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.

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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

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The Rise of Technosocialism: An Opportunity of a Lifetime

Banking Transformed
Brett King discusses what the future may look like, what is inevitable, and what can be altered if humans take the appropriate action.
Listen to The Rise of Technosocialism: An Opportunity of a Lifetime

5 Keys to a Successful Data-Driven Strategy in Banking

Banking Transformed
Jason White and Mark Leher discuss the development and execution of a truly transformational data-driven business strategy for financial institutions.
Listen to 5 Keys to a Successful Data-Driven Strategy in Banking

Smaller Banks Risk Losing Digital Customers

Banking Transformed
Craig McLaughlin discusses the results of the Harris research and provides insights into how smaller organizations must respond to the digital experience.
Listen to Smaller Banks Risk Losing Digital Customers

The Need to Create Differentiated Digital Banking Experiences

Banking Transformed
Lane Martin discusses the challenges firms face in putting a digital strategy in place, and the path to an effective and attractive digital platform.
Listen to The Need to Create Differentiated Digital Banking Experiences