Bits & Banks with Aditya Khandekar & Reva Rao - Episode 2

Welcome to Bits and Banks: The Digital Disruptors Series , Episode 2

In our latest Bits & Banks episode, Reva Rao (ex-Golden 1, Travis CU, now Head of Digital Transformation at Blend) shared her frontline perspective on digital transformation—and what really delivers value.

Here are her key takeaways:

• The real ROI of digital transformation : A member got an emergency HVAC loan approved on his lunch break and fixed the same day. That’s not a transaction; it's a solution that builds lasting loyalty.

• Human-centric hybrid models are essential : When a fully digital tool for small business accounts saw low adoption, the lesson was clear: complex, relationship-driven banking needs tech to enhance human touch, not replace it.

• The Power of Simple Communication to Retain Members : A credit union fixed its dipping NPS scores not by building a new feature, but by simply telling members they could access existing home equity funds instantly—a benefit they never knew they had.

A powerful reminder from Reva Rao: "You don't realize the halo effect of a simple transaction making the impact on people's lives."

Listen to full episode now!