Bridging the gap between Retail and SME Banking

This report explores how banks can bridge the long-standing gap between retail and SME banking by building more flexible, connected, and customer-centric operating models. As SMEs continue to evolve — from sole traders and freelancers to increasingly complex growth businesses — traditional banking structures are struggling to keep pace with their needs.

Developed in partnership with Engine by Starling, the report brings together insights from global banking leaders, industry experts, and financial institutions across Europe, the Middle East, Africa and Asia-Pacific. The findings are based on extensive discussions with the Qorus community, including executive interviews, steering committees, roundtables, and collaborative workshops focused on the future of SME banking.

The report examines how banks can rethink segmentation, modernise customer journeys, transform relationship management, and build future-ready digital foundations capable of supporting growth, innovation, and changing customer expectations.

As customer expectations continue to evolve and challenger models reshape the market, the opportunity for banks is clear: those that embrace flexibility, modern technology, and customer-centric design will be best positioned to lead the future of SME banking. This report provides practical insights, real-world examples, and strategic perspectives to help banks navigate that transformation with confidence.