Rethinking Customer Engagement in Banking

This episode of the Banking Transformed podcast, as part of the Experience Factor series, sponsored by Q2, tackles the persistent gap between recognized trends and strategic priorities revealed in the 2025 Retail Banking Trends report.

Fabio Biasella from EngageFI helps listeners develop frameworks for ensuring technology investments directly enhance customer experiences rather than simply adding capabilities. We explore why only 7% of institutions have fully achieved their digital transformation goals despite widespread recognition of its importance, and how experience-led approaches can accelerate progress.

The conversation will also provide practical guidance for building organizational resilience through customer-centric transformation, helping banks and credit unions create a sustainable competitive advantage regardless of marketplace shifts.