Banking Transformed with Jim Marous · 2026-06-20 · 8 min
Most banks know far more about their customers than the customer ever feels. In this Banking Insight Video, I look at why relationship banking often feels programmed, from the quarterly business banker check-in that goes to voicemail to the small human moments customers actually remember. Using examples from Ritz-Carlton, Delta, Nordstrom, Disney and TD Bank’s Automated Treat Machine, this episode explores what banks can learn from companies that make ordinary interactions feel personal. The point is not to copy those examples. It is to rethink how banks use customer data, technology, frontline judgment and employee empowerment to make customer experience feel more human. For bank executives, retail banking leaders, marketers, digital teams and frontline managers, this is a practical conversation about relationship management, personalization, customer loyalty, surprise and delight, and the human moments banks keep missing.
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