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PODCAST

Banking Transformed with Jim Marous

Are you prepared to embrace change, take risks and disrupt yourself in response to the digital disruption in banking? If not, this podcast is for you. Hosted by top 5 banking and fintech influencer, Jim Marous, Banking Transformed highlights the leadership and cultural challenges facing the banking industry. Featuring interviews with some of the top minds in business, this podcast explores how financial institutions can prepare for the future of banking.

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All Episodes

40:18

Why Easy Banking May Beat Delighting Customers

Banking Transformed with Jim Marous ·

2026/10/27

Financial institutions should make it easy to do business with them their first priority. One community bank got account opening to 2 minutes and 13 seconds and increased conversion rates to almost 70%.Derek Corcoran spent 25 years working on customer experience in financial services, including time as chief experience officer at Temenos. His new book, Designing for Need, argues that the industry copied its playbook from businesses selling things people enjoy. Banking is something people need to

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10:53

Money 20/20: A Firehose Dose of Where Banking Is Heading

Banking Transformed with Jim Marous ·

2026/10/26

Download the 2026 Retail Banking Trends and Priorities report from the Digital Banking Report: https://www.digitalbankingreport.com/trends/2026-retail-banking-trends-and-priorities/?YouTubeIV59Money 20/20 showed banks and credit unions what to prepare for: AI agents that move money, new payment rails and rules that are still being written. The OCC finalized its first federal rule for stablecoin issuers during the show, and several large banks were reported to be restricting third-party AI agents

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41:35

Why KeyBank Says No to Good Ideas

Banking Transformed with Jim Marous ·

2026/10/23

Victor Alexander explains how a $185 billion bank takes on giants and fintechs by funding fewer priorities and finishing them. Flashback Friday: In this 2025 interview from The Financial Brand Forum, Head of Consumer Banking Victor Alexander explained why KeyBank says no to good ideas. A $185 billion bank could invest in almost anything, he said, but it cannot aim at everything, so some great ideas are not today's idea. He also described how that focus shapes client experience and why he would

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11:11

9 Growth Strategies for Banks and Credit Unions in 2027

Banking Transformed with Jim Marous ·

2026/10/21

Get the 2026 Retail Banking Trends and Priorities report from the Digital Banking Report: https://digitalbankingreport.com/?YouTubeIV58Banks and credit unions can compete with digital-first organizations by finishing nine specific tasks, from a clear North Star to opening an account in 3 to 5 minutes. Our research shows that 93% of institutions have not fully reached their digital transformation goals, so the gap is in execution. Most banks and credit unions know what to do, and few of them

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31:18

Why a Bank Built a Fintech to Compete With Itself

Banking Transformed with Jim Marous ·

2026/10/20

Download the free Innovation in Retail Banking report, with insights from 170+ banking executives worldwide: https://www.digitalbankingreport.com/dbr/dbr314Bancolombia built a digital bank to compete with itself. It now serves 24 million customers. Many U.S. bankers still think of Latin America as a region catching up. Fidel Vargas, Chief Information Officer of Bancolombia, says that's the wrong lens. Inclusion, fast digital adoption, real-time payments, and a wave of new competitors, from

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9:07

A New Threat to Banks and Credit Unions from Robinhood

Banking Transformed with Jim Marous ·

2026/10/19

A bank or credit union that waits for balances to grow before helping a customer start investing may be handing the relationship to Robinhood Banking. Robinhood Banking has reached more than $3 billion in deposits by starting with customers who were already investing.Robinhood reported more than $3 billion in Banking deposits from over 240,000 funded Banking customers at the end of June 2026, within a base of 28.4 million funded customers. About 40% of Banking customers had signed up for direct

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39:56

Voice AI Personalized for Each Banking Customer

Banking Transformed with Jim Marous ·

2026/10/16

Banks can give each customer a VIP on the phone with voice AI, if trust comes first. Bland CEO Isaiah Granet says his AI already handles more than 3 million phone calls a week. At JPMorgan Chase, a great customer gets a private wealth banker. Isaiah Granet, co-founder and CEO of Bland, believes voice AI can give everyone else a version of that relationship: a contact in their phone that answers by name at any hour. He estimates call centers cost companies more than $1 trillion a year

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10:05

You Can Replicate Amazon’s Powerful New Tool

Banking Transformed with Jim Marous ·

2026/10/14

Hear the full conversation with Jorge Camargo of Bank of America on Banking Transformed: https://www.youtube.com/watch?v=KibFqG47KzQ Banks and credit unions can let customers see and correct what the institution assumes about them, the way Amazon's About You page does for shoppers. Bank of America's experience shows customers will share what matters when someone asks. Amazon now gives shoppers a page where they can view, change or remove the preferences behind their recommendations, and even

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42:13

Turning Data Into Better Banking

Banking Transformed with Jim Marous ·

2026/10/13

Community banks and credit unions keep pace by putting their own data to work for customers.Many community banks and credit unions already have the technology, data and insights they need, and are waiting too long to put them to work. That execution gap is what customers and members feel. Greg Adelson, President and CEO of Jack Henry, joins Jim Marous to explain why the technology gap with the largest banks is narrowing while the execution gap keeps getting wider, and what it takes for community

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9:31

Could Venmo Become Your Customer's Primary Bank?

Banking Transformed with Jim Marous ·

2026/10/12

PayPal and Venmo already have brand recognition and a huge customer base. Can they become your customers' primary bank in the future?PayPal's CEO has shared their plan for the future. PayPal and Venmo together reported 439 million active accounts last quarter, more than Chase, Bank of America, and Wells Fargo combined, built on trust that predates every major neobank challenger. In this Banking Insights episode, Jim Marous breaks down what Venmo's debit card economics, Teen Accounts, and

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13:18

A Look Back: The 2023 AI Forecast for Banking

Banking Transformed with Jim Marous ·

2026/10/09

Microsoft's financial services data chief forecast in 2023 how banks would use generative AI. Charles Morris now leads agentic enterprise strategy at Truist, and his early calls are worth revisiting. In February 2023, barely two months after ChatGPT reached the public, Jim Marous asked Charles Morris, then Chief Data Scientist for Financial Services at Microsoft, where generative AI was headed. Morris admitted he had never lived through an inflection point like it, then got specific. He

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10:48

How to Win Millennial and Gen Z Customers

Banking Transformed with Jim Marous ·

2026/10/08

Download Alkami's 2026 Generational Trends in Digital Banking research: https://www.alkami.com/resources/research/2026-generational-trends-in-digital-banking-report/?YouTubeIV54 To win over millennials and Gen Z, a bank or credit union has to win their primary checking account. J.D. Power finds these generations open 67% of all new primary checking accounts, and community institutions are winning less than their existing share. Millennials and Gen Z are the customers who will replace the baby

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38:24

How To Turn Partnerships Into Growth

Banking Transformed with Jim Marous ·

2026/10/06

A $3.2 billion credit union chooses its digital partners from member surveys, and the results show.Chartway Credit Union runs $3.2 billion in assets and serves 265,000 members, yet it brought in $2 million in CD deposits in under 45 days without leading on rate. It segmented members with known excess liquidity, reached them with a personalized Pulsate push, and took them through one-tap Entersekt authentication straight into account opening and funding. Esteban Guerra explains why a batch email

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10:15

How Meta's Muse Changes the Banking Relationship

Banking Transformed with Jim Marous ·

2026/10/05

Agentic AI: Powering the Self-Driving Bank: https://www.digitalbankingreport.com/trends/agentic-ai-powering-the-self-driving-bank/A bank or credit union that judges Meta's Muse by whether it moves deposits is watching the wrong risk. Within about 10 days of launch, Muse was the most downloaded free app on the iPhone, and it reads customer accounts through Plaid. Meta's chief AI officer has challenged people to see whether Muse can find them $1,000, and the Muse Money Challenge gives customers

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10:45

How to Fix the CX Gap in Banking

Banking Transformed with Jim Marous ·

2026/09/30

Bank and credit union leaders are misjudging what frustrates their customers most, and the fix starts with leaders hearing those customers firsthand. In a ServiceNow study of more than 34,000 people, half of customers named a lack of empathy as their top service frustration, while only 23% of executives identified it.ServiceNow surveyed more than 34,000 customers, service reps and executives across eight industries, with banking and financial services among the largest groups of executives. On

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36:12

The Priorities for Banking as We Plan for 2027

Banking Transformed with Jim Marous ·

2026/09/29

Most banks and credit unions chase new deposits before growing the relationships they already have. Megan Pannier of Fiserv says onboarding has been an industry priority for 25 years, and a lot of institutions still aren't doing it well.Megan talks with banks and credit unions every day, and the theme she hears most as they plan for 2027 is deposit growth. With everyone fighting for the same deposits, she argues that acquisition, retention and relationship deepening have to work as one strategy

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10:35

Be There When Customers Need You Most

Banking Transformed with Jim Marous ·

2026/09/28

Read the research: https://finhealthnetwork.org/programs/financial-health-pulseHear the podcast: https://youtu.be/VNylQkBCmBM?t=412 A customer of more than 20 years, rarely late on anything, took an unexpected medical hit, and his bank may never have noticed. He is one of an estimated 16.5 million American households that slid down a level of financial health in a single year, and banks and credit unions have their best chance to help before the first missed payment. The Financial Health

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8:10

The Real AI Risk Facing Banks and Credit Unions

Banking Transformed with Jim Marous ·

2026/09/23

Download the 2026 Retail Banking Trends and Priorities report for free:https://www.digitalbankingreport.com/trends/2026-retail-banking-trends-and-priorities/?YouTubeIV50 This is the wrong moment for a bank or credit union to slow its AI deployment. Our own industry said so before any of this noise started. Public unease about artificial intelligence is high, and the people building the world's most advanced systems have started saying out loud that the pace needs to slow. Pew found that 63%

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47:48

The Growth Opportunity in Your Data

Banking Transformed with Jim Marous ·

2026/09/22

Lifecycle campaigns beat acquisition by 2 to 6 times. Acquisition still gets the budget. Marquis analyzed thousands of campaigns across more than 100 banks and credit unions and found that lifecycle programs, the work an institution does with the account holders it already has, run 2 to 6 times more efficient than acquisition and prospecting. Our 2026 State of Financial Marketing report puts acquisition first among priorities, with retention and cross-sell well behind. The priority order and the

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10:45

How Gamification Can Increase Relationship Growth

Banking Transformed with Jim Marous ·

2026/09/21

Somebody is going to walk an extra lap around the block tonight because the ring on their watch isn't closed. Nobody is paying them to do it.That is gamification, and it is the most reliable behavior change tool built in the last 20 years. It also runs on a number somebody invented. 10,000 steps was never a medical standard. It was the name of a pedometer sold in 1965, and no study sat behind it. Jim Marous opens this Banking Insights episode by explaining what the mechanic really does, and that

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