AI has potential to be a competition leveler in financial services.

ServiceNow’s Greg Kanevski tells BAI’s Rachel Koning Beals about many more departments in which AI is expected to make its mark. AI can stretch human capital for higher-touch responsibility in compliance and it could lead to data-first M&A. Listen now.

IDology's Crystal Blythe discusses in the BAI Banking Strategies podcast that the real-time fraud fight lies solidly with building out an information-sharing consortium across collaborators and competitors.

Brian Keefe of NICE Actimize joined the BAI Banking Strategies podcast to share his best ideas to leverage fraud-detection technology and real-time interdiction.

BAI Global Innovation Awards Lead Judge Amy Radin and Vice President & Portfolio Head - Strategic Accounts, Financial Services of Infosys Raghav Agarwal join the BAI Banking Strategies podcast to share recent industry innovation trends and how banks can position themselves as leaders focused on customers, data, and collaboration.

In today's fiercely competitive environment, marketers are feeling the pressure to drive engagement, strengthen loyalty, and achieve deposit growth. Robert Ropars from Vericast joins us to share his perspective on how financial institutions can drive customer acquisition, increase retention and develop attribution strategies in the digital marketing space.

Brian Keefe from NICE Actimize joins on the BAI Banking Strategies podcast to talk about heightened volume and patterns of fraud during the holidays, and what banks can do about it.

Marc Salinas and Eric Campbell from Bottomline Technologies join us to share how recent industry events create an opportunity for financial institutions to position themselves as a valued resource for their business banking and commercial clients and win the battle for primary ownership of the customer relationship.

FedNow is officially live. With the launch comes the potential for financial institutions to expand and provide different products and services that they are just touching on today.  Brian Keefe from NICE Actimize joins us to tell us more about how FedNow can be safe and efficient, all while allowing for a wider range of innovative instant payment services in the near future.

Greg Kanevski of ServiceNow joins the BAI Banking Strategies podcast to discuss the impact of increased fraud on financial institutions and how they can better protect themselves and their customers in their fight against fraudsters.

Mark Majeske of Alacriti joins the BAI Banking Strategies podcast to dissect and debunk some of the top myths regarding fraud and faster payments.

Payments are a central focus in digital banking for retail customers. This is less the case when it comes to businesses. Layne Kight from Deluxe is with us to share ideas on how banks and credit unions can create a better payments experience for their business customers.

Val Srinivas from Deloitte joins us to share his firm’s recent research into the difficulties people with disabilities encounter while banking, and how banks can make things easier.

The stunning collapse of Silicon Valley Bank and other banks in early 2023 has reframed how the industry is thinking about risk. Joan McGowan and Tom French from SAS join us to offer advice to banks and credit unions on how to better address the many risks they face.

American families dislike talking about money – a recent Wells Fargo survey found that 40% of people would rather talk to their parents about their funeral plans than about their financial plans. Michael Liersch, head of advice and planning for Wells Fargo Wealth and Investment Management, joins us with insights on how banks can help families build more open relationships about money, and why it’s in the banks’ interests to do so.

Banking is getting more complex, and that greater complexity is creating more uncertainties and more risks. Sam Savage from Probability Management joins us to make a case for why banking institutions should change the way they think about and deal with uncertainties.

The visual images of natural disasters tend to highlight damage to property, but the real lasting damage is done to people. Kate Bulger from Money Management International joins us to talk about their BAI Global Innovation Award-winning program to help low and moderate income people deal with their finances after a disaster.

As banks work toward deeper and longer-lasting connections with their customers, their choice of language matters. Beth Johnson, chief experience officer at Citizens Bank, is our guest to talk about how her bank is rethinking how it uses words.

Mobile bank branches have been around for years, but its versatility is giving it a growing role at some institutions. Todd Barnhart and Chris Hill from PNC Bank join us on the BAI Banking Strategies podcast to discuss how they’re taking to the road to reach underserved communities.

The world of real-time payments is about to have a new heavyweight contender as the Federal Reserve rolls out its FedNow Service in 2023. Brian Keefe from NICE Actimize joins us to tell us more about FedNow and how the new service stands to benefit smaller banking institutions.

While many in the financial world are running away from crypto and its perceived dangers, there are others who see lots of opportunity. Gene Grant, CEO at LevelField Financial in Houston, joins us to talk about what his new bank wants to do in the crypto space, and why now is the right time to do it.

Millennials and Gen Z are starting to inherit money in what will end up as the greatest transfer of wealth in history. Steven Ramirez from Beyond the Arc is our guest to discuss the scale of this transfer, and how banking institutions can position themselves to attract some of those assets.

Because banking institutions are in the money business – their customers’ and their own – they are also in the risk business. Keith Pearson, head of financial services at ServiceNow, joins us to discuss how banks and credit unions can improve their security by digitalizing their risk management.

Banking continues its digital makeover, both to gain efficiencies and to meet customer desires for faster, easier and more convenient. BAI’s Debbie Bianucci and Dennis Gada from Infosys join us to discuss the trends and priorities they’re seeing in the industry’s digital transformation.

Many community banks are feeling pressure to grow to avoid being wiped out or bought out. Could serving non-traditional businesses provide the new opportunity they need? Ryan James, CEO of Surety Bank in central Florida, joins us to discuss his bank’s experiences with the non-traditional, including moving into cannabis and crypto-related banking.

Customer service is cheaper for banks to deliver digitally than via other channels – the trick is to do in a personalized way. Jennifer Timbrook from STAR Financial Bank joins us to discuss her Indiana-based bank’s approach to digital customer service.

Environmental, social and governance considerations are growing in importance at banks and credit unions. Gary Levante, who heads the ESG effort at Berkshire Bank, explains why banks should view embracing ESG as a way to gain a competitive edge.

Our series on key issues for banks in 2023 focuses this week on finding, nurturing and retaining talent. Megan Burkhart, chief human resources officer at Comerica, discusses how her bank is dealing with the talent challenge and she offers insights that may be of value to other institutions.

Banking-as-a-service is among the most talked-about innovations in banking, and also perhaps among the least understood. Jeannette Kescenovitz, who leads development of banking-as-a-service capabilities at Finastra, shares her views on how BaaS might grow its presence at U.S. banks and credit unions in 2023.

An aggressively rising interest rate environment can cut both ways for the banking industry. Tom Brown, long-time banking industry analyst and editor of Tom Brown’s Banking Weekly newsletter, offers his views on rate impacts as part of his outlook for banks in 2023 and beyond.

Winners of the BAI Global Innovation Awards are out, and they cover a wide swath geographically and in the industry challenges that they address. Amy Radin, who works with financial services executives to anticipate and adapt to change, is our guest to talk about the BAI awards and financial services innovation more broadly.

A number of key uncertainties face banks and credit unions in the coming year. BAI's Karl Dahlgren shares findings in our latest survey the biggest business challenges for bankers in 2023: new-customer acquisition, digital experience and talent.

With odds of a recession rising, banks are positioning themselves for tougher times. Nicole Elam, president and CEO of the National Bankers Association, tells us why minority-owned banks are now in good shape to ride out a recession.

Biometrics are a familiar tool used by bank and credit union fraud teams to try to thwart bad actors. Seth Ruden from BioCatch and Joey Zollinger from Alkami join us to discuss a growing area of biometrics that focuses on customers’ digital behaviors.

The dramatic rise in interest rates in recent months has more savers thinking about the returns they’re getting on their money. Neil Stanley from The CorePoint joins us to talk about how banks should be thinking about deposit pricing as a way to keep customers happy.

In an economy stressed by high inflation and growing recession worries, many Americans are struggling with their finances. Rochelle Gorey from SpringFour discusses how banks and credit unions can be more innovative in tending to their customer’s overall financial health.

Between tech advances and new competition, banking institutions need to be innovators to keep pace with the trendsetters. Paul Steenkamp, a former banker and author of a new book on leadership and innovation, joins us to offer insights on how banks can better embrace change.

Neobanks are having a lot of success getting customers to open accounts, but very few are making any money. Christoph Stegmeier from the global consultancy Simon-Kucher joins us to discuss profitability challenges and other findings of their 2022 study on neobanking.

Banks are required by law to know their customers. Deep fake technology in the hands of outlaws is making that hard job even harder. Vijay Balasubramuniyan, CEO at Pindrop, joins us to talk about the world of deep fakes, and how this technology is impacting the world of banking.

Success at bank contact centers has long been measured by resolution speed and call volume. But is this changing? Terri Panhans from Vericast joins us to share her insights on how the role of contact centers is evolving as day-to-day banking transactions go increasingly digital.

Banking institutions lose billions of dollars each year to fraud, and every dollar lost comes with a 4X multiplier that jacks up the costs. Greg Kanevski from ServiceNow shares his insights on how banks and credit unions can put data to better use to push back on the bad actors and save big money in the process.

Banks and credit unions are challenged to fill job openings as they go up against fintechs and other competitors in a tight labor market. Craig Alexander, head of talent acquisition at BMO Financial Group, tells us about their new hiring program focused on a population segment looking for opportunity.

Everyone in banking knows about KYC – Know Your Customer. Less well-known is its close cousin, Know Your Business. Heidi Hunter, chief product officer at IDology, joins us to talk about the role of KYB for banking institutions and how they can do it more effectively.

In the ultracompetitive fintech space, it’s hard for any startup to attract funding, and it’s even harder for Black, Hispanic, women and LGBTQ entrepreneurs. Elizabeth McCluskey from the Discovery Fund at CUNA Mutual joins us to discuss investing in fintechs being started up by members of underrepresented groups.

Like other businesses, banks and credit unions always have to be on guard against organizational inertia. Sandra Quince, an executive at Bank of America, talks about its executive-loan program that brings in new ways of thinking while developing future bank leaders.

The metaverse is still in its early stages of development, but some banks are already thinking about its customer-connecting potential. Sandeep Vishnu, a partner at the consulting firm Capco, shares his thoughts on how financial institutions might find a home in the metaverse.

Banks and credit unions know the future is digital, and that traveling there is a long road with many obstacles. Chris Craver, head of digital products at Valley National Bank, joins us to talk about his bank’s approach to digital transformation and outlook for the future.

Northern Trust is as traditional as a bank comes, but behind that stately façade, breakthrough innovations are being developed. Marc Mallett, Northern Trust's head of whole office strategy, tells us more about what the bank is doing on the leading edge of change.

There continues to be an increase in scams and fraud that target banks and their customers. And with this continued increase could come more liability for banks when scams and fraud occur. Jake Emry, a fraud prevention expert at NICE Actimize, discusses how regulators are reinterpreting existing laws, and how banking institutions can better protect themselves.

If customers own their banking data and can decide how it's used, what does that mean for banks and credit unions? David Foss, CEO at Jack Henry & Associates, joins us to discuss open banking and the scale-defying opportunities it can provide for regional and community institutions.

Diversity, equity and inclusion is a key issue for banking institutions, and also for the federal agencies that regulate them. Nikita Pearson, director of the FDIC’s Office of Minority and Women Inclusion, tells us what her agency is doing to promote DEI internally and at banks.

Greater engagement with customers means greater loyalty, which in turn leads to greater customer lifetime value. Matt Gillin, CEO at Relay Network, joins us to discuss how banking institutions can use content feeds to elevate customer engagement and increase personalization.

Many U.S. banks are building scale via acquisition. Among the largest institutions, Citizens Bank looks to be the pacesetter. Don McCree, vice chairman and head of commercial banking at Citizens, is with us to talk about its M&A strategy and what he sees ahead for the industry.

Millennials and Gen Z represent almost half of the U.S. population, and they’re growing up so fast. Rajesh Shah from Citizens Bank and Bal Shukla from Infosys join us to discuss why lending is the right product set for banks to build strong relationships with younger Americans.

In recent years, an increasing number of Americans have walked away from their credit history through a maneuver known as "credit washing." Jason Kratovil, head of public policy at SentiLink, explains what credit washing is and the cost it’s imposing on the banking industry.

The blockchain is for more than just cryptocurrencies, but how can banks best put this technology to work? Zack Bishop from Synovus Financial, a one-time crypto miner, is with us to talk about the blockchain and a new stablecoin project that his bank is a part of.

One of the pandemic's significant impacts is that it has led to a surge of new small businesses being formed across the U.S. Karl Dahlgren, managing director for research at BAI, joins us to talk about new BAI Banking Outlook research that sheds light on what small businesses want from their banks.

Banking customers want fast, they want safe and they want both available to them digitally. Heidi Hunter, VP of product innovations at IDology, joins us to talk about digital identity verification and how it can help banks and credit unions deliver speed and security.

With April being Financial Literacy Month, the focus of this week's podcast is education. Rod Griffin, who leads consumer education at Experian, joins us to talk about what Americans need to know financially, and how banks can help them learn.

Two years after the pandemic began, the rush to digital by banks and credit unions continues at a rapid clip. Josh Brown, chief operating officer at BrightFi, joins us to discuss what digital transformation might look like for smaller financial institutions.

When Climate First is part of your name, it’s clear where your priorities lie. Ken LaRoe, founder and CEO at Climate First Bank, joins us to talk about his startup institution, its name and its values in the context of broader issues in banking today.

With all the pressing challenges that community banks face, should they also devote brain space to cryptocurrencies? Shuki Licht, chief innovation officer at Finastra, makes his case for why community banks should be focused on crypto now.

Improving the digital customer experience is one of 2022’s top business challenges for financial services providers, according to BAI Banking Outlook research. Gaurav Bhatia, chief marketing and digital experience officer at PenFed Credit Union, joins us to talk about what his institution is doing for its 2.6 million members and how it’s working.

Millions of Americans are living their lives largely outside the banking system. Lisa Fischer, chief growth and lending officer at Mission Lane, joins us to discuss how data can be used to provide more financial access to the underbanked.

Bank mergers are occurring at a brisk pace these days. Some deals will be successful, while others will be less so. What accounts for the diverging outcomes? Vibhas Ratanjee, a specialist in M&A integration from Gallup, discusses the role culture can play in making it more likely that a banking merger will work out according to the dealmakers’ plans.

Rising inflation joins growing competition and digital disruption as key threats for banking in 2022. Prominent banking analyst Tom Brown tells us why he nonetheless has a rosy outlook for the industry this year.

Digital banking continues to grow in momentum and importance. Jacquie Hersch, head of industry marketing for financial services at ServiceNow, joins us to discuss digital transformation and how banks can offer even more effective digital products and services.

When the pandemic restricted access to branch lobbies, customers took to the idea of making appointments when doing their banking. Matt Hertel from UKG joins us to talk about the current state of appointment-setting and where he sees it going in the years ahead.

Credit unions are getting more active in the bank-buying business as a way to add scale and efficiencies. Our guest is Jeff Disterhoft, who heads Iowa’s GreenState Credit Union, the most active M&A player in that market.

With the end of 2021 in sight, it’s time to start thinking about what we might experience in banking in the coming year. Karl Dahlgren, who heads the research group at BAI, is with us to talk about emerging issues and ongoing trends that stand to affect the industry in 2022.

Banking-related fraud cases have soared during the COVID-19 pandemic. David Schneiderman and Andrew Corbett from NICE Actimize join us to discuss the fraud trends that have become a huge customer-security challenge, and how banks and credit unions can fight back.

As banks and credit unions undergo digital transformation, the mortgage department is getting its share of attention. This is making the mortgage process much faster and less manual. Phillip Petrie, vice president at ServiceLink, joins us to discuss how automation and other advances are streamlining the mortgage business.

Growing competition in financial services is fueling a corresponding upswing in innovation among both new entrants and established players. BAI's Debbie Bianucci and Dennis Gada from Infosys discuss the latest innovations they're seeing, and how those advances stand to change the industry.

Leverage data and relationships — that, in a nutshell, is Fifth Third Bank’s plan to promote diversity, equity and inclusion. Stephanie Smith, who heads the bank’s DEI efforts, tells us more about building a program to provide greater access and opportunity, both in the bank and in the community.

Digital banking made tremendous gains during the pandemic. While some banks and credit unions lagged, others set the pace. David Tuyo, head of Los Angeles-based University Credit Union, joins us to talk about what his institution has done, where it’s headed and what others can learn from UCU's acceleration into digital banking.

Environmental, social and governance considerations are rising in importance in banking. Amelia Pan, managing director in the ESG advisory group at PJT Partners, joins us with thoughts on how bankers should think about ESG as it gains in stature.

Identity fraud, account takeover, phishing attempts — financial institutions have seen all of these crimes increase in 2021. Andy Shank, vice president of fraud and risk product management at Vericast, joins us to discuss how banks and credit unions can better protect customers from these growing threats.

Like other industries, banks can often benefit in the present by learning lessons from the past. Financial commentator Zachary Karabell joins us to discuss "Inside Money: Brown Brothers Harriman and the American Way of Power," his new book on one of the nation's oldest financial firms, and why its story matters for banks today and in the future.

The personalization trend being driven by online retail, streaming media and other industries is also a front-of-mind issue for banks and credit unions. Greg Kanevski, global head of banking at ServiceNow, discusses a personalization strategy that has an optimal mix of people and technology.

Where’s the leading edge of design and technology in banking, and how is it changing the industry? Jean-Pierre Lacroix, president of the branding and design firm SLD, tells us what North American banks can learn from overseas financial institutions about the latest tech and how they can put those insights to work.

Customer relationships are highly valuable assets for banks and credit unions, and that makes them potentially lucrative targets for fintechs and other competitors. Cheryl Chiodi from ABBYY and industry consultant Jim Griffin share ideas on creating personalized banking experiences to strengthen customer relationships and stand up to outside threats.

The double whammy of COVID and competition has banks and credit unions speeding up their move to the cloud. Chris Zingo from Finastra joins us to talk about how the financial industry is changing its approach to the cloud as digital banking grows in importance.

Banking customers want speed, convenience and ease of use. They also want customized experiences that address their specific needs. Chris Stanley from Moody’s Analytics joins us to discuss what goes into creating this kind of personalized customer experience as banking goes ever more digital.

As banks, credit unions and other businesses rely more on customer data, that data rises in value and becomes more of a theft target. Jim Van Dyke, SVP for innovation at Sontiq and a leading voice on data breaches, discusses how financial institutions can best protect their customers.

There was a time when banks tended to give fintechs the side-eye. These days, banks are taking another look at fintechs as they consider them as a potential business partner. Randy Rivera, an ex-banker who's now on the fintech side, shares his thoughts on the benefits and challenges of a bank-fintech partnership.

To address long-standing financial inequality, U.S. banks are stepping up their public commitments to make more capital available in underserved communities. Michael Innis-Thompson, the head of community lending at TD Bank, joins us to talk about a $105 million fund to help minority-owned small businesses and an even bolder initiative that the bank is undertaking.

Middle-market banks may be large businesses in terms of assets and reach, but they lack valuable scale compared to the industry’s biggest players. Danelle Faust from Accenture Interactive shares a customer-centered strategy that can help middle-market banks compete more effectively despite the size gap.

Banks and credit unions seeking to tighten connections with their customers need to know what those customers value. Karl Dahlgren, managing director for research at BAI, joins us to share interesting and some surprising results from the latest BAI Banking Outlook research on consumer banking preferences.

It may surprise banks and credit unions to know that they are seen by some as high emitters of climate-altering carbon. Emily Kreps, global director for capital markets at CDP Worldwide, explains the thinking behind the high-emitter status, and what bankers can do to change it.

The pandemic-related upswing in digital banking is also adding momentum to open banking. Nick Farrow from Modern Treasury joins us to talk about where open banking stands in the U.S. now, and how it may change future customer relationships.

After more than a year of extreme stress and uncertainty, America's small businesses are gathering momentum in a bustling economy. Patrick Smith, head of small business banking at Santander Bank, joins us to offer his thoughts on what small businesses need most from their banks now, and how best to deliver it to them.

The branch isn’t going away but it is evolving. PWCampbell CEO Jim Caliendo offers his thoughts on where branches are headed – what they’ll look like, what they’ll offer customers and more.

For many investors, their expected return is more than maximum profitability. They also want their capital to produce a positive social impact. Ron Homer, long-time investment manager at RBC Global Asset Management, joins us to talk about impact investing and how its appeal is growing.

The lending opportunities in 2021 are starting to look different from 2020's. How can financial services organizations benefit from a customer's new priorities? Stephenie Williams, executive director of acquisition solutions at Harland Clarke, discusses how multi-loan preapprovals can help.

Protecting customers and staying onside with the regulators are perennial challenges for financial services organizations. How is technology helping now, and how could better tech help even more? David Ehrich, executive director at the Alliance for Innovative Regulation, offers some thoughts on regtech’s current and future role. He also discusses his role as a judge in the BAI Global Innovation Awards, and why financial services needs more of an innovation mindset.

New BAI research is out with detailed portraits of each generation, from baby boomers to Gen Z, and what its members want from their financial services organizations. Karl Dahlgren, managing director for research at BAI, digs into the findings that bank and credit union leaders will find insightful.

Banks and credit unions have digitally adapted to the changes that came with COVID, though each one at a different speed and intensity. Danny Baker and Josh Spisak, both from Fiserv, join us to discuss how financial services providers are digitally responding to the pandemic’s impacts and where those efforts go from here.

Community banks may not have size going for them, but they do have something else of great value — deep relationships with their customers. Mike Kerins, CEO at RobustWealth, joins us to discuss offering wealth management as a way to further deepen those customer connections while increasing revenue.

Accessing capital can be a challenge for small-business owners in lower-income communities, largely because of how lenders assess the credit risk of these would-be borrowers. Brad McConnell, CEO of Allies for Community Business in Chicago, joins us to discuss a novel way of gauging repayment risk in underserved areas.

Banking is speeding headlong into its digital future. So where does that leave that old industry workhorse, the branch? Jon Voorhees, director of distribution strategy at Terra-Strat Group, joins us to talk about the roles he envisions for physical locations in the years ahead.

The FDIC has made some changes aimed at streamlining the rules governing brokered deposits. Tom Nelson, chief investment officer at R&T Deposit Solutions, joins us to explain some of the changes that benefit banks and credit unions.

For banks and credit unions, the idea of undertaking a digital transformation can be daunting. Our podcast guest says it doesn’t have to be. Jim Baxley, executive director of global market strategy at nCino, shares his thoughts on how financial organizations can accelerate their big digital makeovers with "micro-transformations."

BAI's 2020 Global Innovation Awards for are out, and the winners include a Texas-based bank that’s among the first to create its own opportunity zone fund to promote development in low-income areas. Doug Schaeffer and Noelle St. Clair, both from Woodforest National Bank, join us on the podcast to discuss why and how they set up the fund.

With all of the big political shifts in Washington this year, we can expect to see big shifts in financial regulation as well. Jo Ann Barefoot, CEO at the Alliance for Innovative Regulation, discusses three financial regulation changes that could help the industry and the country.

Banks and credit unions want very much to be the go-to source for their customers’ financial services needs. The key to landing that role is establishing a strong and lasting connection. Anson Vuong, managing partner at Gallup, discusses recent research that suggests many financial services organizations are underplaying the emotional side of making that connection.

When a bank or credit union considers where to open a branch, it looks for a good location to connect with customers. The same line of thinking works for digital banking, says Hannes Van Rensburg. chief commercial officer at Clickatell. A good location, he says, is in messaging apps.

Like other financial services providers, mortgage lenders are working to make their staffs as diverse as the different communities in which they operate. Listy Limon, VP of national production at Homespire Mortgage, joins us to discuss the benefits of increasing diversity, equity and inclusion at the companies within her industry.

Financial services organizations have lost many billions of dollars to fraud in recent years, with one of the most lucrative schemes involving identity theft and account takeover. Lance Hood, senior director of authentication services at Neustar, discusses how bank and credit union call centers can fight fraudsters by quickly identifying who’s legitimate and who’s a crook.

COVID-19 has made many small businesses realize that they can benefit from more banking services than just basic checking and savings. Norm DeLuca, general manager for banking solutions at Bottomline Technologies, joins us to talk about the unmet needs of small- and mid-sized businesses, and how banks filling those needs can both profit and protect their relationships from fintechs and other nonbanks.

We’re all counting on COVID vaccines creating a brighter 2021, and that includes the banking industry. On this week’s podcast, prominent bank analyst Tom Brown, CEO at Second Curve Capital, says he sees a weak beginning for banks giving way to a strong second half as the economy picks up momentum.

The big spending of the holiday season is over and now it’s time to pay the bills. Some of those bills will be taken care of using bank bill-pay services. Our guest on the first BAI Banking Strategies podcast of 2021 is Dan Holt, CEO at BillGO. He’s here to talk about the current state of bank bill pay, and to offer his thoughts on how and why it should get a makeover.

We’re just a couple of weeks from flipping the calendar to 2021, so naturally many are wondering what the new year may bring — though perhaps with a little more eagerness than usual after the many challenges of 2020. Karl Dahlgren, managing director for research at BAI, discusses a number of trends heading into the new year, including shifts in consumer trust, the prioritization of diversity, equity and inclusion efforts, and the most important financial services needs by generation.

Banks and credit unions have invested heavily to enhance the customer experience on customer-facing channels to keep pace with fintechs and other competitors. Less thought and spending have been focused on middle- and back-office operations. Tammi Shapiro, global head of product for financial services at ServiceNow, makes the economic and efficiency case for implementing an end-to-end digital solution.

Financial institutions have experience dealing with recessions that hammer businesses and elevate default risk among borrowers. But 2020 offers a new wrinkle — an instant collapse in economic activity due to a deadly pandemic. On this podcast, Laurent Birade and James Partridge, both experts in credit risk analysis at Moody’s Analytics, discuss the challenges of extreme tail events and how going through COVID-19 may help improve future risk modeling.

Many banks run ad campaigns highlighting how they serve customers in the military community, but we hear less about banks and credit unions hiring from the military community. For Veteran’s Day, our podcast guest is Barclay Keith, who served in the Army in Afghanistan prior to co-founding the fintech firm Artis Technologies, where he is now CEO. He joins us to share insights on what veterans have to offer banks and credit unions.

Bank branches were already evolving when the coronavirus arrived last spring, and the pandemic has only added to that state of change. Sue Dowd,  senior vice president of retail strategy at design firm Miller Zell, discusses branch safety measures during COVID and how financial institutions are trying to get more out of less space.

Perhaps nothing in banking has been more disrupted by COVID-19 than customer service, and it’s still unclear which of today’s workarounds will become permanent changes. Patrick Reetz, senior vice president for products and markets at Revation Systems, discusses the present and future of customer service, including how banks should blend their digital and human capabilities to achieve best results.

One of COVID-19's key impacts on banking is an acceleration of the industry’s transition away from the branch and toward the digital device. While that may be the broad trend, a deeper look shows a less uniform reality, with some banks and credit unions transitioning faster and more effectively than others. We’ll traverse this uneven terrain with Greg Thompson, director of change management at nCino, and get his take on how financial institutions should think about digital transformation.

With the arrival of COVID-19, fraudsters and other criminals have put even more of a bull’s eye on financial institutions. Greater reliance on digital banking, the cyber exposures of work from home and the harsh economic side effects of the pandemic are all contributing to the upswing in scams and schemes targeting the industry. Matt Tengwall, general manager for fraud and security solutions at Verint Systems, discusses tough security challenges that banks and credit unions now face, and some ways to more effectively meet those challenges.

COVID-19 has forced banks and credit unions to embrace short-term change -- the health of their businesses depends on it. These changes create opportunities for innovation. Amy Radin, a leading voice on innovation in financial services and author of “The Change Maker’s Playbook,” is the guest on this week's podcast. She discusses how banks and credit unions can innovate for the longer term, as well as the BAI Global Innovations Awards, where Radin has served as a judge the past several years.

The national focus on inequality is driving greater efforts to address long-standing issues around diversity, equity and inclusion in the financial services industry. Nate Bennett, chief diversity officer at Comerica Bank, discusses the industry's successes and ongoing challenges when it comes to DEI, as well as to discuss what’s working for Comerica in its approach to DEI that might also work for other banks and credit unions.

What are the key factors driving a financial institution’s profitability? How do banks set strategy and then support it? What are the products and services of tomorrow, and how should they be priced? Enterprise performance management (EPM) can help answer these questions and more. On this podcast, Danny Baker, vice president of market strategy at Fiserv, discusses how EPM works and how it may provide value for banks and credit unions dealing with a disrupted financial services landscape.

COVID-19 has everyone hyper-aware of many things that most of us didn’t think twice about before. Take cash, for instance. Who wants to touch paper bills or coins nowadays when they don’t know who’s been handling that money before them? As a result, cards are used for even the smallest transactions. Nicole Machado, executive director of product strategy for card services at Harland Clarke, discusses the latest in card technology, and how the pandemic has particularly spiked demand for cards that don’t require punching in a PIN.

Whether measured by new account growth, deposit growth or deposit share, a handful of America’s biggest financial institutions dominate retail banking. It’s a tough uphill fight for smaller banks trying to compete. Tom Brown, editor-in-chief of Tom Brown’s Banking Weekly newsletter and CEO of Second Curve Capital, discusses where smaller institutions might find opportunity and advantage.

Economically speaking, COVID-19 has been particularly virulent for small businesses. We’ve all seen the “closed for good” signs on the doors of favorite restaurants, retail shops and other businesses that were at least holding their own just a few months ago. Tens of thousands have failed, and even more are still struggling to stay afloat. Jay DesMarteau, head of commercial distribution at TD Bank, discusses a recent TD small business survey on the pandemic’s impacts, and also what more financial institutions can do to help these small but vital companies stay in business.

Online retail powerhouse Amazon knows a thing or two about deepening a customer relationship and using those stronger ties to generate more revenue. Financial institutions also want deeper connections with their customers. This is at the heart of customer lifetime value. This episode's guest is Tom Long, co-founder and principal at The Long Group, a New Hampshire-based strategic consulting firm. Long believes banks and credit unions can borrow from the Amazon playbook to enhance customer loyalty and boost their bottom line.

When people interact with a financial institution, they expect to be treated fairly. It’s not too much to ask, yet the complaint files suggest there may be gaps between the goal and the reality. Marcia Tal, CEO of Tal Solutions and a former executive at Citigroup, discusses bias in banking and a new AI-based tool her company created to identify bias incidents affecting customers and employees.

Digital banking was already growing at a healthy clip when the coronavirus arrived in the U.S. in early 2020, and it’s only gained momentum as branch visits and face-to-face interactions have largely dried up. BAI research directors Mark Riddle and Jason Mencias discuss results from recent BAI surveys on digital banking trends, what different demographics value and how financial institutions are handling the pandemic’s disruptions.

Across the country, banks and credit unions are welcoming customers back into their branches. But like other businesses reopening their doors, there are clear differences between how things worked pre-March 2020 and how they’ll be going forward. Brian Wallace, general manager for banking at Reflexis Systems, joins us with insights on what financial institutions can learn from the COVID-19 experience in making their branch operations more efficient.

Why is customer experience so important? One of the biggest reasons is that so much of banking is largely commoditized. CX is one of a shrinking number of ways that a financial institution can truly differentiate itself in a crowded marketplace. This episode's guests are David Williams and Joan McGowan, both principals at SAS. They offer insights from their respective vantage points on how the COVID-19 pandemic has accelerated the trend toward digital, and how banks and credit unions can modernize their digital CX to gain a competitive advantage.

Diverse, equitable and inclusive workforces are significantly more productive and more profitable than workforces that aren’t. This is backed by a number of studies over the years. Financial services organizations have this valuable diversity in their lower ranks, but it peters out pretty quickly when you look higher up on the corporate ladder. Diane Ashley, CEO of DTA Diversity Counts and formerly the chief diversity officer at the Federal Reserve Bank of New York, discusses the current diversity, equity and inclusion landscape within banks and credit unions, and what these organizations can do to address long-standing issues of race and inequality.

Banks and credit unions scrambled to keep their customer support going as a work-from-home job after the unwelcome arrival of the coronavirus. Now, with reopening talk getting louder, it’s hard to see that that important function simply going back to the way it was pre-COVID-19. D.J. Haskins, head of marketing at SilverCloud, shares what he's seeing from clients as a result of the pandemic, and how the lessons learned this spring may change customer support in the years ahead.

Whether it’s dealing with an extreme disruption like COVID-19 or just to be more effective competing every day, banks benefit from new ideas to streamline current operations and to spot new business opportunities. An innovative mindset within an organization starts at the top and filters down so workers at all levels know their ideas for how to improve are welcome. Vanessa Colella, chief innovation officer at Citi and head of its Citi Ventures equity investing arm, talks about how financial institutions can -- and why they should -- embrace a culture that encourages and rewards innovation.

By moving fast to ease the economic hardship felt by businesses and families, financial institutions have built up trust and good will with their customers through their COVID-19 response by embracing the idea that “we’re all in this together.” But at the end of the day, banks are businesses that depend on revenue and profits to remain healthy. Debbie Bianucci, president and CEO at BAI, discusses why banks are well-positioned to deal with the COVID-19 disruption, and what they can and should be doing for their customers to help them get through these unprecedented times.

The federal Paycheck Protection Program was built for speed -- get Congress to expedite the loan funding and then get it out ASAP to small businesses reeling from the coronavirus shutdowns. But in all of the well-meaning haste, banks have been challenged to make the nuts and bolts of the program work on a hurry-up schedule, and with so much competition for a limited pot of money. Brian Mauntel, president of Heartland Bank in central Ohio, discusses how his community institution quickly worked through the obstacles of PPP and delivered for its small business customers.

Generation Z may have grown up as digital natives, but when it comes to banking, they’re not just about the technology. A recent BAI Banking Outlook survey shows that Gen Z also likes to get face-to-face financial service and advice, and for a generation that freely shares so much information about their daily lives, they want a surprising amount of privacy when it comes to their finances. ​Karl Dahlgren, managing director of research at BAI, tells us more about the emerging financial habits and preferences of the generation that’s America’s youngest and, at 90 million strong, its largest.

We hear a lot about the need for digital transformation in the banking industry and, if nothing else, the COVID-19 experience is reaffirming for banks the importance of their digital identity and capabilities. But what does a true digital transformation look like for a financial institution, and what are the key ingredients needed to get it done? Chris Skinner -- influential commentator, blogger and author -- discusses his new book, "Doing Digital," which highlights five banks that are leading the way in digital transformation, and why digital matters as the industry contends with the coronavirus pandemic.

The coronavirus pandemic has closed the doors of small businesses, driving up unemployment and stress levels across America. Part of the federal government’s plan to help small businesses stay afloat is the $350 billion PPP loan program, but there have been some snags in getting the money into the hands of those who need it. In this episode, Mark Messick, director of products at Jack Henry Lending, says some of those issues are being worked out, while others will be tougher to fix.

Spare rooms, couches and dining room tables are now office space for millions of Americans working from home due to COVID-19. But a dispersed labor force still needs access to data and documents to get their work done, as well as powerful workflow tools to integrate individual efforts across the organization. Josh Spisak, senior product manager for the Nautilus ECM suite at Fiserv, says enterprise content management can be one of those centralizing tools. During this podcast, he discusses how ECM can prove its worth by efficiently analyzing and sharing data, which is a valuable asset for today’s financial services organizations.

Whenever there’s a disaster, you can count on scammers and fraudsters to be quick to try to exploit our fears and sense of compassion. So it’s no surprise that the current COVID-19 crisis has already spawned a spike in online criminal activity, including sales of fake vaccine kits, bogus crowdfunding appeals and virus-tracking apps loaded with malware. Mary-Helen McElfresh, senior director of Zelle fraud risk prevention at Early Warning, is with us to discuss how her company is working to stay ahead of cybercrooks.

Wild daily swings in the stock market are just one sign of the sudden toll that the novel coronavirus is taking on America’s economic health. Across the nation, there are plenty of other signs: closed businesses, canceled flights, slower manufacturing and more. Jeff Korzenik, chief investment strategist at Fifth Third Bank, shares his insights on how long and deep the economic downturn may be, and what's important for financial institutions to communicate to customers.

We’re in the thick of tax season now -- that time of year when financial advisors huddle with their clients to discuss planning and portfolios. But at some point in the near future, will those huddles broaden into the client's personal issues and family needs? And if they do, are the advisors equipped to hold up their end of the conversation? Cam Marston of Alabama-based Generational Insights will share some of his thoughts on how the role of the financial advisor may expand from wealth coach to all-around life coach as boomers and Gen Xers make room for millennials and Gen Z.

Data can yield great value for banks and even more for customers. But so much hinges on defining the pain points account holders struggle with and how banks can best aggregate and leverage the data they have. What's more, data behemoths such as Google, Amazon and Facebook may arrive at the financial services winner's circle before banks do. But there is good news in terms of banking data blossoming into insight, shared on this podcast by Todd Barnhart, executive vice president, head of retail distribution for PNC Financial Services Group.

What challenges and opportunities lie ahead for financial services leaders in 2020? What will keep a customer from leaving one bank for another? And will customers trust their money with the Googles, PayPals and Apples of the world? BAI recently conducted its BAI Banking Outlook: Trends in 2020 research, and BAI’s Karl Dahlgren and Jason Mencias stopped by the podcast studio to walk us through the findings.

Whether it benefits customers and employees on the front end or core systems on the back end, digital transformation is a top shelf to-do for banks in 2019. But it's not as though the imperative comes with easy-to-follow instructions where "tech gadget a" plugs into "tough problem b." Here to share her smart strategies, we have Kristiane Koontz, executive vice president, director of banking transformation at Zions Bancorporation.

Making consumer bank strategy stick ranks among the hottest topics in financial services today. But to get there, financial institutions must figure out how to balance a host of channels, from branches to call centers to mobile and its next wave. Ben Hopper of First Tennessee Bank shares his insights on achieving the optimal digital-physical combination to benefit customers and bolster banks in 2019.

Considering that smartphone apps are just a dozen years old, the technology has exploded far beyond anything Steve Jobs might've imagined when he unveiled the first iPhone. Now in 2019, the reality of mobile-centric banking has arrived, with Varo Money already delighting customers to the tune of 13,000-plus five star reviews on the App Store and Google Play. Colin Walsh, Varo's CEO and co-founder, describes the journey from blueprint to charter, and how Varo hopes to help millions of customers improve their financial lives.

Not much thought is always given to exactly what puts the “community” in “community banking.” But the renaissance in arts, technology, culture and entrepreneurial spirit in Detroit goes hand in hand with financial services leadership. It also illustrates beautifully the role banks can play in shaping a modern urban comeback story. Chris McComish, chief banking officer, consumer and wealth management at Chemical Bank, talks about how his institution has worked to foster relationship-driven growth and prosperity, and offers insight into an upcoming merger with another midwestern bank.

Digital transformation. The term and the concept predate smartphones and widespread internet usage. Yet if it’s time to bring the idea up to date in an age of AI and machine learning, what does this mean for the financial services industry? And what's the best way to approach strategy even as the pace of transformation has turned into the financial services equivalent of a rocket launch? Kim Capps, chief operating officer for Southern Bank, shares how financial institutions and community banks in particular can keep up the unprecedented changes.

Who is using direct banks and why? How do their customers define ‘convenience’? BAI’s Jason Mencias and Mark Riddle share insights from the latest BAI Banking Outlook report on this week’s podcast.

Who is using direct banks and why? How do their customers define convenience? BAI’s Jason Mencias and Mark Riddle share insights from the latest BAI Banking Outlook on this week’s podcast.

Small businesses are a big deal to the people who own, operate and create them. But that doesn't mean they've had the easiest time working with banks and credit unions, who aren’t always able to cater to these clients every need. That is changing, though, as banks and credit unions reconsider the possibilities that come from fruitful small business relationships. Chris Spiek, vice president of customer acquisition at Autobooks, talks about designing and executing the right solutions to win the loyalty of this dynamic customer segment.

Over the last decade, financial services innovation has flourished not just in volume but also in variety. In areas such as societal impact, marketing and human capital, a few special institutions are changing how business gets done and progress made. Fresh off announcing this year's winners of the BAI Global Innovation Awards, BAI president and CEO Debbie Bianucci shares what makes this year's crop stand out and how true innovation permeates every layer of a forward-thinking financial institution.

Digital transformation demands that the role of the CFO change to meet a very particular, poignant set of challenges. The question is: How? Enter the "superhero CFO," a gifted and proactive leader who can literally save the day Whether that means breaking data out of silos or finding hidden efficiencies, the tasks of today's data-rich environment demand focus, perseverance and forward-thinking momentum. Danny Baker, vice president of market strategy, Financial and Risk Management Solutions, Fiserv, discusses how today's CFOs can shine in a fast-moving digital world.

Today's community banking environment demands an extra layer of hustle and decisive action to grow and compete. Fortunately, there's already a blueprint for success that leverages three factors: planning, marketing and talent management. To get the mix right, banks must forego the shortcuts and set their sights on creating lasting change. On this podcast, David Furnace, the CEO of Haberfeld Associates, shares nuances and strategies culled from more than 30 years in the financial services industry.

With roots in business academia, behavior finance provides answers to explain the perplexing things all of us do as consumers. Why do we follow others in our spending decisions? Why are we motivated more by what we might lose than what we can gain? To explain, this week's podcast features Meg Goodman, operational leader for Jacobs & Clevenger.

Fraud has moved far beyond the days of passing bad checks and rigging ledger books, both in its volume and sophistication. In the hands of determined hackers, high tech stoops to low levels that threaten everyone, financial institutions and customers alike. Yet banks can build robust defenses into the foundation of all they do and stay steps ahead of even the most determined thieves. Alisdair Faulkner, chief identity officer, Business Services at LexisNexis Risk Solutions, shares how banks can balance the customer's need for speed and friction-free service with sophisticated fraud protection.

Wouldn’t it be nice to program a bank’s digital journey into a computer? Aside from being impossible, the task of digital transformation becomes that much harder for those who run community and regional banks in competitive markets. But there are ways to win the game, which include smart alliances with fintechs. Christopher Maher, president and CEO of OceanFirst Bank in New Jersey, explains how his financial institution has successfully adapted to life and business in a digital age.

Innovation in financial services sometimes overlooks the pressing needs of consumers who teeter on the edge of financial peril. Causes for trouble are many: staggering student loan debt, massive credit card balances and minuscule savings. Yet fintechs can make a major difference. To explain how, we'll chat with David Reiling, CEO of Sunrise Banks and author of the book "Fintech4GOOD."

Thanks to mobile technology and easy ecommerce, consumers find themselves in a new position of power where they compare their banking experience to other aspects of their effortless, seamless world. That poses a major quandary for financial institutions as they struggle to keep up, even as nimble fintechs enter the picture. Tyson Nargassans, CEO of Saylent Technologies, shares how banks can make the best use of data and technology to become increasingly invested--and relevant--in people's lives.

Pinning down the fine points of how banks can conduct themselves ethically--and establish best practices across the organization--has always been tricky. On this podcast, BAI's Byron Marshall and Jason Mencias share new findings and actionable insights from a BAI Banking Outlook survey that addresses the major challenges banks face surrounding risk, ethics, compliance and more.

Data can yield great value for banks and even more for customers. But so much hinges on defining the pain points account holders struggle with and how banks can best aggregate and leverage the data they have. What's more, data behemoths such as Google, Amazon and Facebook may arrive at the financial services winner's circle before banks do. But there is good news in terms of banking data blossoming into insight, shared on this podcast by Todd Barnhart, executive vice president, head of retail distribution for PNC Financial Services Group.

Not much thought is always given to exactly what puts the “community” in “community banking.” But the renaissance in arts, technology, culture and entrepreneurial spirit in Detroit goes hand in hand with financial services leadership. It also illustrates beautifully the role banks can play in shaping a modern urban comeback story. Chris McComish, chief banking officer, consumer and wealth management at Chemical Bank, talks about how his institution has worked to foster relationship-driven growth and prosperity, and offers insight into an upcoming merger with another midwestern bank.

For years, the banking industry has bandied about the word "innovation" until, ironically, it's become a tired cliche. What's more, the all-talk-no-action of "innovation theater" has taken center stage at too many financial institutions. Enter Amy Radin, who in "The Change Maker's Playbook" identifies winning innovation strategies from leaders who transcended the talk and took action. A BAI Global Innovation Awards judge, Radin shares from her years of experience the proven pathways to make innovation a company-value and driver of bottom line success.

Many metaphors describe the illusion of banking progress, from the "innovation petting zoo" to "innovation theater." It's one thing to buy your innovation team some hipster bowling shirts or put a ping-pong table in the break room—but quite another to overcome the caution and fear that keeps winning ideas from getting a robust tryout. In advance of co-leading the BAI Innovation Summit in October, Jason Henrichs of FinTech Forge talks about the technologies, mindsets and learning strategies that drive change and success in the digital age.

It’s called “authentic banking,” the call for financial institutions to join forces with customers and understand a host of crucial issues through their eyes, from financial literacy to nuisance fees. What’s more, authentic banking means more than just outstanding customer service. The thrust to practice and champion authentic banking brings with it a concerted attempt to act on the needs of consumers in what more resembles a mutual partnership. But the movement is gaining momentum, and here to explain it is Rick Calero, senior managing director, institutional client manager for TIAA.

What was once known simply as Human Resources is today calling itself talent management—and in 2019, the battle to attract, hire and retain talent is as fierce as any ion recent memory. It’s a job seeker’s market, and banks must work hard to counter an industry reputation of stodginess and stuffiness. But there are clear ways to succeed in the short term, and win the talent game in the long run. Here to share her strategies and insights, we’re joined by Janet Coletti, executive vice president Human Resources at for M&T Bank.

If you think regulators still have roadblocks up for de novo banks, guess again. A cooperative spirit between bankers and government authorities has emerged, clearing the way for faster approvals to help new financial institutions get down to business. The only obstacle at this point? Word hasn't yet spread enough for those with de novo dreams to move in the direction of decisive action. On this podcast, Mi Bank chairman /CEO Robb Farr, and senior vice president core technology Erin Tecker, talk about how they've set out to create a different business banking experience, and what it's like to take part in Detroit's comeback story.

On Episode 100, of the BAI Banking Strategies Podcast, BAI's Mark Riddle and Jason Mencias share key findings and takeaways from their latest quarterly business banking research. The business banking landscape is changing—rapidly—yet financial services organizations find themselves challenged to keep up. The disconnects are many, with some banks unaware of how their position and reputation amongst business customers have changed. The BAI Banking Outlook report sheds light on how banks can refine their overall strategy and gain a competitive edge.

Digital transformation. The term and the concept predate smartphones and widespread internet usage. Yet if it’s time to bring the idea up to date in an age of AI and machine learning, what does this mean for the financial services industry? And what's the best way to approach strategy even as the pace of transformation has turned into the financial services equivalent of a rocket launch? Kim Capps, chief operating office for Southern bank, shares how financial institutions and community banks in particular can keep up the unprecedented changes.

The cannabis industry carries with it tremendous potential and opportunities for merchants, suppliers and backers. But for banks, the sector isn't so clear cut. What's legal in a growing number of states remains illegal on the federal level, and that places financial institutions at a tricky intersection. Tony Repanich, president and chief operations officer for Shield Compliance, breaks down how banks can work within the industry to manage risk, comply with regulations and satisfy operational demands associated with the market.

Whether it benefits customers and employees on the front end or core systems on the back end, digital transformation is a top shelf to-do for banks in 2019. But it's not as though the imperative comes with easy-to-follow instructions where "tech gadget a" plugs into "tough problem b." Here to share her smart strategies this podcast, we have Kristiane Koontz, executive vice president, director of banking transformation at Zions Bancorporation.

The flipside of superior customer experience is a strong fraud program, even if it's not the sexiest thing for banks to promote. Still, you can't have the former without the latter, and getting the balance just right challenges even the most innovative financial institutions. Debbie Peace, co-founder and CEO of ACH Alert, gets to the heart of how the two forces work in tandem and win customer loyalty.

Despite a newfound fascination with customer engagement, banks know it's a constantly moving target that doesn't reward indecision or momentary distractions. It takes strong resolve and concentration to stay on top of it—and strategy that leverages all that data and high tech have to offer. Carrie Stapp, SVP of product management at Harland Clarke, sees the key to customer engagement as enabling the easy use of the products consumers value most. On this podcast, she discusses how banks can achieve this goal through a smart mix of personal interaction and harnessing valuable customer data.

Considering that smartphone apps are just a dozen years old, the technology has exploded far beyond anything Steve Jobs might've imagined when he unveiled the first iPhone. Now in 2019, the reality of mobile-centric banking has arrived, with Varo Money already delighting customers to the tune of 13,000-plus five star reviews on the App Store and Google Play. Colin Walsh, Varo's CEO and co-founder, describes the journey from blueprint to charter, and how Varo hopes to help millions of customers improve their financial lives.

Compliance has always presented a set of thorny challenges for banks, and at this point there's no going back to simpler times. Enter "regtech," a subset of fintech that aims to handle how regulations are met and requirements satisfied. But there is more: So far as customers are concerned, regtech helps financial institutions to become more transparent and trustworthy. Shiran Weitzman, CEO and co-founder of Shield FC, talks about the digital developments that have led us to this point, and how banks can harness all regtech has to offer to move themselves forward.

While the fight for tighter cybersecurity keeps financial institutions scrambling, it means much more than keeping firewalls strong and hackers out. Miscues with data can destroy customer trust, while the demand for high-tech talent has banks competing not just with each other but every other business sector as well. Sundeep Nehra of EY's financial services office practice draws on decades of experience to share how financial institutions can best handle a changing security landscape, win the talent war—and build modern systems to repel today's worst cyber threats.

Creating organic growth boils down to a seeming paradox: developing intelligent digital tech that meets customers where they live. BAI Global Innovation Awards judge Alex Sion of Citi's D10X program explains how financial institutions can apply the latest technology to rapid changes in family life and consumer behavioral patterns.

Making consumer bank strategy stick ranks among the hottest topics in financial services today. But to get there, financial institutions must figure out how to balance a host of channels, from branches to call centers to mobile and its next wave. Ben Hopper of First Tennessee Bank shares his insights on achieving the optimal digital-physical combination to benefit customers and bolster banks in 2019.

Artificial intelligence, BAI's Trend of the Year in 2018, looks set to have another banner run in 2019. But many financial institutions still haven't figured out the best uses of AI or how to find the right high-tech mix. Daniel Faggella, founder and CEO of Emerj, lays out how AI can transform banks in areas from automation to risk forecasting and monitoring.

Getting to the heart of serving small- and medium-sized businesses has been a heartache for banks, as they struggle to make many work-intensive transactions into a large, meaningful chunk of volume. Charles Wendel, owner of Financial Institutions Consulting, highlights the steps banks can take to build relationships and revenue with SMBs.

Whatever the months ahead hold for technology in financial services—from open banking to closing the gaps between fintechs and banks—the future is coming faster than ever. Sue Britton, CEO and founder of the FinTech Growth Syndicate and BAI Global Innovation Awards Judge, gives us a glimpse on the most exciting developments on the banking horizon.

In an age when so much stress is placed on customer experience, financial institutions need to keep an eye on the safeguards that guarantee success. Terry Ammons, partner at PKM, explains how savvy banks can take security measures to the next level.

For all the noise surrounding customer experience, dialing in to the best practices and effective strategies is another story. Kerim Tumay, vice president of marketing for Kiran Analytics (a Verint company), explains how outstanding in-person interactions can drive an overall customer experience that ensures loyalty and gives banks an edge in the marketplace.

While financial institutions know data holds the key to success, many haven't figured out how to collect it or what exactly to do with it. Kunal Chopra, leader of Gradient Ascent's financial services practice, sheds light on how banks can move forward with data, artificial intelligence and more.

As the financial services industry begins a new year, three topics are sure to dominate the agendas of many banks. How can institutions win the talent war? How can they use data and analytics to give consumers the experiences they want? And how can banks leverage customer empathy to stand out from the competition? Join BAI president and CEO Debbie Bianucci, managing director Karl Dahlgren and chief marketing officer Holly Hughes for a special year-ahead podcast that addresses these topics and sets the stage for what promises to be a watershed year in financial services.

Are branches here to stay or going away? Is more high tech a good thing or an obstacle to human connection? The questions won't go away; smart answers are hard to find. Enter David Kerstein, president of Peak Performance Consulting Group, who shares with us his equally nuanced and no-nonsense views on what’s ahead for branch banking.

If you’ve ever wondered why banks should teach employees serious content in amusing and engaging ways, consider the bottom-line effect it can have on customer interaction and experience. John Findlay, founder and CEO of Launchfire, walks listeners through the benefits of gamification and how it takes talent management to the next level.

Many banks now believe it’s a great idea to work with fintechs. Yet smart caution and compliance don’t always square with life in the high-tech fast lane. Likewise, fintechs often lack the needed experience to make bank partnerships work. Ben Schack, leader of U.S. digital partnerships at BMO Financial Group, shares how banks can guide and mentor fintechs to maturity and achieve mutual victory.

Big data is huge—literally—as a game changer in the financial services industry. Yet the smart use of data comes with a host of concerns, ranging from best security practices to getting it out of the silos where it too often hides in plain sight. Clark Richey, chief technology officer at FactGem, shares his top strategies to collect, protect and leverage the data banks have at their disposal.

The Faster Payments Task Force has worked tirelessly to lay the foundation for a U.S. system that promotes the quick, seamless movement of money. Now comes the challenging part: making it happen. Connie Theien, senior vice president, industry relations program for the Federal Reserve System, brings listeners up to date and explains how private industry will play a key role in the payments revolution.

More than ever, banks need to combine the physical and the digital into an omnichannel experience that exemplifies customer experience at its finest. Consumers expect no less, so how can banks cross the finish line first? Tom McDermott, the co-founder and managing partner of Inver Consulting Group, during an interview at BAI Beacon 2018 in Orlando, built the case for and steps to this winning integration.

Coaching a sales team in an age of runaway high tech is arguably harder than ever. Enter high-touch coaching, which marries digital savvy with focused, one-on-one feedback. Lisa Oliver, president and CEO of The Cooperative Bank of Cape Cod, explains how this powerful practice works.

Attracting stellar talent has long been job one in the financial services industry, and in the digital age, many of the old-school tried-and-trues simply don’t compute. But even in a job seeker’s market and with fierce competition from outside the sector, banks can win. Debbie Morris, senior talent management consultant with Cox Enterprises, explains how.

BAI and the Digital Banking Report recently released “Humanizing the Digital Banking Experience” at BAI Beacon. The report details how banks have an opportunity to humanize customer engagement on their digital platforms. Digital Banking Report owner and publisher Jim Marous discusses why banks lag behind and ways they can bring their experience up to speed via technologies such as AI.

While artificial intelligence and machine learning have enormous potential for banks, their roles are too often misunderstood. Meanwhile, cyber security dangers continue to challenge financial institutions. Matt Mills, chief commercial officer at Featurespace, lays out what the road to high-tech efficiency looks like.

The era of distributed ledgers in the financial services industry has arrived—and what began as a cryptocurrency exchange may well become the system on which the future of financial processes are built. Julie Esser, chief engagement officer for CULedger, discusses how credit unions are entering into this exciting new world, and what that means for them going forward.

Not all corporate leaders and innovators take conventional paths to success. For some, the self-styled journey begins in the teenage years and showcases the gifts of grit and resilience. BAI Beacon Featured Speaker Kat Cole, chief operating officer and president, North America of Focus Brands, describes how financial services leaders can learn from her journey—and arrive at a winner's circle surrounded by connected customers and engaged employees.

Growing customer base and income are priorities for banks, but that comes amidst an insidious form of growth: cyberthreats from determined bad actors. That creates a balancing act between keeping customers happy and secure. David Vergara, director of security and product marketing at OneSpan, discusses how financial institutions can mount a strong front to fight cybercriminals without disturbing customer experience.

In terms of how people save, invest and use credit, you could call it a moving target, based largely on economic conditions--and how they perceive those conditions. Robert Frick, corporate economist at Navy Federal Credit Union, talks about the ways behavioral economics can help financial institutions understand and better serve consumers, while helping them clear up misconceptions about how to best use their money.

Financial institutions—and rightly so—put much emphasis on making consumers happy. But to that end, employees on the front and back end hold the keys to success. Jamie Frogale, director of learning and development at Arlington Community Federal Credit Union, discusses how managers and leaders can motivate their charges and nurture their growth.

Especially in the wake of relaxed regulation, community banks have leverage to make their customer experiences better. Joe Salesky, the CEO at CRMNEXT Inc., discusses how the marriage of technology and proactivity can help banks deliver frictionless experiences.

In advance of moderating the BAI Global Innovation Awards sessions at BAI Beacon, JP Nicols of FinTech Forge talks about how this year's finalists exemplify first-class innovation across categories from data analytics to community impact. He also gives a sneak peek of the takeaways Beacon attendees will garner in service of a crucial goal: to drive powerful innovation in their banks and financial institutions.

A technology focus in the modern banking world means more than chasing new gadgets. Banks truly must adopt an overarching high-tech mindset that embraces innovation to give customers maximum value and satisfaction, in and outside the branch. This week's podcast features leading edge technology insights of Sonny Singh, senior vice president and general manager of Oracle Financial Services global business unit.

The drive for stellar customer service has been a constant in banking for generations. But the explosion of new digital technologies means a host of new ways to reach that goal—and a good share of confusion as well. Titi Cole, executive vice president, head of operations at Wells Fargo, discusses these issues in advance of her presentation at BAI Beacon 2018. By equipping employees the right way—and satisfying their desire to make a difference—banks can realize quantum leaps in meeting the financial needs of consumers.

Levels of credit have historically been based on the FICO score. But what if there was a way to expand beyond that metric and take other factors into account? That's exactly what a new breed of fintechs are doing by leveraging alternative data to reach underserved consumers. Poulomi Damany, vice president of data products for Credit Karma, explains how her company uses data points such as on-time bill payment and spending patterns to build a more comprehensive picture of the consumer.

The digital movement of money from consumer to merchant to bank and back again—all in the blink of an eye—is upon us. Call it the dawn of cybermoney. Al DeBonnett, co-founder and chief operating officer of CyberBanque Ltd., talks about moving towards a cashless society, and how this will impact the future of financial sovereignty in the U.S. and worldwide.

Stellar service doesn't stop at meeting basic customer needs: It means anticipating them to build the foundation of a strong relationship and a more "human" experience. That also means leveraging technology to free up valuable time so bankers and clients can interact on issues that matter. John Maniscalco, senior vice president, head of customer experience and retail productivity at TD Bank, outlines the elements of peerless customer treatment and interaction in advance of his appearance at BAI Beacon in October.

Deposits and interest rates are rising and that's good news for big banks. But questions remain as to how smaller banks will land their market share—and how potential disruptors such as Amazon could change the picture for all. Betty Cowell, senior advisor at Simon-Kucher & Partners, shares what banks can expect in the second half of 2018.

Many Americans live paycheck to paycheck, or are in a situation where one financial emergency could create financial chaos. Banks can help these people by encouraging and building financial literacy, which in time can foster lasting customer loyalty. Luvleen Sidhu, co-founder, president and chief strategy officer of BankMobile, discusses breakthrough practices that can help make a difference.

The banking industry knows by now that it’s missing major opportunities to tap the small business lending market. But between paperwork hassles for borrowers and return-on-investment fears from lenders, it’s left a void for fintechs to exploit. Sam Taussig, head of global policy at Kabbage, explains how online platforms are taking the friction and guesswork out of small business loans.

In 10 years, the banking landscape has accelerated to digital warp speed, bringing with it mobile apps, remote deposit capture, chatbots, upstart startups and the first stirrings of artificial intelligence. But is the temptation to keep up a trap that compels financial institutions to try being all things to all people? Julien Courbe, who leads PwC's U.S. Financial Services Advisory, weighs in on how banks can gain focus and renewed perspective through picking the right projects—and leveraging the never-ending endgame of stellar customer experience.

Small businesses are healthy, and the fundamentals are strong. But bankruptcies are up, and small businesses with good credit have big decisions to make in terms of investing back into equipment and hiring. Are owners finally ready to take their growth, enthusiasm and investment to the next level? And how can banks help? Gavin Harding, senior business consultant with Experian, surveys the landscape and discusses a range of topics from the march of digital technology to regulatory risk—all in the context of a financial services world that's moving faster than ever.

With artificial intelligence taking off, banks find themselves in an unprecedented position to meet and anticipate customer needs. But on the payments side of the equation, there's still a struggle to connect the dots of consumer experience. Can financial institutions play the role of catalyst? Fran Duggan, CEO of Payrailz, shares how banks can indeed make it happen—though he stresses that there's still a long way to go.

The conversation surrounding bank branches, and their future, continues to dominate conversation in financial services. Variables run the gamut from staffing levels to overall customer usage, and how the latter will drive quality and quantity in the former. David Kerstein, president and founder of Peak Performance Consulting Group, reveals how the common assumptions about branches aren't always spot on, while offering precise insights on the road ahead—including what needs to change and how.

In her time at Netflix, Patty McCord help create a much-acclaimed slide deck on talent management that has been seen by millions. In McCord’s podcast, this BAI Beacon keynote speaker and author of the new book “Powerful” talks about why banks should do away with both performance reviews and the notion of the “empowered” employee.

Cybersecurity at banks, to quote BAI managing director Karl Dahlgren, is a constant game of Whac-A-Mole as institutions struggle to stay a step ahead of resourceful, relentless malefactors. Yet for all the concerns, banks are only as strong as their weakest link—which in some cases might be an anemic office password such as “1234.” David Bryan, the self-described “Breaker of Things” for IBM’s X-Force Red, reveals how white hat hackers test (and often defeat) the cybersecurity measures businesses have in place, while offering practical advice for keeping bank data secure.

Today’s fintech industry covers such a wide swath of innovation and invention, it’s harder than ever to identify specific pockets of major forward movement. Even the concept of artificial intelligence too often lacks clarity as it pertains to banking breakthroughs. On thing’s for sure: Competition between banks and high-techs is evolving into cooperation. Meanwhile, the revolution continues as tech traction in payments couldn’t come at a better time. Lamia Pardo, Senior Vice President of growth and operation at Pangea Money Transfer, offers her insight on the most exciting changes on the financial technology front.

For all its focus on metrics and earnings reports, the banking world too often overlooks a non-numerical variable: standout culture. Yet that softer side of the equation, when in balance, produces numbers that are tough to beat. USAA boasts the industry's highest Net Promoter Score, reflecting how much their customers praise them. And Zachary Gipson, USAA's Chief Innovation Officers, says without reservation, "We love our members." Gipson takes us behind the scenes of USAA's innovation and culture success story.

Fintech progress means shiny new toys—at least in the minds of many bankers—yet some entrepreneurs focus first on a greater good. Moved by the plight of refugees in Europe, Taqanu founder Balázs Némethi created a blockchain-based system that lets users control their identities and data as they manage their finances. The winner of two BAI Global Innovation Awards at BAI Beacon 2017, Némethi discusses how he leveraged blockchain to create a platform honored for its societal impact and disruptive innovation.

For all the talk about interactive technology, it's more than just chatbots. Questions and answers represent just the first dimension of human-machine interplay; in the not too distant future, banks will leverage artificial intelligence to help customers manage their finances in real time. Michelle Moore, head of digital banking for Bank of America, discusses the initiatives under way to bring about this unprecedented high-tech change.

The endless disruptions and revolutions in payments have done more than just taken “evolution” out of the picture: They’ve also sent the banking industry on a “wild ride.” That’s no casual choice of words, as “A Wild Ride” is the title of a new Accenture report that highlights 10 mega trends driving the future of payments. Tommy Marshall, Accenture’s fintech lead for North America, discusses those trends and shares what financial institutions need to watch out for in the year ahead.

Compliance, so often followed by the rulebook, also needs a playbook: one that gets everyone on board, from the C-suite to the front-line employees who deal with customers. What are the five key ingredients that help organizations create a culture that improves compliance and bolsters the bottom line? Pam Perdue, the Executive Vice President and Chief Regulatory Officer at Continuity, lays down the blueprint for getting compliance out of silos and into the lifeblood of financial institutions.

While it’s tempting to break up customers by their particular age demographics, it can also overlook those crucial elements that unite consumers across all generations. For example, it isn’t just millennials who are tech savvy; many Gen Xers have come to expect the same levels of seamless customer experience via their mobile devices and payment apps. Deidra Colvin, Chief Marketing Officer at Baker Hill, makes her case for a more inclusive consumer group she calls the “Now Generation.”

The key to nurturing employee commitment goes far beyond the corporate mission statement or the latest C-suite buzzwords. Yet some banks have managed to create a great culture that fosters dedication, happiness and loyalty. On our podcast, Teresa Tanner of Fifth Third Bancorp discusses the fine points of employee engagement.

The Internet was in its nascent stages of public use in 1999--a time well before iPhones, apps and mobile banking. Yet a major initiative to take financial services into the cybersphere began that year with the founding of First Internet Bank. Why has that bank stood the test of time and where banks must focus in 2018 to remain viable in the digital realm. Nicole Lorch, First Internet Bank's executive vice president and chief operating officer, shares her perspectives on this podcast.

Whether it's through the use of chatbots and predictive analytics, or taking compliance and fraud fighting to the next level, artificial intelligence promises to change every aspect of banking like nothing else before it. Three members of BAI's leadership team--President and CEO Debbie Bianucci, Managing Director Karl Dahlgren and Chief Marketing Officer Holly Hughes--share their perspectives of AI and what the financial services industry can expect in 2018.

The oft-debated topic of branches often begs for clarity--so where to start looking? The area of data analytics holds a crucial key, as it can inform a host of decisions from staffing levels to taking care of customers in peerless ways. Our guest Kerim Tumay, vice president of marketing for Kiran Analytics, discusses the role of data best practices and what's driving the industry forward in terms of branch evolution done right.

While the home equity loan market is picking up, so too is the pipeline backing up for stuck applications waiting to be processed. Automated speed and seamlessness are in demand more than ever, yet critical mass isn't yet an across-the-board reality—a particular pain point among tech-savvy millennial customers. Tim Smith of FirstClose shares how organizations can rise to the challenges and answer the demands of today's customers.

Like never before, data analytics can unlock the secrets of customer loyalty through what was once considered a soft, non-specific metric: emotional motivations for doing business. While this represents an exciting step beyond measuring customer satisfaction, many banks are understandably puzzled as to how to quantify emotional connection—and turn that information into actionable insights that yield rich rewards. Dan Leemon, senior executive advisor at Motista, explains the links between values and needs, market segments, and how resonating with the right emotions attracts much more loyal, profitable customers. For more insightful content, visit https://www.bai.org/banking-strategies.

Banks concerned with bolstering their bottom line need to examine the ROI that comes from creating peerless incentive packages. Chris Thurmond of First Tennessee Bank explains the finer points of employee incentive programs, including how such packages spark loyalty and efficiency in a workforce charged with making customers happy. For more great content from BAI. Visit BAI.org/banking-strategies

As though today's banking industry hurdles aren't enough, community banks are fighting to keep their customers happy in an era of high-stakes high tech and increasing competition for all corners. Nancy Graves, CEO of the Bank of New Jersey, shares how her institution found its place in the market, which in turn has preserved an excellent standing among its Garden State clientele.

Though regulation technology might be seen as just another fintech subset, it's anything but. In shifting regulatory and compliance efforts into the digital age, RegTech promises to deliver high speed, low costs and much more efficiency. Jo Ann Barefoot of Barefoot Innovation Group describes how the changes are already making a profound impact and creating new business opportunities in the financial services world.

When banks interact with female business owners, they must bring more to the table than cookie-cutter solutions as these clients face particular challenges—and have particular wants—that set them apart. Beth Marcello, director of women's business development for PNC Bank, discusses what women value in their financial dealings, and how perceptive bankers can help them confront debt aversion and grow their businesses like never before.

Community and mutual banks that have survived consolidation and attrition have found that meaningful local involvement extends beyond setting up a table at a summer festival. Michael Rauh, president and CEO, of Chelsea Groton Bank in Connecticut shares how his bank launched “160 Acts of Kindness” to mark the institution’s 160th anniversary. He also discusses how banks can learn solid lessons in talent engagement from companies outside the industry such as Disney.

Before hedge funds decide which banks to invest in, they compile questions—lots of them—that reveal a 360-degree view of the financial institution from management, monetary and credit strength angles. Tom Brown of Second Curve Capital explains how his decades of experience have helped him develop the litmus tests that reveal which make banks make for sound investments—and shares his views on crucial, near-term variables from deregulation to digital technology.

For all the recognition artificial intelligence has enjoyed in the banking community, it hasn’t yet found a nearly equal level of adoption. With all the questions, misconceptions and curiosity surrounding this game-changing technology, Jim Marous, the publisher of Digital Banking Report, shares some of the latest findings by way of his newly published report, on the eve of its formal presentation at BAI Beacon.

Across the board, experts agree that Wall Street needs to take a closer look at blockchain. Ron Quaranta, chairman of the Wall Street Blockchain Alliance, has gone a step further as a proponent for education and preparation within the financial services sector. Quaranta talks about how blockchain is changing the calculus within the industry, and how curious executives can stay on top of digital ledger technology.

Greg Blausey of Salesforce explains how a digital-savvy sales approach makes all the difference in a time of big data, artificial intelligence and customized customer treatment.

Facebook has 2 billion users, giving it astonishing potential to reach the prospective customers banks want. Social media platforms can also enhance customer experience and identify desirable demographics with pinpoint accuracy. Deepanjan De of Facebook shares his insights into how banks can make the most of mobile technology and Facebook's ubiquity.

More than just chatbots, artificial intelligence in banking promises to change how the industry tackles its most fundamental tasks and pain points, from serving customers to streamlining troublesome paperwork and processes. But what’s taking shape today that sets the stage for a bold tomorrow? Ruth Polachek, the CEO and founder of Fincheck and a BAI Beacon speaker, offers her views on A.I. present and future.

Where does Chicago stand within the worldwide fintech community and what are its major contributions? Michael Busch, the president of Burling Bank and Lisa Curran, the co-founder of the non-profit industry group FinTEx provide an informed glimpse into what’s going on in Chicago’s fintech scene.

Bank branches, while on the decline, will continue to serve as an integral part of multi-channel strategy for financial institutions. To that end, innovation and inspiration will play out on many levels as banks attempt to keep their branches relevant. Jonathan Rowe of nCino takes a deep dive into best in technology and user friendliness that branches will offer in the near future and beyond.

More than ever, a social media presence for banks means more than mounting a Facebook page or sending out generic Twitter messages. Melissa Musgrove of Regions Bank shares how her institution leverages social media to address service inquiries, handle complaints quickly and win new customers. She also stresses the need for replacing sales pitches via social media with meaningful information and advice.

Whatever fintech meant just a generation ago, or even a few years ago, its breadth and scope have widened to a point where it embraces a stunning range of applications. Scott Robinson, the founder and VP of San Francisco-based Plug and Play Fintech, takes us through the innovation landscape to highlight the very best of fintech prior to his appearance at BAI Beacon.

The BAI Global Innovation Awards program has fielded thousands of submissions over its seven-year history. It's given BAI president and CEO Debbie Bianucci insight as to what true banking innovation looks like. While fintech may be an innovation driver, it's far from the only one. On this podcast, Bianucci discusses the many facets of banking innovation, from human capital to societal impact.

When banks get involved in improving the financial wellness of their prospective and current clients, everybody wins. How can banks help those who struggle to achieve financial stability and assure customer loyalty? On this podcast episode, Rochelle Nawrocki Gorey, co-founder and CEO of SpringFour, outlines how consumers can reach meaningful goals and how banks can help them get there.

Even as hackers and malware make international headlines, banks have resources to keep the bad guys at bay--some of them as simple, yet powerful, as keeping fresh data backups under lock and key. Sean Cassidy, the co-founder and chief technology officer of DefenseStorm, walks us through what banks can do to stay a step ahead of cyber threats.

Fintech is no longer a matter of anti-bank disruption, and sometimes it takes a former entrepreneur in the space to best communicate that message. Andres Wolberg-Stok, who serves as Citi Fintech's global head of policy, shares how his bank makes high-tech work for in-house teams and customers alike.

Financial wellness has come to public consciousness as consumers look for better ways to take control of their finances. But what can banks and financial institutions do to ensure a successful journey? Jennifer Tescher, the founder and CEO of the Center for Financial Services Innovation (CFSI), outlines the big wins possible when banks and consumers work in tandem to realize financial wellness goals.

Tom Caragher discusses what banks need to know about CECL including which records to pull and which staff members to recruit to present first-rate data.

The BAI Banking Strategies podcast kicks off season 3 with Jill Castilla, President and CEO at Citizens Bank of Oklahoma. The institution has roots that go back more than 100 years - to a time before Oklahoma was a state--and on this episode, Castilla talks about how her bank has learned to adapt to the times to stay healthy and relevant. She also shares some of her best practices in areas such as finding, hiring and retaining the best talent.

On this episode of the BAI Banking Strategies podcast, we're joined by banking branch expert Jon Voorhees of Peak Performance Group about the closing, opening and evolution of bank branches. Voorhees reveals how banks can close branches and still experience low customer attrition rates.

On this episode of the BAI Banking Strategies podcast, we talk with Bennett Bradley of BB&T about his bank's new in-house initiative to identify prime areas for innovation, and champion for various bank divisions while partnering with fintechs. Bradley discusses how the ultimate goal of his team is to "surprise and delight" customers.

On this episode of the BAI Banking Strategies podcast, we're joined by payments expert Patricia Hewitt. Patricia shares with us her thoughts about how digital-social ecosystems such as China's messaging app WeChat represent natural payments hubs - allowing financial services organizations to serve consumers where they already live, work and play.

On this episode of the BAI Banking Strategies podcast, we talk with British banking veteran Anne Boden, the founder of Starling Bank, the first mobile-only banking platform in the U.K. Boden shares what led her to leave the traditional banking world and how she sees the nimbleness of fintech companies leading to new opportunities for challenger banks.

On this episode of the BAI Banking Strategies podcast, we're joined by Chris Skinner, international fintech expert and author. Chris talks about the latest revolutions from the Internet of Things (IoT), with particular focus on how these technologies are shaking up the banking world.

On this episode of the BAI Banking Strategies podcast, we're joined by Miranda Hill, director, innovation and commerce strategy at ThoughtWorks in Seattle. Miranda discusses the key attributes that make for successful fintech innovation, as well as what she hopes to see from nominees for the BAI Global Innovations Awards.

On this episode of the BAI Banking Strategies Podcast, we talk with Avril Castagnetta, senior manager at Ernst & Young. Castagnetta explains the fine points of social selling, which uses social media platforms such as LinkedIn to foster deep sales relationships, as well as how to set up a social selling platform in less than a week.

On the first episode of Season Two of the BAI Banking Strategies podcast, we talk with Don Campbell, president at RightCourse LLC and a contributor to the TAG Fintech 2017 report "Data Analytics: Big Data in Financial Services."

On the last episode of Season One of the BAI Banking Strategies podcast, we talk with Colin Carvey of TransUnion about synthetic fraud, where criminals create fake identities to land and steal from credit lines, at a great cost to banks. Carvey explains how financial institutions can fight this fraud in conjunction with credit bureaus.

On this episode of the BAI Banking Strategies podcast, we talk with Conny Dorrestijn , CEO of Shiraz Partners and based in the Netherlands. Conny talks about Europe's instant payments landscape, and how banking innovation leaders are divided into three categories: optimizers, transformers and disruptors.

On this episode of the BAI Banking Strategies podcast, we talk with Robb Gaynor, chief product officer at Malauzai Software in Austin, Texas. Robb outlines the current breakthroughs in AI. These include "conversational banking," where platforms such as Alexa and Google Home provide new levels of proactive assistance, and the Internet Bank of Things (IBOT), where devices to talk to each other to serve consumers.

On this episode of the BAI Banking Strategies podcast, we talk with Steve Ehrlich, lead analyst for emerging technologies at Spitzberg Partners LLC in New York. Ehrlich discusses the burgeoning world of blockchain, tracing the digital ledger from its bitcoin-related origins to its present promise to revolutionize the financial services industry.

On this episode of the BAI Banking Strategies' podcast, we talk with CarrieAnne Cormier, digital banking strategist and retail banking officer with Avidia Bank in the Greater Boston area. Cormier talks about creating the "Avidia Smarties," a group of bank employees who use social media to engage and entertain audiences, while gaining Avidia national and international attention.

How will financial services organizations negotiate new and emerging technologies in a way that creates the best outcomes for customers and employees? On this episode of our BAI Banking Strategies podcast, we talk with Alex Jimenez, a digital banking and payments strategist with Zions Bancorporation, about the impact that high-tech innovations from artificial intelligence to implantables are having on the banking industry.

On this episode of the BAI Banking Strategies' podcast, we talk with Ian Schweid, senior vice president director of electronic services at Coconut Grove Bank. A member of the Federal Reserve's Faster Payments Task Force, Schweid discusses the task force's work, the rapid changes impacting financial services, and a payments future where driverless cars and appliances could take the lead in consumer interactions.

How do community banks and credit unions best cater to the needs of millennial consumers and business owners? We talk with Graham Seel, founder at BankTech Consulting, about the impact millennials and technology have on community-based financial services organizations.