Banking Transformed with Jim Marous Unlocking Growth Mode Series #2 Bridging Digital Banking Implementation Gaps
May 7, 2025
Tara Lacey, Regional Vice President of Customer Success at Backbase, dives into the crucial gap between technology and its practical application in banking. She discusses the importance of not just innovative solutions but their effective deployment to create real business value. Tara highlights the need for stakeholder alignment during implementation and the significance of measuring success through customer satisfaction and operational efficiency. Plus, she emphasizes the role of culture and communication in facilitating smooth digital transformations.
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Tech Potential vs. Implementation Gap
- There is a critical gap between technology potential and its practical implementation in financial services.
- Financial institutions must bridge this gap to impact customer experience and operational efficiency positively.
Career Journey from Africa to Fintech
- Tara started in project finance and microfinance in Uganda, gaining retail banking insights.
- She returned to the U.S. to apply African fintech lessons for social change in community financial institutions.
Challenges Beyond Tech Acquisition
- Financial institutions often struggle to utilize great technology effectively, causing under-optimized customer benefits.
- Implementation and clear value delivery to consumers are major challenges beyond technology acquisition.