Hosted by top 5 banking and fintech influencer Jim Marous, the Banking Transformed podcast examines major leadership and cultural challenges and the impact of digital disruption on banking’s future. Sit down with the brightest minds in business world and get ready to embrace change, take risks and disrupt yourself.
For insights and analysis of the latest digital banking trends — and to receive updates when new Banking Transformed podcasts are released — sign up for The Financial Brand’s email newsletter!
Click here to get your CEO featured on the next Banking Transformed podcast.
FEATURING: Brett King, Author, founder of Moven, speaker
October 19, 2021
The premise of the book, The Rise of Technosocialism, is that mankind is coming to a fork in the road. Climate change, emerging artificial intelligence, social and economic upheaval, and the clash between patriotic nationalism and the inevitability of globalism are coalescing into a crucible.
The reality is that technology will be at the center of all of these changes.
Our guest on the Banking Transformed podcast is Brett King, author of the book, The Rise of Technosocialism, founder of Moven, international speaker, and member of the Fintech Hall of Fame. We discuss what the future may look like, what is inevitable, and what can be altered if humans take the appropriate action.
FEATURING: Jason White, Chief Information Officer at Berkshire Bank and Mark Leher, VP of Data and Analytics for Segmint
October 14, 2021
As a financial institution is preparing to engage in a data-driven strategy, where do they begin? First, it’s important to understand that data transformation is a marathon, not a sprint.
Successful financial institutions must align themselves around five critical keys that will lead them through a holistic data-driven strategy roadmap.
Our guests today on the Banking Transformed podcast are Jason White, Chief Information Officer at Berkshire Bank and Mark Leher, VP of Data and Analytics for Segmint. We will discuss the development and execution of a truly transformational data-driven business strategy for financial institutions.
FEATURING: Craig McLaughlin, CEO at Finalytics.ai and Extractable
October 12, 2021
According to a recent Harris Poll, 40% of respondents said they are likely to leave their primary financial institution for digital banking that compares to an online shopping experience.
New benchmarks have been set as to what is acceptable regarding digital experiences at financial institutions. While consumers still want to bank with community institutions, these smaller firms must accelerate digital transformation efforts to avoid disintermediation to larger banks or big tech organizations.
We are joined on the Banking Transformed podcast by Craig McLaughlin, CEO at Finalytics.ai and Extractable. He discusses the results of the Harris research and provides insights into how smaller organizations must respond to the digital experience challenge.
FEATURING: Lane Martin, Partner and Head of U.S. Banking and Payments at Capco
October 7, 2021
Capco recently published research that offered insights into how banks can modernize their digital banking experience to include the personalization customers expect and prefer.
The study finds that regardless of age, over 70% of customers rank personalization as highly important to their banking experience. The study not only delves into how to engage customers initially, but also how to retain customers going forward by building unique and innovative digital features with a personal touch.
We are joined on the Banking Transformed podcast by Lane Martin, Partner and Head of U.S. Banking and Payments at Capco. He discusses the challenges firms face in putting a digital strategy in place, and the path to an effective and attractive digital platform.
FEATURING: Greg Lisiewski, VP, Global Pay Later Products at PayPal
October 6, 2021
With consumers strapped for cash during these turbulent times, traditional and non-traditional financial firms are expanding financing options to support consumer and merchant needs.
One of the newest solutions modernizes the old-school layaway or retail installment loan offering for the digital world. The Buy Now, Pay Later (BNPL) concept allows consumers to take possession of merchandise before they’ve paid in full, with access at the point of sale.
We are joined on the Banking Transformed podcast today by Greg Lisiewski, VP, Global Pay Later Products at PayPal. He discusses the marketplace opportunities of the BNPL solution and how this can be a win-win-win for all parties involved.
FEATURING: Ron Shevlin, Director of Research at Cornerstone Advisors
October 5, 2021
Recently, I had the opportunity to join Ron Shevlin in a unique debate on the future of financial services. Refereed by Jason Henrichs, the CEO at Alloy Labs Alliance, this debate was done in the style of championship title fight, complete with silk robes, a debate timer and an enthusiastic audience that attended the MX Money Experience Summit at the Snowbird Resort in Utah.
We debated the future of fintech and challenger banks, current digital banking trends, challenges in the marketplace, and the ‘hottest topics’ in banking today.
I am fortunate to have Ron Shevlin, Director of Research at Cornerstone Advisors on the Banking Transformed podcast. We do a recap of the debate and share insights we did not have time for during the actual event.
View the Future of Money Experiences debate
FEATURING: Raja Rajamannar, Chief Marketing Officer at Mastercard
September 28, 2021
Marketing is at the center of a massive transformation, driven new technologies, real-time data analytics, and major scientific advances that will power the future of the banking industry.
More than ever, we need a new framework for communication, engagement and loyalty. Financial marketers need to understand this new paradigm, and prepare to embrace the opportunities that lie ahead or risk becoming irrelevant or obsolete.
We are very fortunate to have Raja Rajamannar, Chief Marketing Officer at Mastercard and author of the book, ‘Quantum Marketing’ with us on the Banking Transformed podcast. He will discuss what marketers must do to prepare for a future where everything we once knew about marketing has changed.
FEATURING: Nicole Lorch, president and COO of First Internet Bank
September 21, 2021
What can legacy financial institutions learn from the first online-only bank? Founded in 1999, First Internet Bank reimagined the traditional banking model as the first state-chartered, FDIC-insured institution to operate entirely online.
What makes First Internet Bank different than other competitors that were established at about the same time, but were later either shuttered or absorbed by other entities?
To understand what makes First Internet Bank unique, and how complex services can be offered by a bank with no branches, we have Nicole Lorch, the president and COO of First Internet Bank on the Banking Transformed podcast. Nicole shares her perspective on how to combine technology, analytics, innovation and a challenger mindset for long-term success.
FEATURING: James Deignan, Inclusion and Accessibility Specialist at Texthelp and Jeff Wissel, Director of the office of customer accessibility at Fidelity Investments
September 16, 2021
Inclusive and accessible digital experiences are more important now than ever before.
61 million adults in the US live with a disability and the average American reads to a 7th/8th grade level. Are your digital platforms, content, campaigns and social media posts easily accessed and understood by all? Or are you excluding huge portions of your online audience?
We are very fortunate to have James Deignan, Inclusion and Accessibility Specialist at Texthelp and Jeff Wissel, Director of the office of customer accessibility at Fidelity Investments on the Banking Transformed podcast. We will discuss the rationale and benefits of ensuring that websites, social media and customer engagement are accessible and inclusive.
FEATURING: Eric Fulwiler, Chief Commercial Officer at 11:FS
September 14, 2021
What makes a fintech firm or challenger bank different from a legacy financial institution? Is it the products offered or the digital platform? Or is it deeper than that?
In discussions with dozens of fintech organizations as part of this podcast, I believe there is a completely different mindset at most fintech firms. What I have also found is that this ‘challenger mindset’ doesn’t need to exist only at new firms. It must be the foundation for any successful organization.
We are very fortunate to have Eric Fulwiler, Chief Commercial Officer at 11:FS and previous executive director of VaynerMedia in London on the Banking Transformed podcast . We discuss what it means to have a challenger mindset and why it is more important today than at any time in the past.
FEATURING: Jill Nowacki, president and CEO, Humanidei and O’Rourke
August 31, 2021
As more companies navigate the return-to-office movement, management teams are faced with an increased urgency of finding, training and retaining quality talent while also creating an inclusive environment for hybrid working.
It is increasingly clear that the path to long-term relevance is through leveraging human capital. But, in most cases, this will require cultural changes that will banks and credit unions win the war for talent.
We are joined on the Banking Transformed podcast by Jill Nowacki, president and CEO of the financial institution executive search and consulting firm, Humanidei and O’Rourke. Jill and I discuss the challenges and opportunities facing financial institutions today as they try to build future-ready workforces and cultures.
FEATURING: Jin Kang Moller, author, designer and management consultant
August 24, 2021
Historically, the banking industry viewed innovation as a way to add more to a product or service. The focus was often on technology, competitive offerings and ecosystems and not often enough about the customer.
The world has changed … in an instant. More than ever, consumers want ways to transact and engage in a way that is easy, intuitive and emotional. Simplicity has taken center stage in the innovation process.
We are joined on the Banking Transformed podcast by Jin Kang Moller, previous vice president of customer experience at OCBC Bank in Singapore, and the author of the book, “The Simplicity Playbook for Innovators’. Jin and I discuss why simplicity is important and how to make it happen at any organization.
FEATURING: Eric Sager, COO of Plaid and Ben Brown, cross-industry financial services lead at Accenture
August 17, 2021
Embedded finance enables businesses to seamlessly integrate financial services into their business models, providing banking, credit, payments, or other services — efficiently and at the consumer’s point of need.
According to Accenture, 47% of non-financial companies said their companies have already invested in embedded finance offerings. The vast majority of these firms also stated that embedded finance increased engagement and helped them acquire new customers.
We are very fortunate to have Eric Sager, COO of Plaid and Ben Brown, cross-industry financial services lead at Accenture with us on the Banking Transformed podcast. They discuss the competitive trends, the impact of embedded finance on traditional financial services and the opportunities in the marketplace.
FEATURING: Patrick Sells, head of banking solutions for NYDIG
August 10, 2021
Bitcoin is taking another step toward mainstream adoption, as customers of some U.S. banks will soon be able to buy, hold and sell bitcoin through their existing accounts.
According to research by Cornerstone Advisors, 60% of crypto owners would use their bank to invest in cryptocurrencies. Even though interest from traditional banking firms is still rather low, is there an opportunity being missed at a time when money and accounts are flowing into fintech firms globally?
We are very fortunate to have Patrick Sells, head of banking solutions for NYDIG, a leading technology and financial services firm dedicated to Bitcoin on the Banking Transformed podcast. Sells discusses the opportunities and challenges of traditional banks offering integrated Bitcoin solutions.
FEATURING: Mohit Joshi, president of Infosys and Michael Ruttledge, CIO of Citizens Bank
August 3, 2021
Leveraging modern technology, data, analytics and digital distribution, market leaders can use innovation to support new business models and create improved experiences.
Despite these opportunities, new research by the Digital Banking Report has found that most organizations consider themselves to be behind the curve with both digital transformation and innovation. Part of the challenge is the lack of an innovation culture or leadership that fails to embrace change.
We are very fortunate to have Mohit Joshi, president of Infosys, as well as Michael Ruttledge, Chief Information Officer and Head of Technology Services at Citizens Bank. They discuss the opportunities and challenges of implementing an innovation focused digital transformation process during times of rapid change.
FEATURING: Ross Creasy, Chief Innovation Officer at Ameris Bank and Stuart Cook, Chief Digital Product Officer of Valley Bank
July 27, 2021
Research shows that the biggest banks and fintech firms are doing best at delivering digital experiences, while smaller banks and credit unions often struggle. How can mid-tier organizations keep pace with consumer and small business expectations? Where should an organization start?
How can you prioritize initiatives and partner with third-party solutions providers and fintech firms to innovate and create positive experiences at scale, quickly?
For answers to these and other questions, we are joined by Ross Creasy, Chief Innovation Officer at Ameris Bank in Georgia and Stuart Cook, Chief Digital Product Officer of Valley Bank in New Jersey. Both of these executives will share how they became leaders in digital banking transformation.
FEATURING: Nikhil Lele, principal for digital transformation at EY
July 20, 2021
According to a recent study from Ernst & Young, 37% of consumers now say a fintech firm is their most-trusted financial services brand, compared with 33% who name a bank as their most-trusted brand. More concerning is that among U.S. consumers, 31% name a fintech as their primary financial relationship, up from just 6% in 2019.
Much of this shift has been caused by the shift to digital providers, that deliver more targeted solutions faster and more seamlessly than traditional banks and credit unions.
Our guest is Nikhil Lele, the principal for digital transformation at EY. He discusses the shift in financial services loyalty and what banks and credit unions can do to defend relationships in a digital age.
FEATURING: Colleen Dabbs, director of solution consulting for Fiserv
July 15, 2021
Consumers have grown to expect personalized digital experiences across all channels and throughout the entire customer journey. Much more than just good targeting for offers, organizations need to engage contextually, in real time, helping consumers reach their financial goals.
Achieving personalization at scale is a daunting task for the majority of banks and credit unions. This is where the power of strategic partnerships is so important to achieve success.
Our guest is Colleen Dabbs, director of solution consulting for Fiserv. We discuss the importance of creating digital solutions and delivering a personalized digital experience across channels. We also dig into how this can be achieved quickly and what are barriers to success.
FEATURING: Scott Sanborn, CEO of LendingClub
July 13, 2021
In February of this year, LendingClub closed the acquisition of Radius Bank, becoming a full-spectrum fintech marketplace bank and among the first fintech companies to buy a bank.
LendingClub’s long-term vision is to pursue a platform strategy expanding the use of a variety of financial products and services by their 3 million members, while providing transaction integration and processing capabilities.
To understand what makes this combination of digital bank and lending platform unique, we are joined by Scott Sanborn, CEO of LendingClub. Scott shares his perspective on how the LendingClub platform can leverage the loyalty of borrowers for future relationship expansion.
FEATURING: Dennis Devine, CEO of Alliant Credit Union
July 6, 2021
Founded in 1935, Alliant Credit Union was created to serve the employees of United Airlines. With most members traveling across the globe, the top 10 credit union had far fewer branches than other firms its size. Today, it has transformed itself into a digital-first financial institution with no branches and a nationwide presence.
To cement its leadership position, Alliant named Dennis Devine as their new CEO in mid-2020. Prior to Alliant, Devine held senior roles at KeyBank, Citizens Financial Group and PNC Bank.
To understand what makes Alliant unique and why a legacy big bank executive would want to ‘downsize’, we are joined by Dennis Devine, CEO at Alliant Credit Union. Dennis shares his perspective on how Alliant delivers the best of digital while still meeting the expectations of a great human experience.
FEATURING: Hossein Rahnama, CEO and founder of Flybits
July 1, 2021
More than ever in the past, data and applied analytics is being used to transform business models and create more personalized, streamlined experiences tailored to the needs and preferences of consumers and businesses alike.
To compete in the future, banks and credit unions must be at the center of a good data ecosphere, serving as trusted data custodians, proving real-time value to customers. More importantly, financial institutions must give control back to the customer – so they can choose when to give up their data and for what purpose.
In this episode, Hossein Rahnama, CEO and Founder of Toronto-based Flybits, discusses how data can make relationships stronger by keeping data secure and using data responsibly – on the customer’s behalf.
FEATURING: Karthik Ravindran, GM, Enterprise Data at Microsoft
June 29, 2021
Data is the foundation for the entire digital transformation process, allowing organizations to make better real-time decisions and enable the movement from being product-led to being experience-led organizations.
Firms that have invested in data transformation have seen tangible results through improved business models. But, data transformation is challenging because of the structure of current data, the distribution of insights, and the lack of skills and resources to commit to a holistic data strategy.
Our guest for the show is Karthik Ravindran, GM, Enterprise Data at Microsoft. He discusses the data transformation journey at Microsoft, and why data maturity is the key to success in a digital world.
FEATURING: Gabe Krajicek, CEO of Kasasa
June 22, 2021
At a time when the competitiveness in the banking industry is more intense than ever, and the need for digital transformation has never been greater, is the viability of smaller community organizations at risk? Is there a way for community banks and credit unions to stand out in a world of digital giants?
To dive deeper into the viability of community banking organizations, we have Gabe Krajicek, CEO of Kasasa, on the show. He discusses the benefits of local banking as well as the the opportunities for community banks to serve consumers and communities.
FEATURING: Amy Radin, founder and principal of Pragmatic Innovation Partners and former Chief Innovation Officer, Citi
June 15, 2021
McKinsey found that 90% of executives “believe that the COVID-19 crisis will fundamentally change the way they do business over the next five years.” Unfortunately, only 21% “feel confident that they are prepared to capture new growth opportunities.”
At a time when technology solutions are abundant, an innovation culture is required more than ever in banking. This is because status quo is not an option in a marketplace that is changing faster than ever before, with competitors of all sizes creating new solutions at scale.
We are very fortunate to have Amy Radin, founder and principal of Pragmatic Innovation Partners, former chief innovation officer at Citi, and author of the award-winning book, ‘The Change Maker’s Playbook: How to Seek, Seed and Scale Innovation In Any Company’.
FEATURING: Paolo Sironi, Global Research Leader for Banking and Finance at the IBM Institute for Business Value
June 8, 2021
The pandemic disrupted the entire planet, changing consumer behavior, altering business and government assumptions, and dramatically impacting business plans. The future is still unclear, but the opportunities (and risks) are immense.
What lies ahead will define winners and losers. From adoption of new technologies to a redefined future of work, and new innovation culture, digital banking transformation will require a paradigm shift in leadership thinking and a new level of agility.
Our guest is Paolo Sironi, Global Research Leader for Banking and Finance at the IBM Institute for Business Value. We discuss how financial institutions will need to explore a new normal, which may require continual reinvention of business models and solutions.
FEATURING: James Robert Lay, CEO of the Digital Growth Institute
June 1, 2021
The way people and businesses shop for and buy financial services has been altered dramatically since the pandemic. No longer needing to go to a physical location, consumers can do their research, purchasing and ongoing engagement on their phone.
But just because banks and credit unions have enabled consumers to open and use accounts digitally doesn’t mean they will. Growth is not a given … and satisfaction is far from guaranteed.
We are very fortunate to have James Robert Lay, CEO of the Digital Growth Institute and author of the book, “Banking on Digital Growth” on the show. He discusses digital sales models and how organizations can multiply results by following a well-defined formula.
FEATURING: Andrew Beatty, Head of Global Next Generation Banking at FIS Global
May 27, 2021
Modern technology is providing institutions with opportunities that expand well beyond traditional financial services. As part of digital banking transformation, financial institutions can process data and engage with consumers in ways never before possible. Tools such as open banking, cloud computing, AI and Platformification have become table stakes for remaining competitive.
The question is, how do we prioritize the investment in available technologies? More importantly, how do we deploy these technologies to increase market share and improve customer experiences?
FEATURING: Mindy Mercaldo, Head of U.S. Branch Network at Citi
May 25, 2021
The pandemic has caused many banks to rethink their branch network strategy. For banks to be positioned for a future that includes greater reliance on digital delivery, organizations must explore ways that technology can enable stronger human interactions as well.
It is clear that the role of the branch has changed dramatically over the past decade, but the importance of human connection still remains. But what is the right balance of physical and digital delivery for the future? And what is needed to transition to new models?
FEATURING: Marla Pieton, VP of Marketing with Segmint and Marco F. Bernasconi, Jr., President of North Brookfield Savings Bank
May 18, 2021
What is the foundation used to drive growth in an financial institution? If it’s not data – it should be. Banks and credit unions have a wealth of insights that live within their account holder data. But, managing all of this data, and the accelerated speed at which it flows into the ecosystem can cripple an institution.
Now more than ever, organizations must focus on leveraging both internal and external data to drive strategic decisions that can drive acquisition, share of wallet, loyalty and growth.
Our guests are Marco Bernasconi, President of North Brookfield Savings Bank and Marla Pieton, VP of Marketing for Segmint. We discuss with how using data, at a foundation level, can drive growth in banking.
FEATURING: Mike Cook, Global Payments Leader at IBM
May 13, 2021
Before the rise of PayPal, Venmo, and dozens of other new payment solutions, banks didn’t look at the payments function as an epicenter for innovation. Times have changed.
Digitization of front, middle, and back office processes, plus an explosion of fintech experimentation around the world, have turned the payments function into a competitive weapon rather than a cost center. In parallel, the rise of contextual or embedded finance mean that payments innovation is changing the operating models for banks and the industries they serve.
Our guest is Mike Cook, global payments leader at IBM. We discuss how the center of transformation in banking is focused on payments and how legacy financial institutions can keep pace with a new generation of providers.
FEATURING: Dan Latimore, Chief Research Officer, Celent
May 11, 2021
Despite increased investment in digital initiatives, financial institutions continue to be concerned that they are falling behind with digital transformation efforts that are needed to build real, long-term competitive advantages.
Enabling digital engagement is not enough. Banks and credit unions must re-imagining banking from the inside out, changing both how banking is done, as well as what will create value in the digital era.
Our guest is Daniel Latimore, chief research officer for Celent. He discusses the ways leading financial institutions are differentiating themselves with innovation, back-office re-engineering, technology modernization and new leadership paradigms.
FEATURING: Shamir Karkal, Founder & CEO of Sila and co-founder of Simple
May 4, 2021
In 2009, Shamir Karkal and several colleagues created the first digital-only bank of its kind in the U.S. Struggling to describe the benefits of a bank without branches, getting funding was a difficult process. As it turned out, Simple not only grew, but was one of the first neobanks to be acquired by a legacy financial institution.
When Shamir tried to generate interest for his new financial technology start-up, Sila, he generated $5 million in funding in only a few months … in a marketplace that readily embraces fintech start-ups today.
On the show, Shamir Karkal, Founder & CEO of Sila, discusses how innovation in the banking industry has changed since the early days of Simple, and what the prospects are for innovation and digital banking transformation in the future.
FEATURING: Stephen Kuhl, Managing Director – Financial Institutions and Strategic Partnership for Western Union Business Solutions
April 29, 2021
Competition in the financial services sector has never been more intense. Banking boundaries, that once were defined geographically, have expanded globally as a result of digital functionality. While neighborhood financial institutions built their businesses on domestic transactions, today’s consumer and small businesses are sending and receiving funds from all around the world more frequently than ever.
Our guest is Stephen Kuhl, Managing Director – Financial Institutions and Strategic Partnerships for Western Union Business Solutions. We discuss why offering international payment services can be a game-changer, how to overcome hurdles, and what action steps every community bank and credit union must take right now.
FEATURING: Zac Cohen, COO of Truiloo
April 27, 2021
In order to survive in an increasingly competitive market, financial organizations must be able to correctly identify consumers to streamline the account opening and credit application processes. This includes those with limited profiles, which has long been a shortcoming of the banking industry.
It’s important that organizations use new sources of data to combat fraud and improve the customer experience for all consumers, expanding the availability of banking services for a broader population.
We are fortunate to have Zac Cohen, COO of Trulioo, a global identity verification company, on the show. Zac discusses how alternative data can be used to provide stronger digital identities and provide credit and other services to the previously underserved markets.
FEATURING: Jeff Marsico, President of The Kafafian Group, Inc.
April 20, 2021
Some experts predict the demise of community banking organizations, that are challenged by changed consumer behavior, outdated infrastructure, an evolving competitive landscape, and the high cost of digital transformation.
Is there a viable niche for community banks and credit unions in an industry that is increasingly dominated by huge mega-banks, or are we entering an era of ‘too small to succeed’? If there is a niche, what needs to be done today?
Our guest is Jeff Marsico, President of The Kafafian Group, Inc. and author of the new book, ‘Squared Away: How Can Bankers Succeed as Economic First Responders‘. Jeff discusses the role community banks and credit unions can play in an increasingly demanding banking ecosystem.
FEATURING: R. “Ray” Wang, principal analyst, founder and chairman of Constellation Research
April 13, 2021
The marketplace is being disrupted by firms that were built on digital platforms. Their agility, foundation of data, analytics and modern technology position these firms advantageously in a world that wants personalization, speed and simplicity of engagement.
Which companies will thrive and which will get crushed by the powerful forces in the global business landscape now at work? How can legacy organizations compete with digital giants like Google, Facebook, Amazon and Apple?
Our guest is R “Ray” Wang, Principal Analyst, Founder, and Chairman of Constellation Research, Inc., author of the best-selling book, ‘Disrupting Digital Business’ and his upcoming book, ‘Everybody Wants to Rule The World’.
FEATURING: Dominic Venturo, senior vice president and chief digital banking officer at U.S. Bank
April 6, 2021
More than at any time in the past, the largest banks in the U.S. have capitalized on their customers’ increased willingness to use digital financial services. U.S. Bank, the sixth largest bank in the country, has been one of the leaders in going beyond the basics in digital banking transformation.
From streamlining new account opening and onboarding processes, to creating new ways to manage finances across channels, U.S. Bank combines innovation, modern technology, and a focus on the customer experience to change the way people bank.
Our guest is Dominic Venturo, senior executive vice president and chief digital officer at U.S. Bank. He discusses many of the ways that U.S. Bank has leveraged the recent changes in consumer behavior to increase efficiency and grow revenues.
FEATURING: Tami Ferguson, SVP and Director of Client Experience for Washington Trust Bank, and Zach Hamilton, Chief Digital Officer of Synovus
April 1, 2021
More and more, consumers are shopping for financial services, opening accounts, and building relationships in digital channels. The only way banking providers can support new account opening and deepen relationships is by seamlessly aligning branches and call centers with the mobile and desktop experience. Join Tami Ferguson and Zach Hamilton for insights into how Washington Trust Bank supports customers throughout their journey by leveraging an innovative account opening and onboarding process that prioritizes customer needs.
FEATURING: Jerry Kane, author and professor at Boston College Carroll School of Management
March 30, 2021
Companies that use disruption as an opportunity for innovation emerge from it stronger, while other companies that merely attempt to ‘weather the storm’ often suffer. Transformation is not a project or a destination, but a continuous process of adapting to a volatile and uncertain environment. But where does a financial institution begin?
Join Jerry Kane as we explore the research and interviews behind his new book, “The Transformation Myth: Leading Your Organization through Uncertain Times”, which offers a framework for understanding disruption and tools for navigating it.
FEATURING: Mark Aldred, Head of International Sales at Auriga
March 25, 2021
With a shift to digital channels, banks and credit unions are rethinking their distribution strategies. Closing all branches is not the best alternative, but neither is keeping them all open. Forward-thinking banks are adopting alternative models, including self-service banking complimented by new technologies in a “lean branch” format. Join Mark Aldred as we discuss the role of branches within an improved distribution strategy, and how financial institutions can embed banking into consumers’ daily lives.
FEATURING: Jay Baer, Author, Customer Experience Expert and founder of Convince & Convert
March 23, 2021
The majority of financial institutions rank improving customer experience as their top mission, but few organizations get rave reviews. In fact, since the pandemic, it could be argued that the banking industry is doing a worse job in meeting consumer expectations.
On this episode, we discuss how financial institutions need to reset their strategies around improving CX in a digital world. The competition has expanded, and consumers understand what is possible. The question is whether financial institutions are ready?
We are joined by Jay Baer, one of the foremost leaders in the world of customer experience and marketing. He is founder of Convince & Convert, and the author of six best-selling books, including his newest book, “Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth.”
FEATURING: Theo Lau and Bradley Leimer, Unconventional Ventures
March 16, 2021
Doing good for the community, employees and customers goes well beyond philanthropy. Organizations need to look within to embed sustainability and social responsibility strategies into their business model, their culture and the people and organizations they interact with.
Now more than ever, businesses need to think beyond profits and look at their entire value creation process to the world as a whole. What organizations will find is that there isn’t just a moral imperative for businesses and organizations to behave responsibly, but a financial one as well.
We are fortunate to have Theo Lau and Bradley Leimer on the show. They are the founders of Unconventional Ventures, and the authors of a brand new book, Beyond Good: How Technology is Leading a Purpose-driven Business Revolution.
FEATURING: Adam Hughes, CEO of Amount
March 09, 2021
Buy now, pay later (BNPL) solutions have grown in prominence as new players and payments incumbents are battling for market share. This includes firms like Affirm, Afterpay, Klarna, QuadPay, Sezzle, and Splitit, as well as legacy payment firms like Mastercard, Visa, PayPal, and Amex.
How will these providers will impact traditional POS card volume or damage the appeal of retailers’ private-label cards? And, who will win the battle for the younger consumer who is drawn to this payment option?
We are joined by Adam Hughes, the CEO of Amount, a fintech provider that offers a robust point-of-sale financing product suite. Adam discusses the growth of the buy now, pay later marketplace, and how traditional financial institutions can remain competitive for this business.
FEATURING: Pinar Ozcan, Professor of Entrepreneurship and Innovation at the Saïd Business School at Oxford University
March 2, 2021
The pandemic has served to accelerate the relevance and importance of open banking as consumers become more willing to try alternative banking providers to get their digital banking needs met. At the same time, there has been a rise in contactless payments, as consumers replace cash at the point of sale.
These dual market forces have provided an opportunity for big tech players, such as Apple, Amazon and Google to increasingly expand their platforms into financial services.
We are joined by Pinar Ozcan, Professor of Entrepreneurship and Innovation at the Saïd Business School at Oxford University. Pinar discusses how innovation in banking has been impacted by the pandemic, and the rise of big tech platforms.
FEATURING: Sonali Divilek, Head of Product – Consumer Business at Goldman Sachs
February 23, 2021
Over the past year, Marcus by Goldman Sachs has continued to expand offerings, including teaming up with Amazon and Walmart to offer loans to sellers on their marketplaces, buying the General Motors credit card business, launching Marcus Insights smart tools and trackers, and most recently, announcing the offering of a digital investing platform. All of this is ahead of adding the much-anticipated checking account.
In this episode, Sonali Divilek discusses Goldman Sachs’ product development strategy for Marcus, and how a partnership mentality has helped Marcus become a force in the retail banking ecosystem.
FEATURING: John Thomas, EVP/Global Head of Innovation at TD Bank
February 16, 2021
One of the biggest problems facing legacy banking organizations today is leveraging data and advanced analytics to drive digital transformation, creating hyper-personalized experiences, supporting an innovative culture, and solving consumer challenges with appropriate technology.
One organization that has emerged as a data-centric leader is TD Bank, a top 10 bank with 85,000 employees and more than 26 million customers. Branding itself as America’s Most Convenient Bank, TD has quickly responded to the needs of the digital consumer.
TD Bank’s John Thomas discusses how a data-driven culture positions this legacy financial institution to be a major force in banking well into the future.
FEATURING: Ravi Vakacherla, EVP/Chief Transformation Officer at Peoples United Bank
February 9, 2021
According to the Digital Banking Report, the top priority of the majority of financial institutions is to advance digital transformation. But what is the best way to proceed? And, where should organizations start?
People’s United Bank, a regional bank based in Connecticut started by forming a “business transformation office” to focus on digitization and technology development. The team is responsible for optimizing and automating back office processes as well as setting up partnerships with financial technology companies.
To understand how a $60 billion dollar bank has advanced digital transformation, Ravi Vakacherla from People’s United shares his perspective on where organizations should start and the roadblocks to digital transformation.
FEATURING: Yolande Piazza, VP of financial services for Google Cloud
February 2, 2021
Late last year, it was announced that Google Pay will partner with legacy financial institutions in the development and distribution of checking accounts through a new service called Google Plex. In addition, Google announced a partnership with Deutsch Bank for cloud implementation and co-innovation of new products and services.
For the banks, these partnership can be a way to quickly grow customer relationships and expand market coverage. These partnerships could also threaten banks that fail to execute real-time personalized digital strategies.
Our guest for the show is Yolande Piazza, VP of financial services for Google Cloud. Yolande joined Google in mid-2020 after almost 15 years at Citi where she most recently managed fintech partnerships. In this episode, we discuss the financial service strategies at Google. We also discuss what the future of banking may look like and who the players may be.
FEATURING: Jim Dicso, CEO of SundaySky
January 26, 2021
As a result of the pandemic, people were forced to adopt digital alternatives to their traditional way of doing banking. This shift was not always smooth for the customer or the financial institution. Many consumers still wanted personalized interaction to learn about services.
Financial institutions that want to improve engagement, interactions, and brand loyalty are responding with new forms of personalization, such as rich media like video.
Our guest for the show is Jim Dicso, CEO of SundaySky. In this episode, Jim discusses how personalized video-powered experiences can drive breakthrough outcomes at key moments along the customer journey.
FEATURING: Jim Gilmore, co-founder of Strategic Horizons LLP
January 19, 2021
How can organizations compete for customers, time, attention and money in an increasingly digital world where time is limited, attention is scarce and the ability to genuinely engage with consumers has become more difficult than ever?
One of the few brand differentiators available today is to build memorable and repeatable experiences. Unlike in the past, when many of these experiences could be built in a one-to-one tactile world, digital delivery changes the game.
To better understand the challenges and opportunities of building a compelling customer experience, I am joined by fellow Clevelander Jim Gilmore. Jim is the coauthor, along with Joe Pine, of one of the best business books of the 20th century, “The Experience Economy”. Jim shares examples of how executives from any industry can set themselves apart from the competition be creating personalized and transformative experiences.
FEATURING: Ron Shevlin, Managing Director of Fintech Research at Cornerstone Advisors
January 12, 2021
The pandemic changed the business landscape for all industries … possibly none more dramatically than financial services. Already being impacted by non-traditional players, financial institutions needed to shift in an instant to satisfy customers no longer able to conduct business in traditional ways.
What will 2021 look like? What major shifts will occur that will last into the future? What could surprise us in an ecosystem where change is one of the only constants?
To get a perspective on the future of banking and fintech, we are joined today by Ron Shevlin, the Managing Director of Fintech Research at Cornerstone Advisors. Ron is the author of the book Smarter Bank and is a senior contributor for Forbes. Ron is also ranked among the top banking influencers globally and is a frequent keynote speaker.
FEATURING: Mark Donohue, Founder of iSky Research
January 5, 2021
Mobile banking usage is rising quicker than ever as a result of the pandemic. With close to 50% of consumers stating that mobile is a top-three factor that determines their choice of financial institutions (after fees), it is imperative that banks offer mobile features that consumers value most.
However, it is not enough to just enable mobile banking capabilities. Banks must also remove friction and provide the user experience that consumers desire as well.
The guest for the show is Mark Donohue, founder and CEO of Hong Kong-based iSky Research. In this episode, Mark discusses what makes a mobile banking leader given the insight Mark has from monitoring hundreds of banks globally on functionality and user experience.
FEATURING: Jacob Morgan, Futurist, best-selling author and TED speaker
December 29, 2020
Research from the Digital Banking Report has found that the biggest barrier to successful digital transformation is legacy leadership and culture that is unable to embrace the skills and mindsets needed for the future of banking.
The future of banking and the future of work has made it clear that a different type of leader is required to guide people and organizations to success in the next decade. The question is whether financial industry leaders at all levels can embrace change, take risks and disrupt themselves.
We are joined today by Jacob Morgan, futurist, TED speaker and best-selling author of 4 books including his newest book, The Future Leader. On the show, Jacob shares insights from his in-depth research on how leadership is changing, what leadership is going to look like in the future, and what we need to do now to be future-ready leaders.
FEATURING: Allison Beer, Head of Digital at Chase Bank
December 22, 2020
As the largest U.S. bank, Chase is committed to a strong multichannel strategy, building new branches while also being a leader in digital banking innovation. With 55 million digitally active customers, representing close to 70% of the Chase customer base, Chase continues to provide consumers with the banking options they desire – whether it be physical or digital.
With the pandemic making consumers more aware of the need for digital banking solutions, as well as more demanding of their digital banking experience, the need to improve both speed and simplicity of digital engagement has never been more important.
To understand how Chase continues to be a leader in digital channel growth, we are joined today by Allison Beer, Head of Digital at Chase Bank, where she leads digital innovation for the bank. In the episode, we discuss the impact of the pandemic on digital banking and the future of digital at Chase.