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Episode 12. Jim Marous: Futureproofing finance part 2 – Customer engagement, branding and next-level innovation in banking

Host: Chloe James, Banking Uncovered Co-host, RFI Global
Date: November 7, 2024
Region: Global
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Customer engagement in banking is shifting from passive loyalty to active engagement, driven by innovation and increasing customer expectations. Today’s customers want banks that understand their unique needs, offer quick and simple account setups, and provide a personalised experience.

But what is the difference between a fabulous relationship and being intrusive?

Banking Uncovered host Chloe James, speaks to Jim Marous, a top 5 retail banking influencer, global speaker, podcast host and co-publisher at The Financial Brand about the evolving landscape of customer experience (CX) and engagement in financial services. They explore how banks must prioritise personalisation beyond broad segmentation and embrace partnerships with fintech’s to offer streamlined, intuitive experiences that build trust and loyalty.

They discuss how traditional banks and fintechs should take advantage of the data they have on their customers, what’s next for innovation in banking, and much more.

In the second of two podcasts, Jim and Chloe dive into the challenges financial institutions face with the rising pressure to embrace personalised, customer-driven experiences in a tech-driven world.

Topics discussed include:

  • What customer engagement means today and how to excel
  • The importance of personalised engagement and how customers expect banks to understand their unique goals, preferences and financial patterns
  • The huge and under-utilised value that data and customer insight bring
  • What financial institutions can learn from GPS systems, Amazon Prime and Disney
  • The next level of innovation in banking and how to deliver meaningful innovation
  • The imperative for convenience and speed
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Podcast resources

Episode 11. Jim Marous: Futureproofing finance part 1 – Digital innovation, AI and the dawn of the fintech

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Episode 7: Why financial institutions are slowly moving away from their traditional ways  

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