What 3.2 Billion AI Conversations Taught Bank of America
Jorge Camargo, head of digital platforms at Bank of America, explains how the bank’s AI assistant Erica has processed 3.2 billion customer conversations, revealing that virtually all banking queries can be grouped into about 700 topics. This insight has driven a shift from simple question‑answering to proactive, personalized guidance that anticipates customers’ "Am I good?" concerns and even suggests actions. Camargo outlines Erica’s evolution toward agentic AI—providing answers, enabling actions, and eventually autonomous financial tasks—while highlighting the technical challenges of integrating data across mobile, call‑center, and branch channels. He also draws on his Disney background to stress the importance of delivering magical, timely experiences without crossing into invasive territory.
Special Series: The Trust Advantage - Surcharging Done Right with Jim Oberman, CEO, Payroc | Episode 487
In this episode of the Trust Advantage series, Payroc CEO Jim Oberman explains credit‑card surcharging—what it is, why merchants use it, and how it differs from dual pricing, convenience fees, and service fees. He highlights that surcharging is only permissible...
What Bank Executives Miss About the Fintech Threat
In this episode, fintech investor Rex Salisbury explains that the real threat to legacy banks isn’t digital wallets but the rapid unbundling of banking services through tech platforms, embedded finance, and AI. He highlights how mass‑affluent customers are migrating to...
Justice for Covered Bonds (and Securitization)
The episode examines recent EU regulatory proposals affecting covered bonds and securitisation, highlighting the European Parliament’s approval of a 5% risk‑weighting for senior STS securitisation tranches while rejecting a similar reduction for AA‑ rated covered bonds. Panelists discuss the covered‑bond...
Judge Approves $425M Capital One 360 Savings Settlement — Payments Expected July
A federal judge approved a $425 million class‑action settlement with Capital One over claims that the bank paid lower interest rates to older 360 Savings customers while offering a higher‑yield 360 Performance Savings product under a similar name. Eligible account holders...
Building the Bank-Grade Ledger That Payments Infrastructure Was Missing With Patricia Montesi, CEO of Qolo
In this episode, Patricia Montese, CEO and co‑founder of Colo, explains how her company built a bank‑grade, API‑first ledger that unifies card issuing, money movement, and multiple payment rails on a single platform. She describes Colo’s three‑product suite—Quantum Ledger, Cascade...
How Banks Can Make Stablecoin Payments Safe & Compliant with Peter Glyman, Founder & CEO at Coinbax | Episode 486
In this episode, Greg Myers talks with Pete Glyman, founder and CEO of Coinbacks, about how stablecoins can be integrated into traditional banking payments safely and compliantly. Glyman explains Coinbacks' unique approach: a smart‑contract‑based controls layer that adds reversibility, escrow,...
How an Ohio Banker Talks with Policymakers About Stablecoin Issues
In this episode of the ABA Banking Journal podcast, retiring FC Bank president Jenny Saunders discusses her four‑decade banking career, the unique strengths of community banks versus large institutions, and her recent work with the Ohio Bankers League on regulatory...
Your Loan Officers Can’t Sell What They Can’t See | Non-Agency Lending’s Execution Gap
In this episode, host and guest Eloise Schmitz, CEO and co‑founder of Lonex, discuss why execution certainty—not just access—to non‑agency (non‑QM) mortgage products is the true competitive edge. They highlight how loan officers often lack visibility into the full range...
Triple New Account Growth in 90 Days
In this 11‑minute episode, Jim Roos explains how banks and credit unions can triple new checking‑account growth in just 90 days by slashing mobile‑app onboarding time from 22 minutes to under five. He highlights real‑world examples—from a Financial Brand Forum...
Gift Cards As Payment Rails with Alex Preece, CEO & Co-Founder of Tillo | Episode 485
In this episode, Greg Myers talks with Alex Preece, CEO and co‑founder of Tillo, about how the company has turned gift cards into a modern payment rail for rewards, incentives, and payouts. Preece explains Tillo’s API‑driven platform that connects thousands...
India’s Digital Payments Transformation
In this episode of the Banker's Bookshelf, Balakrishnan "Baloo" Mahatavan, former NPCI executive and World Bank veteran, walks host Paolo Ceroni through India's remarkable digital payments evolution—from under a billion annual transactions in 2010 to over 225 billion by March 2025. He...
1183: Enter the Blockchain CFO: Reshaping Capital Markets | Macrina Kgil, CFO, Future
In this episode, CFO Macrina Gill discusses her journey from engineering and PwC advisory work to leading finance at Figure, where blockchain is being used to modernize lending and capital markets. She explains how blockchain can provide real‑time loan ownership...
Can Community Banking Beat Convenience for Gen Z, with Shiva Rajbhandari.
In this episode, Shiva Rajbhandari recounts how his experience with Idaho Central Credit Union sparked the creation of a student‑run credit union at UNC‑Chapel Hill, highlighting the lack of community‑focused banking options for Gen Z on campus. He describes the...
Banking's Reality Check: The Real Threat Is You
In this 52‑minute roundtable, Jim and Ron dissect three hot banking topics: the nuanced realities of generative and agentic AI, the strategic value of physical branches versus digital investment, and the looming "deposit war" driven by fintechs, non‑bank players, and...