In today’s episode, we talk about how to be both a product-led organization and a customer-centric one, what fintechs are doing that keeps them closer to customers, and how banks can rethink the customer journey around financial life stages. Join the discussion with host and Head of Business Development Rob Rubin, Analyst Lauren Ashcraft, and Principal Analyst Tiffani Montez.
As advertisers navigate Google’s recent search changes that favor its emerging AI models, retail media strategies could offer them heightened visibility and control.
US financial institutions are experiencing a significant increase in losses, with a rising number of banks and credit unions reporting consistent quarterly losses, according to S&P Global. This trend highlights mounting pressures on the industry, including high interest rates, growing loan losses, declining overdraft fee revenues, and intense deposit competition. S&P Global warns that such sustained losses could severely limit strategic options for struggling institutions, potentially leading to mergers, acquisitions, or even regulatory shutdowns. To navigate this challenging environment, financial institutions must proactively adapt their business models, explore strategic partnerships to boost efficiency, expand offerings, and enhance the customer experience to improve loyalty.
The news: Snapchat and McDonald’s have launched a collaboration giving MyMcDonald’s Rewards members a chance to exchange points for a one-month Snapchat+ subscription. The offer marks the first time McDonald’s is offering a digital subscription service as a reward. The program is only available to new Snapchat+ subscribers. Our take: Snapchat’s decision to collaborate with McDonald’s shows its evolving strategy to bolster user monetization through premium subscriptions. Attracting new users to the platform and convincing them to become long-term paid subscribers could help alleviate this issue.
The news: WPP Media has lowered its global ad spend forecast for 2025 by 1.7%, reaching 6% compared with the 7.7% projected in December. The downgrade is attributed to ongoing trade wars resulting from President Trump’s current tariff policies, with WPP Media president Kate Scott-Dawkins citing “uncertainty.” Our take: Despite global uncertainty, advertisers who remain flexible with data-informed pivots, prioritize performance marketing, and plan for uncertainty will come out on top.
The trend: AI is no longer just a buzzword on the Croisette—it’s the centerpiece of Cannes Lions 2025, with executives demanding more than excitement. Amy Fenton of MarketCast and Grant Gudgel of Verve say this year’s focus is on how AI works in real life, not just on paper. Our take: Cannes 2025 is where AI must prove its value. From content creation to performance optimization, marketers are moving past experimentation and demanding results. Accountability, transparency, and real creative impact will be the true benchmarks. AI isn’t just in the spotlight—it’s being asked to deliver at scale, with substance.
Thrivent Financial for Lutherans recently converted its credit union to a digital-only bank after over a decade, aiming for greater growth and strategic flexibility beyond the limitations of its nonprofit credit union structure, as reported by American Banker. The rationale is to offer a wider range of products and reach younger consumers more effectively. This move addresses an existential threat to credit unions, whose customer base is aging. To succeed, Thrivent must implement a targeted marketing strategy to reach digital-first consumers on social media and ensure its new products meet the specific needs of younger demographics, focusing on relevant credit offerings.
Agentic AI, an advanced form of AI combining machine learning, LLMs, and automation, is set to revolutionize retail banking by creating intelligent digital employees. The Financial Brand predicts it will act as a "financial GPS on steroids," offering personalized, proactive financial support by understanding full customer context and anticipating life changes. This could significantly enhance customer experience, particularly appealing to Gen Z's preference for self-service. However, our take suggests a potential cost: job displacement in banking. The ideal scenario involves banks adopting Agentic AI while retaining customer-facing staff, balancing efficiency and personalization with the essential human touch.
The news: Walmart’s OnePay and Synchrony will issue a new co-brand Mastercard and a private-label card. Our take: The massive retailer’s connectivity between its customer base, supplier relationships, and financing apparatus positions OnePay to be a disruptor on the scene.
The news: PayPal will serve as Selfbook’s commerce partner for its travel and hotel offerings, per a press release. Customers can book travel arrangements directly within the PayPal app. Our take: Consumers want travel features from their banks, which PayPal has taken up as a fintech payment provider.