Banking Reinvented

Episode 89 of Banking Reinvented explores how building societies are modernizing while preserving the personal touch that defines mutual banking.Host Tim Rutten sits down with Susanne Parry, Chief Operating Officer at Cumberland Building Society (The Cumberland), to discuss how mutuals can deliver digital-first experiences without losing the human connection that makes them different. Together, they explore the unique challenges building societies face in transformation, how to design digital journeys that feel personal, and why financial wellness could become the defining differentiator for mutuals competing against larger commercial banks.Tune in to hear how The Cumberland is reimagining member journeys, empowering colleagues with data and digital tools, and proving that modernization doesn't have to mean losing what makes mutuals special.–Curious to find out more about customer-centric banking? Step into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast (00:30) – Introduction to Susanne Parry (02:45) – The Cumberland's transformation journey (08:20) – Building relationships in a digital world (15:40) – Designing digital experiences that feel human (22:10) – Preserving emotional connection in an automated world (28:35) – Journey orchestration: the "human + digital" model (34:50) – Reimagining key member journeys (41:15) – Blending technology with empathy at scale (47:30) – Empowering teams through data and digital tools (53:45) – Personalizing interactions across channels (59:20) – Financial wellness as a mutual differentiator (1:05:40) – The evolving role of building societies (1:11:25) – Key takeaways and final thoughts (1:14:00) – Episode wrap-up

Dean Indot, Director of the Private Client Group at Western Alliance Bank, shares insights from his 20 years in banking and wealth management. He discusses the transformative role of AI in client onboarding, emphasizing a blend of technology and personal relationships. Dean highlights the importance of unifying retail banking and wealth management and the influence of creator-led financial education on client expectations. He also tackles the unique demands of younger clients amidst the upcoming wealth transfer and predicts a growing need for dedicated relationship managers.

In this conversation, RJ de la Cruz and Levy Mariñas from BDO Unibank delve into the exciting world of 'phygital' banking. RJ, who leads digital applications, and Levy, head of platform strategy, share insights on BDO's impressive digital transformation journey. They discuss tripling digital wallet usage and the push for financial inclusion, especially for underserved populations. The duo also highlights how AI is set to enhance customer experiences while tackling fraud, showing how technology is reshaping the financial landscape in the Philippines.

Episode 86 of Banking Reinvented explores how wealth management is evolving from an exclusive service for the ultra-wealthy into an accessible, personalized experience for broader client segments.Host Tim Rutten sits down with Mindaugas Vaičiulis, Head of Technology and Senior Vice President at Danske Bank, where he leads the Wealth Planning & Investments Tribe. Together, they discuss how digital innovation is democratizing wealth management, what a truly seamless hybrid model looks like when digital and human advisory work as one continuous experience, and how banks can deliver hyper-personalization at scale without losing the trust and empathy that define great advisory relationships.Tune in to hear how technology is reshaping the advisory value proposition and what it takes to make high-quality investment guidance accessible across all client segments.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Mindaugas Vaičiulis-> Danske BankStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast (00:26) – Introduction to Mindaugas and Danske Bank(04:00) – Democratizing wealth management(07:56) – Differentiating across channels(10:32) – Human vs. digital experiences(14:06) – The role of AI in wealth management(19:16) – Bringing the “segment of one” to life(25:43) – The optimistic and pessimistic views on AI(31:36) – Owning the client experience(33:52) – Episode wrap-up

Episode 85 of Banking Reinvented marks a milestone, our first Africa Spotlight conversation hosted by Amjad Ramahi. In this episode, we explore how AI is reshaping financial services across the continent and why Africa is uniquely positioned to lead this next wave of innovation.Amjad sits down with George Njuguna, Founder of GNK Consulting and former CIO of Safaricom, to discuss the continent’s readiness for AI. With over 24 years in banking and fintech across sub-Saharan Africa, George brings a powerful perspective on how AI can drive intelligent financial inclusion, simplify complex information across diverse languages, and unlock opportunities for millions who remain excluded from traditional banking.Together, they explore Africa's leapfrogging advantage from mobile money to modern AI-driven banking, the practical use cases already delivering value, and why education is Africa's greatest accelerator. George calls for early AI literacy, local model development, and leadership grounded in curiosity and collaboration.Tune in to hear why Africa's hunger for innovation, young population, and mobile-first foundation make it uniquely positioned to shape the future of AI-enabled banking.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Amjad Ramahi-> George Njuguna-> Jouk PleiterStep into the future of finance -> Check out our content hubTimestamps(00:00) Welcome and introduction to George Njuguna(01:12) Why Africa will not miss the intelligence revolution(02:57) How AI fits into Africa’s innovation journey(03:43) AI as an enabler of inclusion and access(05:23) Breaking language and literacy barriers(06:40) Building Africa’s talent pipeline through education(09:59) Technology, culture, and preserving African heritage(12:04) Real AI use cases in African banking(15:11) Governance, cybersecurity, and building AI guardrails(18:12) Collaboration, policy, and leadership in the AI era(21:18) Curiosity as a key leadership mindset(23:31) Lessons from the Jacquard loom and embracing innovation(27:04) Africa’s opportunities in the next wave of transformation(29:35) Rethinking SME credit and powering local value creation(32:17) How M-Pesa shaped Africa’s financial landscape(41:19) Final advice for banking CEOs

Delfin "Doc Jay" Sabido, Chief Innovation & Transformation Officer at China Bank, brings over 25 years of experience in driving digital transformation. He shares insights on how banks in Asia are responding to the digital revolution spurred by e-wallets and shifting consumer habits. Doc Jay discusses leveraging AI for operational efficiency and the importance of ecosystem partnerships in combating fraud. He emphasizes the need for tailored approaches in transformation, predicting significant advances in digital payments and AI adoption across the region.

Episode 83 of Banking Reinvented explores the evolution of commercial banking through the lens of payments innovation and AI transformation.Host Tim Rutten sits down with Ad van der Poel, Chief Commercial Officer at HSBC Innovation Banking in the U.K., to discuss how commercial banking is being reshaped by emerging technology, shifting client expectations, and new competitive dynamics. With 25+ years in payments and treasury, Ad shares his vision for what meaningful innovation looks like and where banks need to move faster.Together, they explore the convergence of AI and payments, the rise of embedded finance, and why commercial banking transformation isn't just about technology: it's about relationships, speed, and delivering real business outcomes for high-growth innovators.Tune in to hear a candid conversation about where AI will drive the most impact, what's blocking faster adoption, and how commercial banks can compete in a world where fintech and Big Tech are raising the bar.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Tim Rutten-> Ad van der Poel-> HSBC Innovation BankingStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast (00:32) – Introducing Ad van der Poel (02:15) – Ad's 25+ year journey in payments and commercial banking (06:40) – What meaningful innovation in commercial banking looks like (11:20) – The commercial banking landscape: next 3-5 years (16:45) – How client expectations are shifting - and fast (21:30) – Competition from fintechs and Big Tech in commercial banking (27:10) – Where AI will have the biggest near-term impact (32:50) – Treasury, payments, and risk: AI use cases in action (38:20) – The role of relationship management in an AI-powered world (43:15) – Key enablers for AI adoption in commercial banking (49:00) – What's blocking faster AI implementation (54:30) – The importance of data architecture and unified platforms (59:45) – Building vs. buying: the platform decision (1:04:20) – Key takeaways and final thoughts (1:07:10) – Episode wrap-up

Episode 82 of Banking Reinvented dives into the evolving world of embedded finance and how it’s reshaping the banking landscape for both financial institutions and end-customers.In this episode, host Tim Rutten sits down with Michał Kurowski, Director of Strategy& Poland (Part of PwC Poland). Together, Tim and Michał unravel what embedded finance really means and how banks can integrate products like payments, loans, and insurance seamlessly into the digital experiences consumers use every day. They also discuss the roles that banks, tech companies, and other players occupy in these emerging ecosystems, as well as the opportunities and challenges they present.Listen now to learn more about embedded finance, including promising use cases, transformational priorities, and how traditional banks can position themselves for success.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Michał Kurowski-> Strategy&-> PwC PolskaStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:24) – Introduction to Michał(01:40) – Recent developments in embedded finance(03:33) – The evolution of embedded finance(06:31) – AI’s role in embedded finance(09:12) – Leveraging embedded finance partnerships(16:46) – Promising use cases(21:51) – Foundational capabilities for embedded finance(29:09) – Key takeaways(30:37) – Episode wrap-up

Episode 81 of Banking Reinvented dives into the forces reshaping how banks operate, compete, and deliver value in a digital-first world.Host Tim Rutten sits down with Panagiotis Kriaris, Director and Head of Business & Corporate Development at Unzer, to explore the fundamental shifts in banking business models. Together, they discuss the growing gap between customer expectations and what banks can actually deliver, the role of core modernization in closing that gap, and where AI is making the biggest impact right now.Tune in to hear how technology is driving real business transformation and what banks need to get right to compete in the next era of financial services.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Tim Rutten-> Panagiotis Kriaris-> UnzerStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast(00:30) – Introduction to Panagiotis Kriaris(02:15) – The fundamental shifts in banking business models(09:45) – The gap between customer expectations and bank capabilities(17:20) – Where core modernization fits in the transformation journey(24:50) – What banks need to get right during the transition(32:10) – AI's biggest impact areas in banking today(41:30) – Key takeaways and final words(43:45) – Episode wrap-up

Episode 80 of Banking Reinvented explores the evolution of AI in banking and capital markets, from the early days of deterministic models to the dawn of agentic AI and beyond.Host Tim Rutten is joined by Sam Ahmed, Managing Director, APAC, at Swarm Dynamics and Founding Partner of Deriv Asia X. Together, they unpack how AI has transformed from simple analytics to complex, autonomous systems that revolutionize how banks detect risk, optimize operations, and understand human behavior. From governance to guardrails, this episode challenges leaders to consider not just how AI can accelerate banking transformation, but how it can do so responsibly.Tune for a candid, thought-provoking exploration of what equitable AI could mean for the future of finance.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Sam Ahmed-> Swarm DynamicsStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:24) – Introduction to Sam(02:17) – The evolution of AI in banking(10:22) – Upskilling for AI(18:17) – Error rates of humans vs. AI(19:23) – The risks of AI monopolization and job replacement(27:48) – The role of AI regulators(30:23) – Applying AI to executive decision-making and beyond(44:34) – Key takeaways(46:43) – Final thoughts from Sam on AI risk(50:22) – Episode wrap-up