Banking Reinvented

Episode 29 of Banking Reinvented takes a closer look at how generative AI and agentic architectures are not just tools for efficiency but essential drivers for rethinking operations and enabling innovation in banking. Tim Rutten welcomes Kathleen Woodard, who leads Microsoft’s industry advisory team for banking in the Americas. They discuss AI’s role in streamlining workflows, improving operational models, and accelerating decision-making. The conversation highlights how banks can align leadership, talent, and technology to adopt AI responsibly while navigating regulatory constraints. Tune in to gain fresh perspectives on the transformative potential of AI and actionable insights to thrive in this pivotal era for banking. Curious to find out more about customer-centric banking? Follow us on LinkedIn: -> Backbase -> Jouk Pleiter  -> Tim Rutten  -> Kathleen Woodard Step into the future of finance -> Check out our content hub (00:00) - Welcome to the ‘Banking Reinvented’ podcast (00:38) - Introduction of Kathleen Woodard and her role at Microsoft (01:59) - Generative AI adoption trends and Bain report insights (05:03) - How agentic architectures transform banking workflows (08:58) - Microsoft’s internal use of AI and productivity improvements (10:16) - Challenges with AI adoption in banking (19:16) - Conversational AI and hyper-personalized customer experiences (24:43) - Risks of falling behind in the AI wave (35:00) - A top-down and bottom-up approach to deploying AI (33:40) - Leadership’s role in embracing AI and actionable advice (39:18) - Episode wrap-up

Episode 28 of Banking Reinvented shares 6 trends that will impact the banking landscape in 2025 — and beyond. In this episode, host Tim Rutten is once again joined by Backbase Founder and CEO, Jouk Pleiter. Together, they discuss the company’s top 6 predictions for banking in 2025, including everything from the rise of AI-driven recommendation engines to the global expansion of open finance and the expanded differentiation of servicing models. Tune in to uncover insights from our c-suite and beyond, explore impactful trends for the year to come, and get tips for strategizing your bank’s path in 2025. Curious to find out more about customer-centric banking? Follow us on LinkedIn: -> Backbase -> Jouk Pleiter  -> Tim Rutten  Step into the future of finance -> Check out our content hub (00:00) - Welcome to the Banking Reinvented podcast (01:33) - Prediction 1: The rise of AI-driven recommendation engines (04:55) - Prediction 2: The emergence of agentic AI (11:42) - Prediction 3: The global expansion of open finance (14:18) - Prediction 4: The arrival of industry IPaaS (19:41) - Prediction 5: The expanded differentiation of servicing models (23:12) - Prediction 6: The increasing momentum of neobank challengers (27:50) - Key takeaways

Episode 27 of Banking Reinvented explores how WSECU, a US-based credit union, is delivering more personalized member experiences by adopting a digital-plus approach. In this episode, host Tim Rutten sits down with Ryan Brooks, Chief Digital Officer at WSECU, to discuss how the credit union balances human and digital services to meet evolving member expectations – with the help of Backbase’s Engagement Banking Platform. They also examine the challenges of managing change, integrating AI, and fostering agile innovation within banks.  Tune in to learn how combining digital banking platforms with personalized human support and AI-driven insights can help credit unions create tailored, member-first experiences.  Curious to find out more about customer-centric banking? Follow us on LinkedIn: -> Backbase -> Tim Rutten  -> Ryan Brooks Step into the future of finance -> Check out our content hub (00:00) - Welcome to the ‘Banking Reinvented’ podcast (03:00) - HSBC’s move into point-of-sale financing  (06:19) - Changing member expectations  (10:59) - Balancing digital experiences with a human touch (14:18) - How WSECU transitioned to faster, member-centric digital lending (17:24) - Blending build-vs-buy approaches (19:46) - Lessons learnt as an early adopter (24:52) - The opportunities that AI creates for credit unions (28:37) - “Digital plus” approach for holistic member experiences (30:58) - Key takeaways from WSECU’s six-year transformation journey (31:30) - Episode wrap-up

Episode 26 of Banking Reinvented explores the evolving landscape of private banking and wealth management, focusing on how financial institutions can address shifting customer expectations.   In this episode, host Tim Rutten sits down with Lennart Asshoff, Product Director of Wealth at Backbase, to discuss how private banks and wealth managers can complement traditional, relationship manager-driven services with whiteglove digital experiences. They discuss the challenges faced by institutions still operating with high cost-to-serve models and legacy systems.  Tune in to learn how private banks and wealth managers can progressively modernize their systems to provide the digital experiences their clients demand. Curious to find out more about customer-centric banking?Follow us on LinkedIn: -> Backbase -> Tim Rutten  -> Lennart Asshoff  Step into the future of finance -> Check out our content hub (00:00) - Welcome to the Banking Reinvented podcast  (02:12) - The role of cryptocurrencies in private banking  (06:05) - Backbase’s stance on cryptocurrencies and regulatory challenges (08:42) - Generational wealth transfer and its impact on customer expectations  (12:35) - The digital experience gap caused by legacy systems (17:25) - Balancing AI with human assist  (22:45) - Digital experience as a key part of your brand  (26:30) - Progressive modernization as a phased solution (30:48) - Key takeaways (33:16) - Episode wrap-up

Episode 25 of Banking Reinvented explores how agentic AI is reshaping the banking industry, enabling banks to create personalized customer experiences and optimize their operations. In this episode, host Tim Rutten is joined once again by Chris Shayan, Head of AI at Backbase, to explore the potential agentic AI has for the banking industry. Together, they discuss ways that banks can benefit from these agents to orchestrate complex workflows, deliver tailored experiences for each customer, and improve operational outcomes. Tune in to learn all about agentic AI and how it’s transforming banking operations, including actionable strategies to implement this new tool at your bank.   Curious to find out more about customer-centric banking? Follow us on LinkedIn: -> Backbase -> Tim Rutten  -> Chris Shayan Step into the future of finance -> Check out our content hub (00:00) - Welcome to the ‘Banking Reinvented’ podcast   (01:03) - What is agentic AI? (04:01) - Real-world examples of agentic AI   (08:16) - How agentic AI transitions from automation to intelligent orchestration   (12:00) - Orchestrating multiple agents for complex banking workflows   (17:24) - Challenges in adopting AI: legacy systems and skill gaps   (25:05) - The role of microservices-based engagement platforms (30:18) - Using AI to create empathetic, one-to-one banking experiences  (33:28) - Key takeaways (34:48) - Episode wrap-up

Episode 24 of Banking Reinvented tackles one of the industry’s most critical and costly challenges: integrations.In this episode, host Tim Rutten and Backbase CEO Jouk Pleiter explore the pitfalls of legacy systems, the rise of vertically integrated platforms, and how solutions like Backbase’s Grand Central are helping banks industrialize their integrations to accelerate time to value. Tune in to learn how your bank can streamline operations and allocate resources toward innovation to create future-proof, customer-centric solutions.  Curious to find out more about customer-centric banking? Follow us on LinkedIn: -> Backbase -> Jouk Pleiter  -> Tim Rutten  Step into the future of finance -> Check out our content hub (00:00) - Welcome to the ‘Banking Reinvented’ podcast (03:23) - The legacy trap and its impact on banks (04:43) - Why IT budget spend on integration is a problem (05:59) - Introduction to Grand Central as a vertical integration platform (12:14) - Benefits of industrialized integration for faster time to value (17:30) - The marketplace model: simplifying fintech procurement (19:41) - Benefits of industrialized integration for faster time to value (21:30) - Key takeaways (23:42) - Closing thoughts on innovation through better integration (24:03) - Episode wrap-up

Episode 23 of Banking Reinvented takes a deep dive into the concept of engagement banking and how it can help financial institutions escape the “legacy trap” posed by outdated systems. In this episode, host Tim Rutten is joined by Backbase CEO Jouk Pleiter to explore the inefficiencies in traditional banking. In particular, they emphasize the importance of modernizing the engagement layer, which drives value through improved sales and servicing channels. Tune in to discover how banks can break free from their legacy systems and transform customer journeys to compete with digital-native challengers. Curious to find out more about customer-centric banking?  Follow us on LinkedIn: -> Backbase -> Jouk Pleiter  -> Tim Rutten  Step into the future of finance -> Check out our content hub (00:00) - Welcome to the ‘Banking Reinvented’ podcast (00:56) - NEO’s innovative launch in Saudi Arabia (02:09) - Engagement banking and overcoming the legacy trap (05:36) - The three-layer architecture: system of record, integration, engagement (10:16) - Why modernizing the engagement layer delivers the highest ROI (14:54) - The role of AI and human assist in enhancing customer journeys (18:47) - Platform economics and competition with digital-native challengers (20:17) - Key takeaways (22:15) - A journey-based approach to transformation (23:26) - Episode wrap-up

Episode 22 of Banking Reinvented shares another live panel session from ENGAGE Amsterdam, focusing on how traditional banks can tackle rising competition from digital-native challengers. Hosted by Tim Rutten, the panel features Matt Williamson (Endava), Dola Fashola (PwC), Fabiano Rocha Loures (Feedzai), and Peter-Jan Van De Venn (Hexaware). Their discussion covers everything from adopting cutting-edge technologies — like AI and cloud services — to building customer trust in an ever-evolving cybersecurity landscape. Tune in to discover how banks can redefine their value proposition and thrive in today’s dynamic digital economy. Curious to find out more about customer-centric banking? Follow us on LinkedIn: -> Backbase -> Jouk Pleiter  -> Tim Rutten  -> Matt Williamson -> Dola Fashola -> Fabiano Rocha Loures -> Peter-Jan van de Venn Step into the future of finance -> Check out our content hub (00:00) - Introduction of the panel discussion (01:12) - Introduction of the panelists (04:16) - The evolution of digital transformation in banking (06:08) - From siloed to integrated platforms (09:18) - Aligning business strategy with technology (12:08) - The challenges of fraud and cybersecurity in a real-time payments landscape (17:00) - Anticipating customer needs with better data strategies (27:36) - Balancing customer experience with cybersecurity (30:22) - What true customer obsession looks like in banking (33:16) - The importance of a bank’s identity and customer-centric features (40:16) - Key takeaways (41:32) -  Episode wrap-up

Episode 21 of Banking Reinvented focuses on the strategies banks can adopt to grow revenue, particularly by optimizing customer relationships through personalization and AI. Host Tim Rutten is once again joined by Thomas Fuss, CTO at Backbase, to discuss the challenges in the traditional banking model, where the focus often stops at customer acquisition. They explore the concept of customer lifecycle orchestration and the importance of breaking down organizational silos to deliver personalized services that meet evolving customer needs. Tune in to discover how banks can implement customer-centric growth strategies to ensure long-term growth.  Curious to find out more about customer-centric banking? Follow us on LinkedIn: -> Backbase -> Jouk Pleiter  -> Tim Rutten  -> Thomas Fuss Step into the future of finance -> Check out our content hub (00:00) - Welcome to the ‘Banking Reinvented' podcast (00:37) - Announcement of Backbase's partnership with CIH Bank Morocco (01:18) - Introduction to customer lifetime value (03:47) - Challenges banks face in customer retention vs. acquisition (07:00) - The role of orchestration in the customer lifecycle (09:58) - Using personalized services to deepen customer engagement (12:43) - AI's impact on customer engagement and revenue growth (16:30) - Breaking down organizational silos (21:50) - Key takeaways  (24:00) - The evolving role of technology in customer engagement (29:50) - Episode wrap-up

Episode 20 of Banking Reinvented explores the evolution of customer servicing in banking, with a key focus on how to balance self-service solutions with personalized human interactions. In this episode, host Tim Rutten is joined by returning guest Karan Oberoi, Chief Product Officer at Backbase, to discuss the challenges banks face in modernizing their service models. They cover everything from outdated, siloed systems and manual processes to the growing role of AI and microagents.  Discover how banks can improve customer experiences with data and AI to increase both customer satisfaction and employee productivity. Curious to find out more about customer-centric banking?  Follow us on LinkedIn: -> Backbase -> Jouk Pleiter  -> Tim Rutten  -> Karan Oberoi Step into the future of finance -> Check out our content hub(00:00) - Welcome to the ‘Banking Reinvented’ podcast (01:59) - Banks exceeding market expectations and productivity focus (02:52) - Recap of earlier episodes and intro to customer service focus (04:30) - Customer servicing from bank and customer perspectives (07:05) - Examples of excellent customer service from Apple and Four Seasons (09:06) - Bank employees' struggles with disconnected systems and manual processes (12:05) - Role of AI in improving customer service (19:00) - How AI-driven solutions can reduce costs and improve trust (20:54) - Examples of AI-powered customer service in banking (23:10) - Key takeaways (26:15) - Episode wrap-up