursue growth through new products and markets, their primary focus for 2023–2024 is improving customer experience in response to fintech and neobank competition. Persistent challenges include balancing digital and branch investments, margin pressures, and evolving marketing needs. Technology priorities center on enhancing CX, leveraging data in daily operations, and modernizing architectures with microservices, APIs, and cloud. Success increasingly depends on effectively integrating technology partners beyond legacy core systems.

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