Financial Services Intelligence Update

J.D. Power

Financial Services Update is a quick, focused listen that delivers the latest insights across banking, payments, wealth and lending. Join industry experts like Jennifer White, John Cabell and many others as they break down customer experience data and share practical takeaways for businesses.

  1. 21-10-2025

    What Makes a Great Retirement Plan App? 2025 J.D. Power Findings | Ep 20

    On this episode, Miles Tullo welcomes Mike Foy and Jonathan Sundberg to discuss the latest findings from the J.D. Power 2025 U.S. Retirement Plan Digital Satisfaction Study. Discover how digital design, security, and personalization are transforming participant engagement across retirement plan websites and mobile apps.   Key highlights: (00:41) – What separates top-performing retirement plan providers from laggards (01:45) – How interactive tools and mobile innovation drive participant engagement (04:37) – Why perceptions of security can boost satisfaction  (09:06) – Generational differences in security expectations and mobile experience (10:27) – The industry’s struggle to deliver proactive, personalized guidance (13:52) – How AI and predictive analytics can improve participant relevance and retention (16:35) – Top recommendations to improve digital satisfaction in 2025   Learn more: jdpower.com/financial-services

    19 min.

  2. 21-08-2025

    Top Credit Card Issuer Trends In 2025: What's Happening Now and What's Next | Ep 19

    On this episode, John Cabell explores the latest insights from the J.D. Power 2025 U.S. Credit Card Satisfaction Study. Discover what’s shaping the credit card landscape in 2025 and how issuers can adapt to meet evolving customer expectations.   Key Highlights: (00:42) – The financial health of today’s cardholders and its impact on satisfaction (02:15) – Why affluent customers continue to prefer premium cards (04:07) – The effect of Buy Now, Pay Later (BNPL) on credit card usage (06:23) – How surcharges are driving customers to alternative payments (08:45) – Where AI innovation presents opportunities for issuers   Learn More: jdpower.com/financial-services   Stay Tuned: New episodes drop regularly with data-driven insights into payments, banking, wealth, and lending. Follow us for more findings like these and stay updated on the latest financial services trends!

    8 min.

  3. 23-07-2025

    How Wealth Management Firms Can Stay Ahead of the Advisor Shortage | Ep 18

    On this episode, Miles Tullo and Mike Foy explore the latest insights from the J.D. Power 2025 U.S. Financial Advisor Satisfaction Study. Uncover the driving forces behind advisor satisfaction and the transformative impact of technology on the financial advisory sector.Key Highlights:(00:38) - Opportunities for financial advisors in 2025. (01:05) - Insights into the aging demographic of financial advisors and industry implications. (02:18) - The role of leadership behaviors and cultural attributes in advisor retention. (04:01) - How technology is reshaping advisor satisfaction and expectations. (08:31) - Top-ranked investment firms with the highest advisor satisfaction scores.Learn More: jdpower.com/financial-servicesStay Tuned: Miles will return in August to discuss findings from the flagship credit card satisfaction study.Follow us for more insights like these and stay updated on the latest trends in financial services!

    10 min.

  4. 30-06-2025

    The Financial Advice People Actually Want from Their Banks | Ep 17

    Two-thirds of Americans are financially unhealthy, and they’re turning to banks for help. In this episode, Miles Tullo talks with Jennifer White about the findings from the 2025 U.S. Financial Health and Advice Satisfaction Study and how top banks are meeting customers’ rising expectations for financial guidance. You’ll learn: What kind of advice customers really want (and it’s not long-term retirement plans)Why Bank of America ranks highest for advice satisfactionThe growing appetite for short-term financial tools from younger and emerging affluent customersWhat lagging banks need to change to stay relevantHow omni-channel consistency and timely outreach drive results

    11 min.

  5. 03-06-2025

    Direct Banks Are Winning Younger Customers— Challenges Remain | Ep 16

    Paul McAdam, Senior Director at J.D. Power, breaks down the latest insights from the 2025 U.S. Direct Banking Satisfaction Study. In this episode, we dive into why checking satisfaction is increasing, why savings satisfaction is slipping, and how digital tools and strong service are reshaping the direct banking experience. Whether you're in financial services or just curious about the future of banking, this conversation is packed with insights. 🎧 Learn more at jdpower.com/financial-services📥 Subscribe for more J.D. Power Financial Services Intelligence.

    8 min.

  6. 07-05-2025

    Why Gen Y & Z Still Want Real Financial Advisors | Ep 15

    Despite growing up with tech, younger investors are asking for real financial guidance. Kapil Vora, Senior Director at J.D. Power, shares key takeaways from the 2025 U.S. Investor Satisfaction Study and what it means for the future of wealth management. Highlights: Why DIY investors want real financial advisors?What leading firms are doing right?How can your firm adapt? Read the full press release: https://www.jdpower.com/business/press-releases/2025-us-investor-satisfaction-study   Explore our investor analytics: https://www.jdpower.com/business/wealth-management-platform   Follow for more financial services updates!

    6 min.

  7. 29-04-2025

    The 3 F's of Banking: Fees, Fairness and Fraud | Ep 14

    Consumers are stressed—but satisfaction with banks is rising. How is that possible? In this episode of the J.D. Power Financial Services Intelligence Update, host Miles Tullo sits down with Jennifer White, Senior Director of Banking Intelligence, to unpack findings from the 2025 U.S. Retail Banking Satisfaction Study. What You’ll Learn:- Why customer satisfaction is rising despite financial strain- The “Three F’s” of trust: Fees, Fairness, and Fraud- A look at U.S. deposit trends—33% of consumers have less than $1,000 with their bank- How banks are delivering more personalized financial advice- What banks must improve to maintain trust Don’t miss:0:35 – Overview of the 2025 Retail Banking Study2:15 – Satisfaction rises during financial hardship3:30 – The Three F’s: Why trust matters4:45 – Deposit trends and the savings gap5:40 – The state of financial advice6:50 – Key takeaways Read the full study and press release here: https://www.jdpower.com/business/press-releases/2024-us-retail-banking-satisfaction-study Want to know how your bank stacks up? Contact J.D. Power to learn more. https://www.jdpower.com/business/financial-services Follow us for more insights!

    7 min.

  8. 29-04-2025

    How Flexible Repayment Terms are Shaping the Buy Now Pay Later Market | Ep 13

    In this episode, we explore the latest Buy Now Pay Later research and why it’s rapidly growing, particularly among Gen Z. Discover how flexible repayment options are driving this surge. We also discuss how fintech companies like Klarna, Afterpay, Affirm, and traditional banks are adapting to this trend. Follow us for more financial services insights!

    5 min.
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Financial Services Update is a quick, focused listen that delivers the latest insights across banking, payments, wealth and lending. Join industry experts like Jennifer White, John Cabell and many others as they break down customer experience data and share practical takeaways for businesses.

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