The Role of Culture and Communication in Digital Transformation

In the financial services industry, we often see a critical gap between technological potential and practical implementation. Financial institutions must bridge this divide, moving beyond the excitement of new technology to achieve measurable outcomes that impact both customer experience and operational efficiency.

Today, we're joined on the Banking Transformed podcast by Tara Lacey, Regional Vice President of Customer Success at Backbase. Tara has made her career focusing on what truly matters in financial technology – not just helping to build innovative solutions, but ensuring they're effectively deployed to create real business value.

We explore the evolving philosophy of customer success in banking technology – where the emphasis isn't on selling solutions but on ensuring their successful deployment and adoption. We also discuss why implementation strategy is often more important than the technology itself.