The Hidden Driver of Business Banking Loyalty

While most financial institutions see payment processing as just a commodity service, the smartest ones are realizing it's actually their secret weapon for strengthening commercial relationships, boosting non-interest income, and building real competitive advantages in a growing market. Here's what might surprise you: banks that excel at providing merchant services not only keep their clients longer but also become essential partners in their clients' success. Conversely, those that fail to do so unintentionally push profitable business relationships right into their competitors' hands. On this episode of Banking Transformed, I sit down with Brad Odoo, CEO of Basys, a payments partner known for award-winning support, a white-label approach, and an ability to unlock revenue and relationship potential for financial institutions of all sizes. We explore why merchant services are often overlooked, how banks can transform them into a strategic growth engine, and what the future holds for payments innovation. If your bank isn’t rethinking merchant services right now, you may be missing one of the most powerful levers for growth and retention. This episode of Banking Transformed is sponsored by Basys Basys is a privately held payment processor that helps banks grow commercial relationships and revenue through best-in-class merchant services. With award-winning support, flexible revenue share programs and an industry leading 75+ Net Promotor Score, Basys empowers financial institutions to deepen client loyalty, increase non-interest income and deliver seamless, branded payment solutions that strengthen their competitive edge. basyspro.com

In today’s rapidly changing financial landscape, traditional banking is no longer enough. Customers expect more than just accounts, loans, and transactions—they want personalized, real-time value delivered seamlessly across every touchpoint in their lives. That’s where ecosystem banking comes in. In this episode of Banking Transformed, I’m joined by Mike Cook and Carson Kotnyek from Zafin to explore how banks can move beyond legacy limitations and become orchestrators of value. We’ll unpack what ecosystem banking truly means, why orchestration—not just innovation—is the new growth engine, and how financial institutions can remain relevant by delivering holistic solutions that meet customers wherever they are. If you want to understand how the future of banking is being built—not just in the branch, but in housing, health, commerce, and beyond—this conversation is your playbook. This episode of Banking Transformed is sponsored by Zafin Zafin's Loyalty Rewards capability helps banks deepen customer engagement by rewarding behaviors across the entire banking journey, not just their transactions and spends. It offers behavior-based incentives, flexible point strategies, and personalized rewards, moving beyond traditional spend-based models. With seamless integration and real-time analytics, banks can optimize loyalty programs to enhance customer lifetime value and drive sustainable growth. Visit zafin.com

In banking, every second matters. Fraud happens in milliseconds. Customers demand instant answers. And AI can only deliver value if it’s powered by live, real-time data. Yet many banks are still relying on batch reports and outdated systems, making decisions based on yesterday’s insights. The shift can’t wait. Forrester predicts that by 2025, half of all businesses will use AI-powered self-service as their primary customer touchpoint. That future won’t be possible without real-time data at the core. Banks that leverage streaming data will transform customer experiences, manage risks more efficiently, and unlock the full potential of AI. Those who don’t risk being left behind. Today, I’m joined by Guillaume Aymé, CEO of Lenses.io and a leading voice on data innovation. Together, we’ll explore why real-time data is becoming the lifeblood of modern banking, the hurdles institutions must overcome, and how to build the foundation for AI-driven success. This episode of Banking Transformed is sponsored by Lenses Lenses 6.0 is a Developer Experience designed to empower organizations to modernize applications and systems with real-time data autonomy. This is particularly crucial as AI adoption accelerates, and enterprises operate hundreds of Kafka clusters across multi-cloud environments. As the industry’s first multi-Kafka developer experience, Lenses 6.0 allows teams to access, govern and process streaming data across any combination of Apache Kafka-based streaming platforms, from a single interface. https://lenses.io/

Most banks, including potentially yours, are falling into a dangerous trap. They're announcing AI initiatives, holding innovation showcases, and talking about digital transformation, but when it comes to measurable business results, 70% have nothing to show for their investment. The winners, like JPMorgan Chase, Capital One, and a few others, aren't just lucky. They've decoded a specific approach to talent, execution, and measurement that lets them turn AI investments into strategic advantages. Meanwhile, most are wasting budgets with little to show for it beyond PowerPoint slides. Today on the Banking Transformed podcast, we're joined by Alexandra Mousavizadeh, CEO of Evident, who has just released the most comprehensive analysis of AI outcomes in banking. Her team tracked 173 AI use cases across 50 major banks, and the data reveals a stark divide emerging in our industry. Alexandra will reveal which banks are already using AI to steal retail customers, how they're measuring real ROI, and most importantly, what retail banking leaders need to do differently in the next 12 months to avoid being left behind. If you're responsible for retail banking strategy, customer acquisition, or digital transformation, the next 30 minutes could determine whether your bank thrives or merely survives the AI revolution.

In this episode of Banking Transformed, John Stuckey from FIS shares insights on the evolving landscape of digital business banking and the strategies financial institutions need to adopt for future growth. The discussion examines how market needs have evolved for business banking clients, the effect of Customer 360 perspectives, the increasing influence of open banking on business financial relationships, and the ways AI is transforming competitive dynamics. John also delves into the competitive dynamics between fintechs and traditional banks, and how banks must evolve their digital solutions to meet changing market demands.

Silent attrition may be the biggest threat most banks aren’t talking about — and the stakes are rising fast. The 2025 Generational Trends in Digital Banking study reveals that only 56% of digital banking consumers expect to maintain their current relationship over the next year, while the rest are quietly drifting toward stagnation or disengagement. This continuous erosion of loyalty comes just as the U.S. faces one of the largest intergenerational wealth transfers in history. Thirty-seven percent of Americans expect an inheritance in the next two decades, but if banks can’t hold on to younger, digital-first customers now, those assets — and the loyalty — will walk out the door. Joining me today on the Banking Transformed podcast are two powerhouse experts – Jason Dorsey, President of The Center for Generational Kinetics, and Allison Cerra, Chief Marketing Officer at Alkami Technologies. They will unpack the findings from the 2025 Generational Trends in Digital Banking Study and share what banks must do now to stop the quiet exodus before it’s too late. Remember, silent attrition doesn’t announce itself — it’s a quiet leak of loyalty, share of wallet, and future opportunity that can be devastating if ignored. This Episode of Banking Transformed is Sponsored by Alkami Alkami Technology, Inc. is a leading cloud-based digital banking solutions provider for financial institutions in the United States that enables clients to grow confidently, adapt quickly, and build thriving digital communities. Alkami helps clients transform through retail and business banking, digital account opening, payment security, and data analytics and marketing solutions. To learn more, visit www.alkami.com.

As I visit different cities and countries, I find that every financial institution is racing to claim they are “data-driven,” yet, as I dig deeper, I find that few are truly turning data into meaningful action. From personalizing member experiences to unlocking operational efficiency, the ability to transform data into insight — and insight into impact — has become a strategic imperative. Yet the journey from collecting data to scaling it across an organization is filled with cultural, technological, and ethical challenges. On today’s episode of Banking Transformed, I’m joined by Jeremiah Lotz, Senior Vice President of Data and Experience Design at Velera. We’ll explore what it takes to build not just a data strategy, but a data culture — one that fosters literacy, curiosity, and trust. We’ll also discuss how financial institutions can identify when they’re ready to scale, the role of AI and governance in driving value, and the new frontiers of data use in an increasingly competitive marketplace.

Every customer conversation – whether in a branch, online, or through a call center – holds the potential to either deepen loyalty or increase attrition. Yet too often, those interactions create frustration, higher costs, and lower satisfaction scores. Today’s competitive advantage isn’t just having data. It’s knowing how to transform conversations into measurable business value. From lowering cost-to-serve to boosting Net Promoter Scores, the opportunity is clear: banks that successfully harness AI and conversation intelligence are realizing game-changing ROI, while others remain stuck in pilot projects. In this episode of Banking Transformed, I’m joined by Caleb Johnson, VP at TTEC Digital, and Chris Dolan from Cisco. Together, we’ll explore how financial institutions can build the infrastructure, insights, and strategies to orchestrate seamless customer journeys and turn everyday conversations into bottom-line results. If you’re looking for practical ways to move past AI hype and drive measurable CX transformation, this conversation is for you. This episode of Banking Transformed is sponsored by TTEC Digital TTEC Digital’s AI Vision Workshop empowers CX and Operations leaders to unlock real business value from AI. Together, we’ll define your CX and operational goals, identify challenges, and build a tailored roadmap for AI pilot projects. Powered by Cisco Webex AI and deep CX expertise, we help you move from curiosity to confidence—and deliver results. CIS: TTEC Digital + Cisco BFSI Campaign - AI Vision Workshop

Fintech disruptors like Chime, Revolut, Venmo and the Cash App have shaken up the banking world by positioning themselves against traditional banking's pain points, yet most established banks continue to compete on incremental improvements rather than bold differentiation. Consumers are drowning in nearly indistinguishable offers, a reality my guest on Banking Transformed, Laura Ries, calls out in her newest book, "The Strategic Enemy: How to Build and Position a Brand Worth Fighting For". Her antidote is intentionally counterintuitive: stop trying to be “better,” and instead become unmistakably different by defining, and then defeating, a single, visible foe. Ries argues that when brands rally around an “enemy,” and reinforce the fight with a memorable “visual hammer,” they earn a permanent slot in the customer’s mind. Our conversation explores how enemy-based positioning and vivid visual symbols can help banks escape commoditization, revitalize trust, and signal a bolder future.

Thailand's banking sector is experiencing a remarkable evolution, driven by regulatory innovation, mobile-first consumer behavior, and some of the world's most stringent operational requirements. Leading this transformation at one of the region's most influential financial institutions is our guest today. Ian Gillard serves as Senior Executive Vice President at Bangkok Bank, where he oversees digitalization, mobile banking, blockchain initiatives, cloud strategy, and analytics. Today, we'll explore how Bangkok Bank is navigating Thailand's unique regulatory landscape, the bank's strategy for dominating both domestic and international markets, and Ian's vision for the future of digital engagement in a region where 97% of banking transactions happen on mobile devices. From virtual banking initiatives to AI-driven customer experiences, we'll uncover the innovations that are positioning Bangkok Bank at the forefront of ASEAN's financial transformation. Welcome to Shaping Banking’s Next – podcast episodes hosted by Jim Marous and brought to you by Infosys Finacle and Qorus Global. These compelling episodes are inspired by the ‘Innovation in Retail Banking’ research, a report that has been tracking innovation trends, investment priorities, emerging business models, and real-world case studies for over 15 years. In these episodes, visionaries, changemakers, and digital pioneers from the world’s leading banks will share how they’re driving innovation, transforming the banking value chain, and reimagining the future of banking. Join them as they explore bold strategies, innovative business models and next-gen technologies shaping the industry today and defining what’s next.