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FinTech's Push into Adjacent Banking Services Creates Challenges and Potential Consolidation

Publisher IDC
Published Feb 12, 2026
Length 6 Pages
SKU # IDC20878030

Description

This IDC study shows how fintech's expansion into adjacent banking services is reshaping the retail banking landscape, driving disruption beyond products to focus on CX. As fintechs and nonfinancial companies embed financial capabilities into their platforms, traditional banks face challenges in maintaining customer engagement and relevance. The shift is propelled by rising customer expectations, demand for contextual financial support, and economic pressures, especially among younger demographics. Although fintechs excel at targeted, digital-first solutions, they must navigate regulatory hurdles and operational complexity as they scale. Banks, meanwhile, risk disintermediation unless they modernize and prioritize omni-channel, personalized experiences. The evolving market may lead to consolidation and deeper service integration, with trust, privacy, and customer-centricity as critical success factors.

Table of Contents

6 Pages

Executive snapshot

Key takeaways

Recommended actions

Situation overview

Scope of adjacent retail banking services and CX implications

CX drivers behind the expansion

Customer expectations

Contextual financial support

Economic and competitive pressures

Advice for the technology buyer

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