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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

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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10:44

Your Rewards Program Secret Weapon

Banking Transformed with Jim Marous ·

2026/09/16

The most valuable thing a rewards program does has almost nothing to do with the reward. Bank of America reopened its rewards program this year and has enrolled more than five million people since May. Jim Marous opened a checking account at one of its branches specifically to hear how the associate would explain it, and what he got was not a product pitch. The program gave that employee a legitimate reason to talk about his whole relationship with the bank, what he would receive right away, and

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29:25

Bank of America's Loyalty Rewards Reset

Banking Transformed with Jim Marous ·

2026/09/15

Bank of America dropped the $20,000 minimum. 5 million clients enrolled. For most of the last decade, a large bank rewards program was something a client earned their way into. Bank of America’s preferred rewards program required $20,000 in balances, making loyalty a benefit of affluence rather than a feature of everyday relationships. BofA Rewards moved the entry point to any eligible checking account, making 30 million clients eligible immediately. More than 5 million have enrolled since, with

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11:46

Marketing is Still Not AI Ready

Banking Transformed with Jim Marous ·

2026/09/14

2026 State of Financial Marketing report is available for free at https://www.digitalbankingreport.com/trends/2026-state-of-financial-marketing/?YouTubeMore than half of the banks and credit unions in our 2026 State of Financial Marketing research have generative AI operational or better inside marketing. Not one of them describes its customer data as real-time and AI-ready. That gap runs in a straight line through the study. Generative AI raised production capacity, while thin data and

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10:33

The Technical Debt Your Vendors Control

Banking Transformed with Jim Marous ·

2026/09/09

Your vendor may own the technology debt. Your institution owns the consequences.Technical debt is usually discussed as a money-center bank problem, so community banks and credit unions hear it and go back to work, because they don't write code. But institutions still contracting with a legacy core are paying the maintenance on that provider's accumulated debt. Outsourcing didn't remove the debt; it changed the relationship to it: a large bank can inspect its own and decide what to repair, while

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46:02

Fifth Third Succeeds Through Empowered Employees

Banking Transformed with Jim Marous ·

2026/09/08

Melissa Stevens has a rule at Fifth Third: your employees are your brand. The chief marketing officer of one of banking's strongest regional brands joins Jim Marous to explain how Fifth Third grows relationships from the inside out, by giving its people the data, the insight, and even the influencer status to become the bank's most trusted voices. Stevens makes the case that customers never experience a bank as a marketing campaign. They experience it as the colleague who answers the question

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10:46

Banking’s AI Gap: Faster Tasks, Same Results

Banking Transformed with Jim Marous ·

2026/09/07

We won the adoption argument. Every hand in the room. And the income statement didn't notice. Four years ago, Jim Marous asked a room of bankers how many had used an AI tool in their work, and fewer than one in four hands went up. Last week he asked the same question and nearly every hand in the room went up, many of them belonging to bankers over 50. Adoption in the banking industry has moved faster than almost anything Jim has watched in his career. Over the same period, the share of

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11:11

How to Find Real Differentiation in Banking

Banking Transformed with Jim Marous ·

2026/09/02

Most institutions aren't undifferentiated. Their differences are unwitnessed.Cover the logo on the mobile app, the website and the branch sign, and most leadership teams cannot pick their own institution out of a lineup. Jim Marous opens this episode with that test, then turns it around: the problem is rarely that a bank or credit union has nothing worth choosing. The problem is that the advantage was built somewhere no customer will ever see or feel it. The spine of the episode is an

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59:17

Customer Experience, Straight Up, with Jay Baer

Banking Transformed with Jim Marous ·

2026/09/01

Customer experience expert Jay Baer is stepping away from the keynote stage after 17 years and moving deeper into the world of tequila. He joins Jim Marous for a Banking Transformed conversation centered on five pours and five customer-experience questions for banks and credit unions. Tequilas tasted, in order: → Nosotros Blanco → Lost Lore Joven → Arette Reposado → Wild Common Añejo → Cazcáñes #7 Extra Añejo Each tequila opens a different discussion: first impressions, disconnected

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10:47

The Growth Your NPS Can't See

Banking Transformed with Jim Marous ·

2026/08/31

Your NPS went up again last quarter. It still can't tell you which customers actually sent you somebody. Gallup studied more than 24,000 banking customers. Run the standard formula and the score came out at 11. Change only how a 9 and a 7 get counted, and the same answers from the same people produce negative 14. Nobody was resurveyed. Nobody changed their mind. Jim Marous makes the case that the industry's favorite metric records what customers say they might do, while the number that

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12:04

Serving the Businesses Hiding in Your Portfolio

Banking Transformed with Jim Marous ·

2026/08/26

There is a $1.7 trillion blind spot sitting inside your bank or credit union right now.The Census Bureau counts 29.8 million businesses in the United States with no employees at all, taking in $1.7 trillion in annual receipts, about 6.8% of the economy. Almost all of that money runs through a personal checking account at a bank or credit union that has never asked what the owner is building. The industry treats this as a detection problem, to be solved by moving these owners onto a business

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51:48

Building the AI-Forward Bank

Banking Transformed with Jim Marous ·

2026/08/25

Only 18% of banks have integrated AI workflows. Everyone else is automating the past.Most banks and credit unions are using artificial intelligence to make yesterday’s work faster, then measuring the result with yesterday’s numbers. Brian Solis, Head of Global Innovation at ServiceNow, and Dave Wright, Chief Innovation Officer at ServiceNow, call this the iteration trap and argue it is the same failure that has consumed digital transformation. Their new book, Infinite: How Visionary Leaders

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11:47

The Hidden Cost of Your KYC Process

Banking Transformed with Jim Marous ·

2026/08/24

Your institution is spending real money to bring people to the front door, and most of them never get through it. Cornerstone Advisors found 3.36 digital checking applications abandoned for every one completed, or nearly 9,000 potential accounts at the average institution. Research from Debbie puts average application completion around 15%, with the ID upload as the single biggest drop-off point, and some institutions decline 70% of the applications they receive. Meanwhile the average cost to

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