Eighteen months ago, Arvest Bank hired industry outsider Laura Merling to drive change at the Bentonville, Arkansas-based bank. She relishes the challenge of transforming "people, process and technology" at a legacy organization, rather than coming up with a new product at a startup. In this conversation, Merling shares how she's motivating the bank's thousands of employees to embrace change, why it's important to listen, and the role that technology partners Thought Machine and Google Cloud play in the bank's transformation.