Banking Transformed with Jim Marous

Most banks still treat AI as a faster way to do the same work. Citibank believes the entire operating model of banking is about to change.

Recorded live at the Financial Brand Forum, Driss Temsamani, Head of Digital at Citi and author of The Agentic Bank, explains why the next phase of AI is not about chatbots or isolated use cases. It is about rebuilding how banks deploy software, organize teams, serve customers, manage operations, and create decisions at scale.

We discuss why software development costs are collapsing, why subject matter expertise becomes more valuable in an AI-driven organization, how agentic systems could reshape customer engagement, and why technologies like blockchain may become foundational to the future of financial services infrastructure.

This conversation goes well beyond automation. It looks at what banking may become once intelligence is embedded into every part of the organization.

Hosted by Jim Marous, Co-Publisher of The Financial Brand and Owner and Publisher of the Digital Banking Report.

#Banking #AI #AgenticAI #DigitalBanking #BankingTransformed #Citi #Fintech #CustomerExperience

Banks are collecting more customer data than ever before. Yet most institutions still do not understand the customer any better.

In this Banking Insights episode, I explain why that gap is widening, what Bank of America has built with Erica over 3.2 billion conversations, and why the real advantage in banking is shifting from collecting information to learning from it in real time.

Drawing from my conversation with Jorge Camargo, Head of Digital Platforms at Bank of America, I explore why most personalization strategies still fail, why transaction histories are not customer insight, and why the institutions that win will be the ones that ask better questions and act on what they learn.

#Banking #DigitalBanking #AI #CustomerExperience #BankingTransformed #Fintech #Erica #BoA

Most banks still treat AI as a chatbot or efficiency tool. Bank of America built something much bigger.

In this live conversation from the Financial Brand Forum, Jorge Camargo, Head of Digital Platforms at Bank of America, explains how Erica evolved from a simple virtual assistant into infrastructure supporting 65 million clients across consumer banking, wealth management, and treasury services. Today, Erica is becoming the foundation for how Bank of America approaches agentic banking.

We discuss what 3.2 billion customer conversations revealed about consumer behavior, why proactive engagement matters more than reactive service, and how Bank of America is moving from AI as a destination to AI embedded throughout the customer experience.

Hosted by Jim Marous, Co-Publisher of The Financial Brand and Owner and Publisher of the Digital Banking Report. Subscribe to Banking Transformed for new episodes multiple times each week.

#Banking #AI #AgenticAI #DigitalBanking #BankingTransformed #BankofAmerica #CustomerExperience #Fintech

Is your bank being unbundled without realizing it?

Most banking leaders are still watching the obvious disruptors. But the bigger threat may be happening behind the scenes, as software platforms, embedded finance, and agentic AI begin to reshape how financial services are delivered and who owns the customer relationship.

In this episode, Rex Salisbury, founder of Cambrian, joins me to discuss what these shifts mean for traditional banking, why legacy moats are weakening, how seriously bankers should take Nubank's long-term U.S. potential, and what leaders need to do now to stay relevant.

In this episode:

• Why financial risk often shows up in strategy long before it shows up in earnings

• What Nubank's model signals for the future of competition in banking

• Why banks need to think beyond products and toward platforms, ecosystems, and execution

#BankingTransformed #Fintech #RetailBanking #DigitalTransformation #AgenticAI #EmbeddedFinance #Nubank #BankStrategy #FutureOfBanking #Cambrian #RexSalisbury

Most banks think they have an attrition problem under control because the closure numbers still look healthy.

But customers are not leaving the way they used to.

They are opening accounts at Chime, SoFi, Robinhood, Cash App, and Acorns while keeping their old bank relationship open. The direct deposit stays, and the account stays active, and even the dashboard says everything is fine.

Meanwhile, more spending, more engagement, and more deposits quietly move somewhere else.

In this episode, I break down what I call “silent attrition” and why the first outbound transfer matters more than the eventual account closure. Using data from J.D. Power, Cornerstone Advisors, Accenture, and a real-world engagement with a $10 billion institution, I explain why traditional retention metrics no longer reflect customer reality, how challenger brands are winning share of wallet without triggering alarms, and what banks can do right now to identify customers who are already halfway out the door.

Because by the time the account closes, the relationship has usually been gone for years.

#Banking #DigitalBanking #Fintech #CX #AI #CustomerRetention #attrition #BankTransformation