Jim Marous
- Co-Publisher, The Financial Brand
- Owner and CEO, Digital Banking Report
- Owner and Host, Banking Transformed with Jim Marous
Cleveland
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Articles by Jim Marous
Your Bank Can’t Personalize What Your Customer Data Can’t See
Online Version: https://thefinancialbrand.com/news/bank-marketing/your-bank-cant-personalize-what-your-customer-data-cant-see-199806 By Jim Marous, Co-Publisher of The Financial Brand, CEO of the Digital Banking Report, and host of the Banking Transformed podcast Subscribe Now! Stay on top of all the latest news and trends in the banking industry. Consent Granted* I accept the Terms & Conditions.
How BofA’s Rewards Bet Is Changing the Loyalty Equation
Online Version: https://thefinancialbrand.com/news/customer-experience-banking/how-bofas-rewards-bet-is-changing-the-loyalty-equation-199775 By Jim Marous, Co-Publisher of The Financial Brand, CEO of the Digital Banking Report, and host of the Banking Transformed podcast Subscribe Now! Stay on top of all the latest news and trends in the banking industry. Consent Granted* I accept the Terms & Conditions.
Too Many Banks Are Sitting on a Small Business Growth Engine
Online Version: https://thefinancialbrand.com/news/business-banking/too-many-banks-are-sitting-on-a-small-business-growth-engine-199675 By Jim Marous, Co-Publisher of The Financial Brand, CEO of the Digital Banking Report, and host of the Banking Transformed podcast Subscribe Now! Stay on top of all the latest news and trends in the banking industry. Consent Granted* I accept the Terms & Conditions.
Your Bank’s Front Door Shouldn’t Keep Good Customers Out
Online Version: https://thefinancialbrand.com/news/banking-fraud/your-banks-front-door-shouldnt-keep-good-customers-out-199302 By Jim Marous, Co-Publisher of The Financial Brand, CEO of the Digital Banking Report, and host of the Banking Transformed podcast Published on August 31st, 2026 in Fraud Subscribe Now! Stay on top of all the latest news and trends in the banking industry. Consent Granted* I accept the Terms & Conditions.
Your Bank’s Biggest Data Risk May Be What Your Employees Can’t See
Online Version: https://thefinancialbrand.com/news/customer-experience-banking/your-banks-biggest-data-risk-may-be-what-your-employees-cant-see-199188 By Jim Marous, Co-Publisher of The Financial Brand, CEO of the Digital Banking Report, and host of the Banking Transformed podcast Subscribe Now! Stay on top of all the latest news and trends in the banking industry. Consent Granted* I accept the Terms & Conditions.
Give Every Branch a Job That Digital Banking Cannot Do
Online Version: https://thefinancialbrand.com/news/banking-branch-transformation/give-every-branch-a-job-that-digital-banking-cannot-do-199065 By Jim Marous, Co-Publisher of The Financial Brand, CEO of the Digital Banking Report, and host of the Banking Transformed podcast Subscribe Now! Stay on top of all the latest news and trends in the banking industry. Consent Granted* I accept the Terms & Conditions. The branch has a new job, and most banks have not clearly defined it yet.
Why banks pull back from lower-credit borrowers
Posted 6/11/26 Credit One Bank reports that banks are pulling back from lending to lower-credit borrowers, mainly due to perceived credit risks and costs, not regulation. This item is available in full to subscribers. E-mail Password Print and web subscribers If you're a print and web subscriber, but do not yet have an online account, click here to create one. Non-subscribers Click here to see your options for becoming a subscriber.
Why banks pull back from lower-credit borrowers
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Why banks pull back from lower-credit borrowers Original
Many households don’t think twice about their monthly subscription costs. Streaming services alone can total more than $100, but that doesn’t surprise anyone. Ask the same household to pay an annual credit card fee, and the reaction flips, even though it could be less than their subscriptions combined. A new study from the Digital Banking Report, sponsored by Credit One Bank and authored by industry strategist Jim Marous, found this very contradiction at the heart of consumers’ conundrum.
Why banks pull back from lower-credit borrowers
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Stop Managing B2B Payments Like It’s 2010
Online Version: https://thefinancialbrand.com/news/payments-trends/stop-managing-b2b-payments-like-its-2010-197729 By Jim Marous, Co-Publisher of The Financial Brand, CEO of the Digital Banking Report, and host of the Banking Transformed podcast Published on June 3rd, 2026 in Payments Subscribe Now! Stay on top of all the latest news and trends in the banking industry. Consent Granted* I accept the Terms & Conditions.
Alkami Launches First-to-Market Business Banking Digital Maturity Assessment
Alkami Technology, Inc. (Nasdaq: ALKT) (“Alkami”), a leading cloud-based digital banking solutions provider for financial institutions in the U.S., announced today the launch of its Business Banking Digital Maturity Assessment. Built only for financial institutions, this first-of-its-kind innovative tool was derived from a recent study that was published in partnership with Emerald Research Group and financial services influencer Jim Marous.
Dopamine Banking: How Fintechs Redefine Customer Experience • UXDA
Today’s Fintech disruptors and neobanks are igniting our brains’ reward centers with flashy visuals, gamified challenges and social interactivity that practically beg us to keep coming back for more. This is the effect of “Dopamine Banking,” where finance meets emotions and entertainment, and every tap of your smartphone is engineered to delight and reward. It ultimately changes how we think about financial services. Buckle up, because the future of finance just got exhilarating.
Alkami Unveils New Research on Business Banking Digital Maturity
Alkami Technology, Inc. (Nasdaq: ALKT) (“Alkami”), a leading cloud-based digital banking solutions provider for financial institutions in the U.S., in partnership with industry expert Jim Marous and the Emerald Research Group, announced today the release of a comprehensive new study on business digital maturity in banking.
Banking's Next Chapter: 5th Anniversary Special (Part One)
« VIEW FULL LIST OF BANKING PODCASTS Today, we’re turning the tables. In celebration of our 5th anniversary at Banking Transformed, I’m honored to be interviewed my senior producer, Leah Haslage, from Evergreen Podcasts. In this first part of a two-part episode, we discuss the journey of the Banking Transformed podcast, the evolution of the banking industry, and insights into the future of financial services.
Move beyond traditional marketing to embrace AI-driven personalization
Only 25% of banks say their marketing is either predictive or prescriptive, so the industry needs help modernizing its customer engagement approach. As digital competitors continue to raise the bar for customer experience, traditional banks and credit unions must evolve their personalization capabilities or risk losing customer relationships.
Move Beyond Traditional Marketing to Embrace AI-Driven Personalization
Olly Downs, Curinos's Chief Technology and AI Officer, discusses how financial institutions can overcome personalization bottlenecks, leverage AI technology, and deliver truly personalized experiences at scale in an increasingly competitive banking landscape. Facebook Twitter LinkedIn Email Print Only 25% of banks say their marketing is either predictive or prescriptive, so the industry needs help modernizing its customer engagement approach.
Move Beyond Traditional Marketing to Embrace AI-Driven Personalization
Online Version: https://thefinancialbrand.com/news/personalization/move-beyond-traditional-marketing-to-embrace-ai-driven-personalization-182720 Olly Downs, Curinos's Chief Technology and AI Officer, discusses how financial institutions can overcome personalization bottlenecks, leverage AI technology, and deliver truly personalized experiences at scale in an increasingly competitive banking landscape.
The future of banking is personal
While much attention has been paid to the unique preferences of younger consumers like Gen Z, Q2’s research, conducted in partnership with Harris Poll, found more similarities than differences across age groups regarding banking. A few key findings: 74% of consumers across all generations want more personalized experiences from their financial institutions. 66% are comfortable with their bank or credit union using their data to provide personalized experiences.
Why the Future of Banking is Personal
Online Version: https://thefinancialbrand.com/news/personalization/the-future-of-banking-is-personal-181998 New research from Q2 reveals surprising similarities in banking preferences across generations while highlighting opportunities for financial institutions to create more personalized experiences. By leveraging data and emerging technologies, banks and credit unions can build deeper relationships with customers of all ages.
Winning in an Era of Fragmented Banking Relationships
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Dave Feuer, the Chief Product Officer at Galileo In an era of digital transformation reshaping the financial landscape, understanding shifts in consumer behavior is crucial for banks and credit unions aiming to stay competitive. Today, we have Dave Feuer, the Chief Product Officer at Galileo, on the Banking Transformed Podcast.
Desire for Data-Driven Personalization Unites Demographic Segments
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Jaime Dominguez, Principal Product Manager at Q2 Today on the Banking Transformed podcast, we’re joined by Jaime Dominguez, Principal Product Marketer at Q2, to discuss their groundbreaking report on cross-generational banking preferences. This study, conducted in partnership with Harris Research, offers crucial insights into how financial institutions can deliver personalized experiences across different age groups.
Relationship fragmentation is killing loyalty: How should banks respond?
According to research by Galileo Financial Technologies in collaboration with Datos Insights, the fragmentation of banking relationships is changing the competitive dynamics of the banking industry. Consumers are flocking not only to the largest banking organizations but also to digital-only organizations. In most cases, consumers aren’t closing existing relationships.
Relationship Fragmentation is Killing Loyalty: How Should Banks Respond?
Banks have long believed that delivering core banking services inevitably leads to ownership of their customers' full financial needs. That's becoming a dangerous myth, according to a new report on emerging consumer behaviors across multiple generations. Facebook Twitter LinkedIn Email Print According to research by Galileo Financial Technologies in collaboration with Datos Insights, the fragmentation of banking relationships is changing the competitive dynamics of the banking industry.
The Art of Standing Out in Financial Service Marketing
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Eric Fulwiler, co-founder and CEO of Rival In an industry where products and services often seem indistinguishable, financial institutions must differentiate themselves and create meaningful connections with their audiences. From leveraging cutting-edge marketing strategies to crafting unique brand narratives, banks, and credit unions must create engagement by providing daily value.
Nine takeaways from Citi’s deep dive into Gen AI and banking
Artificial intelligence is not new to the banking industry. For more than a decade, banks have been leveraging AI in fraud detection, credit scoring, and more recently, customer service through chatbots and virtual assistants. These applications improve operational efficiency and enhance the overall banking experience for customers and members.
Rethinking Innovation During Unparalleled Change
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Don Relyea, Chief Innovation Officer at U.S. Bank In an era of unprecedented change and disruption, innovation has become a critical driver of success for banks and financial institutions. But how can a large, established bank with thousands of branches and employees foster a culture of innovation and stay ahead of the curve?
Executing Digital Banking Transformation with Fintech Partnerships
by Jim Marous Financial institutions are increasingly partnering with fintech firms and third-party solution providers to modernize digital banking experiences. These collaborations improve the speed and scale of innovation, often replacing core providers and saving money compared to creating solutions internally. The top strategic priority in banking transformation continues to be improving the digital banking experience for current and prospective customers.
CMO Unplugged: The Art and Science of Marketing in the Future
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Melissa Stevens, Executive Vice President and CMO of Fifth Third Bank In today’s rapidly evolving financial landscape, marketing has become a crucial driver of success for banks and credit unions. As consumer expectations shift and digital disruption accelerates, the role of the Chief Marketing Officer has never been more critical – or more complex.
The Future of Banking: Beyond the Glass
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Derek White, CEO of Galileo As digital technologies rapidly transform the financial services landscape, banks and credit unions face the challenge of adapting to evolving consumer behaviors and expectations. In this episode of the Banking Transformed podcast, recorded live at the Financial Brand Forum, we’re thrilled to welcome back Derek White, CEO of Galileo and a true pioneer in digital banking and financial technologies.
LendingClub's Vision for the Future of Digital Banking
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Scott Sanborn, CEO of LendingClub Today on Banking Transformed, we have the privilege of revisiting Scott Sanborn, CEO of LendingClub, the leading digital marketplace bank in the U.S. Since its inception, LendingClub has challenged the traditional banking model, leveraging technology and data to deliver better rates and products to its members.
Alkami Unveils Game-Changing Digital Maturity Assessment Tool for Financial Institutions
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Allison Cerra, Chief Marketing Officer at Alkami In an era where digital transformation is reshaping the financial services landscape, Alkami Technology, Inc. has taken a bold step forward with the launch of their Digital Sales & Service Maturity Model Assessment. This groundbreaking tool empowers banks and credit unions to evaluate their digital maturity and provides actionable insights to navigate their digital journey.
The importance of primacy in banking
A perfect storm confronts legacy banks. Fee revenue and mortgage income are steadily eroding while acquisition costs mount amid fierce competition. Adding to these challenges, consumers are increasingly defecting legacy financial institutions, enticed by simplified offerings from disruptive upstarts. Behind these marketplace realities looms an even bigger threat – the demotion of long-trusted institutions from primary financial status.
Size Doesn't Always Define Digital Maturity
Conventional wisdom views technology leadership as a game of resources - the deepest pockets build the best experiences. A new research study reveals that more financial resources do not always translate to more digital maturity for financial institutions. Facebook Twitter LinkedIn Email Print While financial services and technology behemoths overall set the pace for digital maturity in banking, some far smaller players demonstrate equal or greater digital prowess.
Alkami Releases Research to Measure Digital Maturity in Financial Institutions
Alkami Technology, a leading cloud-based digital banking solutions provider for financial institutions in the U.S., today launched the Alkami Digital Sales & Service Maturity Model, based on research conducted across 215 US financial institutions with at least $200 million in assets and completed in December of 2023.
GenAI: Banking’s best offense in challenging times
Just over a year ago, large language models like ChatGPT burst onto the scene, opening the door to both unprecedented AI capabilities but also new challenges. For banking executives, several questions needed to be addressed. Where can generative AI alleviate structural weaknesses and boost productivity? How can it elevate customer experiences and increase engagement? How can generative AI impact innovation and what risks accompany rapid adoption?
Banking's Best Offense in Challenging Times
While every banking executive understands that generative AI will transform banking, few fully understand the potential scope of this change. With so much at stake, now is the time to create strategies and actions that can take advantage of the opportunities across the organization. Facebook Twitter LinkedIn Email Print Just over a year ago, large language models like ChatGPT burst onto the scene, opening the door to both unprecedented AI capabilities but also new challenges.
Banking's Best Offense in Challenging Times
Just over a year ago, large language models like ChatGPT burst onto the scene, opening the door to both unprecedented AI capabilities but also new challenges. For banking executives, several questions needed to be addressed. Where can generative AI alleviate structural weaknesses and boost productivity? How can it elevate customer experiences and increase engagement? How can generative AI impact innovation and what risks accompany rapid adoption?
Mike Walsh: GenAI Will Unlock the Potential of Human Intelligence
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Mike Walsh, futurist, speaker & author of ‘The Algorithmic Leader’ I’m thrilled to have global futurist Mike Walsh back on the Banking Transformed podcast. Mike’s expertise in AI-powered organizations and his vision for the Fifth Industrial Revolution offers invaluable insights for businesses navigating the rapidly evolving landscape of technology.
Retail banking customers seek better rates and experiences as satisfaction plateaus
According to the J.D. Power 2023 U.S. National Banking Satisfaction Study℠, higher interest rates created some momentum last year among customers opening more products with their primary bank, especially CDs. But the data also signals storm clouds ahead: Customers are increasingly opening deposit accounts with alternative organizations, such as online banks, wealth management firms and other non-bank competitors, drawn not only by higher rates but better experiences.
Retail Banking Customers Seek Better Rates and Experiences As Satisfaction Plateaus
After two years of declines, overall satisfaction with retail banks has inched up a bit, according to the 2023 U.S. National Banking Satisfaction Study from J.D. Power. But the increase was marginal at best, with overall satisfaction remaining well below pre-pandemic levels.
Playing catch up: Top trends banks are prioritizing in 2024
In 2021, banks placed an emphasis on basic digital capability expansion. The focus landed predominantly on new payment options, better integrating uneven customer touchpoints, and simplifying at least initial online applications for improved convenience. These priorities signaled banks recognizing vast mobile and web experience gaps left unfilled during the 2010s for most legacy organizations.
Top Trends Banks Are Prioritizing
The 2024 retail banking trends research reveals a significant strategic evolution over the past 4 years as institutions scramble to address digital disruption impacts on consumers. What remains concerning is the lack of correlation between anticipated personalization trends and the commitment to prioritizing data, AI and predictive engagement. Facebook Twitter LinkedIn Email Print In 2021, banks placed an emphasis on basic digital capability expansion.
Banking at the Precipice: Navigating the Fifth Industrial Revolution
The Fifth Industrial Revolution promises unprecedented hyper-personalization through technologies like AI and ambient computing that anticipate individual needs. Financial institutions must collaborate with innovative partners to embed customized financial experiences where consumers manage lifestyle needs or risk losing relevance to platforms better positioned for this new era.
Unlocking the promise of AI for loyalty in banking
My son started his job right after he finished college, with his first real paychecks and new responsibilities including finding a place to live, financing a car and thinking about the financial impact of proposing to his girlfriend. During one of our regular calls, he asked me a question about a subject school didn’t prepare him for: “What is the correlation between applying for and using credit and my credit score?” In that brief moment was a world of potential for financial institutions today.
How AI for Can Increase Financial Engagement for Banks
To drive enduring customer engagement, financial institutions must address adoption hurdles like trust and infrastructure readiness, the capabilities to enhance education, anticipatory guidance driven by AI and cross-channel orchestration.
Five of the best: Top AI guides and case studies for 2024
Author: Jim Marous (The Financial Brand) Date: July 5, 2023 Executive summary: Inside his new book, “Rewired: The McKinsey Guide to Outcompeting in the Age of Digital and AI,” Eric Lamarre and his co-author took a deep dive into the digital transformation and AI imperatives that every banker should be keeping an eye on.
Adapting for a 2024 Digital Banking Success
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Pål Krogdahl, Director of Technology Strategy and Advisory Services at Samlink I’m excited to welcome Pål Krogdahl, Director of Technology Strategy and Advisory Services at Samlink, to the Banking Transformed podcast. Pål recently co-authored an insightful report titled “Banking Outlook: Navigating the Transformative Trends in Banking,” providing an in-depth look at the key forces reshaping the industry.
The future of retail banking: A look into the crystal ball
The 2024 Retail Banking Crystal Ball research project gathered input from large global and national banks as well as regional banks, community institutions, credit unions, fintech firms, vendors and advisors spread across North America, Europe, Asia and other regions. To answer questions facing financial institutions as we enter the new year, the Digital Banking Report asked people in the industry to provide their projections regarding what will happen in the future … and when?
Inside Story: Ally & Microsoft Groundbreaking AI Collaboration
« VIEW FULL LIST OF BANKING PODCASTS FEATURING: Priya Gore, General Manager at Microsoft and Sathish Muthukrishnan, CIO at Ally The launch of Ally’s self-built AI platform Ally.ai in collaboration with Microsoft represents a measured yet trailblazing foray into next-gen technologies for banking. Rather than reacting to hype, Ally has taken a principled approach focused on productivity, security, scalability and an improved customer experience.
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