Building Banking That Feels Like Your Favorite App with Ally’s Sathish Muthukrishnan

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The Frictionless Experience

Blue Triangle

56 episodes

1 week ago

Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place.

Welcome to The Frictionless Experience!

All content for The Frictionless Experience is the property of Blue Triangle and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

Building Banking That Feels Like Your Favorite App with Ally’s Sathish Muthukrishnan

The Frictionless Experience

38 minutes

3 months ago

Building Banking That Feels Like Your Favorite App with Ally’s Sathish Muthukrishnan

When digital banking experiences move too quickly, users may question their security instead of appreciating the convenience.

Join hosts Chuck Moxley and Nick Paladino as they talk with Sathish Muthukrishnan, Chief Information, Data and Digital Officer at Ally.

With over a decade of experience in FinTech at America's largest digital bank, Sathish shares how they consolidated six different mobile apps into one unified experience. Plus, what it really takes to create banking that customers compare to their favorite smartphone apps, not traditional banks.Key Actionable Takeaways:

Address the four transformation challenges holistically - Technology, process, organizational, and emotional barriers must all be tackled simultaneously for successful digital transformation
Measure friction through multiple lenses - Combine customer feedback, behavioral analytics, and usability testing to understand where real friction exists versus where you think it does
Build teams that everyone wants to hire from but nobody wants to leave - Create a high-performing culture through high expectations, strong support systems, and recognition that rewards collective success

Want more tips and strategies about digital transformation and customer experience? Subscribe to our newsletter! https://www.thefrictionlessexperience.com/frictionless/

Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook

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Ally Bank Website: https://www.ally.com

Sathish Muthukrishnan's LinkedIn: https://www.linkedin.com/in/sathishmuthukrishnan/
Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/
Nick's LinkedIn: https://www.linkedin.com/in/npaladino/

Chapters:
(00:00) Introduction
(02:00) Ally's origin story
(04:05) Consolidating six apps into one experience
(10:49) Four types of transformation challenges
(14:24) The emotional side of change
(18:18) When one-click is too frictionless
(23:27) Learning from every customer interaction
(25:29) Maintaining human touch in digital banking
(28:48) How one feature creates lasting brand awareness
(30:06) Creating teams nobody wants to leave
(32:45) Common digital transformation mistakes
(35:06) Conclusion