Branching Out: A Retail Banking Podcast Series

Marketing Meets Product: Designing Banking that Customers Feel

In this episode of *Branching Out*, host Bill Dworsky talks with Erin Pryor of First Horizon and Deloitte’s Lauren Holohan about how modern banking is shifting from product‑centric to experience‑centric design. They discuss First Horizon’s “Big Bank Muscle, Small Bank Hustle” strategy, which leverages scale while empowering local decision‑making and seamless cross‑channel delivery through integrated data and associate empowerment. The conversation also covers community‑focused brand building, life‑stage journeys for both consumer and commercial clients, and the role of generative AI in personalizing experiences without sacrificing human creativity.