Customer expectations are no longer defined by their banking experiences alone. Every seamless digital interaction, personalised recommendation and intuitive journey, from Netflix and YouTube to Amazon and Uber, raises the bar for financial services. So how can institutions design frictionless experiences that meet customer needs and deliver value in the moments that matter?

In this episode of Banking Uncovered, Mark Donahue speaks with Mike West, Vice President of User Experience at Lumin Digital, about the principles behind the best digital banking experiences. Drawing on Lumin's work with banks and credit unions across North America, they explore how behavioural data and continuous feedback can help financial institutions reduce friction, personalise experiences and build digital experiences that evolve with customer needs.

They discuss the importance of balancing innovation with minimal friction, why user experience design should focus on evolution rather than disruption, and how financial institutions can use data to understand customer needs better. Mike also shares his views on onboarding, security, AI-driven experiences and why trust remains the foundation of successful digital banking.

Topics discussed include:

• The design choices that reduce friction and create more intuitive digital journeys
• Why listening to customers is critical throughout the digital design process
• The data that provides the edge in understanding customers and improving experiences
• The principle of ’evolution without disruption’ in UX design and how to introduce innovation without frustrating users
• Best practices for onboarding digital banking customers
• AI's role in creating more personalised and proactive banking experiences
• Why trust, security and human support remain critical in an increasingly digital world

Listen now to hear how financial institutions can rethink digital engagement and respond to rising customer expectations.

With more than 125 million consumers in the US alone and a $12.5 trillion economic footprint, the 50+ segment is one of the largest and most influential customer groups. Yet many financial institutions approach this audience with outdated assumptions - particularly around digital adoption.

In this episode of Banking Uncovered, Mark Donohue sits down with Carey Kyler, Senior Director of Consumer Insights at AARP, to explore how financial institutions can better engage the rapidly growing 50+ market.

Carey explains why the industry’s long-standing focus on getting older consumers online is no longer relevant. Today, the vast majority are digitally active, with high levels of device ownership and increasing engagement across digital banking and services.

Instead, the conversation has shifted from adoption to trust. As fraud becomes more sophisticated and confidence in institutions declines, security, transparency and human support have become increasingly important drivers of customer behaviour.

From digital accessibility and fraud prevention to retirement planning and life-stage transitions, Carey shares practical insights into what financial institutions need to do to better serve one of their most valuable and fastest-growing customer segments.

Topics discussed include:

• Why digital adoption is no longer the core challenge for the 50+ market
• The scale, diversity and economic power of older consumers
• Why age alone is a poor way to segment the 50+ market
• Why all financial institutions need a clear 50+ strategy
• How trust is becoming a strong driver of engagement and loyalty
• The growing role of fraud prevention, security and visible safeguards
• Why good accessibility and usability benefit customers of all ages
• The value of combining digital convenience with human support
• How life stages, retirement planning and financial confidence shape customer needs
• What banks can do to serve the next generation of older consumers better

Bank of America data shows that 94% of customer interactions now take place through digital channels. As customers become accustomed to new technologies, expectations continue to evolve. Today's innovations quickly become the norm, raising the question: what's next for digital banking?

In this episode of Banking Uncovered, Mark Donohue, Managing Director of iSky at RFI Global, is joined by Jorge Camargo, Head of Digital Platforms at Bank of America, to discuss how customer expectations and technology are evolving and what the future of digital banking will look like. Jorge shares insights into the evolution of the bank's AI-powered virtual assistant, Erica, the growing role of AI in creating more proactive customer experiences, and why trust transparency and customer choice remain critical as financial institutions embrace new technologies.

Looking ahead, they explore the trends shaping the next generation of digital banking, from personalised financial guidance and holistic money management to the increasing role of AI in helping customers make smarter financial decisions.

Topics discussed include:

• How customer expectations of digital banking are evolving
• Why trust remains central to the digital banking experience
• The eureka moment that led to Bank of America's virtual assistant, Erica
• How AI is enabling more proactive and personalised banking experiences
• Why a holistic view of customers' financial lives matters
• The balance between convenience, security and fraud prevention
• How financial education can strengthen customer relationships
• What will differentiate banks in an increasingly digital future

This podcast was recorded on 22 June 2026.