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19 HR AGO

Four AI Moves Every Bank Marketer Needs Now

If you earned your marketing degree more than five years ago, you are already playing catch-up. Most banks are mailing in their response to AI. I break down the four AI moves the best banking marketers are running now: targeting that finds micro-cohorts of one, personalization built around the customer instead of the account, predictive analytics that tie marketing to revenue, and whether AI search tools even mention your bank. Each move draws on Banking Transformed interviews with Raja Rajamannar of Mastercard, Andrea Brimmer of Ally, and Olly Downs of Curinos. Using AI is no longer the goal, because every bank will get that far. The marketers who win refuse to mail it in and build something a competitor cannot copy. AI marketing has no finish line. Hosted by Jim Marous, Co-Publisher of The Financial Brand, Owner and Publisher of the Digital Banking Report, and host of the Banking Transformed podcast. #BankMarketing #AI #marketing #Banking #BankingTransformed #FinancialServices

19 hr ago

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10 min
5 MAY

Competing With Giants: How Community Banks Win

Ryan Bailey spent 20 years at Bank of America, JPMorgan Chase, TD Bank, Fifth Third, and USAA. Then he took over Cambridge Savings Bank, a 190-year-old, $7 billion mutual community bank in Massachusetts. In this Executive Leadership Series episode of Banking Transformed, recorded live at the Financial Brand Forum, Jim Marous and Ryan get into how community banks actually win against the giants. They cover the strategy behind Ivy Bank, Cambridge Savings’ national digital deposit brand, and why Ryan believes half of the smaller banks in the country won’t be here in 10 years. They also dig into closing the analytics gap with a JPMorgan Chase, using AI to improve customer experience instead of just cutting cost, bringing legacy employees along on a fast digital agenda, and what USAA taught Ryan about loyalty. Ryan closes with one Monday morning move every community bank CEO can act on right away. In this episode: • Why scale no longer guarantees dominance • Gathering deposits nationally, lending locally with Ivy Bank • Ryan’s prediction on community bank consolidation • Closing the data gap without an enterprise budget • The Monday morning move every CEO should make #BankingTransformed #CommunityBanking #DigitalTransformation #Fintech #BankingPodcast #FinancialBrandForum #IvyBank #CambridgeSavingsBank

5 May

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45 min
17 MAR

AI is the Operating System of Modern Lending

Most banks still treat lending as a point-in-time decision. Pull a score. Make a call. Wait. In today’s environment, that model limits growth and weakens earnings durability. In this episode of Banking Transformed, I speak with S. P. “Wije” Wijegoonaratna, Co-Founder and CEO of Aliya, about how AI-powered operational intelligence is transforming lending from episodic approvals into continuous, governed opportunity exploration. Aliya’s platform connects bank-account data, marketing intelligence, risk decisioning, and post-origination monitoring into a closed loop designed to improve efficiency without increasing balance-sheet risk. Are you operating episodically — or intelligently? #Banking #Lending #DigitalTransformation #AI #CustomerExperience

17 Mar

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45 min
24 MAR

10 Ways to Become a Customer Obsessed Bank

Most banks say they're customer-centric, but very few are customer-obsessed. And that gap shows up directly in the numbers: obsessed customers are 88% likely to repurchase, and 42% have already recommended the company 5 or more times in the past year. Marbue Brown led customer experience at JPMorgan Chase's Consumer Bank, built Amazon's AI-driven CX operation, and has done the same at Microsoft and Cisco. His book, Blueprint for Customer Obsession, lays out nine practices across three pillars that define what the best companies actually do differently. Today, we discuss the practices where banks keep falling short, and what financial institutions of all sizes can do TODAY to elevate their customer obsession scores.

24 Mar

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52 min
24 FEB

Why Banks Can't Afford to Wait on Voice AI

For decades, banks have forced customers into frustrating phone trees and rigid IVR systems—all in the name of efficiency. But what if automation could actually strengthen customer relationships instead of eroding them? In this episode of Banking Transformed, Jim Marous speaks with Isaiah Granet, Co-Founder and CEO of Bland, to explore how voice AI is transforming banking relationships, modernizing call centers, and delivering measurable operational results. They explore which workflows truly reduce call center costs, how to automate without sacrificing trust, what compliance guardrails must be in place before scaling voice AI, and what community and regional banks can realistically implement in the next 12 months. If your institution wants to modernize call center operations, improve service quality, and increase conversion opportunities, this discussion outlines a practical, defensible path forward. #Banking #ConversationalAI #Chatbots #VoiceAI #DigitalTransformation #CustomerExperience #AI This episode of Banking Transformed is sponsored by Bland Bland is a voice AI platform that helps companies transform customer experience and business operations with AI phone, SMS, and chat agents. We serve enterprises across healthcare, insurance, financial services, and other highly regulated industries, and have dispatched more than 60 million AI-powered phone calls to date. Visit https://www.bland.ai/?utm_source=financialbrandpodcast&utm_campaign=financialbrand for more information.

24 Feb

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40 min
31 MAR

From Cash and Cards to Invisible Banking

The convergence of artificial intelligence, real-time payment rails, open banking, and embedded finance is creating both unprecedented opportunities for innovation and significant competitive pressures. Banks must navigate the delicate balance between embracing cutting-edge technologies, such as generative AI, and maintaining the trust and security that customers demand. In this episode of the Banking Transformed podcast, we delve into the rapidly evolving payments ecosystem with Rich Clow, Head of Innovation and Strategy at Global Payment Solutions, Bank of America. With over 25 years of experience spanning from the early days of branchless banking to today's AI-powered financial services, Rich provides unique insights into the transformative trends reshaping how we think about money, payments, and banking relationships. Join us as we explore these critical trends with one of the industry's most experienced innovators, who has been at the forefront of digital payments evolution for over two decades.

31 Mar

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44 min
10 MAR

Beyond Customer Experience with Joe Pine

For the past decade, financial institutions have poured billions into improving customer experience. Digital journeys. Frictionless onboarding. Personalization. Higher satisfaction scores. But according to Joe Pine, that era is over. In this episode of Banking Transformed, I sit down with Joe, the author of The Transformation Economy and co-author of the landmark Experience Economy, to explore what comes after customer experience in banking. If experiences are now expected rather than differentiating, where should banks compete next? Joe argues that the next stage of value creation is transformation. Not better moments, but better outcomes. Not engagement metrics, but measurable progress in customers' financial lives We discuss what transformation really means for banking, why most institutions are still optimizing for the wrong thing, and why banks that fail to evolve risk becoming irrelevant in the most important conversations their customers are actually having. If your strategy still centers on CX as the competitive moat, this conversation will challenge your assumptions. Subscribe to Banking Transformed for weekly conversations with the leaders reshaping the future of financial services.

10 Mar

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44 min
14 APR

How Branches Can Win Attention and Generate Growth

In this episode of Banking Transformed, Jim Marous is joined by Amy Hysell, President and CEO of Arizona Financial Credit Union, live from the organization’s new Biltmore Branch in Phoenix. Built from the conversion of a former top-five bank location, this branch was designed to do more than serve members. It was built to create visibility, generate word of mouth, and become a true showcase for the brand in the community. Jim and Amy discuss why Arizona Financial made this investment, how the branch was designed to differentiate itself in a competitive market, and what metrics matter most when proving the value of a physical location. From design choices and member experience to business case and breakeven expectations, this is a conversation about what modern branch strategy really looks like when done with purpose. If you lead a bank or credit union and are reconsidering what a branch should be, this episode provides a timely look at how one institution is turning physical presence into conversation, community impact, and growth. #BranchStrategy #CreditUnions #RetailBanking #BranchROI #MemberExperience #BankingTransformed #DigitalBanking

14 Apr

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50 min
2 MAY

Atomic Habits for Banking: How Small Changes Separate Winners

James Clear's Atomic Habits is the blueprint for professional change, but most banks are applying it incorrectly. In this episode of the Banking Insights series, I unpack the 1% daily compounding math that dictates why some banks quietly lose competitive ground while others compound forward. I share my personal journey of losing 80 pounds and rebuilding this video series using the same system. Then I introduce the compounding gap framework, the invisible force that explains why so many strategic plans never become customer behavior. If your institution feels stuck, this episode provides the four-law framework to identify where your system is breaking down and what to do about it tomorrow morning. Subscribe to Banking Transformed for weekly insights on the future of financial services, and tell me in the comments: which of the four laws is breaking down inside your bank right now? In This Episode • The 1% daily compounding math applied to institutional banking strategy • The difference between goals and the systems that actually produce them • The compounding gap: the invisible force behind declining growth • Identifying which of the four laws of behavior change is failing in your organization Referenced Episodes Insight Video #9: Agentic AI in Banking Insight Video #6: The Oura Ring Business Model #AtomicHabits #BankingTransformed #DigitalBanking #RetailBanking #CompoundingGap

2 May

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9 min
14/10/2021

5 Keys to a Successful Data-Driven Strategy in Banking

As a financial institution is preparing to engage in a data-driven strategy, where do they begin? First, it’s important to understand that data transformation is a marathon, not a sprint. Successful financial institutions must align themselves around five critical keys that will lead them through a holistic data-driven strategy roadmap. Our guests today on the Banking Transformed podcast are Jason White, Chief Information Officer at Berkshire Bank and Mark Leher, VP of Data and Analytics for Segmint We will discuss the development and execution of a truly transformational data-driven business strategy for financial institutions. .

14/10/2021

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43 min

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