Banking Transformed with Jim Marous High-Tech, Low-Touch Failure: How Banks Can Fix the Experience Gap
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Jan 6, 2026 Siya Vansia, Chief Brand and Innovation Officer at ConnectOne Bank, and Suzan Chaffin, EVP of Solutions at LoanPro, tackle the crucial gap between banks' promises and customer experiences. They highlight the importance of genuine innovation and the dangers of retrofitting new technology to outdated processes. The conversation dives into building internal advocates for transformation, the balance of digital and high-touch services, and the need for banks to define clear goals with technology partners to drive meaningful change in the financial landscape.
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North Star, Speed, And Continuous Learning
- Continuous learning, speed, and a clear North Star are critical to effective innovation, like SpaceX.
- Retrofitting new tech onto old processes fails unless you reimagine the process end-to-end.
Reimagine Processes Before Swapping Tech
- Reimagine processes rather than unplugging and plugging vendors into old workflows.
- Keep all stakeholders aligned on the outcome to avoid getting stuck in legacy constraints.
Legacy Core And Data Are The Real Bottlenecks
- Legacy cores and data limitations are the biggest blockers to banks adopting modern, composable platforms.
- Many banks lack data warehouses and struggle with mapping, making fast innovation difficult.