Banking Reinvented

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In the weekly “Banking Reinvented” podcast, host Tim Rutten welcomes senior executive changemakers from around the globe, unpacking what works and what doesn’t. You’ll learn how banks can harness the power of AI to drive remarkable growth while setting themselves free from their legacy systems, clunky processes, and status-quo thinking. Tune in each week to get valuable insights into the future of banking. Explore more resources in the Banking Reinvented content hub: https://www.backbase.com/insight/podcasts?utm_source=Organic_Social&utm_medium=Spotify

  1. 3D AGO

    Human, by design: what makes great wealth management today with Reham Sabri

    Episode 93 of Banking Reinvented asks an uncomfortable question: In the race toward AI and automation, have banks forgotten what made them valuable in the first place? Host Amjad Ramahi, Director of Solutions Engineering for Middle East & Africa at Backbase, sits down with Reham Sabri, AGM and Senior Director of Premium Banking at Commercial Bank of Qatar. Reham leads the Sadara and Private Banking segments, serving high-net-worth clients who expect digital convenience and deep human connection in equal measure. She's not anti-technology. Her argument is sharper: AI is a given. Digital is expected. Human trust is the real differentiator - especially when clients aren't just optimizing returns, but making decisions about legacy, family, and life. Together, they dig into what "high-tech, high-touch" actually looks like in practice, why relationship managers remain the true competitive advantage when products are commoditized, and where banks keep getting digital transformation wrong. Tune in to hear why the future of banking is human - not despite AI, but because of it.  Check out our content hub Timestamps(00:00) - Welcome to the "Banking Reinvented" podcast (00:24) - Introduction to Reham Sabri (01:13) - Why "the future is human" in a world obsessed with AI (04:06) - A customer story: when digital-savvy clients still need human advice (07:08) - Balancing high-tech and high-touch in premium banking (09:22) - Mapping customer journeys and listening to feedback (11:52) - Hiring for empathy: what Reham looks for in relationship managers (15:24) - Training customers on financial literacy and digital tools (18:58) - The Young Bankers and Young Investors programs (24:57) - What makes a bad digital experience in banking (29:03) - Where banks go wrong in digital transformation (33:48) - AI transformation: keeping the human element intact (37:16) - Moving from product-centric to experience-centric banking (41:09) - How to measure empathy: KPIs beyond assets under management (44:12) - Final advice: why banks must shift to an experience model (47:37) - Episode wrap-up

    48 min
  2. Modernizing mid-tier banks and building societies with Woodhurst's Ben Nadel

    FEB 4

    Modernizing mid-tier banks and building societies with Woodhurst's Ben Nadel

    Episode [91] of Banking Reinvented explores how smaller financial institutions can punch above their weight through smart, continuous modernization. Host Tim Rutten sits down with Ben Nadel, Co-Founder of Woodhurst, a consultancy specializing in helping mid-tier banks and building societies transform their operations. Together, they discuss why size can be an advantage when driving change, the importance of top-down commitment and strategic investment, and how to balance digital ambition with the local, member-first values that define mutual organizations. Tune in to hear why transformation is never "done," what it takes to simplify fragmented tech stacks, and how the best mid-sized institutions are building for the long game while staying true to their roots. Curious to find out more about customer-centric banking? Step into the future of finance -> Check out our content hub Timestamps (00:00) – Welcome to the "Banking Reinvented" podcast (00:30) – Introduction to Ben Nadel and Woodhurst (02:47) – Working with mid-tier institutions: balancing ambition and resources (05:02) – Why being small can be your biggest advantage (10:35) – The cultural choice: going all in on transformation (11:06) – Top-down commitment and strategic investment (15:33) – Infusing innovation into regular operations (17:24) – Celebrating small wins and the "eat the elephant" approach (18:10) – Handling hurdles: the importance of milestones and momentum (23:52) – Simplifying the tech stack: choosing the right partners (24:23) – Deep partnerships and proven solutions (25:13) – The evolving architecture: ready for AI (26:21) – Digital paradox: staying local while going digital (28:04) – The power of both: human touch meets digital backbone (29:26) – Member experience and physical presence (30:08) – KPIs of success: serve more members on the same cost base (32:29) – Five steps to modernization (33:19) – Recap: forever better, not one and done (36:03) – Final thoughts: digital powered by physical presence (37:09) – Episode wrap-up

    38 min

  3. FEB 3

    Why curiosity beats growth mindset: rethinking innovation in banking's AI era with Rabobank's Roland van der Vorst

    Episode 92 of Banking Reinvented explores how banks can navigate global uncertainty while building new value creation models for the future. Host Tim Rutten sits down with Roland van der Vorst, Head of Innovation at Rabobank and CEO of Rabo Carbon Bank, to discuss what it means for a bank to provide stability in turbulent times - and why that requires looking outward, not just inward. Together, they explore how AI is reshaping banking from the inside out, why the biggest threat to banks isn't competitors but empowered clients, and the cultural shifts required to foster genuine innovation. Tune in to hear why curiosity - not just growth mindset - is the foundation for navigating disruption, how professional services will split between commodity and specialty work, and what it means to translate future value into present-day benefits for clients. Curious to find out more about customer-centric banking? Step into the future of finance -> Check out our content hub Timestamps (00:00) – Welcome to the "Banking Reinvented" podcast (00:25) – Introduction to Roland van der Vorst (01:03) – What is Rabo Carbon Bank? (02:09) – Global uncertainty and what's driving the turbulence (03:44) – How our view of the future has changed across centuries (06:17) – What banks should focus on: stability, balance sheets, and risk assessment (07:08) – AI compared to electricity, not the internet boom (08:49) – Why the client - not competitors - is the real disruptor (12:16) – Examples of client-led disruption: M&A, wealth management, cross-sell (14:47) – Three ways AI will reshape professional services (18:17) – The irreplaceable value of human experience and judgment (21:45) – Why curiosity is the key cultural driver for innovation (24:09) – Curiosity vs growth mindset: what comes first (26:44) – What sets humans apart from machines (28:16) – New value creation models: risk-as-a-service and digital assets (30:00) – Translating future value into present benefits: the Carbon Bank example (31:29) – Key takeaways and episode wrap-up

    34 min

  4. JAN 27

    Modernizing mid-tier banks and building societies with Woodhurst's Ben Nadel

    Episode 91 of Banking Reinvented explores how smaller financial institutions can punch above their weight through smart, continuous modernization. Host Tim Rutten sits down with Ben Nadel, Co-Founder of Woodhurst, a consultancy specializing in helping mid-tier banks and building societies transform their operations. Together, they discuss why size can be an advantage when driving change, the importance of top-down commitment and strategic investment, and how to balance digital ambition with the local, member-first values that define mutual organizations. Tune in to hear why transformation is never "done," what it takes to simplify fragmented tech stacks, and how the best mid-sized institutions are building for the long game while staying true to their roots. Curious to find out more about customer-centric banking? Step into the future of finance -> Check out our content hub Timestamps (00:00) – Welcome to the "Banking Reinvented" podcast (00:30) – Introduction to Ben Nadel and Woodhurst (02:47) – Working with mid-tier institutions: balancing ambition and resources (05:02) – Why being small can be your biggest advantage (10:35) – The cultural choice: going all in on transformation (11:06) – Top-down commitment and strategic investment (15:33) – Infusing innovation into regular operations (17:24) – Celebrating small wins and the "eat the elephant" approach (18:10) – Handling hurdles: the importance of milestones and momentum (23:52) – Simplifying the tech stack: choosing the right partners (24:23) – Deep partnerships and proven solutions (25:13) – The evolving architecture: ready for AI (26:21) – Digital paradox: staying local while going digital (28:04) – The power of both: human touch meets digital backbone (29:26) – Member experience and physical presence (30:08) – KPIs of success: serve more members on the same cost base (32:29) – Five steps to modernization (33:19) – Recap: forever better, not one and done (36:03) – Final thoughts: digital powered by physical presence (37:09) – Episode wrap-up

    37 min

  5. JAN 20

    What happens to private banking when Gen Z inherits the world with Rom Atapattu

    In Episode 90 of Banking Reinvented, host Heidi Custers speaks with Rom Atapattu, Co-founder and Group CEO of the Patronus Group, about how private banking is changing and what that means in practice. Drawing on more than 25 years across Swiss and UAE private banking, Rom shares his perspective on the Great Wealth Transfer, AI-supported relationship banking, shifting client expectations, and why trust, judgment, and personal context still sit at the heart of wealth advice. The conversation also explores what private banks often get wrong, why most client conversations are not about money, and how new wealth hubs like Mauritius are emerging alongside more established markets. Step into the future of finance -> Check out our content hub Timestamps(00:00) – Welcome to Banking Reinvented (00:24) – Introduction to Rom Atapattu (02:15) – The evolution of Swiss private banking: from secrecy to compliance (06:40) – The single biggest shift in 25 years of wealth management (11:20) – The Great Wealth Transfer: $83 trillion moving to Millennials and Gen Z (13:55) – How next-gen wealth clients are fundamentally different (18:14) – AI won't replace advisors - it will make them superhuman (21:30) – Every client has a story: why personalization matters in private banking (25:15) – Building Banque Patronus: disrupting wealth in Mauritius (32:39) – Why most private banking conversations aren't about portfolios (34:02) – Private banking as the original "beyond banking" experience (35:19) – The biggest mistake banks make: one-size-fits-all wealth management (38:09) – What happens when digital fails the next generation of clients (43:15) – Key takeaways and final thoughts (45:30) – Episode wrap-up

    41 min

  6. JAN 13

    Modernizing mutuals: building relationships in a digital world with The Cumberland's Susanne Parry

    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 hub Timestamps (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

    21 min

  7. JAN 6

    Inside the new private client model: AI, advisors, and unified wealth

    Private banking is being redefined. Not by abandoning personal relationships, but by augmenting them with smarter technology, unified platforms, and proactive engagement that meets clients where they are. In this episode, host Alex Jimenez sits down with Dean Indot, Director of the Private Client Group at Western Alliance Bank. With over 20 years in banking and wealth management, Dean brings a sharp perspective on what it takes to build a modern private client experience that balances high-touch advisory with high-tech enablement. Together, they explore the emerging private client group model at Western Alliance, where AI is making the biggest impact in client onboarding today, how banks can unify retail and wealth into one cohesive experience, the influence of creator-led financial education on trust and client expectations, and what younger clients demand as the great wealth transfer accelerates. Tune in to hear how private banking is evolving from reactive service to proactive relationship building, and why the banks that get platform architecture right will win the next generation of wealth clients. Step into the future of finance -> Check out our content hub Timestamps (00:00) – Welcome to the "Banking Reinvented" podcast (00:26) – Introduction to Dean Indot (02:38) – Launching the Private Client Group at Western Alliance (06:07) – AI's most practical use case in wealth onboarding (09:49) – Unifying retail banking and wealth management (12:35) – Working with advisors without competing (14:46) – How creator-led financial education influences client trust (17:15) – The great wealth transfer and younger client expectations (21:18) – Digital expectations without losing the human touch (24:19) – Balancing self-service with high-touch advisory (26:01) – What's redefining premium service in private banking (29:35) – Final thoughts and key takeaways (31:43) – Episode wrap-up

    31 min

  8. 2025-12-30

    Bridging the gap: inside BDO Unibank’s “phygital” transformation with RJ de la Cruz & Levy Mariñas

    Episode 86 of Banking Reinvented explores how the Philippines’ largest bank is bridging physical and digital channels to deliver seamless, customer-first experiences at scale. Host Tim Rutten is joined by BDO Unibank’s Romeo Josef “RJ” de la Cruz, Head of Digital Applications & Delivery, and Levy Mariñas, Head of Digital Apps Delivery, who lead the teams powering BDO’s mobile and web platforms. Together, they discuss how BDO is unifying its digital architecture, accelerating time-to-market, and expanding access through its “phygital” strategy, where in-branch, online, and mobile banking work as one. Tune in to hear how BDO tripled digital wallet adoption, plus how they’re driving financial inclusion and preparing for the next wave of AI-powered personalization, efficiency, and fraud prevention. – Curious to find out more about customer-centric banking?  Follow us on LinkedIn: -> Backbase -> Jouk Pleiter -> Tim Rutten -> Romeo Josef “RJ” de la Cruz -> Levy Mariñas Step into the future of finance -> Check out our content hub Timestamps (00:00) – Welcome to the “Banking Reinvented” podcast (00:31) – Introduction to RJ, Levy, and BDO Unibank (05:14) – The value of a “phygital” transformation (09:02) – The 2-3 year ambition roadmap (10:25) – Balancing innovation with security and trust (13:38) – Collaboration with a fintech partner (15:51) – Key use cases (18:03) – Navigating a competitive market (20:52) – Harnessing the power of AI (25:45) – Key learnings and takeaways (31:12) – Episode wrap-up

    32 min
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About

In the weekly “Banking Reinvented” podcast, host Tim Rutten welcomes senior executive changemakers from around the globe, unpacking what works and what doesn’t. You’ll learn how banks can harness the power of AI to drive remarkable growth while setting themselves free from their legacy systems, clunky processes, and status-quo thinking. Tune in each week to get valuable insights into the future of banking. Explore more resources in the Banking Reinvented content hub: https://www.backbase.com/insight/podcasts?utm_source=Organic_Social&utm_medium=Spotify

Information

  • Creator
    Backbase
  • Years Active
    2024 - 2026
  • Episodes
    94
  • Rating
    Clean
  • Copyright
    © Backbase
  • Show Website
    Banking Reinvented