Banking on Innovation

Hosted by Personetics Technologies Ltd

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Jul 2025

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About the show

Welcome to Personetics’ Banking on Innovation podcast, where banking leaders driving customer-centric Innovation to share their stories and reveal their insights on how financial data-driven personalization impacts business results and banking customers’ financial wellbeing. Hosted by Jody Bhagat, President of Americas at Personetics, the biweekly podcast helps executives in banks, fintechs and banking providers consider how to lead customer-driven Innovation in their own organizations. Guests on the show include CEOs, Chief Digital Officers and Retail Banking Heads from the country’s leading regional, big banks and credit unions, so you can learn from those on the cutting edge. In each episode, guests share key learnings from their personal journey to success before exploring what it takes to execute on customer-driven innovation and provide consumers with personalized experiences that supports their financial wellness. Topics include the evolution of customer expectations, how mid-sized banks can compete on customer innovation, how to use data to improve the impact on member experiences, how to embed customer personalization in a digital environment and more. Each episode ends with the guest’s answer to the same question: what will customers expect in the next three-to-five years, for which the industry is not well prepared? Banking on Innovation is brought to you by Personetics, the leading global provider of financial data-driven personalization and customer engagement solutions for the financial services industry. Personetics serves over 100 banks and financial institutions across 32 global markets, helping 135 million bank customers worldwide manage their money more efficiently and increase their financial wellbeing Tune in to learn and be inspired.

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23 recent

July 2, 202533 min

Episode 22 - Dennis Khoo - Author, Driving Digital Transformation and the allDigitalFuture Playbook (taP), Managing Partner, allDigitalfuture LLP

In this episode of Banking on Innovation, Dr. Dennis Khoo, former head of UOB's TMRW Digital Bank — joins Jody Bhagat, President of Global Banking at Personetics, to discuss how banks in Asia-Pacific can thrive. With competition rising and customer expectations soaring, Dennis explains why execution, engagement and Cognitive Banking are essential for long-term success. Key Takeaways: Why challenger banks must deliver end to end Asia Pacific’s fast-changing digital banking landscape The pyramid of transformation: From transactions to predictive engagement How to turn data into intelligent, proactive service Whether you’re a bank executive, innovation leader, or fintech enthusiast, this episode offers fresh insights into how Cognitive Banking can give your institution a strategic edge in a complex market. Listen now and get inspired to leverage Cognitive Banking in a complex market. #BankingInnovation #CognitiveBanking #Fintech #DigitalTransformation #CustomerExperience #AIinBanking #Personetics #APACBanking Visit our website – https://personetics.com Follow us on LinkedIn – https://www.linkedin.com/company/personetics Like us on Facebook – https://www.facebook.com/Personetics Join the conversation on Twitter – https://twitter.com/personetics 

May 22, 202533 min

Episode 21 - Nathalie Larue, Executive Vice President, Personal Services, Desjardins Group

Desjardins EVP Nathalie Larue shares how empathy, AI, and member-first values are transforming digital banking. Watch the full Banking on Innovation episode. In this episode of Banking on Innovation, Nathalie Larue, EVP and Head of Personal Banking at Desjardins Group, joins Jody Bhagat, President of Global Banking at Personetics, for a compelling conversation on how to bring the human touch to digital banking. Desjardins is North America’s largest financial cooperative, serving nearly 8 million members. As digital transformation accelerates across the industry, Nathalie shares how Desjardins is staying true to its values—using tools like Alvie, their new AI-powered virtual assistant, to offer personalized support that builds trust and empowers members. Visit our website – https://personetics.com Follow us on LinkedIn – https://www.linkedin.com/company/personetics Like us on Facebook – https://www.facebook.com/Personetics Join the conversation on Twitter – https://twitter.com/personetics

April 30, 202540 min

Episode 20 - David M. Brear Global CEO, 11: FS

In this episode of Banking on Innovation, David M. Brear, CEO of 11:FS, joins Jody Bhagat, President of Global Banking at Personetics, to share his bold vision for the future of banking. As customers demand more personalized, value-driven engagement, banks must move beyond product promotions to deliver intelligent, contextual experiences. This conversation dives deep into how Cognitive Banking enables that shift—and why the time to act is now.  Key Takeaways: Why fintechs have been winning on relevance, agility, and trust How banks can compete by delivering outcomes—not just products Real-time, contextual guidance as a foundation for trust The role of Cognitive Banking in the digital transformation journey Whether you’re a bank executive, innovation leader, or fintech enthusiast, this episode offers fresh insights into how financial institutions can transform customer relationships at scale. Listen now and get inspired to lead the shift from transactions to trust. 

April 3, 202538 min

Episode 19 - Jim Marous, Owner & Host - Banking Transformed Podcast, Co-Publisher - The Financial Brand

Banking influencer Jim Marous joins Jody Bhagat to discuss how institutions can move beyond basic personalization to create truly personal customer relationships. Learn why the biggest threat to banks isn't account closure – it's "silent attrition" as customers quietly shift their most profitable activities elsewhere. Key Topics: 0:00 - Introduction 1:45 - The trust-action gap in banking 4:30 - Moving from perfect to professional 8:15 - Understanding silent attrition 12:20 - Beyond products to customer jobs 16:45 - Making digital more human 21:30 - The urgency to act Visit our website – https://personetics.comFollow us on LinkedIn – https://www.linkedin.com/company/personeticsLike us on Facebook – https://www.facebook.com/PersoneticsJoin the conversation on Twitter – https://twitter.com/personetics

December 5, 202441 min

Episode 18 Firdaus Bhathena, Chief Technology Officer at FIS

FIS CTO Firdaus Bhathena shares his vision for the future of banking in an exclusive conversation with Personetics. Learn how personalization, AI, and data are completely changing banking experiences and making financial guidance accessible to everyone.  Key topics:  Why personalization is no longer optional in banking  How banks can integrate naturally into customers' daily lives  The importance of explaining the 'why' behind financial recommendations  Making professional-grade financial guidance available to all 

March 21, 202438 min

Episode 17 Maurizio Poletto, Chief Platform Officer at Erste Group

Join us for an enlightening interview with Maurizio Poletto, Chief Platform Officer at Erste Group, as he shares his remarkable journey of envisioning and bringing to life a next-generation banking platform – George – that reconnects people to their finances.In this captivating conversation, Maurizio delves into the critical role of user-centric design in crafting intuitive banking experiences and discusses the pivotal role of technology in shaping the future of finance. Gain insights into Erste Group's visionary approach to redefining banking for the digital age and learn how they are empowering customers with personalized financial experiences tailored to their individual needs and preferences.Don't miss out on this thought-provoking discussion that explores the intersection of technology, design, and customer empowerment in the banking industry.

March 7, 202450 min

Episode 16 Colin Walsh, Founder & CEO of Varo Bank

Join us for an insightful interview with Colin Walsh, CEO of Varo Bank, as he shares profound insights into Varo's mission and innovative approach to banking. In this interview, Colin reflects on his extensive experience in the banking industry, from executive roles at Wells Fargo, Lloyds, and American Express to spearheading the creation of Varo Bank, the nation's first all-mobile nationally chartered bank.Colin discusses Varo's commitment to addressing the needs of the underserved majority, highlighting the realities of paycheck-to-paycheck living in America and Varo's pivotal role in providing financial stability and opportunity. Discover Varo's customer-centric philosophy and its focus on creating smarter, faster, and safer platforms tailored to the 60% of Americans living paycheck to paycheck. Learn about Varo's innovative solutions, including high-yield savings, credit-building tools, instant money transfers, and early paychecks, designed to empower customers and transform their daily relationship with money. Colin envisions a future where financial confidence and stronger cash flow are accessible to all, regardless of their socio-economic background. Gain insights into Varo's relentless pursuit of financial inclusion, opportunity, and the cultivation of "raving fans" within the banking industry. Explore the transformative potential of Varo Bank and its unwavering commitment to building a more equitable and inclusive financial landscape for generations to come.

February 14, 202440 min

Episode 15 Brent Beardall, President and CEO at WaFd Bank

Join us for an inspiring conversation with Brent Beardall, CEO of WaFd Bank, as he shares profound insights on leadership, customer centricity, and the role of technology in banking today. Less than a year after surviving a near-fatal plane crash, Brent reflects on how his perspective on life and business has evolved. Learn from his experiences and discover valuable takeaways for building a culture of care and customer trust, navigating industry challenges, and envisioning client experiences that customers will love. Don't miss this opportunity to gain wisdom from a leader who blends technological innovation with humanity and wisdom.

January 31, 202428 min

Episode 14 Meheriar Hasan, BRAC Bank Chairperson

This week’s guest on Banking on Innovation is Meheriar Hasan, Chairman of BRAC Bank in Bangladesh.With over 35 years of experience at prominent banks such as Wells Fargo and US Bank, Hasan is a leading executive in digital banking having driven breakthrough innovation and transformative disruptions. Hasan believes in the idea of customer-centricity. He asks how he can deliver the best customer experience in service or sales and how the customer wants to engage and interact with banking personnel. Today, at BRAC Bank, Hasan is growing both deposits and loans, working with the underprivileged and underbanked.PLUS you’ll discover:>> How leveraging data leads to understanding customers and customer-centricity>> What customers should expect from the banking industry in the next 3 to 5 years>> What the North American banking industry can learn from developments in the emerging markets>> Hasan’s insights on how to create the best possible customer experience>> The importance of knowing your customer in the emerging markets...and more.Beyond the episode:Find out more about Personetics’ personalized, customer-engagement platform for financial services: https://personetics.com/ Connect with podcast host Jody Bhagat on LinkedIn: https://www.linkedin.com/in/digitalbusinessgrower

July 12, 202326 min

Episode 13 Tom Brown, CEO and Founder of Second Curve Capital LLC

In this episode of the "Banking on Innovation Podcast," host Jody Bhagat interviews Tom Brown, CEO of Second Curve Capital, an equity investment firm focused on financial services, and one of the most thoughtful industry experts in the area of bank strategy. A highly respected figure in the banking industry, Tom has extensive experience, unique access to bank CEOs and is a nine-time top-rated bank analyst who publishes the influential Tom Brown Weekly newsletter.In his discussion with Jody, Tom shares insights into the Second Curve model and describes what sets it apart in the market. He discusses their focused approach that emphasizes the importance of truly understanding the banking business. Unlike most analysts, Tom visits various bank departments to gain insights into all banking operations, from frontline employees to back-office processes.The conversation then turned to the current market environment and how Second Curve has adapted to it. Tom sees a positive trend in the fact that the bank stock group has been outperforming the S&P 500 and describes it as a bank stock bull market. He believes that pessimism surrounding the banking industry has led to undervaluation, presenting an opportunity for growth.Comparing the current market environment to the previous period of rapid interest rate increases in 2008-2009, Tom sees significant differences, particularly in the area of improved risk management and resilience. In his view, these are the most underappreciated aspect of today's banking industry. Banks have become much better at managing risks and running stress tests to assess their portfolios' resilience.On the customer side, Jody and Tom discussed the importance of building customer loyalty and a strong customer franchise. They agreed that personalization, in the form of differential pricing and individually tailored advice, are crucial for building trust and retaining deposits and valuable ways to increase loyalty. In both mobile and online banking applications, customers have been very receptive to proactive AI-based advice platforms like the ones offered by the largest banks.Jody and Tom conclude the discussion by noting that even the most loyal customers will pull out if they feel their money is threatened. A deep understanding of customers' financial situations and building trust with current, personalized advice are essential for maintaining strong relationships in today's banking landscape.Overall, this episode provides valuable insights into the banking industry, covering the significance of personalization, risk management, and the evolving relationship between banks and their customers. Tune in to gain a deeper understanding of current market trends impacting banks and the strategies that can lead to success in the ever-changing banking landscape.

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