Welcome to the Tearsheet Podcast. I’m Tearsheet’s editor in chief, Zack Miller. In this podcast, I welcome Jonathan Valenti, a principal with Deloitte Consulting, who leads an offering at Deloitte called Customer, Experience, and Marketing Strategy, particularly in the context of financial services. Jon shares insights on evolving customer expectations, the importance of personalization, and the influence of experiences from other industries on financial services. We discuss the role of technology in meeting customer demands, including faster onboarding and the development of budgeting tools.  Jon also highlights the growing emphasis on equity and inclusion in financial services, addressing how institutions are striving to represent diversity in leadership and design more accessible services. We conclude with a discussion on recent market events and the impact on customer strategies, including the need for diversification and partnerships within the industry. This is part of a four part series we’re doing with Deloitte’s financial services leadership on the trends shaping our industry today and out into the future. Here’s my conversation with Jonathan Valenti.