Banking Transformed with Jim Marous Unlocking Growth Mode Series #2 Bridging Digital Banking Implementation Gaps
May 7, 2025
Tara Lacey, Regional Vice President of Customer Success at Backbase, dives into the crucial gap between technology and its practical application in banking. She discusses the importance of not just innovative solutions but their effective deployment to create real business value. Tara highlights the need for stakeholder alignment during implementation and the significance of measuring success through customer satisfaction and operational efficiency. Plus, she emphasizes the role of culture and communication in facilitating smooth digital transformations.
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Challenges Beyond Tech Acquisition
- Financial institutions often struggle to utilize great technology effectively, causing under-optimized customer benefits.
- Implementation and clear value delivery to consumers are major challenges beyond technology acquisition.
Ensure Alignment and Define Success
- Align business and technology teams fully and involve all workstream owners.
- Define success criteria and KPIs upfront to measure implementation success effectively.
Engage Stakeholders Early
- Involve all stakeholders early to clarify scope and expected changes.
- Conduct CX workshops to align all departments and leaders on the implementation vision and goals.