Embrace change, take risks, and disrupt yourself

Hosted by top 5 banking and fintech influencer, Jim Marous, Banking Transformed highlights the challenges facing the banking industry. Featuring some of the top minds in business, this podcast explores how financial institutions can prepare for the future of banking.

Listen on Apple Podcasts Listen on Spotify Listen on Pandora

How COVID-19 Redefined Consumer Expectations in Banking

While COVID-19 forced people into a digital-only lifestyle, there was still a desire for humanized experiences. Some banks and credit unions were prepared to deliver these personalized digital engagements, while others fell short of expectations at the worst possible time.

More than ever, consumers are looking for assurance and comfort regarding their finances and want their financial institution to know them, understand them and reward them. They are also highly sensitive to efforts that feel self-serving or inauthentic.

To understand how consumer expectations have been transformed during the pandemic, we are joined by Beth Johnson, chief experience officer at Citizens Bank. In the episode, we discuss the findings of the bank’s inaugural Banking Experience Survey, which looks at the ways consumer expectations have changed and what financial institutions must do in the short and long term to succeed.

Recent Episodes

View All

The Future of Open and Embedded Banking at Truist

Banking Transformed
Anthony Burton, SVP of connected banking, open finance, and embedded banking at Truist, shares how Truist is embracing this opportunity and how th...
Listen to The Future of Open and Embedded Banking at Truist

Your Back Office: The Missing Piece of Great CX

Banking Transformed
Nicole Nevulis, Global Senior Director at Verint, shares how banks and credit unions can transform the back-office to become a competitive differe...
Listen to Your Back Office: The Missing Piece of Great CX

MX: The Next Frontier of Money Experiences

Banking Transformed
Jim Magats, the CEO of MX, shares how he and his team see MX moving forward, and the importance of data and insights as the foundation of the enti...
Listen to MX: The Next Frontier of Money Experiences

Accelerating Innovation for Financial Institutions of All Sizes

Banking Transformed
Kris Kovacs, president and CEO of Constellation Digital Partners, discusses how financial institutions that deliver the innovations that best sati...
Listen to Accelerating Innovation for Financial Institutions of All Sizes