With the seismic shifts in retail banking due to the pandemic, banks want to understand their place in this uncharted environment. They are looking for advice since prior standings are no longer applicable. To address this, we are pleased to share some highlights from the third Retail Banking Excellence Benchmark (REBEX by BCG) Pulse survey. The survey was conducted from 12,000 retail banking customers in 16 countries globally during October and November 2020. The findings focus on the latest trends shaping retail banking, indicating how changes over the past year may form the basis of strategic planning for the longer term.