Banking Reinvented

92% of bank leaders feel prepared for agentic AI, but only 36% have funded strategies to act on it. Meanwhile, 87% of AI-related projects never make it to production. In this episode of Banking Reinvented, recorded live at ENGAGE Americas in Nashville, host Tim Rutten sits down with Eugene Deeny, Principal Industry Advisor at Endava, to explore what stands between banks and AI at scale.Eugene argues that the gap between strategic intent and operational readiness is an architectural problem that decades of incremental improvement within fragmented operational silos have made significantly harder to close. The digital transformation journey of the last decade and the AI journey share the same prerequisites, but the difference is that AI is not giving anyone a decade to get there.The conversation also covers what it takes to organize a bank for AI adoption, why governance and transparency matter more than organizational structure, and why the institutions that will lead are the ones addressing the constraints that have always been there.

After more than two decades inside established banks, Fatbardha Rino founded JetBank - Albania's first fully licensed digital bank - to build what she had always believed banking could be. In this episode of Banking Reinvented, host Tim Rutten sits down with her to unpack what it takes for a bank to go from initial setup to live operations in six months, without branches, legacy debt, or inherited processes.Fatbardha speaks about the decisions that made that possible - from hiring for character and emotional readiness over experience alone, to outsourcing development and IT entirely, to designing the full architecture upfront and confirming what was genuinely needed before buying anything.The episode also covers how JetBank chose its hero products based on specific customer behavior in the Albanian market, and why 50,000 people registered on the waiting list in the first two to three weeks - before the bank had processed a single transaction.

Theodora Lau spent 20 years in telecom and tech before turning her focus to the well-being of consumers at the intersection of technology and money. She is the founder of Unconventional Ventures and author of Banking on Artificial Intelligence, and she has spent the last decade exploring what it means to serve a consumer well.In this episode of Banking Reinvented, Theodora joins host Tim Rutten to make the case that the shift in consumer behavior is already happening, and most banks are not in the room when it does. 51% of AI users are already asking financial questions through AI tools, and the institutions not showing up in those results are missing the signals, the data, and the relationship moments that everything else depends on.The conversation covers the structural gap between neobanks and incumbents, why Nubank's 113 million customers are a product of asking different questions rather than building different products, and why the real threat to traditional banks is not a dramatic exodus but silent attrition.Curious to find out more about AI in banking? Check out our content hub.

Pedro Bizarro has spent 15 years building the AI systems banks use to make real-time decisions on billions of transactions. As Co-Founder and Chief Science Officer at Feedzai, he has seen what responsible AI requires.In this episode of Banking Reinvented, Pedro joins host Tim Rutten to make the case that safety, fairness, and accuracy in AI are engineering decisions made at the start of the build, not compliance checkboxes added at the end. He walks through FairGBM, Feedzai's open source model that optimizes simultaneously for decision quality and fairness across age and gender, and why the industry was wrong when it told him he had to choose between the two.The conversation covers the asymmetry between banks and fraudsters, why fraud has become one of the top crimes in the world surpassing heroin and cocaine, and why the answer has to involve anonymous cross-institutional data sharing. Pedro also introduces RiskFM, Feedzai's new foundation model purpose-built for financial crime - designed from scratch for millisecond inference at banking scale, not adapted from LLM architecture built for something else entirely.Curious to find out more about AI in banking? Check out our content hub

The credit union sector is consolidating quickly. In the United States alone, a sector that once counted over 20,000 institutions has shrunk to around 4,000. In Canada, the number has fallen below 300. In this episode of Banking Reinvented, recorded at ENGAGE Americas in Nashville, host Tim Rutten sits down with Adrian Moise, Founder and CEO of digital transformation firm Aequilibrium, to explore what it takes to survive and thrive in this environment.Adrian challenges some of the most deeply held assumptions in the industry. Feature parity, widely treated as a non-negotiable during mergers and platform migrations, is in his view one of the most expensive decisions a credit union can make. He argues that it imports legacy baggage, stifles differentiation, and risks stripping away the very value proposition that made an acquired brand worth buying in the first place. He also argues that even though the topic of AI dominates every conference agenda in financial services, most institutions remain stuck in pilots and limited sandboxes. More often than not, the obstacle is the data. Dirty, fragmented, and unintegrated, it does not get cleaner when you add an AI layer on top. Instead, it gets amplified.Tune in to also learn why in today’s market, the speed at which an organization learns is one of the most consequential advantages, and how the institutions best positioned to lead are running the cycles of iteration - shipping, learning from real users, and improving continuously.

Season 2 Episode 2 of Banking Reinvented steps into a world where client bases are smaller, relationships run deeper, and every interaction carries more weight - investment banking.Host Amjad Ramahi sits down with Fatima Mansoor, Head of Client Relations at SICO, a leading regional asset manager and investment bank based in Bahrain. With nearly two decades at the firm - from broker to leading client relations - Fatima brings a practitioner's perspective on how client expectations have evolved and what it actually takes to bring AI into a high-touch, trust-driven business.Together, they explore how SICO is using AI to handle the admin and analysis so relationship managers can focus on high-value client engagement, why the hybrid model - digital tools and human advisory working as one - delivers a better experience than either alone, and what it takes to shift mindsets in an industry where people still see AI as a threat rather than an enabler.Tune in to hear how SICO is rethinking client relations, navigating cultural nuances across the Middle East's diverse client base, and putting the client at the center of every technology decision.Check out our content hubTimestamps (00:00) – Welcome to the "Banking Reinvented" podcast(00:46) – Introduction to Fatima Mansoor(02:03) – How client expectations have evolved over two decades(04:34) – Building trust through technology, not despite it(06:25) – The hybrid model: AI and human advisory working as one(08:26) – Understanding what clients actually expect(09:05) – AI in action: portfolio insights, self-service, and 360 client views(10:42) – Why human interaction still matters - and how AI makes it better(13:04) – Removing friction: faster decisions, better client outcomes(15:56) – Personalizing the investment experience at scale(17:23) – Building an agile ecosystem for the next 5-10 years(19:31) – The biggest barrier to AI adoption: mindset, not technology(21:49) – Proving value through real test cases, not roadmaps(25:04) – Why transformation has to be driven from leadership(29:23) – Advice for driving change from within(29:44) – Using AI to strengthen regional culture and identity(32:07) – Personalizing across a diverse, multicultural client base(34:22) – The biggest opportunity ahead: hybrid, personalized, ethical(34:58) – Final words: every decision starts and ends with the client

Suresh Balaji, Group CMO of Lloyds Banking Group, joins Banking Reinvented to unpack what it really takes to run a fintech transformation at the UK’s largest digital bank. The conversation covers restructuring a 250-year-old bank into agile cross-functional platforms, rolling out enterprise AI to 45,000 employees, and launching new brand platform "Bank on Lloyds." He also walks us through "Project Turing," Lloyds' blind experiment putting human creatives, AI engineers, and a hybrid team against each other to deliver the same campaign brief, judged by a jury that included behavioral economist Rory Sutherland. Plus, you’ll learn about the Three T's framework he uses to navigate transformation and the Royal Society motto that guides how he thinks about AI tools.

This episode of Banking Reinvented captures a panel from a recent Backbase event. The conversation brought together three practitioners with very different points of view on what modernization looks like inside a bank today.Eugene Denny, Principal Industry Advisor at Endava, Lila Canaj, Chief Retail Officer at Tirana Bank, and Illia Dragan, CPO at Salt Edge covered the following questions: how do you decide what to modernize first? What does it take for AI to deliver beyond the pilot stage? And what separates banks that are genuinely transforming from those running expensive IT projects nobody outside notices?Tune in to listen to Lila share how Tirana Bank cut consumer lending from two days to 20 minutes, became the second bank in Albania to launch end-to-end digital onboarding, and what the shift to agile squads did to the relationship between business and IT. You’ll also listen to Eugene lay out the five building blocks banks need before AI can really run - and why most banks are reaching for the model before they've built the foundation. Illia makes the case that KYC remains one of the least reformed processes in banking, and that the next frontier of open finance is cross-entity ecosystems most banks haven't started thinking about yet.Curious to find out more about customer-centric banking?Step into the future of finance -> Check out our content hub

Private banks and wealth managers have been paying a fragmentation tax for over a decade. Relationship managers toggle across five systems just to prepare for a single client meeting. Annual reviews feel like initial intakes. Investment proposals go out as 60-page PDFs and die in inboxes. While humans found ways to cope with this and bridge the gaps among fragmented systems, AI can't deliver reliable results under these same circumstances.In this episode of Banking Reinvented, Tim Rutten is joined by Jules Bordat, Principal Wealth Expert and Go-to-Market Lead at Backbase, to explore what happens to private banking and wealth management when AI enters an operation that was never designed to support it.Jules argues that the fragmentation problem most boardrooms thought they'd addressed five years ago looks completely different with AI in the picture - and the gap between institutions that act now and those that wait is about to widen fast. The conversation gets into what’s required to close the gap, including: Building a credible 2-3 year North Star while finding wins in 3-4 months when making a transformationWhy bringing the client experience and rethinking the lifecycle is the next differentiator in wealthHow AI-native signals encourages RMs and advisors to move client information from their notebooks to a unified intelligence layerThe real opportunity, Jules argues, isn't cutting admin time, but restoring the human element of the relationship itself.Jules also shares his prediction on the role hyperscalers like Anthropic will play in wealth management - and why it looks less like disruption and more like infrastructure.

In Episode 99 of Banking Reinvented, Tim Rutten sits with Dharmesh Mistry, CEO of Vision 20 20 Consulting, to explore a question that reframes the entire core banking debate: What if the answer isn't replacing the core or wrapping it, but hollowing it out - and letting agentic AI fill the space?Dharmesh has been credited with delivering the UK's first mobile banking app, one of the UK's first online banks, and an early prototype of the single customer view at Lloyds in the late 1980s. Today, through his writing at Fintech Futures and his consulting work, he's building the case for a fundamentally different operating model in banking.The conversation covers a lot of ground:Why piecemeal AI adoption produces local returns and nothing more?Why does architecture have to come before everything else?Why does the shift from extracting value to exchanging value change what banks should be asking AI to do?Why is the window to move first - and move right - narrowing faster than most leadership teams realize?Tune in to hear a sharp, honest conversation about the biggest transformational moment banking has seen in decades - and what it takes to be on the right side of it.Curious to find out more about customer-centric banking?Step into the future of finance -> Check out our content hub

Heidi Custers, Strategy and Transformation Director at Backbase, sits down with Wessel Oosthuizen, co-lead of the AWS AI and Data team for Deloitte Africa, to work through why bank AI programs stall - and what it actually takes to fix them.Their starting point is a Deloitte statistic from a recent report that frames the whole conversation: 84% of companies haven't redesigned a single job around AI. Wessel argues that banks are making real technology investments while leaving their people and operating models exactly where they found them. As a result, the tech moves, but the organization doesn't.Heidi pushes on the practical reality for regulated institutions - how to move fast without gutting compliance, why standalone AI pilots rarely stick, and how a front-to-back wedge approach lets business unit leaders reimagine their own processes without waiting for a top-down mandate.They also get into wealth management, regional AI maturity, and the limits of Western-trained models, arguing that the real constraint on AI in banking isn't the technology; it's whether the people, the processes, and the data behind it were built for the world the bank operates in today.Step into the future of banking -> Check out our content hubTimestamps00:00 Introduction01:12 The Deloitte 2026 State of AI report - what 84% tells us04:49 Employees using AI in secret - the hidden adoption problem06:24 Why standalone AI pilots fail to move the needle09:12 Building a fast operating model inside a regulated bank14:05 The wealth management use case - context graphs in practice18:31Starting small - capturing advisor knowledge before scaling20:00 Regional differences - innovation fatigue in Europe vs. Africa's leapfrog moment25:38 Why AI models trained on Western data get Africa wrong29:09 The next decade belongs to better operating models, not better channels

Episode 97 of Banking Reinvented shares one of the most impactful panel discussions from the Engage London event organized by Backbase.Four of the sharpest minds in banking and technology took the stage to cut through the AI noise - and get real about what's actually happening in the industry. Dave Murphy from Publicis Sapient, Marcus Martinez, Industry Advisor at Microsoft, Kanishka Bhattacharya, a Partner at Bain & Company, and host Tim Rutten covered everything from the AI use cases gaining real traction in banks today, to the organizational, talent, and leadership challenges that slow transformation down. No hype. Just honest, experience-backed perspectives from people driving change at scale.The conversation went deep on where AI is delivering impact right now - from compliance automation to back-office efficiency - and where it's heading next, including the rise of AI agents and what the future of customer engagement in banking could look like.They panelists also tackle the harder questions: how to scale AI responsibly, what the cost equation really looks like, and what banks should do first to get moving. If you're thinking about where to start - or how to go faster - this one's worth your time.–Curious to find out more about customer-centric banking?Step into the future of finance. Check out our content hub.

Episode 96 of Banking Reinvented tackles one of the most important strategic questions facing mutuals and building societies: how do you grow ambitiously without losing the purpose that defines you?Host Tim Rutten sits down with Andy Deeks, CEO of Leek Building Society in the UK, to explore how purpose-driven institutions can scale sustainably while staying true to their members. Together, they discuss why growth isn't just a financial target but a way to create more value for members, colleagues, and local communities, how smaller institutions can embrace new technology and why having an integrated business and technology strategy helps with longer-term thinking, and what it takes to lead with clarity when the pressure to do everything is constant.Tune in to hear how a mid-sized building society is proving that purpose and ambition aren't in tension - they're the same thing.Curious to find out more about customer-centric banking?Step into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast(00:26) – Introduction to Andy Deeks(01:34) – What Leek Building Society is all about(03:40) – What's top of mind: focus, clarity, and strategic discipline(05:17) – Growth strategy: what growth really means for a mutual(08:30) – Why purpose creates clarity in decision-making(09:11) – Being member-centric as a mid-sized mutual(12:16) – You don't shrink to greatness: the case for ambitious growth(12:45) – Technology vision: augmenting the human connection(17:23) – Why smaller institutions can move faster than the big players(18:43) – Turning agility into a competitive advantage(20:33) – Finding the right technology approach for your institution(22:55) – Building an integrated business and technology strategy(25:23) – Key takeaway: the power of purpose-driven leadership(27:54) – When purpose clicked: a personal story(30:04) – Episode wrap-up

Episode 95 of Banking Reinvented explores a challenge every bank faces: how do you modernize legacy architecture while keeping pace with global innovation? And what does AI transformation really require beyond new technology?Host Tim Rutten sits down with Valbona Dhjaku, Advisor to CEO on IT and Digitalization at Credins Bank. Valbona holds a PhD in computer science, teaches at the University of Tirana, and spent two decades leading IT strategy and digital transformation at CREDINS Bank, Albania's second largest bank and the first private bank with Albanian capital. Currently, she's transitioning into the electronic money and payment space.Using Albania's entry into SEPA as the first Western Balkan nation as a case study, Tim and Valbona unpack the architectural challenges banks face when legacy monolithic cores collide with modern payment infrastructure. The conversation goes deeper into why AI transformation demands revolutionary change to operating models, not just incremental technology upgrades, and what's actually blocking banks from unlocking AI's full potential.Tune in to hear what transformation looks like when you're building foundations and embracing the future at the same time - lessons that apply whether you're in an emerging market or a mature banking system.–Curious to find out more about customer-centric banking? Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast(00:24) – Introduction to Valbona Dhjaku(01:56) – Valbona's 25-year journey in Albanian banking and technology(04:06) – Albania joins SEPA: the first Western Balkan nation(05:33) – The real challenge: legacy systems vs. modern payment infrastructure(08:29) – Digital banking penetration and competitive context in Albania(11:04) – Albania as an emerging economy: building foundations while innovating(14:08) – The unique pressure of parallel transformation(15:33) – Private banking and market evolution in a young economy(17:35) – Teaching at university: the gap between education and industry needs(20:20) – AI in Albanian banking: where are investments happening?(23:25) – Why AI is revolution, not evolution(24:20) – The biggest challenge: changing mentality and operating models(26:25) – Women in banking leadership: competence, ownership, and confidence(30:04) – The future of payments in Albania over the next five years(33:23) – Episode wrap-up

Episode 94 of Banking Reinvented M&A is back in U.S. banking. The deals are getting done. The headlines are flowing.But here's what most banks get wrong: announcing the merger is the easy part. The real value gets created or destroyed in what happens next.In this episode, Tim Rutten sits down with Brett Mastalli, Senior Partner and Banking Practice Lead at West Monroe, and Nate Porter, Director specializing in M&A and Digital Banking, to explore why most bank integrations fail to capture their promised synergies, and what separates the winners from the ones that struggle for years.They discuss the four load-bearing pillars of integration excellence, the classic pitfalls that derail post-merger value creation, and how modern digital platforms are becoming the secret weapon for de-risking tech conversions while accelerating time to value.Explore how Backbase helps banks modernize their technology and accelerate M&A integration → Check out our content hub

Episode 93 of Banking Reinvented asks an uncomfortable question: In the race toward AI and automation, have banks forgotten what made them valuable in the first place?Host Amjad Ramahi, Director of Solutions Engineering for Middle East & Africa at Backbase, sits down with Reham Sabri, AGM and Senior Director of Premium Banking at Commercial Bank of Qatar. Reham leads the Sadara and Private Banking segments, serving high-net-worth clients who expect digital convenience and deep human connection in equal measure.She's not anti-technology. Her argument is sharper: AI is a given. Digital is expected. Human trust is the real differentiator - especially when clients aren't just optimizing returns, but making decisions about legacy, family, and life.Together, they dig into what "high-tech, high-touch" actually looks like in practice, why relationship managers remain the true competitive advantage when products are commoditized, and where banks keep getting digital transformation wrong.Tune in to hear why the future of banking is human - not despite AI, but because of it. Check out our content hubTimestamps (00:00) - Welcome to the "Banking Reinvented" podcast(00:24) - Introduction to Reham Sabri(01:13) - Why "the future is human" in a world obsessed with AI(04:06) - A customer story: when digital-savvy clients still need human advice(07:08) - Balancing high-tech and high-touch in premium banking(09:22) - Mapping customer journeys and listening to feedback(11:52) - Hiring for empathy: what Reham looks for in relationship managers(15:24) - Training customers on financial literacy and digital tools(18:58) - The Young Bankers and Young Investors programs(24:57) - What makes a bad digital experience in banking(29:03) - Where banks go wrong in digital transformation(33:48) - AI transformation: keeping the human element intact(37:16) - Moving from product-centric to experience-centric banking(41:09) - How to measure empathy: KPIs beyond assets under management(44:12) - Final advice: why banks must shift to an experience model(47:37) - Episode wrap-up

Episode 92 of Banking Reinvented explores how banks can navigate global uncertainty while building new value creation models for the future.Host Tim Rutten sits down with Roland van der Vorst, Head of Innovation at Rabobank and CEO of Rabo Carbon Bank, to discuss what it means for a bank to provide stability in turbulent times - and why that requires looking outward, not just inward. Together, they explore how AI is reshaping banking from the inside out, why the biggest threat to banks isn't competitors but empowered clients, and the cultural shifts required to foster genuine innovation.Tune in to hear why curiosity - not just growth mindset - is the foundation for navigating disruption, how professional services will split between commodity and specialty work, and what it means to translate future value into present-day benefits for clients.–Curious to find out more about customer-centric banking?Step into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast(00:25) – Introduction to Roland van der Vorst(01:03) – What is Rabo Carbon Bank?(02:09) – Global uncertainty and what's driving the turbulence(03:44) – How our view of the future has changed across centuries(06:17) – What banks should focus on: stability, balance sheets, and risk assessment(07:08) – AI compared to electricity, not the internet boom(08:49) – Why the client - not competitors - is the real disruptor(12:16) – Examples of client-led disruption: M&A, wealth management, cross-sell(14:47) – Three ways AI will reshape professional services(18:17) – The irreplaceable value of human experience and judgment(21:45) – Why curiosity is the key cultural driver for innovation(24:09) – Curiosity vs growth mindset: what comes first(26:44) – What sets humans apart from machines(28:16) – New value creation models: risk-as-a-service and digital assets(30:00) – Translating future value into present benefits: the Carbon Bank example(31:29) – Key takeaways and episode wrap-up

Episode 91 of Banking Reinvented explores how smaller financial institutions can punch above their weight through smart, continuous modernization.Host Tim Rutten sits down with Ben Nadel, Co-Founder of Woodhurst, a consultancy specializing in helping mid-tier banks and building societies transform their operations. Together, they discuss why size can be an advantage when driving change, the importance of top-down commitment and strategic investment, and how to balance digital ambition with the local, member-first values that define mutual organizations.Tune in to hear why transformation is never "done," what it takes to simplify fragmented tech stacks, and how the best mid-sized institutions are building for the long game while staying true to their roots.

In Episode 90 of Banking Reinvented, host Heidi Custers speaks with Rom Atapattu, Co-founder and Group CEO of the Patronus Group, about how private banking is changing and what that means in practice.Drawing on more than 25 years across Swiss and UAE private banking, Rom shares his perspective on the Great Wealth Transfer, AI-supported relationship banking, shifting client expectations, and why trust, judgment, and personal context still sit at the heart of wealth advice.The conversation also explores what private banks often get wrong, why most client conversations are not about money, and how new wealth hubs like Mauritius are emerging alongside more established markets.Step into the future of finance -> Check out our content hubTimestamps (00:00) – Welcome to Banking Reinvented(00:24) – Introduction to Rom Atapattu(02:15) – The evolution of Swiss private banking: from secrecy to compliance(06:40) – The single biggest shift in 25 years of wealth management(11:20) – The Great Wealth Transfer: $83 trillion moving to Millennials and Gen Z(13:55) – How next-gen wealth clients are fundamentally different(18:14) – AI won't replace advisors - it will make them superhuman(21:30) – Every client has a story: why personalization matters in private banking(25:15) – Building Banque Patronus: disrupting wealth in Mauritius(32:39) – Why most private banking conversations aren't about portfolios(34:02) – Private banking as the original "beyond banking" experience(35:19) – The biggest mistake banks make: one-size-fits-all wealth management(38:09) – What happens when digital fails the next generation of clients(43:15) – Key takeaways and final thoughts(45:30) – Episode wrap-up

Episode 89 of Banking Reinvented explores how building societies are modernizing while preserving the personal touch that defines mutual banking.Host Tim Rutten sits down with Susanne Parry, Chief Operating Officer at Cumberland Building Society (The Cumberland), to discuss how mutuals can deliver digital-first experiences without losing the human connection that makes them different. Together, they explore the unique challenges building societies face in transformation, how to design digital journeys that feel personal, and why financial wellness could become the defining differentiator for mutuals competing against larger commercial banks.Tune in to hear how The Cumberland is reimagining member journeys, empowering colleagues with data and digital tools, and proving that modernization doesn't have to mean losing what makes mutuals special.–Curious to find out more about customer-centric banking? Step into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast (00:30) – Introduction to Susanne Parry (02:45) – The Cumberland's transformation journey (08:20) – Building relationships in a digital world (15:40) – Designing digital experiences that feel human (22:10) – Preserving emotional connection in an automated world (28:35) – Journey orchestration: the "human + digital" model (34:50) – Reimagining key member journeys (41:15) – Blending technology with empathy at scale (47:30) – Empowering teams through data and digital tools (53:45) – Personalizing interactions across channels (59:20) – Financial wellness as a mutual differentiator (1:05:40) – The evolving role of building societies (1:11:25) – Key takeaways and final thoughts (1:14:00) – Episode wrap-up

Private banking is being redefined. Not by abandoning personal relationships, but by augmenting them with smarter technology, unified platforms, and proactive engagement that meets clients where they are.In this episode, host Alex Jimenez sits down with Dean Indot, Director of the Private Client Group at Western Alliance Bank. With over 20 years in banking and wealth management, Dean brings a sharp perspective on what it takes to build a modern private client experience that balances high-touch advisory with high-tech enablement.Together, they explore the emerging private client group model at Western Alliance, where AI is making the biggest impact in client onboarding today, how banks can unify retail and wealth into one cohesive experience, the influence of creator-led financial education on trust and client expectations, and what younger clients demand as the great wealth transfer accelerates.Tune in to hear how private banking is evolving from reactive service to proactive relationship building, and why the banks that get platform architecture right will win the next generation of wealth clients.Step into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast(00:26) – Introduction to Dean Indot(02:38) – Launching the Private Client Group at Western Alliance(06:07) – AI's most practical use case in wealth onboarding(09:49) – Unifying retail banking and wealth management(12:35) – Working with advisors without competing(14:46) – How creator-led financial education influences client trust(17:15) – The great wealth transfer and younger client expectations(21:18) – Digital expectations without losing the human touch(24:19) – Balancing self-service with high-touch advisory(26:01) – What's redefining premium service in private banking(29:35) – Final thoughts and key takeaways(31:43) – Episode wrap-up

Episode 86 of Banking Reinvented explores how the Philippines’ largest bank is bridging physical and digital channels to deliver seamless, customer-first experiences at scale.Host Tim Rutten is joined by BDO Unibank’s Romeo Josef “RJ” de la Cruz, Head of Digital Applications & Delivery, and Levy Mariñas, Head of Digital Apps Delivery, who lead the teams powering BDO’s mobile and web platforms. Together, they discuss how BDO is unifying its digital architecture, accelerating time-to-market, and expanding access through its “phygital” strategy, where in-branch, online, and mobile banking work as one.Tune in to hear how BDO tripled digital wallet adoption, plus how they’re driving financial inclusion and preparing for the next wave of AI-powered personalization, efficiency, and fraud prevention.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Romeo Josef “RJ” de la Cruz -> Levy MariñasStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:31) – Introduction to RJ, Levy, and BDO Unibank(05:14) – The value of a “phygital” transformation(09:02) – The 2-3 year ambition roadmap(10:25) – Balancing innovation with security and trust(13:38) – Collaboration with a fintech partner(15:51) – Key use cases(18:03) – Navigating a competitive market(20:52) – Harnessing the power of AI(25:45) – Key learnings and takeaways(31:12) – Episode wrap-up

Episode 86 of Banking Reinvented explores how wealth management is evolving from an exclusive service for the ultra-wealthy into an accessible, personalized experience for broader client segments.Host Tim Rutten sits down with Mindaugas Vaičiulis, Head of Technology and Senior Vice President at Danske Bank, where he leads the Wealth Planning & Investments Tribe. Together, they discuss how digital innovation is democratizing wealth management, what a truly seamless hybrid model looks like when digital and human advisory work as one continuous experience, and how banks can deliver hyper-personalization at scale without losing the trust and empathy that define great advisory relationships.Tune in to hear how technology is reshaping the advisory value proposition and what it takes to make high-quality investment guidance accessible across all client segments.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Mindaugas Vaičiulis-> Danske BankStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast(00:26) – Introduction to Mindaugas and Danske Bank(04:00) – Democratizing wealth management(07:56) – Differentiating across channels(10:32) – Human vs. digital experiences(14:06) – The role of AI in wealth management(19:16) – Bringing the “segment of one” to life(25:43) – The optimistic and pessimistic views on AI(31:36) – Owning the client experience(33:52) – Episode wrap-up

Episode 85 of Banking Reinvented marks a milestone, our first Africa Spotlight conversation hosted by Amjad Ramahi. In this episode, we explore how AI is reshaping financial services across the continent and why Africa is uniquely positioned to lead this next wave of innovation.Amjad sits down with George Njuguna, Founder of GNK Consulting and former CIO of Safaricom, to discuss the continent’s readiness for AI. With over 24 years in banking and fintech across sub-Saharan Africa, George brings a powerful perspective on how AI can drive intelligent financial inclusion, simplify complex information across diverse languages, and unlock opportunities for millions who remain excluded from traditional banking.Together, they explore Africa's leapfrogging advantage from mobile money to modern AI-driven banking, the practical use cases already delivering value, and why education is Africa's greatest accelerator. George calls for early AI literacy, local model development, and leadership grounded in curiosity and collaboration.Tune in to hear why Africa's hunger for innovation, young population, and mobile-first foundation make it uniquely positioned to shape the future of AI-enabled banking.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Amjad Ramahi-> George Njuguna-> Jouk PleiterStep into the future of finance -> Check out our content hubTimestamps (00:00) Welcome and introduction to George Njuguna(01:12) Why Africa will not miss the intelligence revolution(02:57) How AI fits into Africa’s innovation journey(03:43) AI as an enabler of inclusion and access(05:23) Breaking language and literacy barriers(06:40) Building Africa’s talent pipeline through education(09:59) Technology, culture, and preserving African heritage(12:04) Real AI use cases in African banking(15:11) Governance, cybersecurity, and building AI guardrails(18:12) Collaboration, policy, and leadership in the AI era(21:18) Curiosity as a key leadership mindset(23:31) Lessons from the Jacquard loom and embracing innovation(27:04) Africa’s opportunities in the next wave of transformation(29:35) Rethinking SME credit and powering local value creation(32:17) How M-Pesa shaped Africa’s financial landscape(41:19) Final advice for banking CEOs

Episode 84 of Banking Reinvented dives into how Asia’s banks are answering a wake-up call from e-wallets, digital challengers, and shifting customer expectations, turning disruption into opportunity through AI, agility, and collaboration.Host Tim Rutten is joined by Delfin “Doc Jay” Sabido, Chief Innovation & Transformation Officer at Chinabank (Philippines), to discuss how the 105-year-old bank is reinventing itself through trusted digital experiences, ecosystem partnerships, and intelligent automation.Tune in to hear how Chinabank is balancing speed with security, leveraging partnerships to combat fraud and accelerate innovation, and experimenting with agentic intelligence to drive efficiency and personalization.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Delfin Jay Sabido (Doc Jay)-> Chinabank (PH)Step into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:19) – Introduction to Doc Jay(02:20) – Backbase’s AI pivot(03:45) – The remit of a Chief Transformation Officer(07:46) – The “wake up” moment for digital transformation(10:13) – The role of ecosystem partnerships(14:30) – Using AI for operational efficiency(18:32) – Getting buy-in from the boardroom(23:51) – The evolution of Agentic AI(29:00) – Predictions for Asian banking in 2026(34:33) – Leadership learnings from Doc Jay(39:39) – Episode wrap-up

Episode 83 of Banking Reinvented explores the evolution of commercial banking through the lens of payments innovation and AI transformation.Host Tim Rutten sits down with Ad van der Poel, Chief Commercial Officer at HSBC Innovation Banking in the U.K., to discuss how commercial banking is being reshaped by emerging technology, shifting client expectations, and new competitive dynamics. With 25+ years in payments and treasury, Ad shares his vision for what meaningful innovation looks like and where banks need to move faster.Together, they explore the convergence of AI and payments, the rise of embedded finance, and why commercial banking transformation isn't just about technology: it's about relationships, speed, and delivering real business outcomes for high-growth innovators.Tune in to hear a candid conversation about where AI will drive the most impact, what's blocking faster adoption, and how commercial banks can compete in a world where fintech and Big Tech are raising the bar.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Tim Rutten-> Ad van der Poel-> HSBC Innovation BankingStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast (00:32) – Introducing Ad van der Poel (02:15) – Ad's 25+ year journey in payments and commercial banking (06:40) – What meaningful innovation in commercial banking looks like (11:20) – The commercial banking landscape: next 3-5 years (16:45) – How client expectations are shifting - and fast (21:30) – Competition from fintechs and Big Tech in commercial banking (27:10) – Where AI will have the biggest near-term impact (32:50) – Treasury, payments, and risk: AI use cases in action (38:20) – The role of relationship management in an AI-powered world (43:15) – Key enablers for AI adoption in commercial banking (49:00) – What's blocking faster AI implementation (54:30) – The importance of data architecture and unified platforms (59:45) – Building vs. buying: the platform decision (1:04:20) – Key takeaways and final thoughts (1:07:10) – Episode wrap-up

Episode 82 of Banking Reinvented dives into the evolving world of embedded finance and how it’s reshaping the banking landscape for both financial institutions and end-customers.In this episode, host Tim Rutten sits down with Michał Kurowski, Director of Strategy& Poland (Part of PwC Poland). Together, Tim and Michał unravel what embedded finance really means and how banks can integrate products like payments, loans, and insurance seamlessly into the digital experiences consumers use every day. They also discuss the roles that banks, tech companies, and other players occupy in these emerging ecosystems, as well as the opportunities and challenges they present.Listen now to learn more about embedded finance, including promising use cases, transformational priorities, and how traditional banks can position themselves for success.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Michał Kurowski-> Strategy&-> PwC PolskaStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:24) – Introduction to Michał(01:40) – Recent developments in embedded finance(03:33) – The evolution of embedded finance(06:31) – AI’s role in embedded finance(09:12) – Leveraging embedded finance partnerships(16:46) – Promising use cases(21:51) – Foundational capabilities for embedded finance(29:09) – Key takeaways(30:37) – Episode wrap-up

Episode 81 of Banking Reinvented dives into the forces reshaping how banks operate, compete, and deliver value in a digital-first world.Host Tim Rutten sits down with Panagiotis Kriaris, Director and Head of Business & Corporate Development at Unzer, to explore the fundamental shifts in banking business models. Together, they discuss the growing gap between customer expectations and what banks can actually deliver, the role of core modernization in closing that gap, and where AI is making the biggest impact right now.Tune in to hear how technology is driving real business transformation and what banks need to get right to compete in the next era of financial services.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Tim Rutten-> Panagiotis Kriaris-> UnzerStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the "Banking Reinvented" podcast(00:30) – Introduction to Panagiotis Kriaris(02:15) – The fundamental shifts in banking business models(09:45) – The gap between customer expectations and bank capabilities(17:20) – Where core modernization fits in the transformation journey(24:50) – What banks need to get right during the transition(32:10) – AI's biggest impact areas in banking today(41:30) – Key takeaways and final words(43:45) – Episode wrap-up

Episode 80 of Banking Reinvented explores the evolution of AI in banking and capital markets, from the early days of deterministic models to the dawn of agentic AI and beyond.Host Tim Rutten is joined by Sam Ahmed, Managing Director, APAC, at Swarm Dynamics and Founding Partner of Deriv Asia X. Together, they unpack how AI has transformed from simple analytics to complex, autonomous systems that revolutionize how banks detect risk, optimize operations, and understand human behavior. From governance to guardrails, this episode challenges leaders to consider not just how AI can accelerate banking transformation, but how it can do so responsibly.Tune for a candid, thought-provoking exploration of what equitable AI could mean for the future of finance.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Sam Ahmed-> Swarm DynamicsStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:24) – Introduction to Sam(02:17) – The evolution of AI in banking(10:22) – Upskilling for AI(18:17) – Error rates of humans vs. AI(19:23) – The risks of AI monopolization and job replacement(27:48) – The role of AI regulators(30:23) – Applying AI to executive decision-making and beyond(44:34) – Key takeaways(46:43) – Final thoughts from Sam on AI risk(50:22) – Episode wrap-up

Episode 79 of Banking Reinvented dives into the future of fraud prevention and identity protection, exploring how AI-powered solutions are revolutionizing the fight against financial crime.Host Tim Rutten sits down with Nuno Sebastião, Co-Founder and CEO of Feedzai, as well as Jouk Pleiter, Founder and CEO of Backbase, to discuss the challenges that financial institutions face in a digital-first world. Together, they explore the exponential rise of deep fakes, synthetic IDs, and fraud factories, the convergence of cybersecurity and risk management, and the role that Agentic AI plays in transforming banking operations, from fraud detection to workflow automation.Tune in to hear a candid, forward-looking conversation about what it takes to stay ahead of fraudsters, disrupt your bank before others do, and build resilience in an AI-native world.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Nuno Sebastião-> FeedzaiStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:24) – Introduction to Nuno and Jouk(01:25) – The Feedzai journey(05:23) – Disrupting your bank before someone disrupts you(07:35) – The exponential challenge of deepfakes and AI-powered fraud(13:29) – Emerging trends for combatting fraud(19:50) – The fraud prevention journey in banking so far(22:19) – How to actually implement cutting-edge fraud prevention(26:48) – Cultural requirements for driving change(29:51) – Where to start with implementation(33:48) – Embracing composability in a heavily regulated industry(36:39) – The obsolescence of onboarding tools(40:52) – Centralizing ID: the role of governments and banks(43:09) – Using AI to streamline operations and boost productivity(59:43) – The importance of sticking to a plan(1:01:17) – Key takeaways and final words(1:03:41) – Episode wrap-up

Episode 78 of Banking Reinvented explores what the future of banking in APAC could look like by 2026, from the rise of AI-driven personalization to the growth of embedded finance and digital-first challengers.In this episode, host Tim Rutten is joined by David Jimenez Maireles, fintech influencer and Fractional Digital Advisor at D19 Advisory. David shares his predictions for how the region’s banks will close the gap between promise and performance, using his nearly two decades of experience working in digital banking at Banco Santander, ING, and TNEX Vietnam.Together, they discuss how AI can make banking more human, what it takes to thrive when super apps and e-commerce players are embedding financial services, and why successful digital banks are built on platform thinking and customer-centric design.Tune in to hear the technologies, trends, and mindsets that will define banking success in 2026 and beyond.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase -> Jouk Pleiter -> Tim Rutten -> David Jimenez MairelesStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:24) – Introduction to David(04:26) – AI appetite in Asia(08:55) – Using AI for growth and engagement(12:45) – Neobank competitors and their key differentiators(16:21) – How APAC banks are leaning in for AI(19:26) – Key use cases for Asian banks(23:35) – The ideal banking tech stack(29:34) – The tipping point of AI usage(36:38) – Key learnings from David(40:39) – Episode wrap-up

In the sixth episode of our commercial banking takeover, Peter Tapling of PTap Advisory joins guest host Alex Jimenez to explore the intersection of faster payments, fraud risk, and trust in commercial banking. Learn how to balance the adoption of new rails like FedNow with client education, fraud prevention, and smart execution strategies. If you’re leading modernization efforts, this episode is essential listening.Interested in the space where payments, fraud, and tech converge? Discover more insights on our content hub featuring podcasts, whitepapers, and beyond.–Follow us on LinkedIn:-> Backbase-> Alex Jimenez-> Peter TaplingTimestamps(00:00) – Welcome to the “Banking Reinvented” commercial banking takeover(01:12) – Common myths about faster payments(02:16) – Core challenges for modernizing payment systems(05:30) – Who should lead faster commercial payments(08:13) – Balancing speed with risk mitigation(12:04) – Overcoming blockers from payment providers(16:44) – Tech vulnerabilities for commercial institutions(18:28) – Examples of improving commercial workflows with faster payments (23:40) – Thinking about creating rails vs. using older ones(26:53) – Adopting faster payments without a clear roadmap(30:10) – How faster payments intersects with embedded finance/open banking(35:49) – The mindset shift in commercial banking(37:08) – Episode wrap-up

Episode 76 of Banking Reinvented explores how financial institutions across Asia can prioritize modernization for real impact, from AI-native operating models to cross-border growth opportunities.Host Tim Rutten is joined by Cyrus Daruwala, Partner Director-Asia at 3A Ventures International and Executive Director at the ASEAN Economic Forum, who advises some of the world’s largest banks and regulators on practical modernization, data, and AI. Together, they discuss why ASEAN’s trade flows are placing banks at the center of growth, how AI is reshaping both the front and back office, and what leaders must modernize first to balance speed, resilience, and ROI.Tune in to hear pragmatic insights on what modernization really looks like in practice, why AI is now the baseline for banking, and how leadership teams can steer through hype cycles to build future-ready financial institutions.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Cyrus DaruwalaStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:24) – Introduction to Cyrus(01:11) – Banking during geopolitical uncertainty(03:06) – The unprecedented nature of AI in banking(07:00) – Dynamics of the ASEAN region(11:47) – The role of incumbents in ASEAN(13:54) – What’s next for tech transformation in the region(20:32) – Where to start with AI transformation(23:37) – Use cases of AI in banking(29:49) – Leadership skills needed to leverage AI(33:14) – Training and upskilling for AI(37:00) – Main takeaways from Cyrus(45:36) – Final thoughts from Cyrus(47:47) – Episode wrap-up

In the fifth episode of our commercial banking takeover, Alan Koenigsberg, founder of Koenigsberg Insights and former Global Head at Visa, sits down with guest host Alex Jimenez to share how banks can modernize working capital, embedded finance, and B2B infrastructure. This episode is packed with insight into scaling safely, transforming legacy systems, and building operational models that last.For more on treasury transformation and infrastructure strategy, explore the expert content now live on our content hub.–Follow us on LinkedIn:-> Backbase-> Alex Jimenez-> Alan Koenigsberg-> Koenigsberg InsightsTimestamps(00:00) – Welcome to the “Banking Reinvented” commercial banking takeover(00:57) – Blind spots in commercial payments(02:34) – Embedded finance and working capital innovation(05:02) – Managing credit profiles with data(07:06) – Best ways to approach digital transformation(12:27) – Over-engineering and under-investing in commercial payments(15:28) – Selling a solution vs. selling a rail/capability(19:11) – Trends on how banks get treasury digitization wrong(22:34) – Leveraging AI in commercial payments(27:20) – Crypto’s impact on the commercial/cross-border space(30:36) – Using quantum computing to build quickly and safely(36:13) – Macro forces shaping the next wave of working capital innovation(40:38) – Top three priorities for treasury and payments(44:57) – The biggest disconnect between fintech partnerships and long-term value creation(47:53) – Key takeaway from Alan(49:47) – Episode wrap-up

In episode 74 of Banking Reinvented, host Tim Rutten is joined by Adrian McPhee, CTO at Backbase, for a candid conversation about how banks can move beyond buzzwords to achieve meaningful change with the power of AI.Together, they discuss the critical building blocks for AI success, from data management and risk frameworks to organizational mindsets and regulatory collaboration. Adrian also shares first-hand stories of building AI-powered platforms, the challenges of scaling innovation, and why understanding customer intent is key to the next wave of digital banking.Tune in for practical strategies for embracing AI safely, aligning technology with business goals, and preparing your team for the future of financial services.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Adrian McPheeStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:42) – Introduction to Adrian(08:27) – Separating AI’s hype from its transformative potential(11:48) – The AI zeitgeist in the market(15:48) – AI’s amplifier effect(17:32) – Foundational capabilities for harnessing AI(22:30) – Innovating at the pace of the regulator(26:49) – AI’s evolution in banking(28:45) – Deploying and monitoring AI vs. traditional systems(30:27) – The importance of being AI native/fluent(34:31) – The next big wave in AI transformation(36:41) – Episode wrap-up

Episode 72 of Banking Reinvented explores how AI, open banking, and new operating models are fundamentally reshaping the financial services industry.Host Tim Rutten welcomes back Jarno van Hurne, VP Product and Head of Digital Banking, to unpack the hottest topics in retail, business, and commercial banking today. Together, they dive into everything from the rise of neobanks to the escalating challenge of digital fraud, as well as how banks can partner with fintechs to deploy AI-powered defenses.Tune in for a candid look at how banks can move beyond incremental change, embrace AI-native thinking, and position themselves for long-term success in a rapidly shifting landscape.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Jarno van HurneStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:23) – An introduction to Jarno(03:50) – Open banking news from JPMorgan Chase(07:30) – The death of open banking in the U.S.(12:55) – The fraud zeitgeist in banking(18:11) – The continued rise or Revolut and Nubank(22:54) – The importance of being AI-native(27:50) – The appetite for AI in traditional banking(30:52) – How to think AI-first(34:13) – Top use cases for AI in banking(40:35) – Episode wrap-up

In the fourth episode of our commercial banking takeover, Jessika Wood, SVP of Commercial Payment Products at Fifth Third Bank, joins guest host Alex Jimenez to explore how banks can simplify complexity and scale growth through smarter commercial payments. With insights from fintech and traditional banking, Jessika shares what it takes to move from siloed services to integrated money movement ecosystems.Looking to reshape your bank’s payments strategy? Visit our content hub for deeper insights on commercial innovation.–Follow us on LinkedIn:-> Backbase-> Alex Jimenez-> Jessika Wood-> Fifth Third BankTimestamps(00:00) – Welcome to the “Banking Reinvented” commercial banking takeover(01:00) – The biggest disconnect between client needs and actual experiences(06:17) – Friction that’s holding back commercial payment innovation(09:24) – The changing expectations of commercial payments buyers(14:48) – Structuring your portfolio to simplify complexity(16:28) – Aligning product with compliance and growth(21:03) – Key factors that enable growth(24:43) – Building relationships between bankers and product leaders(26:54) – Keeping teams focused on value delivery(30:18) – The future of commercial payments(31:44) – Building a commercial payments experience from scratch(33:26) – Skillsets needed to grow payments franchises(36:34) – Key takeaway from Jessika(36:50) – Episode wrap-up

In the third episode of our commercial banking takeover, Jack Hubbard of The Modern Banker joins guest host Alex Jimenez to talk about modernizing the commercial banking sales playbook. From trust-based selling and power questions to effective second meetings and blended outreach strategies, this episode is a masterclass in how to sell through conversation, not pressure.Want practical tools to elevate your commercial sales game? Head to our content hub for more expert interviews and actionable insights.–Follow us on LinkedIn:-> Backbase-> Alex Jimenez-> Jack Hubbard-> The Modern BankerTimestamps(00:00) – Welcome to the “Banking Reinvented” commercial banking takeover(00:57) – Timeless principles that banks accidentally ignore(04:55) – The evolving role of commercial relationship managers(08:56) – The mindset shift required to meet modern buyer expectations(15:46) – The importance of trust-based selling(21:53) – Factors that kill sales momentum(25:00) – Using LinkedIn to land meetings(29:50) – Successfully coaching your teams for success(33:38) – Mastering hybrid selling models(37:03) – Old-school habits that work (and others that don’t)(39:32) – Jack’s advice for the new generation of bankers(40:44) – Jack’s key takeaway(41:03) – Episode wrap-up

Episode 70 of Banking Reinvented explores the future of payments modernization and digital identity in banking, as financial institutions race to meet rising customer expectations for seamless, secure experiences.Host Tim Rutten welcomes Entrust’s Tony Ball, President of Payments and Identity, as well as incoming CEO, for an in-depth conversation on how banks can re-architect their operations to stay ahead in a rapidly evolving landscape. Together, they discuss the critical role of biometrics, tokenization, and advanced fraud engines in building trust and delivering instant, digital-first experiences, as well as the challenges posed by AI-powered fraud actors, and the need to balance innovation with security.Tune in to get actionable strategies for implementing next-gen payment solutions, fostering a growth mindset, and ensuring your bank is ready for the demands of tomorrow's digital economy.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Tony Ball-> EntrustStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:29) – Introduction to Tony and Entrust(02:43) – The “credit crunch” in North America(04:53) – Rethinking CX in the payments modernization space(07:06) – AI-driven fraud vs. AI-powered fraud prevention(12:56) – Meeting customer expectations for payments(18:53) – Foundational capabilities for new-gen payments experiences(24:24) – Compliance teams and the growth agenda(26:57) – Payments modernization learnings from Tony(31:27) – Key takeaways(34:12) – Final thoughts from Tony(36:38) – Episode wrap-up

In the second episode of our commercial banking takeover, Jennifer Wilson, former Chief Digital Officer at Western Alliance Bank, shares how commercial banking teams can use UX and digital strategy to drive measurable acquisition and retention. Guest host Alex Jimenez guides a conversation on design thinking, reducing friction, and what real transformation looks like when banks focus on customer needs instead of internal assumptions.Explore more stories of digital leadership and strategy in commercial banking. Visit our ⁠content hub⁠ for blogs, episodes, and exclusive resources.–Follow us on LinkedIn:-> ⁠Backbase⁠-> ⁠Alex Jimenez⁠-> ⁠Jennifer Wilson⁠-> ⁠DeepStructure⁠Timestamps(00:00) – Welcome to the “Banking Reinvented” commercial banking takeover(00:54) – What commercial banks overlook when designing digital experiences(04:54) – Biggest friction in the commercial customer lifecycle(06:23) – The most broken part of the commercial banking journey(07:37) – The boldest digital transformation bets that pay off(10:16) – Getting risk teams involved from the start(12:43) – Using design thinking to shape products and services(14:54) – What real digital transformation looks like(16:58) – When digital strategy gets stuck in the middle(20:10) – Balancing innovation with risk management(22:18) – Using AI to personalize and bring humanity back to tech(27:46) – What’s next on the AI horizon for commercial banks(31:09) – The mindset shift to unlock growth mode(33:21) – Key takeaways(34:19) – Episode wrap-up

Episode 68 of Banking Reinvented explores the existential imperative that commercial banks face as they navigate the rise of embedded finance and the transformative power of AI.Host Tim Rutten is joined by Arun Ramamoorthy, Product Director - Head of Commercial Banking at Backbase. Together, they discuss how demographic shifts, fintech competition, and the evolving role of relationship managers are reshaping the commercial space, including practical steps banks must take to stay ahead of the competition.Tune in to hear why commercial banks must embrace embedded finance and AI-powered relationships, plus how forward-thinking financial institutions can turn these challenges into opportunities for growth, innovation, and long-term relevance.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Arun RamamoorthyStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented" podcast(00:48) – Introduction to Arun(02:19) – JPMorgan Chase’s fintech data announcement(04:50) – The urgency of commercial banking’s digital transformation(10:15) – Key hurdles for commercial banks(13:01) – The importance of embedded finance(16:10) – Transforming high-margin services(17:32) – Overcoming silos with AI(23:42) – Empowering relationship managers with AI(27:56) – Balancing digital transformation with AI transformation(32:25) – Key takeaways(34:28) – Episode wrap-up

In this first episode of our commercial banking takeover, JP Nicols of Alloy Labs joins guest host Alex Jimenez to explain how commercial banks can move beyond superficial innovation efforts and start delivering real business outcomes. Learn how frameworks like FIRE™, strategic partnerships, and cultural alignment can transform innovation into a true growth engine. Practical, proven, and no fluff.Curious how your institution can operationalize innovation? Dive deeper into transformation insights at our content hub featuring blogs, whitepapers, and more.–Follow us on LinkedIn:-> Backbase-> Alex Jimenez-> JP Nicols-> Alloy LabsTimestamps(00:00) – Welcome to the “Banking Reinvented” commercial banking takeover(01:01) – What mid-sized & community banks get wrong about innovation(01:54) – Irrelevance risk: the biggest threat to banks today(04:00) – Modernizing for the digital-first generation(06:27) – Recurring challenges for scaling commercial growth(07:56) – The FIRE™ process(09:45) – Strategic fintech partnerships as a growth enabler(14:28) – Falling short of innovation goals(18:29) – Shifting away from “innovation theater”(24:33) – Getting buy-in from the boardroom/leadership(26:56) – What does “growth mode” look like for commercial banks(32:26) – First areas to focus on in commercial banking modernization(34:54) – The mindset shift in commercial banking(40:12) – Expense reimbursement for employees(42:24) – Episode wrap-up

Episode 66 of Banking Reinvented shares the story of Société Générale de Banque au Liban (SGBL), a Lebanon-based bank that has been successfully navigating an unprecedented economic crisis through strategic digital transformation.Host Tim Rutten is joined by Sleiman Louis Marouii, Deputy General Manager at SGBL, for an in-depth discussion about how implementing a digital banking platform on top of an existing legacy core allowed SGBL to weather financial turbulence and remain relevant to its customers across the region.Tune in to hear more about adapting a customer-centric approach to banking, prioritizing financial inclusion for younger generations, and seizing the opportunity that AI presents.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Sleiman Louis Marouii-> SGBLStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(01:09) – Introduction to Sleiman and SGBL(04:30) – Navigating the financial crisis in Lebanon(09:53) – Modernizing a digital infrastructure(11:52) – Simultaneous core migration and digital transformation(14:43) – Implementing a platform on top of an existing legacy core(17:47) – Co-innovating on a digital banking platform(22:03) – Appealing to unbanked younger generations(24:24) – Competing against neobanks(27:08) – Dealing with complications and delays(31:15) – Future outlook for SGBL(32:42) – SGBL’s approach to AI adoption(35:15) – Key takeaways(36:47) – Final words and episode wrap-up

Recorded live at Backbase ENGAGE Americas, episode 65 of Banking Reinvented is a panel discussion that covers one of the most human questions in digital transformation: how do we scale innovation not just through technology, but through people?In this episode, moderator Robert Soetens is joined by some of North America’s banking leaders, including T.J. Steele (Eastern Bank), Christina Buono (National Bank of Canada), and Judith Henderson (WSECU). They discuss how real transformation is driven by having a growth mindset, not just tech modernization. Because — as they note — in the long run, having the right people in place can be just as important as investing in a digital banking platform.Tune in to hear how to create adaptive banking cultures that are curious, collaborative, and customer-obsessed.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> T.J. Steele-> Christina Buono-> Judith HendersonStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:46) – Introduction to topics and speakers(02:56) – Leadership tips for increasing agility and growth(05:19) – Measuring behavioral performance indicators(06:44) – Helping employees adapt to cultural changes(08:42) – Getting employees to buy in to change(11:04) – Being a manager vs. being a coach/mentor(16:22) – Working with those who are resistant to change(18:15) – Cross-departmental change and communication(24:43) – Key advice for leaders about mindset changes(30:03) – Questions from the audience(32:44) – Episode wrap-up

Episode 64 of Banking Reinvented analyzes the value of a unified banking suite, revealing how financial institutions can break free from siloed legacy systems and create truly customer-centric digital experiences, powered by AI.In this episode, host Tim Rutten is joined once again by Backbase Founder & CEO Jouk Pleiter to discuss how a single, integrated platform can transform sales, servicing, and customer engagement. From conversational banking to personalized financial coaching, this episode uncovers the strategic blueprint for banks looking to leapfrog their legacy systems and drive meaningful digital transformation.Tune in to hear why your bank should adopt a unified, AI-powered banking suite that breaks down silos to drive both operational efficiency and revenue growth.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim RuttenStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:33) – AI announcements from Google and OpenAI(05:19) – Reactions to Backbase’s AI-powered Banking Platform(07:33) – The AI zeitgeist in the banking industry(09:52) – The value of a unified banking suite(13:20) – Embracing AI with a unified banking suite(15:10) – Boosting efficiency alongside sales and servicing(22:08) – Key principles for getting started with adoption(25:16) – Key takeaways(26:38) – Why systems integrations are the “Achilles heel” of banking(28:29) – Episode wrap-up

Recorded live at Backbase ENGAGE Americas, episode 63 of Banking Reinvented features a panel discussion about the best ways to modernize without rewriting or replacing your entire tech stack.In this episode, moderator Jan Rempe is joined by some of the region’s top thought leaders: Justin Zeidman (Navy Federal Credit Union), Alicia Stone (KeyBank), Fred Fuller (Endava), and Andy Cease (Entrust). Together, the group discusses the power of progressive modernization, a series of smart, modular moves, rather than a massive, one-time overhaul.Tune in to hear how to modernize progressively using modular thinking, customer- and member-centric design, and a clear path to value.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Justin Zeidman-> Alicia Stone-> Fred Fuller-> Andy CeaseStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:53) – Topic overview and introduction to speakers(03:17) – Modernizing while maintaining the customer/member experience(10:20) – The current and future state of composable banking(12:37) – Structuring teams to achieve modular modernization(15:01) – Regulatory compliance and fraud(21:41) – Patterns in global modernization(25:01) – Unlocking growth and value, ROI capture(27:48) – Prioritizing ROI in treasury onboarding(32:55) – Key takeaways on modernization(36:44) – Questions from the audience(40:03) – Episode wrap-up

Episode 62 of Banking Reinvented explores the evolving role of technology in private wealth management and how institutions can strike the right balance between innovation, compliance, and human connection.Host Tim Rutten sits down with Stuart Cummins, Chief Executive of Nedbank Private Wealth International, to discuss how technology is reshaping the sector, not just as an enabler, but as a strategic pillar for growth. Together, they discuss how Nedbank is using AI and selective tech investments to streamline operations and empower advisors, which he calls creating "institutional elegance."Tune in to learn how Nedbank is navigating the intersection of digital transformation and human connection while staying grounded in the values of trust and integrity.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Stuart Cummins-> Nedbank Private Wealth InternationalStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:47) – Introduction to Stuart and Nedbank Private Wealth Intl.(02:50) – Overview of topics(04:50) – Tech in the wealth management space(07:45) – Overcoming hurdles and driving tech change(12:31) – Regulatory and compliance spend(15:11) – The increasing role of AI(21:02) – Boosting efficiency to be more competitive(25:19) – Microsoft’s sovereign European cloud(27:29) – Augmenting private bankers with cutting-edge technology(31:20) – Final words from Stuart(34:04) – Key takeaways(36:34) – Episode wrap-up

Recorded live at Backbase ENGAGE Americas, Episode 61 of Banking Reinvented is a panel discussion that deep-dives into mergers and acquisitions, which aren’t just accelerating — they’re becoming a defining feature of the modern financial landscape.In this episode, moderator Alex Jimenez is joined by an all-star panel of M&A experts, including Carla Higgins (CNB Bank), Sumeet Grover (UFCU), Osman Ulhaq (OneAZ Credit Union), and Nate Porter (West Monroe). Together, they discuss everything from recent trends to customer/member impact and ways to balance the promise of growth with the complexity of integration.Tune in to hear from the leaders who are making the M&A journey work, whether as buyers, sellers, or strategic partners helping to drive transformation at scale.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> ⁠Backbase⁠-> ⁠Tim Rutten⁠-> ⁠Carla Higgins⁠-> ⁠Sumeet Grover⁠-> ⁠Osman Ulhaq⁠-> ⁠Nate Porter⁠Step into the future of finance -> ⁠Check out our content hub⁠Timestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:49) – The current state of M&A in banking(03:57) – The increasing prevalence of M&A at credit unions(05:15) – Balancing desire for growth with complexity of integration(08:38) – Getting cultural buy-in from employees and leadership(14:04) – The difference between mergers at smaller and larger institutions(18:41) – Tailoring M&A playbooks to individual institutions(24:04) – Navigating pitfalls in M&A(27:41) – Using M&As as an opportunity to acquire better tech(30:32) – M&As for the purpose of reaching new segments(32:10) – Acquiring banks for the license(37:53) – Cleaning up your data during an M&A(40:11) – Aligning charters in the credit union space(43:21) – Episode wrap-up

In the second episode of this two-part series, host Tim Rutten and Abdullah Alwabel, Head of Digital Banking and Innovation at BSF, shift the discussion from ambition to execution.From prioritizing the right features to applying AI where it actually delivers value, Abdullah shares how leadership clarity and internal ownership helped turn strategy into results at BSF. For digital leaders navigating complexity, this episode offers a practical view into how banks can build high-performing cultures.Tune in to hear how strong leadership, smart trade-offs, and cultural alignment can shape transformation that lasts.–Curious to find out more about customer-centric banking? Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Abdullah Alwabel-> BSFStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:22) – Recap of part one and introduction to Abdullah(00:46) – Strategic prioritization and balancing trade-offs(03:46) – Platform decisions and feature focus(06:35) – BSF’s outside-in approach to AI(09:48) – AI in internal development and delivery(11:29) – Barriers to deeper AI adoption(18:01) – Leadership behaviors and internal ownership(19:45) – Episode wrap-up

In the first episode of this two-part series, host Tim Rutten sits down with Abdullah Alwabel, Head of Digital Banking and Innovation at BSF, to unpack one of the most ambitious digital transformations in the region.From core modernization to platform replacement, BSF's journey reflects a bold, urgent, customer-first strategy grounded in Saudi’s Vision 2030, a strategic framework for societal transformation. Together, they discuss trade-offs, delivery speed, the leadership mindset, and the shifting expectations of consumers throughout the region.Tune in to find out how BSF is balancing urgency with execution to meet the demands of a new era — and how your bank can do the same.–Curious to find out more about customer-centric banking?Follow us on LinkedIn:-> Backbase-> Jouk Pleiter-> Tim Rutten-> Abdullah Alwabel-> BSFStep into the future of finance -> Check out our content hubTimestamps(00:00) – Welcome to the “Banking Reinvented” podcast(00:48) – Introduction to Abdullah(02:42) – Vision 2030 and the urgency to digitize(05:55) – Public sector pressure and shifting customer expectations(09:16) – Competition moving from customer acquisition to transaction-level(12:23) – BSF’s approach to building flexibility and infrastructure(15:29) – Core and platform transformation explained(22:30) – Managing trade-offs during platform implementation(24:30) – Platform timeline and the decision to go big(25:42) – Why BSF took full ownership of its transformation(33:06) – Episode wrap-up