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

What Makes Navy Federal a Perennial CX Leader?

With an immediate shift to a work-at-home reality and increased use of digital channels, organizations need to think beyond immediate operational challenges, anticipating consumer’s need for increased emotional engagements, improved personalization and a new focus on experiences beyond daily transactions.

Not to be forgotten is the need to invest in best-in-class digital capabilities and functionality, as consumers are becoming increasingly intolerant of poor digital performance.

To understand the COVID impact on customer experience, we are joined by Harley Manning, vice president and research director for Forrester’s customer experience practice. Pam Piligian, SVP of marketing and communications from Navy Federal Credit Union also joins us.

In the episode, we discuss how the pandemic has changed CX in banking and how Navy Federal Credit Union continues to deliver industry leading customer experiences.

Recent Episodes

View All

Winning the Battle for Trust Against Fintech Firms

Banking Transformed
Nikhil Lele, the principal for digital transformation at EY, discusses the shift in financial services loyalty and what banks and credit unions can do.
Listen to Winning the Battle for Trust Against Fintech Firms

Differentiation Requires Personalized Digital Banking Experiences

Banking Transformed
Colleen Dabbs, director of solution consulting for Fiserv, discusses the importance of creating digital solutions.
Listen to Differentiation Requires Personalized Digital Banking Experiences

LendingClub is Well Positioned for Future Growth

Banking Transformed
Scott Sanborn, CEO of LendingClub, shares his perspective on how the LendingClub platform can leverage the loyalty of borrowers.
Listen to LendingClub is Well Positioned for Future Growth

Why a Big Bank Executive Jumped to a Digital Credit Union

Banking Transformed
Dennis Devine, CEO at Alliant Credit Union, shares his perspective on how Alliant delivers the best of digital.
Listen to Why a Big Bank Executive Jumped to a Digital Credit Union