Banking Transformed with Jim Marous

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.

Dominic Venturo, Senior Vice President and Chief Digital Officer at U.S. Bank, is pioneering a digital transformation that prioritizes resilience in banking. He discusses how modern banking must overcome legacy challenges while embracing agility for innovation. The conversation dives into the integration of generative AI for efficiency and the importance of data-informed product development. Venturo emphasizes enhancing customer experiences through automation, showcasing how U.S. Bank is steering the future of finance with a proactive approach to risk management.

Tara Lacey, Regional Vice President of Customer Success at Backbase, dives into the crucial gap between technology and its practical application in banking. She discusses the importance of not just innovative solutions but their effective deployment to create real business value. Tara highlights the need for stakeholder alignment during implementation and the significance of measuring success through customer satisfaction and operational efficiency. Plus, she emphasizes the role of culture and communication in facilitating smooth digital transformations.

Lindsey Johnson, President and CEO of the Consumer Bankers Association, shares her insights on the banking industry's adaptation to shifting political landscapes. She discusses how banks can effectively navigate new regulatory challenges while prioritizing consumer needs. Johnson highlights the balance between technology and traditional banking, emphasizing fairness in competition with fintechs. She also delves into the post-pandemic lending environment and the critical role of data analytics in driving industry resilience amidst these evolving challenges.

Since 2020, financial institutions have faced a perfect storm – rising funding costs, increased delinquencies, and now, a dramatic surge in sophisticated fraud attacks. We're joined on the Banking Transformed podcast by two experts from TransUnion who are at the forefront of understanding and combating these threats: Joshua Turnbull, VP of Card and Banking Strategy, and Craig LaChapelle, VP of Market Development. They'll share insights on why fraud losses are becoming more painful in today's high-cost environment, how fraudsters have adapted their strategies post-pandemic, and most importantly, how financial institutions can build resilience against these evolving threats. Whether you're concerned about the 37% increase in synthetic identities, the fact that 30% of online applications now come from bots, or the alarming spike in early default rates, this conversation will equip you with the knowledge and strategies needed to protect your institution and customers. This episode is sponsored by TransUnion. As part of a global information and insights company, the TransUnion Card and Banking business supports over 5,000 financial institutions in the US — from the largest card issuers and retail banks to community-based institutions and technology-driven card issuers. TransUnion has a world class identity spine – spanning consumer identity and behavior, email, device and calling data – that is recognized as a leader by analysts and trusted by the largest banks to enable their fraud strategies. https://www.transunion.com/extracreditpod?atvy=%7B%22264995%22%3A%22Experience+B%22%7D

In an industry where customer trust is paramount, financial institutions like Ally are navigating the delicate balance between rapid innovation and robust security. As part of the Executive Leadership Series, sponsored by Naehas and recorded live at the Financial Brand Forum, we'll explore how Ally has leveraged generative AI to streamline operations, foster innovation, and enhance customer experiences while maintaining the trust fundamental to banking relationships. I'm thrilled to be joined by Sathish Muthukrishnan, Chief Information, Data, and Digital Officer at Ally Bank, one of America's leading digital financial services companies. Sathish will examine broader industry trends and provide a forward-looking discussion of Agentic AI's potential to revolutionize banking relationships, including the ethical considerations involved. This episode is sponsored by Naehas. Naehas provides financial institutions with a centralized platform to efficiently manage product creation, pricing strategies, compliance, and disclosures. By automating complex processes and integrating advanced governance tools, Naehas significantly reduces operational risk and accelerates execution. Trusted by 6 of the 10 largest U.S. banks, our solution supports top-tier institutions in delivering precise, compliant offers with speed and accuracy. https://www.naehas.com/?utm_source=financialbrand&utm_medium=referral&utm_campaign=Banking_Transformed_podcast

The banking industry faces unprecedented pressure to shift from reactive service models to proactive engagement strategies. However, many institutions are still hindered by fragmented customer data, disconnected channels, and limited AI capabilities. Banking's future belongs to institutions that can harness unified data, artificial intelligence, and seamless experiences to predict and fulfill customer needs before they're articulated.I’m joined on the Banking Transformed podcast by Tim Rutten, Chief Marketing Officer at Backbase, to discuss how financial institutions can unlock their growth potential in an increasingly competitive and rapidly evolving market. We discuss how leading banks break down traditional barriers between products, channels, and business units to create cohesive customer journeys that build deeper relationships and unlock new revenue streams.Tim also provides actionable insights on prioritizing high-impact use cases that can be put into action today.

In less than two years, Jenius Bank has surpassed $2 billion in deposits and loans, and recently launched a next-generation mobile and online banking platform that promises to transform how customers understand and manage their finances. The focus has been on leveraging technology to deliver personalized insights, eliminating fees, and helping customers live what they call "richer lives."I’m excited to welcome back John Rosenfeld, President of Jenius Bank, the digital banking division of SMBC MANUBANK to the Banking Transformed podcast.John discusses how digital banking must evolve beyond convenient transactions to become a financial partner that provides actionable insights for customers. By focusing on financial wellness, data optimization, and the mind-money connection, Jenius Bank creating differentiation in a highly competitive digital banking landscape.

In this discussion, Lee Wetherington, Senior Director of Corporate Strategy at Jack Henry™ & Associates, dives into the challenges faced by financial institutions in leveraging customer data amidst legacy systems and silos. He highlights how AI and machine learning present both opportunities and hurdles for banks aiming to enhance personalized customer experiences. The talk also covers the urgent need for cohesive data strategies to compete with fintech, address customer attrition, and revolutionize services for small businesses, all while navigating a complex regulatory landscape.

In a world saturated with digital noise, where customer loyalty is increasingly rare, how can traditional banks not just survive, but thrive?I’m joined on the Banking Transformed podcast by Kartik Ramakrishnan, CEO of Financial Services at Capgemini, to discuss the eye-opening findings from their just-released 2025 World Retail Banking Report.This report reveals some concerning trends, including the a vast majority of customers are indifferent or outright dissatisfied with their current banking experiences. Meanwhile, banking executives are struggling to convert prospects into customers, with significant gaps between what consumers want and what banks are delivering.But within these challenges lie extraordinary opportunities for transformation.We explore how leading financial institutions are using the customer-centric "flywheel growth model" to attract, engage, and delight digital-first customers in an increasingly competitive landscape.