Understanding customer needs and the innovation agenda w/Rilla Delorier

Show Notes

Rilla Delorier, who sits on multiple bank and fintech boards, joins Dan Marks on this episode to discuss how banks can ensure innovation gets the proper attention at the board and management level.

Innovation from the perspective of a bank executive vs a bank board member
How Rilla filters and prioritizes key information
Understanding the customer perspective to inform strategy
The importance of having people from different perspectives to spark inspiration
Key innovation areas of opportunity for community banks
Avoiding the ‘twin traps’ of being too aggressive and too massive on a transformation program as opposed to not doing enough
3 key lessons learned by Rilla that would be helpful for bank management
Advice Rilla would give to her younger self

Show Notes

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