Retentions & Technology Report 2025
Discover how mutual lenders are using digital innovation to strengthen retention and drive growth.
As retention becomes a top priority for building societies and specialist lenders, this report explores how digital transformation can boost loyalty, strengthen compliance, and scale operations. Drawing on interviews with CTOs and senior leaders, it uncovers the real challenges of modernising systems — and the impact of getting it right.
What you’ll learn
- Why retention is increasingly critical for mutuals’ balance sheet strength and regulatory resilience
- The key barriers lenders face when upgrading legacy tech stacks
- How customer expectations around product switching and digital self-service are shifting
- The role of brokers and advisers in retention strategies—and how to better support them
- How leading mutuals are prioritising investment in retention-first technology
Why download this report?
Drawing on original qualitative research from CTO interviews and expert analysis, this whitepaper reveals:
- The most common technology pain points across mid-sized building societies
- How lenders are balancing modernisation with the need for member-first service
- How cloud-native platforms can improve compliance, reduce processing time, and support hybrid customer journeys
- Where the mutual sector is investing now—and what’s next
Why it matters
Mutual lenders are at a turning point. With market share under pressure and customer behaviour evolving fast, digitising retention is no longer a nice-to-have—it's a necessity. This report provides practical insight for CIOs, product teams, and leadership exploring how to modernise their lending infrastructure without losing what makes them different.
