Banking Transformed with Jim Marous

In this episode of Banking Transformed, John Stuckey from FIS shares insights on the evolving landscape of digital business banking and the strategies financial institutions need to adopt for future growth. The discussion examines how market needs have evolved for business banking clients, the effect of Customer 360 perspectives, the increasing influence of open banking on business financial relationships, and the ways AI is transforming competitive dynamics. John also delves into the competitive dynamics between fintechs and traditional banks, and how banks must evolve their digital solutions to meet changing market demands.

Silent attrition may be the biggest threat most banks aren’t talking about — and the stakes are rising fast. The 2025 Generational Trends in Digital Banking study reveals that only 56% of digital banking consumers expect to maintain their current relationship over the next year, while the rest are quietly drifting toward stagnation or disengagement. This continuous erosion of loyalty comes just as the U.S. faces one of the largest intergenerational wealth transfers in history. Thirty-seven percent of Americans expect an inheritance in the next two decades, but if banks can’t hold on to younger, digital-first customers now, those assets — and the loyalty — will walk out the door. Joining me today on the Banking Transformed podcast are two powerhouse experts – Jason Dorsey, President of The Center for Generational Kinetics, and Allison Cerra, Chief Marketing Officer at Alkami Technologies. They will unpack the findings from the 2025 Generational Trends in Digital Banking Study and share what banks must do now to stop the quiet exodus before it’s too late. Remember, silent attrition doesn’t announce itself — it’s a quiet leak of loyalty, share of wallet, and future opportunity that can be devastating if ignored. This Episode of Banking Transformed is Sponsored by Alkami Alkami Technology, Inc. is a leading cloud-based digital banking solutions provider for financial institutions in the United States that enables clients to grow confidently, adapt quickly, and build thriving digital communities. Alkami helps clients transform through retail and business banking, digital account opening, payment security, and data analytics and marketing solutions. To learn more, visit www.alkami.com.

As I visit different cities and countries, I find that every financial institution is racing to claim they are “data-driven,” yet, as I dig deeper, I find that few are truly turning data into meaningful action. From personalizing member experiences to unlocking operational efficiency, the ability to transform data into insight — and insight into impact — has become a strategic imperative. Yet the journey from collecting data to scaling it across an organization is filled with cultural, technological, and ethical challenges. On today’s episode of Banking Transformed, I’m joined by Jeremiah Lotz, Senior Vice President of Data and Experience Design at Velera. We’ll explore what it takes to build not just a data strategy, but a data culture — one that fosters literacy, curiosity, and trust. We’ll also discuss how financial institutions can identify when they’re ready to scale, the role of AI and governance in driving value, and the new frontiers of data use in an increasingly competitive marketplace.

Every customer conversation – whether in a branch, online, or through a call center – holds the potential to either deepen loyalty or increase attrition. Yet too often, those interactions create frustration, higher costs, and lower satisfaction scores. Today’s competitive advantage isn’t just having data. It’s knowing how to transform conversations into measurable business value. From lowering cost-to-serve to boosting Net Promoter Scores, the opportunity is clear: banks that successfully harness AI and conversation intelligence are realizing game-changing ROI, while others remain stuck in pilot projects. In this episode of Banking Transformed, I’m joined by Caleb Johnson, VP at TTEC Digital, and Chris Dolan from Cisco. Together, we’ll explore how financial institutions can build the infrastructure, insights, and strategies to orchestrate seamless customer journeys and turn everyday conversations into bottom-line results. If you’re looking for practical ways to move past AI hype and drive measurable CX transformation, this conversation is for you. This episode of Banking Transformed is sponsored by TTEC Digital TTEC Digital’s AI Vision Workshop empowers CX and Operations leaders to unlock real business value from AI. Together, we’ll define your CX and operational goals, identify challenges, and build a tailored roadmap for AI pilot projects. Powered by Cisco Webex AI and deep CX expertise, we help you move from curiosity to confidence—and deliver results. CIS: TTEC Digital + Cisco BFSI Campaign - AI Vision Workshop

Fintech disruptors like Chime, Revolut, Venmo and the Cash App have shaken up the banking world by positioning themselves against traditional banking's pain points, yet most established banks continue to compete on incremental improvements rather than bold differentiation. Consumers are drowning in nearly indistinguishable offers, a reality my guest on Banking Transformed, Laura Ries, calls out in her newest book, "The Strategic Enemy: How to Build and Position a Brand Worth Fighting For". Her antidote is intentionally counterintuitive: stop trying to be “better,” and instead become unmistakably different by defining, and then defeating, a single, visible foe. Ries argues that when brands rally around an “enemy,” and reinforce the fight with a memorable “visual hammer,” they earn a permanent slot in the customer’s mind. Our conversation explores how enemy-based positioning and vivid visual symbols can help banks escape commoditization, revitalize trust, and signal a bolder future.

Thailand's banking sector is experiencing a remarkable evolution, driven by regulatory innovation, mobile-first consumer behavior, and some of the world's most stringent operational requirements. Leading this transformation at one of the region's most influential financial institutions is our guest today. Ian Gillard serves as Senior Executive Vice President at Bangkok Bank, where he oversees digitalization, mobile banking, blockchain initiatives, cloud strategy, and analytics. Today, we'll explore how Bangkok Bank is navigating Thailand's unique regulatory landscape, the bank's strategy for dominating both domestic and international markets, and Ian's vision for the future of digital engagement in a region where 97% of banking transactions happen on mobile devices. From virtual banking initiatives to AI-driven customer experiences, we'll uncover the innovations that are positioning Bangkok Bank at the forefront of ASEAN's financial transformation. Welcome to Shaping Banking’s Next – podcast episodes hosted by Jim Marous and brought to you by Infosys Finacle and Qorus Global. These compelling episodes are inspired by the ‘Innovation in Retail Banking’ research, a report that has been tracking innovation trends, investment priorities, emerging business models, and real-world case studies for over 15 years. In these episodes, visionaries, changemakers, and digital pioneers from the world’s leading banks will share how they’re driving innovation, transforming the banking value chain, and reimagining the future of banking. Join them as they explore bold strategies, innovative business models and next-gen technologies shaping the industry today and defining what’s next.

For tech firms serving banks, survival isn’t guaranteed. It takes more than a great product or engineering talent to stay ahead. It requires relentless innovation, the ability to scale without losing agility, a deep understanding of financial institutions' pain points, and above all, visionary leadership that adapts to change rather than fears it. On this episode of Banking Transformed, we welcome Ana Inés Echavarren, the dynamic CEO of Infocorp, a company that has not only survived but thrived in this volatile environment. But her story isn’t just about corporate growth — it’s a story of personal reinvention. From her roots in engineering to becoming one of the few female tech CEOs in Latin America, Ana’s journey is marked by lessons in courage, adaptability, emotional intelligence, and the transformative power of mentorship. A vocal advocate for women in tech and leadership, Ana challenges old paradigms and champions diversity as a competitive advantage. This conversation serves as a roadmap for what it truly takes to build a resilient, purpose-driven, and future-ready organization.

Every week, we hear another story: A major bank's mobile app crashes during peak hours with no vendor support in sight. A credit union's core system update goes sideways, leaving customers locked out for days. A regional bank discovers that their "24/7 support" actually means "leave a voicemail and we'll get back to you Tuesday." Here's the brutal truth most banking executives learn too late: You're not just buying a solution – you're buying a relationship that could either supercharge your institution or slowly strangle it. While your procurement team obsesses over features and price tags, the real question that will determine your success or failure is this: When everything goes wrong at 2 AM on a Friday, who's actually going to answer the phone? I'm joined on the Banking Transformed podcast by Jennifer Gibson, VP of Sales for Primax, who has a front-row seat to both sides of this equation. Jennifer is here to reveal the hidden warning signs that separate true partners from mere sales pitches, the questions banks should be asking but rarely do, and why the most expensive mistake you can make is choosing the cheapest vendor. This episode of Banking Transformed is sponsored by Primax Primax provides community banks with an expansive array of value-added services and customizable solutions to help profitably grow their portfolios and deliver an unparalleled experience to cardholders. With a longstanding commitment to service excellence, Primax has been designing and providing support services for payment card programs for financial institutions throughout the U.S. and the Caribbean for over 40 years. Visit www.primax.us/ for more information

The convergence of artificial intelligence, real-time payment rails, open banking, and embedded finance is creating both unprecedented opportunities for innovation and significant competitive pressures. Banks must navigate the delicate balance between embracing cutting-edge technologies, such as generative AI, and maintaining the trust and security that customers demand. In this episode of the Banking Transformed podcast, we delve into the rapidly evolving payments ecosystem with Rich Clow, Head of Innovation and Strategy at Global Payment Solutions, Bank of America. With over 25 years of experience spanning from the early days of branchless banking to today's AI-powered financial services, Rich provides unique insights into the transformative trends reshaping how we think about money, payments, and banking relationships. Join us as we explore these critical trends with one of the industry's most experienced innovators, who has been at the forefront of digital payments evolution for over two decades.

Carson Kotnyek, VP and Head of Loyalty and Ecosystems at Zafin, discusses the vital evolution of banking loyalty in the digital age. He emphasizes how customers now demand personalized experiences rather than just traditional rewards. Kotnyek highlights the challenges traditional banks face with outdated systems while showcasing the need for integration of technology and real-time engagement. He also touches on the importance of understanding customer lifestyles and using personalized strategies to transform banking customers into passionate advocates.