Banking Transformed with Jim Marous Aligning Technology and Strategy for Banking Success
May 15, 2025
Fabio Biasella, Director of Strategic Services for EngageFI, delves into bridging the gap between technology investments and enhanced customer experiences. He highlights that only 7% of institutions have met their digital transformation goals and discusses how experience-led strategies can accelerate progress. The conversation touches on building customer-centric resilience and the evolving role of technology in banking, alongside the necessity for community institutions to prioritize meaningful customer engagement and strategic partnerships to remain competitive.
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Customer Experience Versus Investment Gap
- Customer experience remains the top priority in banking across all sizes despite lower investment in data and AI.
- Risk aversion drives focus toward fraud prevention, limiting innovation and deeper digital transformation.
Crystallize Strategy with North Stars
- Distill your strategy to a one-page poster to focus and lever the entire organization effectively.
- Align leadership on clear North Stars to guide business planning and organizational training.
Branch Expansion Mindset Shifting
- Many banks plan to expand branches despite rising costs and a digital-first world.
- An evolving mindset shifts from omni-channel supporting branches to branches supporting a digital strategy.