Banking Transformed with Jim Marous High-Tech, Low-Touch Failure: How Banks Can Fix the Experience Gap
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Jan 6, 2026 Siya Vansia, Chief Brand and Innovation Officer at ConnectOne Bank, and Suzan Chaffin, EVP of Solutions at LoanPro, tackle the crucial gap between banks' promises and customer experiences. They highlight the importance of genuine innovation and the dangers of retrofitting new technology to outdated processes. The conversation dives into building internal advocates for transformation, the balance of digital and high-touch services, and the need for banks to define clear goals with technology partners to drive meaningful change in the financial landscape.
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Founded From Frustration, Focused On Clients
- ConnectOne was founded in 2005 by a non-banker frustrated with poor banking experiences and grew with a client-centric culture.
- That origin shaped how Siya Vansia builds technology and service, driving rapid growth to 60+ locations and $14B in assets.
Define Success Upfront With Partners
- Define success and alignment with partners up front to avoid costly rework.
- Measure twice, cut once: clear outcomes reduce project friction and delays.
North Star, Speed, And Continuous Learning
- Continuous learning, speed, and a clear North Star are critical to effective innovation, like SpaceX.
- Retrofitting new tech onto old processes fails unless you reimagine the process end-to-end.