Banking Reinvented

In the second episode of our commercial banking takeover, Jennifer Wilson, former Chief Digital Officer at Western Alliance Bank, shares how commercial banking teams can use UX and digital strategy to drive measurable acquisition and retention. Guest host Alex Jimenez guides a conversation on design thinking, reducing friction, and what real transformation looks like when banks focus on customer needs instead of internal assumptions.Explore more stories of digital leadership and strategy in commercial banking. Visit our content hub for blogs, episodes, and exclusive resources.–Follow us on LinkedIn:-> Backbase-> Alex Jimenez-> Jennifer Wilson-> DeepStructureTimestamps(00:00) – Welcome to the “Banking Reinvented” commercial banking takeover(00:54) – What commercial banks overlook when designing digital experiences(04:54) – Biggest friction in the commercial customer lifecycle(06:23) – The most broken part of the commercial banking journey(07:37) – The boldest digital transformation bets that pay off(10:16) – Getting risk teams involved from the start(12:43) – Using design thinking to shape products and services(14:54) – What real digital transformation looks like(16:58) – When digital strategy gets stuck in the middle(20:10) – Balancing innovation with risk management(22:18) – Using AI to personalize and bring humanity back to tech(27:46) – What’s next on the AI horizon for commercial banks(31:09) – The mindset shift to unlock growth mode(33:21) – Key takeaways(34:19) – Episode wrap-up

Episode 68 of Banking Reinvented explores the existential imperative that commercial banks face as they navigate the rise of embedded finance and the transformative power of AI.Host Tim Rutten is joined by Arun Ramamoorthy, Product Director - Head of Commercial Banking at Backbase. Together, they discuss how demographic shifts, fintech competition, and the evolving role of relationship managers are reshaping the commercial space, including practical steps banks must take to stay ahead of the competition.Tune in to hear why commercial banks must embrace embedded finance and AI-powered relationships, plus how forward-thinking financial institutions can turn these challenges into opportunities for growth, innovation, and long-term relevance. –Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Arun RamamoorthyStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented" podcast(00:48) – Introduction to Arun(02:19) – JPMorgan Chase’s fintech data announcement(04:50) – The urgency of commercial banking’s digital transformation(10:15) – Key hurdles for commercial banks(13:01) – The importance of embedded finance(16:10) – Transforming high-margin services(17:32) – Overcoming silos with AI(23:42) – Empowering relationship managers with AI(27:56) – Balancing digital transformation with AI transformation(32:25) – Key takeaways(34:28) – Episode wrap-up

In this first episode of our commercial banking takeover, JP Nicols of Alloy Labs joins guest host Alex Jimenez to explain how commercial banks can move beyond superficial innovation efforts and start delivering real business outcomes. Learn how frameworks like FIRE™, strategic partnerships, and cultural alignment can transform innovation into a true growth engine. Practical, proven, and no fluff.Curious how your institution can operationalize innovation? Dive deeper into transformation insights at our content hub featuring blogs, whitepapers, and more.–Follow us on LinkedIn:-> Backbase-> Alex Jimenez-> JP Nicols-> Alloy LabsTimestamps(00:00) – Welcome to the “Banking Reinvented” commercial banking takeover(01:01) – What mid-sized & community banks get wrong about innovation(01:54) – Irrelevance risk: the biggest threat to banks today(04:00) – Modernizing for the digital-first generation(06:27) – Recurring challenges for scaling commercial growth(07:56) – The FIRE™ process(09:45) – Strategic fintech partnerships as a growth enabler(14:28) – Falling short of innovation goals(18:29) – Shifting away from “innovation theater”(24:33) – Getting buy-in from the boardroom/leadership(26:56) – What does “growth mode” look like for commercial banks(32:26) – First areas to focus on in commercial banking modernization(34:54) – The mindset shift in commercial banking(40:12) – Expense reimbursement for employees(42:24) – Episode wrap-up

Episode 66 of Banking Reinvented shares the story of Société Générale de Banque au Liban (SGBL), a Lebanon-based bank that has been successfully navigating an unprecedented economic crisis through strategic digital transformation.Host Tim Rutten is joined by Sleiman Louis Marouii, Deputy General Manager at SGBL, for an in-depth discussion about how implementing a digital banking platform on top of an existing legacy core allowed SGBL to weather financial turbulence and remain relevant to its customers across the region.Tune in to hear more about adapting a customer-centric approach to banking, prioritizing financial inclusion for younger generations, and seizing the opportunity that AI presents.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Sleiman Louis Marouii-> SGBLStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(01:09) – Introduction to Sleiman and SGBL(04:30) – Navigating the financial crisis in Lebanon(09:53) – Modernizing a digital infrastructure(11:52) – Simultaneous core migration and digital transformation(14:43) – Implementing a platform on top of an existing legacy core(17:47) – Co-innovating on a digital banking platform(22:03) – Appealing to unbanked younger generations(24:24) – Competing against neobanks(27:08) – Dealing with complications and delays(31:15) – Future outlook for SGBL(32:42) – SGBL’s approach to AI adoption(35:15) – Key takeaways(36:47) – Final words and episode wrap-up

Recorded live at Backbase ENGAGE Americas, episode 65 of Banking Reinvented is a panel discussion that covers one of the most human questions in digital transformation: how do we scale innovation not just through technology, but through people?In this episode, moderator Robert Soetens is joined by some of North America’s banking leaders, including T.J. Steele (Eastern Bank), Christina Buono (National Bank of Canada), and Judith Henderson (WSECU). They discuss how real transformation is driven by having a growth mindset, not just tech modernization. Because — as they note — in the long run, having the right people in place can be just as important as investing in a digital banking platform.Tune in to hear how to create adaptive banking cultures that are curious, collaborative, and customer-obsessed.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> T.J. Steele-> Christina Buono-> Judith HendersonStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:46) – Introduction to topics and speakers(02:56) – Leadership tips for increasing agility and growth(05:19) – Measuring behavioral performance indicators(06:44) – Helping employees adapt to cultural changes(08:42) – Getting employees to buy in to change(11:04) – Being a manager vs. being a coach/mentor(16:22) – Working with those who are resistant to change(18:15) – Cross-departmental change and communication(24:43) – Key advice for leaders about mindset changes(30:03) – Questions from the audience(32:44) – Episode wrap-up

Episode 64 of Banking Reinvented analyzes the value of a unified banking suite, revealing how financial institutions can break free from siloed legacy systems and create truly customer-centric digital experiences, powered by AI.In this episode, host Tim Rutten is joined once again by Backbase Founder & CEO Jouk Pleiter to discuss how a single, integrated platform can transform sales, servicing, and customer engagement. From conversational banking to personalized financial coaching, this episode uncovers the strategic blueprint for banks looking to leapfrog their legacy systems and drive meaningful digital transformation.Tune in to hear why your bank should adopt a unified, AI-powered banking suite that breaks down silos to drive both operational efficiency and revenue growth.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim RuttenStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:33) – AI announcements from Google and OpenAI(05:19) – Reactions to Backbase’s AI-powered Banking Platform(07:33) – The AI zeitgeist in the banking industry(09:52) – The value of a unified banking suite(13:20) – Embracing AI with a unified banking suite(15:10) – Boosting efficiency alongside sales and servicing(22:08) – Key principles for getting started with adoption(25:16) – Key takeaways(26:38) – Why systems integrations are the “Achilles heel” of banking(28:29) – Episode wrap-up

Recorded live at Backbase ENGAGE Americas, episode 63 of Banking Reinvented features a panel discussion about the best ways to modernize without rewriting or replacing your entire tech stack.In this episode, moderator Jan Rempe is joined by some of the region’s top thought leaders: Justin Zeidman (Navy Federal Credit Union), Alicia Stone (KeyBank), Fred Fuller (Endava), and Andy Cease (Entrust). Together, the group discusses the power of progressive modernization, a series of smart, modular moves, rather than a massive, one-time overhaul.Tune in to hear how to modernize progressively using modular thinking, customer- and member-centric design, and a clear path to value.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Justin Zeidman-> Alicia Stone-> Fred Fuller-> Andy CeaseStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:53) – Topic overview and introduction to speakers(03:17) – Modernizing while maintaining the customer/member experience(10:20) – The current and future state of composable banking(12:37) – Structuring teams to achieve modular modernization(15:01) – Regulatory compliance and fraud(21:41) – Patterns in global modernization(25:01) – Unlocking growth and value, ROI capture(27:48) – Prioritizing ROI in treasury onboarding(32:55) – Key takeaways on modernization(36:44) – Questions from the audience(40:03) – Episode wrap-up

Episode 62 of Banking Reinvented explores the evolving role of technology in private wealth management and how institutions can strike the right balance between innovation, compliance, and human connection.Host Tim Rutten sits down with Stuart Cummins, Chief Executive of Nedbank Private Wealth International, to discuss how technology is reshaping the sector, not just as an enabler, but as a strategic pillar for growth. Together, they discuss how Nedbank is using AI and selective tech investments to streamline operations and empower advisors, which he calls creating "institutional elegance."Tune in to learn how Nedbank is navigating the intersection of digital transformation and human connection while staying grounded in the values of trust and integrity.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Stuart Cummins-> Nedbank Private Wealth InternationalStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:47) – Introduction to Stuart and Nedbank Private Wealth Intl.(02:50) – Overview of topics(04:50) – Tech in the wealth management space(07:45) – Overcoming hurdles and driving tech change(12:31) – Regulatory and compliance spend(15:11) – The increasing role of AI(21:02) – Boosting efficiency to be more competitive(25:19) – Microsoft’s sovereign European cloud(27:29) – Augmenting private bankers with cutting-edge technology(31:20) – Final words from Stuart(34:04) – Key takeaways(36:34) – Episode wrap-up

Recorded live at Backbase ENGAGE Americas, Episode 61 of Banking Reinvented is a panel discussion that deep-dives into mergers and acquisitions, which aren’t just accelerating — they’re becoming a defining feature of the modern financial landscape.In this episode, moderator Alex Jimenez is joined by an all-star panel of M&A experts, including Carla Higgins (CNB Bank), Sumeet Grover (UFCU), Osman Ulhaq (OneAZ Credit Union), and Nate Porter (West Monroe). Together, they discuss everything from recent trends to customer/member impact and ways to balance the promise of growth with the complexity of integration.Tune in to hear from the leaders who are making the M&A journey work, whether as buyers, sellers, or strategic partners helping to drive transformation at scale.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Carla Higgins-> Sumeet Grover-> Osman Ulhaq-> Nate PorterStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:49) – The current state of M&A in banking(03:57) – The increasing prevalence of M&A at credit unions(05:15) – Balancing desire for growth with complexity of integration(08:38) – Getting cultural buy-in from employees and leadership(14:04) – The difference between mergers at smaller and larger institutions(18:41) – Tailoring M&A playbooks to individual institutions(24:04) – Navigating pitfalls in M&A(27:41) – Using M&As as an opportunity to acquire better tech(30:32) – M&As for the purpose of reaching new segments(32:10) – Acquiring banks for the license(37:53) – Cleaning up your data during an M&A(40:11) – Aligning charters in the credit union space(43:21) – Episode wrap-up

In the second episode of this two-part series, host Tim Rutten and Abdullah Alwabel, Head of Digital Banking and Innovation at BSF, shift the discussion from ambition to execution.From prioritizing the right features to applying AI where it actually delivers value, Abdullah shares how leadership clarity and internal ownership helped turn strategy into results at BSF. For digital leaders navigating complexity, this episode offers a practical view into how banks can build high-performing cultures.Tune in to hear how strong leadership, smart trade-offs, and cultural alignment can shape transformation that lasts.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Abdullah Alwabel-> BSFStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:22) – Recap of part one and introduction to Abdullah(00:46) – Strategic prioritization and balancing trade-offs(03:46) – Platform decisions and feature focus(06:35) – BSF’s outside-in approach to AI(09:48) – AI in internal development and delivery(11:29) – Barriers to deeper AI adoption(18:01) – Leadership behaviors and internal ownership(19:45) – Episode wrap-up