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.

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Follow us on LinkedIn – https://www.linkedin.com/company/personetics

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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. 

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.com

Follow us on LinkedIn – https://www.linkedin.com/company/personetics

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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 

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.

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.

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.

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

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.

This episode of the Banking on Innovation podcast features Chris Creed, the Chief Investment Officer of the Department of Energy's Loan Program Office (LPO). The LPO, which was established in 2005, plays a crucial role in accelerating emerging climate sustainability technologies that are likely to be important for the country's future.

Chris explained that the little-known LPO offers senior debt to address financing challenges of sustainable energy projects through several loan programs. It aims to enable and accelerate commercialization of energy technologies and projects that are still too risky to qualify for commercial loans but once successful, are likely to measurably contribute to climate sustainability.

Chris discussed the program's early successes, citing a default rate for initial investments that was less than half of what they projected. Early LPO investments included financing for Tesla and utility-scale solar, which has now matured to being what he describes as a “bankable product.” He then highlighted some technologies that LPO is currently focusing on “bridging to bankability”, including offshore wind power, onshoring battery technology and supply chains for electric vehicles, and power grid connectivity for homes and buildings.

The discussion touched on recent changes in credit spreads, which have made LPO programs more attractive – and necessary. Regarding actions that banks can take immediately and in the coming years to promote climate sustainability, Chris recommended continued investment in viable clean energy asset classes like utility-scale solar. He also suggested collaboration with LPO to de-risk projects through partnerships and co-investment opportunities that can catalyze deployment in emerging industries.

In the final segment, the conversation shifted to the role banks, together with LPO, can play in creating win-win situations for consumers, sustainability technology businesses, and the banks themselves. Chris talked about helping change consumer and small businesses' behaviors to align with their own principles and environmental imperatives. For instance, banks can offer customers insights into energy spend and information about alternatives that would be less costly and more sustainable. With LPO support, banks, could also offer preferential loans for heat pumps versus HVAC systems or even integrate lower long-term energy spend due to sustainable CAPEX investment into residential mortgage calculations.

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

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