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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Humanized Digital Engagement Propels Growth in Banking

Banking Transformed
Katherine Regnier, CEO of Coconut Software, shares how banks and credit unions can bridge the gap between digital and physical client experiences ...
Listen to Humanized Digital Engagement Propels Growth in Banking

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...
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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