エピソード

  • Bank Branches Must Earn Their Place

    Bank Branches Must Earn Their Place
    2026/04/07
    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 adoption—it accelerates it. In this episode, recorded on location at Arizona Financial Credit Union, Jim Marous explores the future of bank branches using new research from the Digital Banking Report and insights from leading institutions. Drawing on his chapter in Brett King’s Branch Tomorrow, Marous makes the case that branches are not disappearing—but must evolve into advisory-driven, relationship-focused environments that justify their cost while strengthening digital engagement. The challenge is no longer whether to invest in branches. It’s whether your branches generate more value than they cost.
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    18 分
  • From Cash and Cards to Invisible Banking

    From Cash and Cards to Invisible Banking
    2026/03/31
    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 Banking Transformed podcast, we delve into the rapidly evolving payments ecosystem with Rich Clow, Head of Innovation and Strategy at Global Payment Solutions, Bank of America. With over 25 years of experience spanning from the early days of branchless banking to today's AI-powered financial services, Rich provides unique insights into the transformative trends reshaping how we think about money, payments, and banking relationships. Join us as we explore these critical trends with one of the industry's most experienced innovators, who has been at the forefront of digital payments evolution for over two decades.
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    44 分
  • 10 Ways to Become a Customer Obsessed Bank

    10 Ways to Become a Customer Obsessed Bank
    2026/03/24
    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 and Cisco. His book, Blueprint for Customer Obsession, lays out nine practices across three pillars that define what the best companies actually do differently. Today, we discuss the practices where banks keep falling short, and what financial institutions of all sizes can do TODAY to elevate their customer obsession scores.
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    52 分
  • AI is the Operating System of Modern Lending

    AI is the Operating System of Modern Lending
    2026/03/17
    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, governed opportunity exploration. Aliya’s platform connects bank-account data, marketing intelligence, risk decisioning, and post-origination monitoring into a closed loop designed to improve efficiency without increasing balance-sheet risk. Are you operating episodically — or intelligently? #Banking #Lending #DigitalTransformation #AI #CustomerExperience
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    45 分
  • Beyond Customer Experience with Joe Pine

    Beyond Customer Experience with Joe Pine
    2026/03/10
    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 what comes after customer experience in banking. If experiences are now expected rather than differentiating, where should banks compete next? Joe argues that the next stage of value creation is transformation. Not better moments, but better outcomes. Not engagement metrics, but measurable progress in customers' financial lives We discuss what transformation really means for banking, why most institutions are still optimizing for the wrong thing, and why banks that fail to evolve risk becoming irrelevant in the most important conversations their customers are actually having. If your strategy still centers on CX as the competitive moat, this conversation will challenge your assumptions. Subscribe to Banking Transformed for weekly conversations with the leaders reshaping the future of financial services.
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    44 分
  • Why Credit Union Transformation Is Stalling and How to Fix It

    Why Credit Union Transformation Is Stalling and How to Fix It
    2026/03/05
    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 the 2026 Retail Banking Trends and Priorities report reveals about the credit union sector and how one institution is moving beyond ambition to measurable results. This conversation covers: * The execution gap * The branch expansion paradox * The talent contradiction * Fintech partnerships that actually drive impact * The open banking blind spot * AI: substance vs optics This discussion isn’t about strategy decks. It’s about what’s actually working and what must change. The Experience Factor is sponsored by Q2. Download the 2026 Retail Banking Trends and Priorities Report here.
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    41 分
  • Banks Must Move Beyond Product Parity

    Banks Must Move Beyond Product Parity
    2026/03/03
    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, Not Like a Bank" Version 2 shares three years of implementation data from banks and credit unions that stopped competing on features. Her framework explains why leading with product specs is mistaken. Customers first decide emotionally, then justify rationally. This edition includes a reflection on which principles have remained valid and which ones need rethinking. The institutions winning today treat brand as their strategic operating system, not a marketing exercise. They solve customer pain through counterintuitive thinking that violates industry patterns. In this episode, we discuss what’s changed since 2022, what surprised Allison in the real-world execution of these ideas, and why moving beyond product thinking may be the only way to avoid becoming invisible in a marketplace defined by sameness.
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    50 分
  • Why Banks Can't Afford to Wait on Voice AI

    Why Banks Can't Afford to Wait on Voice AI
    2026/02/24
    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, modernizing call centers, and delivering measurable operational results. They explore which workflows truly reduce call center costs, how to automate without sacrificing trust, what compliance guardrails must be in place before scaling voice AI, and what community and regional banks can realistically implement in the next 12 months. If your institution wants to modernize call center operations, improve service quality, and increase conversion opportunities, this discussion outlines a practical, defensible path forward. #Banking #ConversationalAI #Chatbots #VoiceAI #DigitalTransformation #CustomerExperience #AI This episode of Banking Transformed is sponsored by Bland Bland is a voice AI platform that helps companies transform customer experience and business operations with AI phone, SMS, and chat agents. We serve enterprises across healthcare, insurance, financial services, and other highly regulated industries, and have dispatched more than 60 million AI-powered phone calls to date. Visit https://www.bland.ai/?utm_source=financialbrandpodcast&utm_campaign=financialbrand for more information.
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