Banking Transformed with Jim Marous
Hosted by top banking and fintech influencer Jim Marous, this podcast explores the leadership and cultural challenges facing the banking industry due to digital disruption. Featuring interviews with industry leaders, it discusses how financial institutions can embrace change, take risks, and innovate to prepare for the future of banking.
Episodes
Unlocking Credit Access for Millions
Sixty-five million Americans cannot fully participate in the economy that most people take for granted. For many, the issue is not irresponsibility. It is a medical crisis, divorce, job loss, thin credit file, or temporary setback that pushed them outside the traditional credit system.
In this Banking Insights episode, I examine why more banks and credit unions are retreating from consumers with c
The Path to Banking's Dual Workforce, with nCino CEO Sean Desmond
What happens to traditional banking roles when a single employee can execute the responsibilities of ten different jobs?
The banking sector is entering the era of the dual workforce. New global research from nCino reveals that 9 in 10 banking executives expect humans and AI agents to work side by side within five years, yet only 20% can currently prove their AI investments drive revenue growth.
In
How Banks Can Fix the Real Reason Americans Aren't Saving
Americans are saving less than they have in years, and the banking industry is partly to blame.Jim Marous argues that the savings crisis is partly a design failure. Banks spent decades making spending effortless while leaving saving to willpower, and the programs that actually changed behavior, from Christmas Clubs to round-ups to retirement auto-enrollment, all worked the same way: they built a s
Hidden Driver Behind Banking's Next Consolidation
The U.S. banking industry is about to enter the largest consolidation cycle in a generation, and the institutions most at risk may not be the ones with the weakest balance sheets. They will be the ones that waited too long to modernize.
Drawing on conversations with executives running institutions with $2 billion in assets to over a trillion, and research in conjunction with Alkami Technologies, t
Why Capital One, Klarna & Coinbase Win AI Search
Why do the same financial brands keep showing up inside ChatGPT recommendations while many traditional institutions barely appear at all?New research from EMARKETER found that brands including Capital One, Klarna, Coinbase, PayPal, and Discover consistently rank among the most visible financial companies in AI recommendations.In this episode of Banking Transformed, Jim Marous speaks with Tiffani M
How Chime Beat All Banks at Account Growth
Chime now opens more new checking accounts than Chase, Wells Fargo, or Bank of America. And the company’s fastest-growing customer segment is no longer financially stressed households. It is higher-income consumers looking for a banking experience that feels simpler, faster, and less frustrating.In this Insight Video, Jim Marous breaks down the Chime flywheel and explains why the company’s growth
What is GEO and Why Does it Matter
Your bank may already be invisible.Not on Google. Invisible inside ChatGPT, Claude, and Gemini, where your customers now ask which bank to choose, which credit card to trust, and which financial app is worth their time. The AI gives them three names. Yours may not be one of them.Jim Marous breaks down the eMarketer AI Visibility Index data, the five specific moves a bank marketer can start this we
Leading Through Banking's Next Normal
Banking transformation is rarely limited by technology. More often, it breaks down when teams lose trust, momentum, or clarity during change.
In this live conversation from The Financial Brand Forum, Pinnacle Financial Partners Chief Digital and Product Solutions Officer Liz Wolverton discusses what leaders get wrong about mergers, AI adoption, and digital transformation.
We explore how to r
Jack Henry's 2026 Benchmark: Why Banks Lose Deposits to Fintechs
Most banks and credit unions say growth is the top priority heading into 2026.
At the same time, fintechs are winning the relationships that drive future deposits, payments, and engagement.
In this episode, Lee Wetherington from Jack Henry joins me to break down the findings from their 2026 Strategy Benchmark Study and explain why many financial institutions still struggle to act on signals
Four AI Moves Every Bank Marketer Needs Now
If you earned your marketing degree more than five years ago, you are already playing catch-up. Most banks are mailing in their response to AI.
I break down the four AI moves the best banking marketers are running now: targeting that finds micro-cohorts of one, personalization built around the customer instead of the account, predictive analytics that tie marketing to revenue, and whether AI se
Building the Agentic Bank With Citi’s Driss Temsamani
Most banks still treat AI as a faster way to do the same work. Citibank believes the entire operating model of banking is about to change.
Recorded live at the Financial Brand Forum, Driss Temsamani, Head of Digital at Citi and author of The Agentic Bank, explains why the next phase of AI is not about chatbots or isolated use cases. It is about rebuilding how banks deploy software, organize tea
Why Banks With More Data Still Don't Understand the Customer
Banks are collecting more customer data than ever before. Yet most institutions still do not understand the customer any better.
In this Banking Insights episode, I explain why that gap is widening, what Bank of America has built with Erica over 3.2 billion conversations, and why the real advantage in banking is shifting from collecting information to learning from it in real time.
Drawing
What 3.2 Billion AI Conversations Taught Bank of America
Most banks still treat AI as a chatbot or efficiency tool. Bank of America built something much bigger.
In this live conversation from the Financial Brand Forum, Jorge Camargo, Head of Digital Platforms at Bank of America, explains how Erica evolved from a simple virtual assistant into infrastructure supporting 65 million clients across consumer banking, wealth management, and treasury services
What Bank Executives Miss About the Fintech Threat
Is your bank being unbundled without realizing it?
Most banking leaders are still watching the obvious disruptors. But the bigger threat may be happening behind the scenes, as software platforms, embedded finance, and agentic AI begin to reshape how financial services are delivered and who owns the customer relationship.
In this episode, Rex Salisbury, founder of Cambrian, joins me to discus
The Silent Attrition Crisis in Banking: How to Detect It Early
Most banks think they have an attrition problem under control because the closure numbers still look healthy.
But customers are not leaving the way they used to.
They are opening accounts at Chime, SoFi, Robinhood, Cash App, and Acorns while keeping their old bank relationship open. The direct deposit stays, and the account stays active, and even the dashboard says everything is fine.
Mea
Triple New Account Growth in 90 Days
Most banks are losing customers after they have already decided to open an account, and it has nothing to do with pricing or competition. The breakdown occurs during the account-opening process itself.
If you want to see it clearly, try it on your own mobile app. Start an application and time how long it takes to complete. In many cases, the experience is slow, repetitive, and built around step
Competing With Giants: How Community Banks Win
Ryan Bailey spent 20 years at Bank of America, JPMorgan Chase, TD Bank, Fifth Third, and USAA. Then he took over Cambridge Savings Bank, a 190-year-old, $7 billion mutual community bank in Massachusetts.
In this Executive Leadership Series episode of Banking Transformed, recorded live at the Financial Brand Forum, Jim Marous and Ryan get into how community banks actually win against the giants.
Atomic Habits for Banking: How Small Changes Separate Winners
James Clear's Atomic Habits is the blueprint for professional change, but most banks are applying it incorrectly. In this episode of the Banking Insights series, I unpack the 1% daily compounding math that dictates why some banks quietly lose competitive ground while others compound forward.
I share my personal journey of losing 80 pounds and rebuilding this video series using the same system.
Banking's Reality Check: The Real Threat Is You
The biggest threat to your bank isn’t a fintech, a stablecoin, or the next Elon Musk venture. It’s the executive who already knows what needs to change and still isn’t changing it.
At the Financial Brand Forum, Ron Shevlin and I took the stage for a live Pardon the Finterruption session focused on what actually matters right now. No long runway. No polished conference script. Just a fast-moving
Primitive & MX are Building an AI Agent Operating System
Banks have spent three years experimenting with generative AI. Most of those pilots are quietly dying. Not because the technology failed, but because no one could prove the return, govern the risk, or scale what worked.
In this episode of Banking Transformed, I sit down with Derek White, founder and CEO of Primitive, and Ryan Caldwell, founder and CEO of MX. Primitive launched as the complete AI
Why External Noise Is Slowing Banking Decisions
The loudest thing in banking right now is not on the agenda.
Leaders are waking up to headlines and uncertainty that shape decisions before the day even begins. Many institutions are stuck on a treadmill, showing plenty of effort and motion without enough real forward progress. The leaders widening the gap are doing it with stronger internal clarity.
In this Insight Video, I explore why digital
Agentic AI: The End of Reactive Banking
The era of the reactive bank is over. Whether you’re ready or not, leading institutions have moved beyond responding to customers and are now using AI to drive real-time decisions and outcomes.
In this Insight Video, Jim Marous explores the massive structural gap in the industry: 96% of institutions say they are engaged with agentic AI, yet only 19% have anything in production. Why is the "self-d
Winning The Attention War That's Reshaping Banking
Your bank might be winning the battle for the transaction. It is losing the attention war for the customer.
Live from Fintech Meetup in Las Vegas, host Jim Marous is joined by Alex Johnson (Fintech Takes) and Mary Wisniewski (Cornerstone) to unpack the most critical shift in retail banking today: the move from a utility-based model to an attention-based economy.
Traditional institutions are rely
6 Digital Strategies Banking Must Learn from the Oura Ring
The data exists. The technology exists. What's missing is the will to act.
In this Insight Video, Jim Marous explores why a $300 health ring is out-innovating the banking industry. With an $11B valuation and $1B in annual revenue, Oura has mastered the Platform over Product strategy that most financial institutions are still struggling to commit to.
Jim breaks down his personal experience with t
How Branches Can Win Attention and Generate Growth
In this episode of Banking Transformed, Jim Marous is joined by Amy Hysell, President and CEO of Arizona Financial Credit Union, live from the organization’s new Biltmore Branch in Phoenix. Built from the conversion of a former top-five bank location, this branch was designed to do more than serve members. It was built to create visibility, generate word of mouth, and become a true showcase for th
Bank Branches Must Earn Their Place
For more than a decade, banks have been told that digital channels would replace the branch. In many parts of the world, that has proven true. But the U.S. market is different—and the data tells a very different story.
When Bank of America opens a new branch, digital sales in that market increase by 50%, reinforcing a critical shift in thinking: physical presence doesn’t compete with digital adop
From Cash and Cards to Invisible Banking
The convergence of artificial intelligence, real-time payment rails, open banking, and embedded finance is creating both unprecedented opportunities for innovation and significant competitive pressures. Banks must navigate the delicate balance between embracing cutting-edge technologies, such as generative AI, and maintaining the trust and security that customers demand.
In this episode of the Ba
10 Ways to Become a Customer Obsessed Bank
Most banks say they're customer-centric, but very few are customer-obsessed. And that gap shows up directly in the numbers: obsessed customers are 88% likely to repurchase, and 42% have already recommended the company 5 or more times in the past year.
Marbue Brown led customer experience at JPMorgan Chase's Consumer Bank, built Amazon's AI-driven CX operation, and has done the same at Microsoft a
AI is the Operating System of Modern Lending
Most banks still treat lending as a point-in-time decision. Pull a score. Make a call. Wait.
In today’s environment, that model limits growth and weakens earnings durability.
In this episode of Banking Transformed, I speak with S. P. “Wije” Wijegoonaratna, Co-Founder and CEO of Aliya, about how AI-powered operational intelligence is transforming lending from episodic approvals into continuous, g
Beyond Customer Experience with Joe Pine
For the past decade, financial institutions have poured billions into improving customer experience. Digital journeys. Frictionless onboarding. Personalization. Higher satisfaction scores.
But according to Joe Pine, that era is over.
In this episode of Banking Transformed, I sit down with Joe, the author of The Transformation Economy and co-author of the landmark Experience Economy, to explore w
Why Credit Union Transformation Is Stalling and How to Fix It
Credit unions entered 2026 with more digital ambition than any segment of the banking industry. Yet 60% are still in early stages of transformation or lack clear goals.
That’s not a strategy issue. It’s an execution issue.
In this episode of The Experience Factor, sponsored by Q2, Jim Marous sits down with Jesus Garcia, Chief Experience Officer at OceanAir Federal Credit Union, to examine what t
Banks Must Move Beyond Product Parity
If your bank is still competing on features, you don’t have a strategy.
There was a time when products and features made a difference. That time is gone. Digital is now expected. Rates are aligned. Features are replicated. And AI can compare them instantly. If you're leading with just what you offer, you're competing in a race where everyone looks the same.
Allison Netzer's "Think Like a Brand,
Why Banks Can't Afford to Wait on Voice AI
For decades, banks have forced customers into frustrating phone trees and rigid IVR systems—all in the name of efficiency. But what if automation could actually strengthen customer relationships instead of eroding them?
In this episode of Banking Transformed, Jim Marous speaks with Isaiah Granet, Co-Founder and CEO of Bland, to explore how voice AI is transforming banking relationships, modernizi
Credit One Bank Serves Those Who Others Won’t
About 25% of Americans can’t get a credit card from a major bank, and more than half are one or two missed paychecks from a credit crisis. Yet most financial institutions still design their products for prime borrowers and pretend the rest of the market doesn’t exist.In this episode of Banking Transformed, I sit down with Steve Min, Chief Credit Officer at Credit One Bank, who has built a business
What Liquid Death Can Teach Banks
Liquid Death reached a $1.4 billion valuation selling water in cans. Meanwhile, banks spent $500 billion on transformation last year and still struggle to stand out. The gap isn't money - it's courage.
Most banks are still designed to protect the status quo. Risk avoidance dominates, small changes are called progress, and true creativity rarely makes it through the internal process to reach custo
2026 Banking Trends Reveal a Dangerous Execution Gap
Download the free 2026 Retail Banking Trends and Priorities sponsored by Q2: https://tinyurl.com/2yrce223
Retail banking leaders have never had more clarity about what needs to change, yet execution continues to lag. In this video, discussing the most critical insight from the 2026 Retail Banking Trends and Priorities research, Jim Marous examines where transformation efforts stall across digital
Why Incremental Banking Improvements No Longer Work
With over $2 trillion in deposits already lost to digital banks and fintechs, incremental banking improvements are no longer a strategy; they’re a liability.
Today, I'm joined by Benjamin Conant, Chief Product Officer at Alkami and Co-founder of MANTL, to discuss insights from their new 2026 Banking Predictions Report and what it reveals about why banks and credit unions are quietly falling behin
Your Gen Z Strategy Is Broken
Your Gen Z strategy is putting your organization’s growth at risk.
New research from Primax, shows that only 12 percent of Gen Z consider a community or regional bank their primary financial institution. Will these Gen Z consumers move their parents' relationship out of your institution?
By 2035, Gen Z will be the largest and wealthiest generation in history. And 72 percent say they face financi
$200 Trillion at Risk: The New Threat to Banking
Banking executives know their industry is being disrupted. What they don't know is how much of their balance sheet they've already lost control of.
According to Accenture, more than $200 trillion in global bank deposits and loans are now at risk, and that threat isn’t coming from another bank. It’s coming from stablecoins, AI agents that can automatically optimize finances, and platforms that can
Back-Office Modernization: The New Growth Strategy for Banks
Banks have spent billions building digital customer experiences. But most are doing it on top of back-office infrastructure built for a different era. That gap has quietly become one of the biggest drags on growth, pricing power, and profitability in banking.
Today's competitive edge isn't just about what customers see upfront. It's about how efficiently a bank operates, how smartly it prices on
How Stablecoins Will Reshape Financial Services
From Walmart and Amazon to banks and credit unions, stablecoins are accelerating a banking reset that is already reshaping how payments move.
In this episode of Banking Transformed, I’m joined by Dr. Lamont Black, Associate Professor of Finance at DePaul University. We will break down why stablecoins represent a fundamental shift in financial infrastructure, not another crypto cycle. We will also
Why Data-Driven Marketing Fails in Banking
Most financial institutions say they are data-driven. Far fewer can prove it in customer acquisition and relationship growth success. At a time when marketing costs are rising, response rates are under pressure, and every institution has access to the same channels, data is often the difference between growth and wasted spend.
Today’s conversation is about how data actually drives results, not da
The $100 Billion Hidden Fraud Crisis
Thirty to fifty percent of your fraud losses don't come from hackers or organized crime rings. They come from your own customers disputing legitimate transactions under their own names. This is first-party fraud, and it's a $100 billion problem that most financial institutions don't even track as a separate category.
While banks use advanced tools to detect external fraudsters, their own account
How AI, CX, and Trust Must Coexist
Banking is no longer competing with the branch down the street. It is competing with every digital experience your customers have before they ever open your app. Expectations around speed, simplicity, and trust are being set by big tech, fintechs, and embedded finance, not by traditional financial institutions. And for many banks, that gap is growing.
That is why today’s conversation matters. I a
How Banking Leaders Can Avoid Becoming Obsolete
Nearly half of the skills banking leaders rely on today will be obsolete within five years.
In this episode of Banking Transformed, Jim Marous explores why continuous learning has become the most critical leadership skill in financial services, and why failing to adapt is the fastest path to irrelevance.
Jim shares the personal transformation that reshaped his career, explains how AI is accelera
High-Tech, Low-Touch Failure: How Banks Can Fix the Experience Gap
Banks love to claim they are high-tech and high-touch. The truth is, most are neither, and the gap between what institutions promise and what customers experience is widening fast. It is costing banks billions in lost trust, slower growth, and missed opportunities, especially as expectations accelerate across the rest of people’s financial lives.
At Fintech NerdCon in Miami, I sat down with two l
Why BofA Is Betting on Branches
What if the biggest myth in banking is that customers don’t need branches anymore?
Because every time Bank of America opens a new financial center, digital sales in that market jump by 50 percent. Physical presence isn’t competing with digital — it’s accelerating it.
Now, Bank of America is putting $750 million behind a bet the rest of the industry walked away from too soon, opening 150 new fina
Core Modernization, AI, and the Future of Banking
Every bank today is trying to appear modern. But you can’t operate a digital institution with a core system that hasn’t been updated since the iPhone was introduced.
After years of adding new features on top of outdated infrastructure, the limitations become clear: legacy cores slow innovation, hinder personalization, and make it nearly impossible to compete in an AI-driven world.
Modernization
The Banking Growth Opportunity Banks Keep Missing
Nearly half of U.S. households are living paycheck to paycheck, yet millions of financially capable people are denied access to affordable credit. That is not a consumer failure. It is a system failure.
I recently spoke at the Hope Global Forums in Atlanta, where the focus is on economic opportunity. I challenged the banking industry to address a blind spot. We rely on outdated credit models that
Why Today’s Banking System is Failing Consumers
The biggest threat to consumer financial health isn’t inflation, stagnant wages, or market volatility, but the financial system itself. Not because it’s failing, but because it’s been silently optimized to benefit the most educated, the wealthiest, and the most sophisticated players.
In the new book Fixed, a harsh truth is revealed: from daily saving and borrowing to education loans, insurance, a
AI Is Breaking Banking’s Scale Advantage
The biggest competitive advantage in banking right now isn’t scale … it’s speed. According to PwC, GenAI is reshaping the balance of power across financial services, and the banks that move fastest will define the next era of growth.
In fact, 58% of banking leaders believe generative and agentic AI will be the single most transformative force in the industry over the next three years, and 55% alr
Banks Are Wasting 50% of Their Marketing Budget
Consumers don’t want more banking messages — they want relevance. And right now, most banks are wildly out of sync with what their communities actually need.
Consumers want communication that reflects their neighborhood, life stage, and immediate financial needs — and broad, one-size-fits-all marketing isn’t effective. Hyperlocal strategies are emerging as some of the most powerful ways to drive
Why Do All Banks Look and Feel the Same?
In this video, Jim Marous broadcasts from Miami’s Wynwood Arts District — one of the most vibrant creative hubs in the world. Using the evolution of Wynwood as a backdrop, Jim explores why so many financial institutions struggle to differentiate, why creativity has become a strategic imperative, and how banks can learn from brands and artists unafraid to take bold, distinctive stands.
From the hi
Future of Banking Through the Eyes of a Shark
Today on Banking Transformed, I sit down with someone who never holds back – Kevin O’Leary from Shark Tank. We recorded this conversation live at the Catalyst Strategic Summit in Austin, where Kevin and I explored one of the biggest questions facing the industry today: What is the real future of retail banking—and where do smaller financial institutions still have a competitive edge?
Kevin shares
SpaceX Lessons to Shorten Innovation Cycles
The secret to breakthrough innovation isn't having more resources. It's all about learning faster. SpaceX went from near-bankruptcy to reshaping a $400 billion industry by compressing learning loops from years to weeks.
This isn't just a space story. It's a blueprint for any regulated industry. If you change the speed of learning, you'll change the slope of performance.
In this video, I share fo
Digital Banking Transformation Myth
In this episode of Banking Transformed, Jim Marous exposes why digital transformation in banking is still more myth than reality. Despite massive investment and ambitious strategies, only 7% of banks achieve their intended digital outcomes.
Drawing on insights from the 2025 Retail Banking Trends and Priorities Report sponsored by Q2, Jim explores the leadership blind spots, cultural barriers, and
The New Playbook for Fraud & Cyber Defense
Fraud is no longer just a downstream cleanup issue. It’s a direct result of cyber incidents that outpace our organizational structures. Siloed teams still overlook weak signals, coordinated attacks manage to get through, and losses grow across different channels. That’s why banking leaders need a new strategy: one that treats fraud and cybersecurity as a unified defense, sharing intelligence, stan
How Fintech NerdCon is Reimagining Banking Events
Today, I’m excited to welcome Colton Pond and Simon Taylor, the visionary co-founders of Fintech NerdCon to the Banking Transformed podcast. Fintech NerdCon is an event with no meetings, no sales booths … just top-tier networking with fintech operators and builders. It’s what happens when a fintech passion, Comic-Con energy, and genuine community building come together.
In this conversation, we’l
New Path to Corporate Banking Loyalty
Today, we're exploring one of banking's most vital yet often overlooked functions: corporate banking account analysis. Though it might not seem glamorous, this is where billions of dollars in revenue are gained or lost, and where the gap between a loyal corporate client and a frustrated one is often decided.
Joining us on the Banking Transformed podcast is Dan Gill, Industry Analyst at Zafin, an
The Identity-Driven Marketing Playbook
Financial institutions are overwhelmed with customer data but lack meaningful insights. Banks and credit unions find it difficult to accurately identify their customers across scattered digital channels, monitor customer behavior from the initial contact to conversion, and demonstrate which marketing efforts truly produce results … all while complying with strict data privacy laws.
Today on the B
Beyond the Myths: What’s Happening with Instant Payments?
Instant payments have officially entered the mainstream — but adoption is still uneven, and questions remain. How is FedNow performing more than a year after launch? What’s driving momentum, what’s holding institutions back, and what will it take for real-time payments to finally reach critical mass?
In this episode of Banking Transformed, I’m joined by Bernadette Ksepka, Senior Vice President an
Customer-First, Modular Banking Built for Speed
Against the backdrop of the iconic Bonneville Salt Flats, where speed records are broken and boundaries are pushed, Colton Pond joined me to interview three visionary banking leaders who are breaking through the traditional limitations of legacy core banking systems. This unique setting perfectly mirrors the conversation's theme: the need for financial institutions to accelerate their modernizatio
Inside Grasshopper Bank’s Claude AI Integration
What if your business banking clients could ask a question, in plain English, and get an instant, intelligent answer? No spreadsheets. No manual reports. Just the client, their data, and AI working together.
It sounds like science fiction, but it's happening right now. Grasshopper Bank has become the first U.S. bank to enable customers to connect their business banking data directly to Anthropic'
Is Your Back Office Ready for the Future?
The future of banking isn't coming – it's already here. And yet, a staggering 46% of retail financial institutions admit they're either early in their digital transformation journey or still in planning stages.
At the heart of this inertia lies a familiar bottleneck: legacy core systems. While over 90% of banks surveyed this year say digital transformation is either a “critical” or “high” priorit
Agentic AI Meets Open Banking: The Future of Money
AI is rewriting how value is created and moved, digital assets are making finance programmable, and open banking is turning data into a competitive weapon.
To become resilient, one must understand the collision between cutting-edge technology and centuries-old financial systems. How is open banking democratizing financial data? Why are some regions outpacing others in fintech innovation, while ot
AI, Apps, and Advice: What’s Next for Banking
As we passed the midway point of 2025, we're witnessing a fascinating convergence: social media has become the new town square for financial decisions, mobile apps are overtaking traditional banking channels, and after years of digital self-service, Americans are seeking human financial advice at levels not seen since the 2008 crisis. Meanwhile, alternative financial options are experiencing an un
The Hidden Driver of Business Banking Loyalty
While most financial institutions see payment processing as just a commodity service, the smartest ones are realizing it's actually their secret weapon for strengthening commercial relationships, boosting non-interest income, and building real competitive advantages in a growing market.
Here's what might surprise you: banks that excel at providing merchant services not only keep their clients lon
From Products to Platforms: The Future of Banking
In today’s rapidly changing financial landscape, traditional banking is no longer enough. Customers expect more than just accounts, loans, and transactions—they want personalized, real-time value delivered seamlessly across every touchpoint in their lives. That’s where ecosystem banking comes in.
In this episode of Banking Transformed, I’m joined by Mike Cook and Carson Kotnyek from Zafin to expl
Your Bank's Data Strategy Could Make or Break AI Success
In banking, every second matters. Fraud happens in milliseconds. Customers demand instant answers. And AI can only deliver value if it’s powered by live, real-time data. Yet many banks are still relying on batch reports and outdated systems, making decisions based on yesterday’s insights.
The shift can’t wait. Forrester predicts that by 2025, half of all businesses will use AI-powered self-servic
AI in Banking: From Hype to Measurable Outcomes
Most banks, including potentially yours, are falling into a dangerous trap. They're announcing AI initiatives, holding innovation showcases, and talking about digital transformation, but when it comes to measurable business results, 70% have nothing to show for their investment.
The winners, like JPMorgan Chase, Capital One, and a few others, aren't just lucky. They've decoded a specific approach
Future Strategies for Business Banking Growth
In this episode of Banking Transformed, John Stuckey from FIS shares insights on the evolving landscape of digital business banking and the strategies financial institutions need to adopt for future growth.
The discussion examines how market needs have evolved for business banking clients, the effect of Customer 360 perspectives, the increasing influence of open banking on business financial rela
Winning the Digital Banking Race Across Generations
Silent attrition may be the biggest threat most banks aren’t talking about — and the stakes are rising fast.
The 2025 Generational Trends in Digital Banking study reveals that only 56% of digital banking consumers expect to maintain their current relationship over the next year, while the rest are quietly drifting toward stagnation or disengagement.
This continuous erosion of loyalty comes just
Unlocking Value Through Data and AI
As I visit different cities and countries, I find that every financial institution is racing to claim they are “data-driven,” yet, as I dig deeper, I find that few are truly turning data into meaningful action.
From personalizing member experiences to unlocking operational efficiency, the ability to transform data into insight — and insight into impact — has become a strategic imperative. Yet the
How to Turn Customer Interactions Into ROI
Every customer conversation – whether in a branch, online, or through a call center – holds the potential to either deepen loyalty or increase attrition. Yet too often, those interactions create frustration, higher costs, and lower satisfaction scores.
Today’s competitive advantage isn’t just having data. It’s knowing how to transform conversations into measurable business value. From lowering co
Build a Bank Brand Worth Fighting For
Fintech disruptors like Chime, Revolut, Venmo and the Cash App have shaken up the banking world by positioning themselves against traditional banking's pain points, yet most established banks continue to compete on incremental improvements rather than bold differentiation.
Consumers are drowning in nearly indistinguishable offers, a reality my guest on Banking Transformed, Laura Ries, calls out i
When 93% Mobile Adoption Drives Innovation
Thailand's banking sector is experiencing a remarkable evolution, driven by regulatory innovation, mobile-first consumer behavior, and some of the world's most stringent operational requirements. Leading this transformation at one of the region's most influential financial institutions is our guest today.
Ian Gillard serves as Senior Executive Vice President at Bangkok Bank, where he oversees dig
The Untold Journey of a Female Tech CEO
For tech firms serving banks, survival isn’t guaranteed. It takes more than a great product or engineering talent to stay ahead. It requires relentless innovation, the ability to scale without losing agility, a deep understanding of financial institutions' pain points, and above all, visionary leadership that adapts to change rather than fears it.
On this episode of Banking Transformed, we welcom
Hidden Costs of Wrong Vendor Selection
Every week, we hear another story: A major bank's mobile app crashes during peak hours with no vendor support in sight. A credit union's core system update goes sideways, leaving customers locked out for days. A regional bank discovers that their "24/7 support" actually means "leave a voicemail and we'll get back to you Tuesday."
Here's the brutal truth most banking executives learn too late: You
From Cash and Cards to Invisible Banking
The convergence of artificial intelligence, real-time payment rails, open banking, and embedded finance is creating both unprecedented opportunities for innovation and significant competitive pressures. Banks must navigate the delicate balance between embracing cutting-edge technologies, such as generative AI, and maintaining the trust and security that customers demand.
In this episode of the Ba
Rebuilding Banking Loyalty for the Digital Age
In an age where customers can switch banks with just a few taps on their smartphones, loyalty has shifted from being a nice-to-have marketing tactic to a business-critical survival strategy. Today's banking customers don't just want rewards—they seek relevance, personalization, and experiences that fit seamlessly into their daily routines.
This shift represents more than just changing customer pr
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