Jim Marous: Customer obsession is key for banks to boost growth

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26.03.2026

Jim Marous: Customer obsession is key for banks to boost growth — Banks urged to pursue customer obsession

Customer experience alone may no longer be sufficient for banks aiming to drive growth and loyalty. In a recent episode highlighted by Jim Marous, Marbue Brown of The Customer Obsession Advantage explores the idea that banks should evolve beyond customer centricity and adopt a model of true customer obsession.

Marous draws attention to the shifting expectations in banking, suggesting that an obsessive focus on customer needs is now crucial for success.

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Marous has previously examined how AI is modernizing bank lending practices in a recent interview with Aftanalytics CEO. He also discussed with S.P. "Wije" Wijegoonaratna how AI is reshaping lending into a governed process in a separate feature. Both discussions highlight shifts in banking operations and technology.

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