Breaking Banks

In this discussion, Catherine Lynch, the Head of Digital Experience at Citizens Bank, shares her extensive banking background and insights into human-centered design. She pinpoints the three core customer needs: seeing, moving, and protecting money, highlighting how cognitive overload shapes customer expectations. Catherine discusses innovative strategies like partnerships with fintechs and the importance of observational research from their innovation lab. She emphasizes the power of empathy and rapid prototyping to streamline banking experiences in a complex environment.

In This Episode Dr. Antoine Khadige, Senior Partner at Strategy+ GCC, and Mohamed AlSabea, Chief of Staff and Chief Strategy Officer at barq, join host Brett King for a special episode, live from The Money Pot studio at Money20/20 Middle East in Riyadh, Saudi Arabia. Together, they share insights on the Gulf’s fintech transformation and on Riyadh’s growing reputation as the gateway to one of the world’s fastest-moving financial markets, where global players and regional decision-makers come together to build what’s next. It’s an interesting discussion as the trio unpack Saudi Arabia’s dynamic fintech ecosystem and share the success story that is barq. Barq is the fastest growing private wallet / digital bank in the world with 8M users in just 1 year. They share insights on barq’s success, some of its secret sauce and plans for the future. Regulation, digital infrastructure, youthful demographics and public trust have made the GCC a fertile ground for next-generation finance. From embedded finance and AI-driven personalization to the region’s broader Vision 2030 transformation, this conversation captures the determination and optimism fueling Saudi Arabia’s emergence as a global fintech powerhouse. Is the Gulf the “new Europe” for fintech innovation? With determination and bold leadership driving transformation, the region’s financial future is only beginning.

Join banking leader Jim Marous as he sheds light on the crumbling branch model in the U.S. Marous discusses the staggering decline in physical branches since 2008 and reveals how digital transformation is reshaping customer expectations. He contrasts the approaches of big banks versus smaller institutions and explores why some still cling to traditional branches. The chat also dives into emerging technologies like agentic AI and the critical need for banks to adopt digital-first strategies to stay relevant in a rapidly evolving landscape.

In This Episode This week onBreaking Banks, we spotlight the newest member of the Provoke.fm family, Bankers’ Bookshelf, hosted by Paolo Sironi. This episode features Paolo’s interview with Sangeet Paul Choudary, author of the new book, Reshuffle: Who Wins When AI Restacks the Knowledge Economy. Paolo and Sangeet discuss how AI is set to transform the global economy and company operations by redistributing power among key players. Sangeet explores four key tensions driving this transformation: tensions between workers and their software tools; tool providers and the organizations that use them; businesses consolidating power and the industries they disrupt; and empowered individuals and established incumbents. Drawing on compelling examples, historical parallels, and innovative perspectives, this conversation uncovers the opportunities and challenges AI presents—and reveals who stands to succeed or struggle when AI restacks the deck. Don’t get left behind! Listen now!

In This Episode Gyrating securities prices, perplexing consumer confidence numbers, multiple revisions of jobs numbers, varying interest rate forecasts- that’s VUCA: Volatility, Uncertainty, Complexity, and Ambiguity. Tim Mahedy is Founder and Chief Economist at Access Macro and serves as the Chief Economist at Alloy Labs, and his perspective, shaped by time at the IMF, as the Chief of Staff at the San Francisco Federal Reserve, and by advising leaders globally, comes at a critical moment. He joins host JP Nicols to reveal why the old banking playbooks are dead, how the “VUCA Bazooka” is reshaping the landscape not just now, but for the foreseeable future, and what bold leaders must do now to turn chaos into their biggest competitive advantage. If you don’t want to be left behind, this is your wake-up call, and your blueprint to winning in 2026 and beyond. JP Nicols and Tim Mahedy will be giving an executive briefing on their findings and recommendations on October 2nd. Learn more and register at AlloyLabs.com/events

In This Episode This week on Breaking Banks, we feature a fascinating and thought-provoking episode from our sister podcast, The Futurists, where Brett King welcomes celebrated experimental astrophysicist Professor Brian Cox. Professor Cox, an English physicist and musician, is widely recognized for presenting science programs such as BBC Radio 4’s The Infinite Monkey Cage and the Wonders of... series. He is also the author of two popular science books: Why Does E=mc²? (And Why Should We Care?) and The Quantum Universe. He’s selected to deliver the keynote address at The Futurists X Summit in Dubai on September 22nd. In this episode, Professor Cox dives into how our understanding of black holes and quantum information theory could change our fundamental understanding of the universe, ushering in a new era of scientific advancement. Professor Brian Cox is one of the most articulate scientists in the world today. This interview underscores that, in an era where science faces ongoing challenges from political forces and media, our future lies in embracing knowledge and applied intelligence. Are we at the event horizon of something new and extraordinary?

Efi Pylarinou, a global fintech influencer and co-author of Branch Tomorrow, shares her insights on the evolving banking landscape in Europe. She discusses the impact of COVID-19 on digital adoption and the challenges faced by traditional banks as they transition to digital models like Revolut. Efi dives into the social implications of branch closures, emphasizing the importance of trust in digital services. They also explore the future of cashlessness, the role of AI in banking, and how shared spaces could serve as a solution for maintaining banking accessibility.

Richard Turrin, a fintech innovation expert and author of 'Cashless: China’s Digital Currency', shares insights into China's rapid digital transformation in banking. He discusses the monumental changes driven by platforms like WeChat and Alipay. Meanwhile, Paolo Sironi, Global Research Leader at IBM, highlights how European banks are navigating branch transformation by blending digital and physical services. The conversation covers trends in consumer preferences and the future of banking amidst the rise of cashless economies.

In This Episode This week on Breaking Banks we’re excited to introduce Brett King’s latest book, Branch Tomorrow. This new book re-examines our understanding of bank branches, banking culture, and the future of financial services across the globe, from the US to India, China and Latin America. In a special Breaking Banks series, Brett interviews contributing authors Bruno Diniz, Efi Pylarinou, Jim Marous, Paolo Sironi, and Richard Turrin to deliver a multi-perspective global look at banking. Each author brings specialties in different markets; all analyzing changes and data from the past decade to what’s been happening with branch banking and providing insights into the ongoing transformation in finance. In this conversation, Brett speaks with Bruno Diniz, Financial Innovation Expert, Bestselling Author, Speaker and Professor specializing in fostering financial innovation in Latin America. They delve into the evolution of banking in Brazil and LATAM, particularly the decline of traditional bank branches and the rise of digital banks like Nubank with its rapid growth in Latin America (123 million+ customers). They also explore the impact of regulatory changes, the economics of digital banking, and the role of innovative payment systems like PIX while discussing the challenges traditional banks face in adapting to this rapidly changing financial landscape. We encourage you to listen now and stay tuned for more in this series!  Branch Tomorrow, releasing in September, is a must-read for bankers, regulators, fintech innovators, and future-focused leaders eager to thrive in the digital transformation of finance. The future of banking is here! 

In This Episode In this episode, Breaking Banks delves into the evolving landscape of financial health standards, exploring how the Financial Health Network is pioneering a new set of standards aimed at designing financial products that prioritize consumer well-being. These standards, set to transform financial services by focusing on customer-centric outcomes, start with a focus on checking accounts and credit cards. encouraging people to spend well, and will be part of a library of standards around how financial institutions and fintechs can design financial products and services with the user’s financial health outcome in mind. A practical blueprint for building financial products with integrated financial health solutions. Listen as Jason Henrichs and Brett King catch up with frequent guest Jennifer Tescher, President and CEO of the Financial Health Network and host of the EMERGE Everywhere podcast to discuss these new finhealth standards launched at the recent EMERGE conference. The trio explore: Creating a financially inclusive global economy: challenges and opportunities How financial industry standards shape consumer outcomes and institutional practices Improving financial decision-making through standards and outcome-focused frameworks Managing personal finances effectively with standardized financial practices Understanding moral hazard in financial services and regulation The impact of incentives and leadership priorities on financial system trust and performance Do consumers trust artificial intelligence more than traditional financial institutions? Small changes can drive big impact and improve financial decisions, management and ultimately financial lives. There is a lot that financial institutions and fintechs can do right now and make a difference, but there’s also a lot to get right — tune in now!