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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How Banking-as-a-Service has Made Webster Bank Future-Ready

Banking Transformed
Matthew Smith, Head of Digital Banking and Banking as a Service at Webster Bank, discusses why Webster Bank decided to pursue the BaaS strategy an...
Listen to How Banking-as-a-Service has Made Webster Bank Future-Ready

Reimagining Customer Engagement with Intelligent Texts

Banking Transformed
Scott McArthur, CRO of Statflo, discusses the power of intelligent conversational texts, and how this channel can improve satisfaction and financi...
Listen to Reimagining Customer Engagement with Intelligent Texts

Banking on the Metaverse

Banking Transformed
Ray Wang, Founder and Chairman of Constellation Research, untangles the hype from the likely reality and provides a clearer view of where the pote...
Listen to Banking on the Metaverse

Why New Banks are Taking Over the World

Banking Transformed
Philippe De Backer and Juan Gonzalez from Arthur D. Little discusses the challenges facing traditional banking organizations and the actions that ...
Listen to Why New Banks are Taking Over the World