Banking Transformed with Jim Marous
by LLH Media
Latest episode
Making Digital Feel Human at TD Bank
Making Digital Feel Human at TD Bank
About this podcast
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.
Episodes
The newest 50 of 579 episodes
- Making Digital Feel Human at TD Bank · 45 minTD Bank's digital leader on letting customers choose their own path to open an account. This Flashback Friday episode revisits a 2025 interview recorded at the Financial Brand…
- Why Banking Struggles to Act on Customer Data · 10 minDownload the Digital Banking Report, Retail Banking Data and Insight Maturity, sponsored by NGDATA: https://www.digitalbankingreport.com/trends/retail-banking-data-and-insights-ma…
- Citizens Bank is Fixing Branch Friction First · 42 minCitizens Bank says banks stand out by being simple to deal with and human when it matters. Karen Swiatocha leads branch distribution transformation at Citizens Bank. In this…
- Closing the Relationship Gap in Business Banking · 8 minA financial institution that assigns a relationship manager to a small business promises that someone will know the business, and satisfaction with those managers fell 35 points…
- Why Being a Better Bank Isn’t Enough, with Laura Ries · 44 minBanks and credit unions must stand out by picking one rival to position against, according to author Laura Ries. This Flashback Friday episode features my 2025 conversation with…
- Acorns and the Saving Habit Banks Can Build · 11 minA bank or credit union can make regular saving as easy to start and keep going as Acorns does. Acorns says its customers have invested more than $7.3 billion from spare change…
- Brett King on Bank 5.0 and the Rise of AI Agents · 45 minBrett King says the primary financial relationship will belong to an AI agent. Brett King, author of Bank 5.0, returns to Banking Transformed to explain why he believes the…
- Banking Websites Must Be Built for AI Search · 9 minGet the 2026 State of Financial Marketing report, sponsored by Vericast: https://www.digitalbankingreport.com/trends/2026-state-of-financial-marketing/?IV61 A bank or credit…
- Stablecoin Threats to Banking · 44 minDr. Lamont Black explains how stablecoins could cost banks and credit unions interchange, data and deposits. This Flashback Friday revisits one of our most popular interviews…
- Is Your Bank Ready for Stablecoins and AI Agents? · 17 minA Coinbase-commissioned study by The Block Research found that 7 of the 10 largest U.S. banks have tested stablecoins or tokenized deposits for settlement, and the other 3 have…
- Inside U.S. Bank’s Innovation Culture · 9 minDownload the Innovation in Retail Banking report: https://www.digitalbankingreport.com/trends/innovation-in-retail-banking-2025/?IV60 U.S. Bank gets customer improvements from…
- Why Easy Banking May Beat Delighting Customers · 40 minFinancial 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…
- Money 20/20: A Firehose Dose of Where Banking Is Heading · 11 minDownload the 2026 Retail Banking Trends and Priorities report from the Digital Banking Report: https://www.digitalbankingreport.com/trends/2026-retail-banking-trends-and-prioritie…
- Why KeyBank Says No to Good Ideas · 42 minVictor 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…
- 9 Growth Strategies for Banks and Credit Unions in 2027 · 11 minGet the 2026 Retail Banking Trends and Priorities report from the Digital Banking Report: https://digitalbankingreport.com/?YouTubeIV58 Banks and credit unions can compete with…
- Why a Bank Built a Fintech to Compete With Itself · 31 minDownload the free Innovation in Retail Banking report, with insights from 170+ banking executives worldwide: https://www.digitalbankingreport.com/dbr/dbr314 Bancolombia built a…
- A New Threat to Banks and Credit Unions from Robinhood · 9 minA 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…
- Voice AI Personalized for Each Banking Customer · 40 minBanks 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…
- You Can Replicate Amazon’s Powerful New Tool · 10 minHear 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…
- Turning Data Into Better Banking · 42 minCommunity 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…
- Could Venmo Become Your Customer's Primary Bank? · 10 minPayPal 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…
- A Look Back: The 2023 AI Forecast for Banking · 13 minMicrosoft'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…
- How to Win Millennial and Gen Z Customers · 11 minDownload Alkami's 2026 Generational Trends in Digital Banking research: https://www.alkami.com/resources/research/2026-generational-trends-in-digital-banking-report/?YouTubeIV54…
- How To Turn Partnerships Into Growth · 38 minA $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…
- How Meta's Muse Changes the Banking Relationship · 10 minAgentic 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…
- How to Fix the CX Gap in Banking · 11 minBank 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…
- The Priorities for Banking as We Plan for 2027 · 36 minMost 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…
- Be There When Customers Need You Most · 11 minRead the research: https://finhealthnetwork.org/programs/financial-health-pulse Hear the podcast: https://youtu.be/VNylQkBCmBM?t=412 A customer of more than 20 years, rarely…
- The Real AI Risk Facing Banks and Credit Unions · 8 minDownload the 2026 Retail Banking Trends and Priorities report for free: https://www.digitalbankingreport.com/trends/2026-retail-banking-trends-and-priorities/?YouTubeIV50 This…
- The Growth Opportunity in Your Data · 48 minLifecycle 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…
- How Gamification Can Increase Relationship Growth · 11 minSomebody 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…
- Your Rewards Program Secret Weapon · 11 minThe 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…
- Bank of America's Loyalty Rewards Reset · 29 minBank 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…
- Marketing is Still Not AI Ready · 12 min2026 State of Financial Marketing report is available for free at https://www.digitalbankingreport.com/trends/2026-state-of-financial-marketing/?YouTube More than half of the…
- The Technical Debt Your Vendors Control · 11 minYour 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…
- Fifth Third Succeeds Through Empowered Employees · 46 minMelissa 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…
- Banking’s AI Gap: Faster Tasks, Same Results · 11 minWe 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…
- How to Find Real Differentiation in Banking · 11 minMost 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…
- Customer Experience, Straight Up, with Jay Baer · 59 minCustomer 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…
- The Growth Your NPS Can't See · 11 minYour 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…
- Serving the Businesses Hiding in Your Portfolio · 12 minThere 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…
- Building the AI-Forward Bank · 52 minOnly 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…
- The Hidden Cost of Your KYC Process · 12 minYour 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…
- Organic Growth is Within Your Daily Reporting · 10 minOrganic Relationship Growth is Easier Than Prospecting and Available Daily Your cheapest growth engine is the customer whose transaction history you're already holding. Every…
- What Technology Can't Fix · 51 minLay a new core over a broken process, and the process just runs faster. Darius Wise told his staff the credit union was not good at what it did. Red Rocks was coming off two…
- The Credit Moment Banks Keep Missing · 9 minBanks and credit unions rate higher than the fintechs on buy now, pay later. J.D. Power scores bank programs at 704 for customer satisfaction, compared with 603 for fintechs…
- Why Your Next CEO Needs More Than Tenure · 11 minDeep institutional experience isn't enough for the job ahead. New thinking alone isn't either. Your next CEO has to bring both. CEOs in financial services stay in the seat about…
- How to Maximize Relationship Depth · 43 minA new account costs a bank or credit union over $400 to win, yet more than 40% go inactive within the first year. In this episode of Banking Transformed, Jim Marous talks with…
- The Insight Gap Inside Your Bank · 10 minYour bank knows the customer. The employee sitting across from that customer usually does not. Banks and credit unions have spent millions learning about the people they serve…
- The Branch as a Digital Growth Engine · 11 minBranch networks in the United States are growing again, yet only 9% of consumers name branches as their preferred way to bank. Both facts are true because the branch’s job has…
