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

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