This presentation was prepared for the Retail Banking Cluster (RBCL) press briefing held on 23 October 2025 and presents the key findings of the ABBL/CSSF Retail Banking Survey 2025. It provides insights into the evolution of the customer journey in Luxembourg’s retail banking sector, including changing customer expectations, the growing adoption of digital banking services, and the specific characteristics of the Luxembourg market. The presentation also examines developments in areas such as digital onboarding, daily banking operations, payments, mortgage lending and investments, highlighting how banks are adapting their services while maintaining high standards of security, accessibility and regulatory compliance.
