A significant issue facing financial brands is the overwhelming number of choices and decisions account holders and prospective account holders face daily. This cognitive load can lead to a poor shopping experience on financial websites, resulting in the loss of millions in loans and deposits.Jon McDonald, founder and CEO The Good, and author of Behind the Click, suggests financial brands engage in proactive communication and undergo user testing to understand customer needs truly. Jon joins this episode of the Exponential Insights series to discuss the importance of personalized digital experiences and removing barriers for both types of consumers — "satisficers" looking for quick solutions and "maximizers" seeking detailed information. He also discusses why post-purchase communication is critical to meet customer expectations, fostering positive emotions and encouraging advocacy.Join us as we discuss:-Behavioral Insights: Understanding Online Behavior (04:24)-The Paradox of Choice in Digital Experiences (18:39)-Optimizing the Post-Purchase Experience (38:08)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many financial institutions experience limited conversions when running paid traffic to their campaign landing pages. They invest significant ad dollars but fail to capture and convert leads effectively, leading to wasted resources and missed opportunities for loans and deposits.To overcome these obstacles, financial institutions should enhance trust by providing clear information about their identity and reliability, display rate information transparently to align with consumer expectations, and offer easily accessible resources like buying guides to nurture leads effectively.Join us as we discuss:-Secret Shopping Study Insights (01:28)-Transparency in Rates (10:30)-Communication Follow-Up (15:32)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Hosted by Ausha. See ausha.co/privacy-policy for more information.

Over 80% of financial brands lack a clear digital growth strategy, leading to confusion and misalignment among marketing, sales, and leadership teams. This results in organizations getting stuck in cycles of chaos and conflict, unable to effectively address core fears related to change and growth.The absence of a well-defined digital strategy exacerbates common fears such as fear of the unknown, fear of change, fear of failure, and even fear of success. Join James Robert Lay and Audrey Cannata as they unpack the Digital Growth Blueprint and how one credit union in Texas increased alignment and gained a unified path forward through this roadmap.Join us as we discuss:-Identifying and Addressing Misalignment (09:09) -The Role of Stakeholder Conversations (14:00) -Transforming Go-to-Market Strategies (19:55) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many financial brand leaders often find themselves questioning their role and value within their organization amidst periods of significant change and transformation. This self-doubt is commonly driven by imposter syndrome and a fear that the value they create may not be recognized or needed by their team or organization.By fostering adaptability and resilience, leaders can transform their self-limiting beliefs, embrace discomfort, and ultimately drive themselves and their organizations toward exponential growth. Join James Robert Lay and Audrey Cannata on this episode of the Digital Leadership series as they emphasize the importance of radical honesty, celebrating victories, and maintaining a growth mindset to navigate and thrive in changing environments.Join us as we discuss:-Embracing Discomfort for Growth (06:52) -Overcoming Self-Limiting Beliefs (17:38) -The Role of Villains in Transformation (24:19) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode of the Digital Growth Journeys series, Rob Hoyle, Chief Information Officer at Vantage West Credit Union, shares the story behind HUSTL, a new digital brand specifically designed for freelancers and small business owners. With features like custom project folders, seamless expense tracking, and dedicated customer support, HUSTL helps these entrepreneurs manage their finances more efficiently. The service extends beyond digital capabilities by engaging with the community through in-person events and collaborations, thereby building a stronger affinity with its usersJoin us as we discuss:-Challenges and Lessons in Starting from Scratch (03:29) -Targeting the Freelancer Market (05:13) -The Importance of Affinity and Community (14:40)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Internal misalignment could be costing your bank or credit union millions of dollars. Many financial brands, while confident about their service and experience, may actually be failing to align their internal messaging and strategies. In this episode of the Practical Perspectives series, we’ll discuss a real-world example  of a financial institution struggling with inconsistencies in their product positioning, resulting in missed opportunities and customer confusion.  We’ll share the importance of having a unified internal communication strategy and firsthand experiences with both their own financial brand’s services and as well as their competitors' offerings.Join us as we Discuss:-The Importance of Unique Product Positioning (06:21)-The Power of Perspective and Expertise (17:19) -Benchmarking for Better Alignment (21:43)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Despite having access to financial education, the mass majority of people still experience financial stress and anxiety, while struggling with the emotional and behavioral aspects of money management.This financial insecurity is exacerbated by comparison culture and the constant move of goalposts, leading to a sense of inadequacy and perpetual dissatisfaction. Even high-achieving individuals fall into the trap of not recognizing their progress and feeling stuck. Misconceptions about financial success being solely related to income level further complicate the issue, fostering a sense of hopelessness among those with modest earnings.In this episode of the Behind the Cover series, Audrey Cannata joins James Robert Lay to dive into the Psychology of Money: Timeless Lessons on Wealth, Greed, and Happiness by Morgan Housel. They discuss shifting focus from pure financial literacy to integrating emotional and behavioral insights into financial coaching. By addressing underlying beliefs and behaviors, financial brands can better support their account holders, encouraging small, sustainable steps towards financial confidence and long-term wellbeing. Join us as we discuss:-Behavioral Aspects of Money (05:24) -Comparison Culture and Social Media (13:19) -Setting and Achieving Financial Goals (16:19) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Financial brands often struggle with unseen gaps in their marketing and sales systems, leading to lost loans and deposits. Understanding the "what" and "why" behind consumer behavior is critical, but many financial institutions lack clarity and actionable insights. In this episode of the Exponential Insights series, Carlo Cardili, COO at Alpha Rank, and James Robert Lay discuss a strategic approach to overcoming these challenges by leveraging both big data (what people are doing) and thick data (why people are doing it). This approach helps financial institutions identify and address blind spots, develop a strategic plan tailored to their needs, and implement a continuously optimized digital growth strategy.Join us as we discuss:-Understanding Consumer Behavior (05:44) -Simplifying the Application Process (23:41) -Re-engaging Abandoned Applications (28:34) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

The commonly held belief that financial well-being is the starting point for achieving overall life satisfaction is misguided. Despite the increased focus on financial literacy and education, financial stress and anxiety are at an all-time high, with many people failing to achieve true financial stability.The path to true financial well-being begins with mastering one's physical and mental health. Through personal stories and philosophical insights, James Robert Lay and Audrey Cannata emphasize that by improving physical fitness and mental resilience, individuals can create a strong foundation for financial stability. They share practical advice, such as integrating physical activity into daily routines and leveraging Stoic philosophies for long-term mental and financial health.Join us as we discuss:-The Five Levels of Wealth and Wellbeing (04:27) -The Role of Emotions in Financial Decisions (07:33) -The Interconnectedness of Physical, Mental, and Financial Health (16:46) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

This panel discussion at the CuneXus Symposium addresses key challenges faced by credit unions, such as achieving positive loan growth, fostering loyalty, differentiating lending products, enhancing member experiences, preventing fraud in digital account openings, managing liquidity, expanding digital presence, and adapting to post-COVID member expectations.Join us as we discuss:-Audience Engagement and Mindset Shifts (05:12) -Navigating Digital Transformation (09:58) -Opportunities and Future Growth (13:59) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Discover why EQ plus AQ surpasses IQ and how emotional intelligence can drive your financial brand's growth, just as it has for iconic brands like John Deere since the late 1800s.In this episode of the Practical Perspective series, we will revisit the basics of sowing seeds of trust and nurturing human relationships, essential for guiding both your organization and account holders through complex times. Additionally, we'll explore the science-backed power of positivity, introducing a simple framework to plant and nurture innovative ideas within your team.Join us as we discuss:-The Financial Stress Epidemic (09:09) -The Power of Content and Storytelling (25:26) -Navigating Change and Embracing AI (37:22)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

AI is creating a lot of buzz across industries, but where are we in the AI hype cycle? Uncertainty about AI’s place in the cycle confuses financial leaders about future growth. These negative emotions are enhanced by the godown curves of the hype cycles and the natural human resistance to change, resulting in burnout and stagnation.Leaders can effectively navigate transformation journeys by understanding models like the AI hype cycle and change management frameworks. This podcast discusses the significance of human-centric approaches, considering human factors, and maintaining external accountability. Financial brands should prioritize community engagement and continuous learning post-conference to apply insights and sustain momentum. Additionally, financial leaders should focus on mastering their mindset and physical well-being to achieve sustainable growth in the digital age.Join us as we discuss:-Stages of AI Adoption (04:40) -The Kubler-Ross Change Curve (11:39) -Conference Fatigue and Future Recommendations (19:57) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Emotional and psychological barriers like fear, imposter syndrome, and perfectionism can severely limit leaders' effectiveness. Leaders often avoid directly dealing with these barriers due to fear of failure, fear of success, or a deep-seated sense of inadequacy. Additionally, there's a widespread reluctance to have honest conversations about these issues, both at work and in personal contexts, leading to a lack of genuine connection and understanding.Mike Kelly, President & CEO of TeamOnUP and author of Meaning Is the Mission: Understanding the Symptoms of Success and How to Get Dreams Done on Purpose joins the show the share how leaders can develop effective skillsets to transform their teams and organization. He introduces the concept of 'Mission Management' as a framework to instill purpose-driven leadership and concrete methods to bridge the gap between technological advancements and human-centered practices.Join us as we discuss:-Exploring the Concept of Mission Management (08:28)-Understanding Imposter Syndrome (15:56)-Conflict Avoidance in the Workplace (35:11) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

In an industry where transformational change is necessary for organizations to thrive, leaders often find it challenging to effectively communicate and implement the insights and ideas they gain from conferences and events. This difficulty is fueled by the inherent fear of change and the complexity of translating newfound knowledge into actionable steps for their teams.By employing the "Exponential Ideas Framework" and creating a community for continuous learning and accountability, leaders can methodically translate their conference learnings into actionable plans. This framework helps leaders capture top insights, decide on key actions, and expand upon their benefits, while emphasizing the importance of storytelling to convey messages effectively.Join us as we discuss:-Understanding the Fear of Change (03:42)-Effective Communication of New Ideas (11:11) -The Exponential IDEAS Framework (19:09) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many leaders struggle to build cohesive, motivated, and resilient teams that drive growth and effectively handle the complexities of today’s rapidly changing workplace. Employees often experience disengagement and burnout, leading managers to incorrectly assume that they need to reduce pressure and expectations, which can further demotivate teams. Disengagement and lack of trust within teams can erode productivity and morale. Without a clear mission and effective communication, teams fail to see the purpose behind their work. Managers often mismanage the balance between autonomy and pressure, leading to inefficient team dynamics.In this episode of the Exponential Insights series, Scott Albrecht, author of "The Hierarchy of Team Needs," provides actionable insights into creating cohesive and high-performing teams. He offers a structured approach for leaders starting with a strong mission, progressing through trust-building, honest feedback, clear vision, and effective coaching. He reveals how applied pressure and positive reinforcement can persistently drive teams towards excellence, making the transition smoother with resilience and growth mindset principles.Join us as we discuss:-Building Trust and Honest Feedback (15:46) -Creating a Team Vision Statement (25:12) -The Neuroscience Behind Coaching (30:19)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

The hype around artificial intelligence (AI) has reached a fever pitch, especially in the financial industry. With AI being a hot topic at conferences and among financial brand leaders, there is a growing concern about distinguishing between hype and actual, practical applications.In this episode of the Practical Perspectives series, a panel of experts share their insights and recommendations on how financial brand leaders can integrate AI with human expertise to lead to better decision-making and customer experiences, unlocking new growth opportunities and ultimately emerging stronger in the Age of AI.Join us as we discuss:-Panel Discussion: Understanding AI, ML, and Predictive Analytics (02:32)-Real-World Applications and Success Stories (06:58) -Audience Q&A: Data, AI, and Predictive Analytics (23:11)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

There’s a pressing need for financial brands to maintain individuality while navigating the digital journey and customer experience. To address these challenges, organizations need to utilize behavioral economics to craft meaningful customer experiences and adopt a 'yes and' mindset to move from product-based sales to a more human-centric approach.In this episode of the Digital Growth Journeys series, Josh Cook, CEO of Community Choice Credit Union, shares several unconventional strategies his organization has implemented, such as personalized interactions, digital promotions, and leveraging sponsorships to increase awareness and membership. They’ll also cover the importance of balancing digital and in-person experiences and embracing change to achieve exponential growth. Join us as we discuss:-Challenging the Status Quo in Financial Marketing (06:11) -Redefining Financial Services Through Human Connection (18:27) -Rethinking Media Buying and Advertising (25:36) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Change can be daunting. In the age of AI, the rapid pace of technological advancements can feel overwhelming, especially for marketing and sales leaders in financial brands. The challenge lies in understanding how to effectively use AI to unlock new growth opportunities while navigating the complexities and uncertainties that come with these changes. The fear of the unknown, coupled with the pressure to stay competitive, can create significant stress for leaders. Many struggle to see beyond the immediate disruptions and fail to capitalize on the potential for exponential growth that AI offers. In today’s episode, James Robert Lay offers practical perspectives on how financial brands can navigate the age of AI to achieve exponential growth. Join us as we discuss:-AI as a Catalyst for Exponential Growth in Finance 11:22 -Optimizing Conversions with Digital Growth Strategies 21:37 -The Art of Experience Engineering 39:21 You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many individuals and organizations struggle with adaptability and transformation, hindering their growth and success.  In this episode of the Banking on Change series, James Robert Lay and Audrey Cannata discuss the challenges of stepping out of comfort zones, the pitfalls of self-limiting beliefs, and the difficulties involved in personal transformation. This episode provides strategies for overcoming these obstacles, such as embracing the Minimum Viable Product approach for rapid learning and iteration, understanding and leveraging different action modes within teams, and the importance of self-reflection and lifelong learning. They advise focusing on what's in your control, leading oneself first, and the continual pursuit of growth both personally and organizationally.Join us as we discuss:-The Journey of Writing and Personal Growth (06:52)-Preparing for Exponential Growth: A Deep Dive (14:18) -The Importance of Personal Growth in Organizational Transformation (18:17)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Financial stress and anxiety affects 85% of the population in the United States, influencing health, relationships, and overall well-being. This stress often stems from the burdens of financial expectations and how societal pressures and family narratives can lead individuals to wear financial masks, using money as a tool for external validation rather than a means for genuine fulfillment and security.In this episode of the Digital Leadership series, Audrey Cannata and James Robert Lay explore the concept of reframing one’s financial narrative. They advocate for integrating emotional aspects of money management into financial education and coaching, emphasizing the shift towards prioritizing intrinsic motivation. Their discussion includes practical advice on fostering a supportive environment for financial growth through understanding and emotional connection, both at a personal and institutional level.Join us as we discuss:-Unpacking Money Narratives and Beliefs (05:55) -The Journey Towards Financial Well-being (22:25) -The Role of Financial Coaching in Transformation (33:19) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

In the digital age, building and maintaining relationships, especially in the financial industry, is challenging. Many people struggle to keep up with the rapid pace of digital transformation, which can feel overwhelming and intimidating.In this episode of the Banking on Change series, James Robert outlines practical strategies for leveraging digital tools to build relationships and foster community engagement. He suggests using LinkedIn to connect with local community members, share valuable content, and engage with others' posts. The strategy is not just about promoting oneself but about contributing value, which in turn can help financial leaders become integral parts of their communities.Join us as we discuss:-Achieving Amazon Bestseller Status: A Team Effort (03:49) -The Power of Giving First in Digital Relationships (09:35) -Practical Steps for Cultivating Digital Relationships on LinkedIn (29:13) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Entrepreneurs and financial professionals often struggle with a disconnect in communication and understanding. Financial advice typically follows a conventional path that doesn't align well with the dynamic, unpredictable nature of entrepreneurship. This mismatch can lead to entrepreneurs feeling restricted, misunderstood, and poorly served by financial advisors who lack entrepreneurial experience.In this episode of the Exponential Insights series, Chad Willardson, founder and CEO of PACIFIC CAPITAL, and author of  "Wealth Wired Differently," joins the show offering insights tailored to the unique mindset and challenges of entrepreneurs, encouraging financial professionals to adapt their strategies to better serve this distinct group.Join us as we discuss:-The Entrepreneurial Mindset and Financial Advice (04:20) -Finding Your Niche in Financial Services (12:54) -Practical Advice for Community Financial Institutions (23:14)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

"How can we effectively guide our long-standing staff, who are accustomed to outdated systems, to embrace the transformative potential of new technology and navigate the overwhelming task of prioritizing digital transformation initiatives amidst limited resources and a multitude of opportunities?"This is a very common question and one that was recently posed by Zach Eychaner, VP of Digital Experience at ELGA Credit Union. This disconnect can cause stagnation, inefficiencies, and friction in customer experience. And there’s often the overwhelming nature of prioritizing digital transformation initiatives amidst limited resources and a wide array of opportunities.The solution? James Robert suggests focusing on belief systems and growth mindsets, which can shift from fixed to adaptable. By encouraging exploration, embracing challenges, and nurturing collaboration, financial institutions can transform not only their internal culture but also positively impact their clients' financial wellbeing.Join us as we discuss:-Navigating Digital Transformation Challenges (03:23) -Strategies for Leading Digital Experience and Growth (06:24) -Fostering a Growth Mindset for Future Success (15:15)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many financial brands struggle with losing loans and deposits due to not fullyunderstanding the customers' online journey. This lack of insight into the real-time userexperience often results in websites that fail to meet potential customers' needs,leading to poor conversion rates and lost opportunities. Without deep insights into howreal users navigate and feel about their websites, financial brands can inadvertentlycreate experiences that are confusing, frustrating, or disconnected from userexpectations.In this episode of the Practical Perspective series "Banking on Digital Growth" podcast,James Robert Lay and Audrey Cannata discuss key findings from a recent websitesecret shopping study aimed at a financial brand. They explore the importance ofunderstanding the emotional journey of customers through practical, real-time insightsthat can drastically improve website optimization.Join us as we discuss:-Philosophical Perspectives on Digital Banking (07:51) -Optimizing the Checking Account Shopping Experience (18:55) -Leveraging Community and Human Touch in Digital Banking (32:05)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

This episode of the Banking on Change series explores the concept of courage and the importance of mindset in facing exponential change. Drawing from personal experiences and historical examples, James Robert Lay discusses the challenges of adapting to rapid transformation, especially in the context of emerging technologies like AI.The need for individuals to cultivate a growth-oriented mindset, emphasizes the role of perspective, beliefs, emotions, and habits in navigating change. By understanding the philosophical foundations and practical tools for achieving exponential growth, listeners gain insights into how to thrive in an ever-evolving landscape.Tune in to explore how courage, mindset, and continuous learning can empower individuals to embrace change and seize new opportunities for growth in the digital age.Join us as we discuss:-The Impact of AI on Future Growth and Transformation (09:13) -Historical Moments of Exponential Change (12:58) -The Evolution of Technology and Its Impact on Society (20:45)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Hosted by Ausha. See ausha.co/privacy-policy for more information.

The rapid advancement of AI and digital technologies has ushered in significant changes, challenging individuals and organizations to adapt swiftly. Because of this, many people find themselves trapped in the Cave of Complacency,  resisting the change necessary to keep pace with technological advancements.In this inaugural episode of the Banking on Change series, James Robert Lay gives us a behind the scenes look at the making of his latest book, Banking on Change: The Leader’s Guide to Achieving Exponential Growth in the Age of AI, which provides insights and strategies to help individuals and organizations navigate the complexities of change in the age of AI. The book encourages leading oneself through personal growth and transformation to effectively manage and benefit from the changes AI brings.Join us as we discuss:-The Journey of Publishing 'Banking on Change' (04:16) -The Power of Perspective and Exponential Growth (24:29) -Mastering Technology and the Mind in the Age of AI (36:44)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

Despite recognizing the importance of communication, there's a growing disconnect between the traditional role of the CMO and the demands of the modern marketing landscape. Many marketing teams are losing sight of the deeper rationale driving their actions. While communication remains central to marketing, there's a danger of overlooking the underlying "why" behind it. CMOs and marketing teams are getting caught up in the technicalities and channels of marketing without fully understanding the purpose behind their efforts.To address this issue, CMOs and marketing teams must re-evaluate their approach and reconnect with the fundamental purpose of their work. By understanding the "why" behind their communication efforts, they can effectively navigate the complexities of modern marketing and drive meaningful results for their organizations.Join us as we discuss:-Understanding Marketing Beyond Ads (03:02) -Marketing in the Age of AI: Challenges and Opportunities (09:49) -The Essential Skills for Tomorrow's CMOs (33:13) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In the present day where rapid evolution is the norm, individuals seek guidance and inspiration to fuel their growth, especially in financial brand leadership. The importance of tapping into the wisdom of remarkable individuals to enhance personal and professional growth journeys is now more significant than ever before.Guy Kawasaki, chief evangelist of Canva and former Apple evangelist, shares insights from his 16th book, "Think Remarkable." Drawing from the experiences of over 200 extraordinary individuals, including Jane Goodall and Steve Wozniak, Kawasaki's book offers a roadmap for remarkable thinking and actions within the financial industry.In today's episode of the Exponential Insights series, we uncover the power of remarkable individuals in shaping our journey toward exponential growth as financial brand leaders.Join us as we discuss:-Guy Kawasaki's Personal Journey and Influential Figures (13:04)-The Inevitability of Technological Adoption (23:24)-Practical Steps to Thinking Remarkably (37:18)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Hosted by Ausha. See ausha.co/privacy-policy for more information.

What are you paying attention to? And are you aware of its subconscious influence in shaping your experiences, decisions, and overall quality of life? In this continuation of the Digital Leadership series around TEAM (Time, Energy, Attention, Money) James Robert Lay and Audrey Cannata share practical strategies for individuals and teams to become more aware of their attention patterns and their effects, advocating for a reflective practice to evaluate daily inputs and their alignment with desired outcomes.They’ll also unpack the cultivation of critical thinking skills, the impact of positivity and optimism on financial health, and the strategic allocation of attention to foster personal and professional growthJoin us as we discuss:-The Importance of Mindfulness in the Age of AI (04:14)-The Evolution of Work from the 1800s to AI Era (10:49)-Cultivating a Positive Mindset in the Workplace (28:59)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Hosted by Ausha. See ausha.co/privacy-policy for more information.

Drawing parallels between personal and professional metamorphosis and an iOS software upgrade, James Robert Lay and Audrey Cannata discuss the significant energy investment required for change, whether on a biological or cognitive level. Their attention shifts to the recognition of routine energy drains and the necessity of pinpointing their origins. Finally, they’ll evaluate the controllable aspects contributing to energy depletion and how to take proactive measures to thrive in the Age of AI.This episode of the Digital Leadership series sets the groundwork for an exploration of approaches to energy management, emphasizing the interplay between self-awareness, behavioral tendencies, and effective energy conservation strategies.Join us as we discuss:-The Science of Energy and Change (13:50)-Practical Tools for Managing Energy: The Kolbe A Index (19:11) -Creating a Culture of Deep Work and No Meeting Fridays (32:42)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Hosted by Ausha. See ausha.co/privacy-policy for more information.

This episode of the Practical Perspectives series introduces a transformative strategic thinking framework called "TEAM," which stands for Time, Energy, Attention, and Money. This framework aims to help financial brand leaders optimize their resources and set healthy boundaries to achieve exponential growth personally and professionally.By addressing these aspects, financial brand teams can better allocate their time, manage their energy levels, focus their attention on critical tasks, and make strategic decisions regarding financial resources. Ultimately, adopting the "TEAM" framework can lead to enhanced productivity, collaboration, and success in the digital age.Join us as we discuss:-Introducing the Transformative Strategic Thinking Framework (00:53) -Investing Time Wisely: A Deep Dive (08:42)-Time Hacking and Moving Forward (32:55)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In today's fast-paced and digitally-driven world, financial brand teams are finding it increasingly difficult to navigate exponential change without experiencing mental exhaustion and burnout. The constant demand to be plugged in 24/7 has created a culture where deep, meaningful work and personal well-being are often sacrificed for the sake of perpetual connectivity and immediate response. The mental toll of being always "on" is akin to running a marathon without ever stopping to rest, reflect, or train properly. That’s why in this episode of the Practical Perspectives series, we’re sharing a structured framework for time management that includes four distinct types of days: Race Days, Rest Days, Pace Days, and Detox Days. By intentionally scheduling these four types of days, financial brand teams can enhance their productivity, foster a culture of growth and well-being, and navigate the complexities of the digital age with confidence and clarity.Join us as we discuss:-Exploring the Four Types of Days for Maximum Growth (07:24)-Generational Perspectives on Work and Productivity (26:36)-The Challenge of Digital Detox and Personal Growth (35:03) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

The marketing landscape is continuously evolving, creating uncertainty about the role and perception  of marketing professionals. Recent discussions, particularly on platforms like LinkedIn, highlight the shifting sands of the marketing landscape,  which has led to a declining interest in marketing majors or courses across university campuses. On this episode of the Practical Perspective series, we’ll discuss the future of marketing and how individuals, teams, organizations can redefine marketing in the Age of AI. Join us as we discuss:-The Decline of Marketing in Academia (02:21)-Marketing's Identity Crisis and the Role of AI (04:46)-Embracing AI: Fear, Fight, or Friend? (30:51)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

When it comes to secret shopping your financial brand's website, uncertainty exists regarding the ideal number of users needed for testing and whether more users lead to proportionally greater insights.On this episode of the Practical Perspective series, we will share expert data about the relationship between the number of users tested and the insights gained through website secret shopping studies. The results might even surprise you! Join us as we discuss:-The Power of Website Secret Shopping Studies (5:06) -Unveiling the Magic Number for User Testing (11:28) -Optimizing Digital Experiences with Strategic Testing (20:27)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

85% of Americans feel anxiety and overwhelming emotions when thinking about their finances, a feeling that affects not only account holders but also those working within financial brands, possibly including the reader or listener themselves. This stress impacts personal health, relationships, and overall well-being, making it a significant issue that needs addressing.In this episode of the Exponential Insights series, Daniel White, author of "The Financial Freedom System: An Uncommon Guide Designed to Help Individuals Master Their Money and Transform Their Lives,” joins the show to discuss how this system can not only alleviate financial stress but also boost financial confidence, build a strong foundation for financial health, and lead to peace and a brighter future.Join us as we discuss:-The psychological impact of money and how to transform it (5:30)-The Foundation Account: A key to financial stability (11:58)-The ripple effect of financial stability on families and communities (23:05)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

This episode of the Practical Perspectives series uncovers the critical concept of customer lifetime value (CLV) and how not knowing this key metric can significantly affect a financial brand's success. Discover the intricate relationship between CLV and how understanding this figure can align marketing strategies for an optimized digital experience.Gain valuable insights into the customer journey, acquisition costs, retention strategies, and the influence of engagement on long-term customer value. Uncover the significance of website secret shopping studies in identifying gaps in the buying journey and learn how organizations can harness the power of data-driven analysis to optimize marketing strategies and drive growth in the digital landscape.Join us as we discuss:-The High Cost of Not Knowing Your Customer's Value (6:45)-Exploring the Impact of Website Abandonment Rates (15:03)-Practical Steps to Uncover Financial Losses (26:18)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Navigating change and transformation in the financial industry presents a complex challenge. Leaders and organizations often struggle to adapt, especially with the rapid advancements in AI and technology, risking stagnation and loss of competitive edge. Without effective leadership and a commitment to personal and organizational growth, the gap between current capabilities and the evolving demands of the financial landscape widens.Jared Freeman, President and CEO of OnPath Federal Credit Union, offers a wealth of insights from his personal growth and transformation journey. This episode not only sheds light on the specific challenges and opportunities facing credit unions but also emphasizes the importance of a clear purpose and visionary leadership. Jared’s dedication, as illustrated by OnPath Credit Union's purpose statement 'Redefining what's possible,' showcases a commitment to enhancing employee well-being and serving members efficiently in a rapidly changing financial environment.Join us as we discuss:-Technology's impact on banking and society. (9:39)-Credit union complacency and the need for strategic thinking. (15:31)-Parenting, employee experience, and merger opportunities. (33:35)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Financial brands often face challenges in digital growth due to a lack of awareness about the problems within their websites. Many don't realize they have issues that hinder their digital performance, while others acknowledge these problems but do not feel the urgency to address them. Additionally, some brands feel stuck and unable to make progress, often due to limitations with their tech stack or internal alignment.Unaddressed, these issues can lead to lost opportunities, frustrated customers, and a decline in digital effectiveness. By engaging in website secret shopping studies, financial brands can gain a deep understanding of digital pain points and stop losing millions in loans and deposits.Join us as we discuss:-Financial brands' conversion and lead issues. (6:40)-Website design and user experience. (12:25)-Digital secret shopping studies for financial brands. (20:09)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Many financial brands are navigating the digital landscape with blind spots, as our research indicates that a staggering 85-90% of financial brands have never conducted a website secret shopping study, leaving them in the dark about user experience.Imagine spending countless resources on designing and maintaining a digital platform, only to find out it doesn't resonate with your target audience or fails to convert visitors into account holders.By evaluating your website through the eyes of prospective account holders, financial brands can uncover invaluable insights into user experience, identifying pain points and areas for optimization that were previously invisible. This process does not require a complete overhaul of your website but focuses on strategic micro-optimizations that can lead to significant improvements in customer conversion and satisfaction.Join us as we discuss: -Website secret shopping and for financial brands. (1:45)-Website optimization and user experience. (18:10)-Use cases and practical examples of website secret shopping. (27:33)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

The financial landscape is increasingly being influenced by factors such as technology and global economic shifts. Leaders must adapt to these changes to avoid falling behind, especially as traditional models of operation are disrupted.Dan Sullivan, founder of Strategic Coach, joins the show to introduce a framework for understanding these challenges and opportunities for growth. By leveraging insights from his new book, "The Great MELTdown," leaders can identify and act on untapped opportunities for growth. Emphasizing innovation in money, energy, labor, and transportation (MELT factors), financial brands can support entrepreneurs, driving economic expansion and securing their future in the evolving financial ecosystem.Join us as we discuss:-US foreign policy and economic shifts. (8:31)-Entrepreneurial mindset and reducing constraints in business. (21:22)-The impact of technology on business and finance. (27:16)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

We're seeing a clear split between those who've grown up with the internet at their fingertips and those for whom digital tech is a learned skill. This divide is particularly noticeable in areas like social media and finance, where traditional approaches clash with digital expectations, leading to a disconnect in communication and service usage.To bridge this gap, it's essential to explore the roots of these differences. Understanding the evolution of technology and its impact on various generations can guide us in developing strategies that resonate across age groups.Join us as we discuss:-Digital banking for Gen Z and millennials (6:38)-Financial brand leadership and digital natives (13:09)-Financial brands' social media presence and marketing strategies (19:48)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Financial brands face a critical issue with account holder retention, struggling to maintain the accounts they work hard to acquire, if they are even aware they have a problem. Banks and credit unions invest heavily in acquisition efforts, only to see their gains erode due to poor retention practices.Kelly Chambers, content strategist and writer, believes that by prioritizing personalized, relevant content and services, financial brands can transform into trusted experts, fostering a sense of loyalty and satisfaction among their customers. This shift towards valuing retention as much as acquisition, coupled with a continuous adaptation to customer feedback, is crucial for cultivating long-term relationships and achieving sustainable growth.Join us as we discuss:-Financial brand expectations and retention strategies (4:55)-Financial brand gaps in digital consumer journeys (19:06)-Optimizing account holder retention strategies through data-driven insights (31:14)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

When you think of the term "discipline," what comes to mind? Is it a constraint or a catalyst for growth? Particularly in challenging times, discipline might be the key for financial brand leaders to elevate themselves, their teams, and their organizations.In this episode of the #BehindTheCover series, we Audrey Cannata and I explore "Discipline is Destiny: The Power of Self-Control" by Ryan Holiday, a recommended read for leaders aiming to unlock growth and freedom, not only for themselves but also for those they serve in their financial journeys. Join us as we uncover the pivotal role of discipline in navigating both personal and professional spheres.Join us as we discuss:-Self-control and fulfillment in a distracted world (2:12)-Discipline, attention, and financial freedom (16:43)-Community, accountability, and personal growth (40:29)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Storytelling goes beyond just entertainment; it can truly change people. This power isn't just for leadership and personal growth but also helps motivate teams and bring about change in organizations.Joe Byerly, an active-duty Army lieutenant colonel and the mind behind "From the Green Notebook," discusses how understanding and leveraging the art of storytelling can lead to exponential personal and organizational growth.This episode is a treasure trove for anyone looking to enhance their storytelling skills, understand their personal narrative better, and use it to lead with authenticity and impact. Whether you're leading a team, building your career, or just love a good story, there's something in this episode for you.Join us as we discuss:-Leadership, self-development, and the power of storytelling (7:15)-Bridging logic and emotion in institutional change (17:24)-Prioritizing learning and growth for leaders (42:59)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Facing the challenge of a race, whether in athletics or in the competitive financial industry, requires more than just showing up. Without a solid strategy, you're merely running without direction, risking not achieving your full potential in both physical races and financial growth.Just as athletes wouldn't dream of tackling a marathon without comprehensive training, financial institutions that leap into market battles without a strategic plan are setting themselves up for failure.Bryn Conway, principal at BC Consulting joins the show to help guide you through developing a winning strategy to elevate your financial brand. We'll delve into the importance of aligning your actions with a thoughtful plan, examining the latest growth opportunities, and how to adapt in a transforming market. Join us to discover how to not just run, but to race ahead effectively and efficiently in the financial industry.Join us as we discuss:-Bridging the logical and emotional sides of marketing (10:28)-Empowering women through financial coaching and education (17:19)-Creating a safe space for employees to share their experiences (22:15)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Financial well-being is often compromised due to a lack of personalized guidance and accountability, leaving many feeling overwhelmed and underserved by traditional banking models. The gap between financial institutions and the personal financial health of individuals widens as services remain transactional rather than transformational, ignoring the emotional and practical needs of consumers.This episode with Shannon McLay, founder and CEO of The Financial Gym addresses these challenges, showcasing how integrating financial coaching into banking can bridge this gap. Shannon's journey from traditional finance to founding The Financial Gym highlights the power of empathetic, tailored financial advice in transforming lives, offering a blueprint for banks, credit unions, and FinTechs to follow.Join us as we discuss:-Financial coaching in banking and FinTech (2:43)-Financial coaching vs. financial advisor roles (17:13)-Financial wellness, employee confidence, and coaching (21:16)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In this episode of the Practical Perspectives series, we uncover the challenges faced by a credit union during its online account opening process, where major friction points led to a staggering 60% of users abandoning their applications. The complexity and frustration of the process were pinpointed as the primary issues. We explore the effectiveness of website secret shopping studies and benchmarking against competitors in identifying gaps in the consumer journey, pinpointing where friction occurs, and optimizing the process. These strategies are crucial for preventing the loss of millions in loans and deposits by making the application process more user-friendly and efficient.Join us as we discuss:-Improving online banking application experience (7:19)-The onboarding process and its impact on revenue (14:48)-Optimizing financial services through communication and technology (30:16)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Marketing often finds itself in a tight spot—seen as the event organizers and handling creative materials, but not always recognized for the strategic thinkers they are. This underestimation shadows the true potential of marketing to drive substantial growth and innovation.Martha Bartlett Piland, founder and president at Banktastic and a visionary in bank marketing, joins the show to dive into this pressing issue. Martha shares invaluable insights on transcending traditional roles and proactively bridging the knowledge gap within organizations. The solution? Embrace leadership, regardless of your title. Engage in cross-departmental collaborations, initiate value-creating conversations, and steer these interactions towards measurable objectives aligned with the company’s strategic goals.This proactive approach doesn't just elevate the perception of marketing internally; it redefines it as an essential strategic partner capable of driving significant ROI and fostering a culture of innovation and collaboration.Join us as we discuss:-Marketing's internal challenges and communication with peers (4:39)-Marketing value and collaboration with C-suite (7:36)-Bridging marketing knowledge gap and increasing value (11:51)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

How would you define your relationship with money as a financial brand leader? What about the relationships that your account holders have with their money? And how might financial coaching help every single one of us reframe the relationships that we have with money so that we can all continue to level up our financial confidence?Expanding on episode 369's insights, Audrey Cannata, Operations Lead at the Digital Growth Institute, shares her transformative financial coaching journey, highlighting the critical role of personalized strategies and actionable steps as well as the emotional and psychological aspects of financial decision-making. Audrey's journey reveals the importance of finding what truly motivates us, leading to sustainable financial habits and a brighter, more confident future.Join us as we discuss:-Emotional spending and financial coaching. (13:04)-Money mindset, accountability, and psychology. (24:04)-Financial transformation and the importance of self-awareness. (30:42)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Financial brands struggle to differentiate in a saturated market. Despite having diverse offerings, many institutions fail to create unique, engaging experiences for specific customer groups.Austin Wentzlaff, co-founder and CEO of Nook, introduces their innovative approach, focusing on niche markets through a combination of lifestyle and financial content. This strategy allows credit unions and banks to create deeper connections and trust with their members, leading to increased engagement and loyalty.Tune in to discover how you can leverage this approach to transform your financial brand's strategy and create a more impactful, customer-centric experience.Join us as we discuss:-Building a niche experience while still leveraging the legacy (6:00)-Targeting niche demographics in digital marketing (24:53)-Consistency and focus when creating content for a specific demographic segment (29:17)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Understanding specific needs of those in the communities you serve is critical, particularly in unique markets like rural areas. But where do you put your focus first? It's the age-old philosophical question of what came first...the chicken or the egg?Is it on the external digital experiences that will impact both account holders as well as prospective account holders? Or should you put your focus on the internal experience to help other leaders within your organization learn a common strategic framework so that everyone can be aligned?This is a very common question and one that was recently posed by Cynthia Ramsey, brand manager at Progressive Ozark Bank. Together, we'll discuss how to navigate the delicate balance between providing technology solutions and personal touch in financial services. It's all about building trust...ensuring efficiency without losing the human element.Join us as we discuss:-Digital growth and its various definitions within an organization. (3:09)-Optimizing website traffic and lead generation for financial brands. (11:32)-Digital growth strategies for banks. (18:53)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

For many, the world of finance is not just about numbers and investments; it's an emotional and psychological battlefield. In this episode, we delve into the world of financial coaching, a lifeline for those drowning in financial troubles. Audrey Cannata, Operations Lead at the Digital Growth Institute shares her journey through financial hardship and the emotional and psychological toll it took on her.Audrey's story is a testament to the power of financial coaching in navigating the complex world of personal finance. It's not just about making more money or investing wisely; it's about understanding your relationship with money and learning how to make it work for you.Join us as we discuss:-What is financial coaching? (4:33)-Imposter syndrome, and the importance of empathy (13:27)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. -Financial coaching program for improving credit score and reducing debt (20:38)

Financial inclusion is not just a concept; it's a pathway to reshaping how we view prosperity and community engagement. But the financial industry still grapples with the complexities of truly achieving financial inclusion. Traditional models are being disrupted, leaving many organizations searching for effective strategies.Viola Llewellyn, the founder and CEO of The Tulle Box, joined the show to share how embracing a future-focused mindset, leveraging technology and innovative approaches drive financial inclusion. This shift is not just beneficial but essential for sustainable growth in today's digital era.Join us as we discuss:-Digital poverty, cultural beliefs, and financial inclusion. (9:13)-Effective policy regulation for growth and inclusion. (27:04)-Digital transformation, human-centered design, and value creation in finance. (36:39)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

There is one word that differentiates financial brand marketing sales and leadership teams who are just dreaming about maximizing their future digital growth potential compared to those that are doing it right now today. Discipline. That's why in this episode of the Practical Perspective series, James Robert Lay gives you three practical ways that you can level up your discipline, so that you can level up loans and deposits going forward into the future. James Robert highlights the risks of a lack of discipline, such as revenue loss due to gaps in digital buying journeys. He also emphasizes the need for continuous improvement and adaptation, using the metaphor of taking the road less traveled, inspired by Robert Frost's poem "The Road Not Taken." This episode advocates for a disciplined, innovative approach to improve financial brands' digital presence and performance.Join us as we discuss:-Financial brand websites suffering from an R&D problem. (9:33)-Strategies for eliminating digital distractions (13:41)-Leveling up discipline through cold showers and new insights. (19:47)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

"No" is one of the most powerful words that can unlock future growth for you and for your team. Saying "no" or even "not yet" might just be what you need to level up your loans and deposits at your bank, credit union, or fintech.In this episode, part of the Real Solutions series, we're joined by Jill Sammons, Senior Vice President of Marketing, Wellbeing, and Wealth Advisory at BCU. Together, we'll dive into how the strategic use of "no" can be a catalyst for growth in loans, deposits, and overall business success. Join us as we uncover practical ways to say "no" with courage and confidence, transforming challenges into opportunities for growth.Join us as we discuss:-Overcoming obstacles to growth in a legacy organization (1:27)-Employee experience, relationships, and technical agility (13:28)-Leadership and personal growth (20:47)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Financial brand leaders face the challenge of bridging the empathy gap with both existing and prospective account holders. This issue is compounded by internal perspectives and resistance to change.On this episode of the Real Solutions series, Jonathan Clay, a skilled data analyst at Louisiana Federal Credit Union, joins the shows to discuss the challenge of balancing individual responsibilities and shared goals within his organization. Jonathan and James Robert how conducting website secret shopping studies has been instrumental in understanding the consumer's mindset, while also acting as an objective outsider, has helped his team gain clarity and alignment.Join us as we discuss:-Obstacles to growth and the importance of perspective. (1:33)-Collaboration vs cooperation in digital transformation. (5:35)-Optimizing online banking experience through member feedback. (12:07)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Does the word "philosophy" take you back to a monotonous college lecture that was a struggle to sit through? Well, today's episode is set to change that perception. We're not just talking about philosophy in the abstract; we're diving into how its ancient wisdom, surprisingly practical and relevant, can revolutionize the way banks, credit unions, and FinTech companies operate and thrive in this age of AI.Nikos Ntirlis, RevOps Manager at Databox, brings a unique perspective on utilizing philosophical principles as a strategic asset. Together, we'll uncover how philosophical thinking can empower you as a leader to guide your team confidently through the complexities and challenges of today's turbulent financial landscapeJoin us we discuss:-Building reputation and trust through ethos, pathos, and logos. (7:24)-Long-term growth and measuring success in marketing. (14:23)-The importance of reflection and self-awareness in personal and professional growth. (33:48)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Imagine it's early 2020. The world is about to enter an unprecedented period of lockdown due to COVID-19. Your credit union is facing not only this global crisis but also an impending merger, the launch of a new brand, and the daunting task of building and continually optimizing a website to support various business lines. Overwhelmed? Stressed?In this episode of the Digital Growth Journeys series, we're delving into the story of Sara Williams, the marketing director at Skyla Credit Union, and her team's incredible journey through these tumultuous times. Sara shares the pivotal lessons they've learned, the strategies that have driven their success, and how they've transformed challenges into opportunities for substantial growth. Join us we discuss:-Marketing strategy, automation, and data analysis. (13:52)-The impact of digital secret shopping studies. (26:41)-Personal growth and leadership development. (31:23)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Many marketing teams within banks and credit unions struggle with integrating new technologies like AI and adapting to changing member behaviors.Adam Remshifski, VP of Analytics and Digital Marketing at American Heritage Credit Union, shares his journey of evolving the marketing department to meet these modern demands. However, adapting to these changes while maintaining growth is an ongoing struggle, especially as member behaviors and market dynamics continue to evolve.In this episode of the Real Solutions series, James Robert Lay provides valuable insights and real-world case studies to navigate the complexities of digital transformation and team expansion.

Traditional market research in finance is heavily focused on quantitative data, neglecting the nuanced emotional factors that influence customer choices. The gap between logical reasoning and emotional influence in financial decision-making leads to ineffective marketing and customer engagement strategies.Grant Gooding, founder and CEO of Proof Positioning, believes the answer lies in emotional market research: Understanding the emotional drivers behind financial decisions can revolutionize marketing strategies in the financial industry. Financial brands can leverage emotional insights to create more resonant marketing messages and product offerings, leading to increased customer loyalty and better financial outcomes.Join us as we discuss:-Understanding consumer behavior through neuroscience and research. (3:03)-Decision-making and marketing strategies in the financial industry. (7:06)-Emotional connections in financial branding. (16:55)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Is financial coaching a path toward future growth at your bank, at your credit unit, your FinTech? Are there strategic elements that need to be put in place before a financial coaching program can be developed and then expanded?On this episode of the Real Solutions series, James Robert Lay highlights the transformative potential of financial coaching. He dives into the challenges and opportunities of integrating genuine financial education into organizations, moving beyond mere product pitches to empower and educate communities financially.Join us as we discuss: -Financial coaching and attention economy (5:00)-Building community in the digital world (10:17)-Creating a financial journey through content and curriculum (16:18)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Digital leadership transcends technology. It's about a human-centric approach that enables individuals to achieve new growth levels. This includes being open to continuous learning, prioritizing team dynamics, and fostering a culture that values innovation and human connection.In this episode of the Digital Leadership series with Audrey Cannata, Operations Lead at the Digital Growth Institute, we explore four strategies for digital leaders to help others unlock and level up their growth potential in a digital world.Join us as we discuss: -Remote work, empathy, and digital leadership (5:47)-The importance of transitioning from one conversation to the next (18:21)-Leadership, growth, and letting go (29:14)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In today's rapidly evolving financial landscape, the challenge isn't just about adopting new technology, but also about fostering a culture that embraces empathy. Why is this so crucial? Because a positive, empathetic culture directly impacts growth, innovation, and customer relationships in banking, credit unions, and fintech. In this episode of the Heart of Growth series by Nymbus, SVP of Development Services, Ashlie Jenkins, discusses how empathy and humor can be game-changers in creating such a culture. She shares insightful strategies for leaders seeking to drive growth and adapt to the digital era.  Join us as we discuss:  -Workplace culture, empathy, and safety (4:27) -Using humor to navigate uncomfortable conversations (14:34) -Embracing change and creativity (25:26) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

According to the Wall Street Journal, there is a significant disconnect between CMOs and CEOs. This is compounded by the rapid evolution of consumer behavior and technology, leaving traditional marketing strategies outdated and ineffective. This disconnect leads to a lack of understanding and appreciation of the role of marketing, often relegating it to a tactical implementer rather than a strategic influencer.  On this episode of the Practical Perspectives series, James Robert Lay shares practical ways to bridge this gap, including a cross-functional approach, where marketing, sales, and service teams collaborate to create a cohesive growth strategy.  Join us as we discuss: -Marketing perspectives and growth in a digital-first world. (10:00) -Transforming marketing through data-driven insights. (17:37) -Breaking down silos in organizations through coaching cohorts. (28:49) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

One of the primary challenges faced by financial institutions today is the growing digital disconnect between them and their customers. This disconnect is fueled by a lack of understanding and empathy towards customers' emotional journeys, especially in times of financial stress. The failure to address this gap can result in lost opportunities, decreased customer satisfaction, and an overall decline in competitive advantage. To bridge this digital empathy gap, James Robert Lay, host of the Banking on Digital Growth podcast, emphasizes the adoption of a more customer-centric approach, integrating emotional intelligence into digital banking strategies. Implementing these strategies will not only enhance customer experience but also drive growth, build long-term loyalty, and establish a strong competitive edge in the rapidly evolving financial landscape. Join us as we discuss:  -Financial anxiety and the need for digital empathy. (5:42) -How to bridge the "digital empathy gap." (10:10) -The role of communication and marketing. (17:54) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In the Age of AI, organizations face the challenge of undergoing various transformations - digital, marketing, sales, brand, and cultural. However, a critical aspect often overlooked is the human transformation, which is essential for both the institutions and their account holders. This episode of the Banking on Digital Growth podcast, featuring David Dibble, author of  "The New Agreements in the Workplace," will explore effective strategie s to unlock and release the human spirit, aligning human transformation with organizational changes. This approach promises to guide banks, credit unions, and fintech companies along a path of holistic growth, ensuring that their transformations are as human-centered as they are technologically advanced.  Join us as we discuss: -Unlocking human potential in the workplace. (13:15) -Balancing emotional energy and logic in personal and professional growth. (21:31) -AI's impact on society and human transformation. (32:44) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Today's financial landscape is fraught with rapid change and unpredictability. Leaders within banks, credit unions, and fintech firms are seeking footholds in this shifting terrain, striving to provide a clear vision and steady path forward.  In this episode of the Digital Leadership series with Audrey Cannata, Operations L ead at the Digital Growth Institute, we discuss a path through the storm. By harnessing the transformative power of emotion, the guiding light of education, and the unifying force of empowerment, leaders can not only navigate these uncertain times but also inspire their teams to co-create a future that's bigger, better, and brighter future. Join us as we discuss: -Emotional awareness and leadership. (5:25) -Digital leadership, learning, and growth. (17:13) -Prioritizing education and ongoing learning. (24:27) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

The financial industry, particularly community banks and credit unions, face challenges in adapting to digital transformation. Many of these organizations struggle with staying competitive and relevant in a rapidly evolving digital landscape, where traditional approaches are becoming less effective. Matt Vance, FVP of Marketing & Product Strategy at Salal Credit Union joins the show to  discuss a solution this issue which includes a combination of collaborative learning, niche marketing strategies, and leveraging AI and digital tools.

It's no secret the digital landscape is evolving rapidly, and staying ahead is no longer a luxury—it's a necessity. Customers demand seamless digital experiences, competitors are leveraging AI to gain an edge, and internal processes are crying out for automation. Meanwhile, your sales and marketing strategies might feel stuck in a pre-2020 world, and your employees' financial wellness is an often overlooked aspect of your business' health. That's why in today's episode of the Digital Leadership series, we're revealing five critical trends that every bank, credit union, or fintech must prioritize to confidently move forward on their journey of growth to guide their account holders to a bigger, better, and brighter future. Join us as we discuss:  -Using AI tools to enhance productivity and creativity. (5:57) -Optimizing digital channels and personal branding in finance. (12:49) -Financial wellness, social media, and employee support. (18:59) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Financial marketing and sales leaders often face a critical challenge: a perception gap rooted in outdated experiences and education. The misalignment between marketing’s potential and the perceived role it plays within banks, credit unions, and fintech firms can lead to a disconnect with other business lines, undermining both internal collaboration and customer well-being. In this episode of the Digital Growth Journeys series, James Robert Lay and John Huntinghouse VP of Marketing at TAB Bank, tackle this perception gap head-on. You'll learn how to harness ongoing learning to reshape perspectives, foster better relationships with business line leaders, and ultimately, how your marketing communications can positively impact customers' financial, physical, mental, and relational health.  Join us as we discuss: -Bridging the gap between marketing and business units (7:52) -Future growth and learning in the financial industry (15:15) -Time blocking and reshaping perspectives (37:27) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Change is hard. Physically. Mentally. Emotionally. And with the rapid advancement of technology, particularly artificial intelligence (AI), change can induce fear and resistance among individuals, teams, and organizations.  On this episode of the Digital Leadership series, Audrey Cannata and James Robert Lay discuss the 'Future Growth Index,' a tool designed to quantify perspectives on growth at a macro (global), organizational, and team level.  By quantifying perspectives on future growth at global, organizational, and team levels, the index helps identify where one stands in relation to being 'growth-bound' or 'stuck in the gap.'  James Robert also shares his experience speaking with two vastly different organizations when it comes to their perspectives on the future and the biggest insights he gained. Join us as we discuss: -Future growth potential and perceptions of AI. (6:22) -Digital growth and overcoming fear of the unknown. (13:41) -Adaptability in a rapidly changing world. (17:32) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

As AI becomes increasingly capable in data processing, there's a growing concern that the human element may be sidelined. Leaders are faced with the daunting task of fostering a culture of continuous learning and curiosity, all while ensuring that their strategy aligns with their actions to maintain trust within their organization. The fear of becoming obsolete in the face of AI advancements can paralyze even the most forward-thinking leaders. With over 40 years of experience within financial services and has a deep focus deep expertise rooted in executive management and leadership at credit unions, Gene Pelham joins this episode of the Digital Growth Journeys series to explore the challenges and opportunities presented by AI, emphasizing the importance of strategic focus and the creation of a cadence of accountability within financial services organizations. Join us as we discuss: -Leading through uncertain times with honesty and trust. (7:07) -Leadership, growth, and learning. (13:10) -Emotional intelligence and adaptability in financial services. (27:38) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

The industry is at a crossroads, with banks and credit unions clamoring for deposits and customer retention, while fintechs are rapidly innovating to attract the same customers. The transactional nature of current financial services fails to provide a comprehensive view of a consumer's financial health, leading to missed opportunities for engagement and support. Raymond den Hond, Chief Commercial Officer at MX, joined the show to share his vision for the future of financial services, which involves creating a consumer-centric financial wellness feed, similar to the interactive nature of social media platforms.  By aggregating data across multiple financial relationships and applying machine learning and AI, institutions can offer actionable insights directly to consumers.  Join us as we discuss: -Financial wellness and data-driven insights in banking. (10:02) -Using data to create personalized financial experiences. (14:37) -Rebuilding trust in financial services through consumer-centric approaches. (23:11) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

The world of digital currency, including cryptocurrencies and NFTs, is often shrouded in confusion and misinformation. This lack of clarity breeds fear, uncertainty, and doubt (FUD), as well as a fear of missing out (FOMO) during market highs. The sensational headlines and the rapid pace of technological and regulatory changes only add to the confusion, making it difficult for individuals and financial brand leaders to make informed decisions or even approach the subject with a healthy curiosity. In this episode of the Exponential Insights series, host James Robert Lay and distinguished guest Professor Tonya Evans demystify digital money. Tonya, an expert in intellectual property and new technologies at Penn State Dickinson Law, discusses her new book "Digital Money Demystified." She addresses the myths and realities of digital currencies, provides insights into the use of crypto assets, and explains the significance of NFTs and DAOs. Join us as we discuss: -The evolution of money and value in the digital age (9:47) -Cryptocurrency, decentralization, and financial privacy (16:15) -Digital money opportunities for businesses and individuals (29:29) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In the age of AI and digital transformation, businesses, especially in the financial industry, are struggling to connect with their audience. The mindset of treating sales and marketing as an assembly line, where customers are pushed through a predefined process, is outdated and doesn't resonate with today's consumers. They seek genuine human interaction, expertise, and personalized guidance. Peter Caputa, CEO of Databox joined the show to share why he believes collaborative growth is the way forward for financial brands and fintechs. It emphasizes continuous learning from customers, prospects, and industry peers. By integrating expertise into the customer journey and facilitating genuine human interactions, financial brands can differentiate themselves and achieve sustainable growth. Join us as we discuss: -Human vs. AI in financial services. (11:40) -Collaborative growth in marketing and sales. (16:52) Leveraging LinkedIn and social media for business growth. (28:52) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

The world has been hit hard. First, a health crisis, then financial, societal, and now a mental crisis. The age of AI has ushered in exponential change, and for many, this change feels overwhelming, scary, and mentally draining. The weight of guiding communities beyond financial stress, coupled with the pressure to adapt to digital growth, can take a toll on teams and leaders alike. In this episode of the Behind the Cover series with Audrey Cannata, we discuss David Dibble's "The New Agre ements in the Workplace: Releasing the Human Spirit" which offers insights and  principles that are still relevant today. The book emphasizes the importance of nurturing the human spirit, finding one's path or personal purpose, and genuinely loving and supporting team members. By applying these principles, organizations can guide their teams towards a brighter future, ensuring a positive digital experience rooted in a positive human experience. Join us as we discuss: -Finding purpose and awareness in work. (8:08) -Fear and love in leadership and growth. (16:13) -Overcoming negative experiences and transforming minds. (26:50) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Gen Z is on the rise in the mobile banking sector, set to represent a significant portion of global income by 2030. However, a staggering 90% of marketing efforts targeted at Gen Z are ineffective, leading to wasted resources and missed opportunities for financial brands. Financial institutions are struggling to connect, and their outdated methods are failing to capture the attention and trust of this crucial demographic. Harrison Hochman, Co-founder and CEO at Sparrow, the world's most powerful student loan search engine, joins the show to discuss the biggest Gen Z growth opportunities for financial brands. Those that adapt and meet Gen Z where they are will be better positioned for future growth. Join us as we discuss: -Challenges in implementing "help first, sell second" approach in financial institutions. (6:22) -Addressing Gen Z's financial challenges through collaborations. (18:40) -Financial coaching for Gen Z. (29:45) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Financial brands face challenges in collaborating with fintechs, despite the exponential growth opportunities, especially in the age of AI. Financial institutions have overspent on technology during the COVID era, leading to unused software and long-term contracts. Kyle Ray, Co-founder and CEO at Advintro, joins the show  to explore the biggest growth opportunities for fintechs and financial brands, rooted at the heart of collaboration. Kyle believes that trust, transparent and setting clear expectations can foster a strong partnership between financial brands and fintech, allowing them to co-create value, aligning their perspectives and goals for mutual growth. Join us as we discuss: -Fintech partnerships and mindsets for growth. (5:24) -Potential roadblocks that could derail collaboration (14:31) -Opportunities to provide financial brands with guidance and expertise. (21:20) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

The primary obstacle to growth for financial brands in the AI era isn't technology but people. Despite many digital transformations not meeting expectations, the real challenge lies in the team's ability to adapt and use new technologies. However, focusing on human transformation alongside digital change can turn these challenges into growth opportunities.  In the latest episode, Pia Wendelbo, CEO of Scandinavian Change Agents with over 15 years of experience in leading change for major financial institutions in Europe, joins the show to discuss how to guide teams through this era of rapid AI-driven change. Join us we discuss: -Employee experience in digital transformation. (7:41) -Team dynamics, failure, and trust-building in digital growth. (28:53) -Change management and leadership in digital transformation. (35:22) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In today's fast-paced digital world, many leaders feel overwhelmed and don't take the time to reflect on their experiences. The act of introspection is often overlooked, with many thinking they're too busy to pause and reflect. However, a study from Harvard Business School found that individuals who journaled daily had a 25% improvement in performance. Many leaders are also not investing enough time in their ongoing learning and development, potentially missing out on valuable insights and growth opportunities. In a brand new series, Digital Leadership, James Robert Lay and Audrey Cannata share timeless wisdom for the modern day leader based on ancient philosophy and stoicism.  Join us as we discuss: -Stoicism and leadership in the Age of AI (5:19) -Managing ego, emotion, and expectations (12:39) -Philosophy, journaling, and personal growth (24:19) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In today's fast-evolving economic landscape, small to midsize businesses (SMBs) play a pivotal role in community development. However, kicking off and scaling a small to midsize business can be a tough row to hoe. They are often in search of supportive community financial brands that can provide them with the much-needed help and hope.  The unexplored potential of collaboration between SMBs and financial brands can be the game-changer in promoting community growth. In our latest episode, we explore the Heart of Growth series with April Clobes, the Presid ent and CEO of MSU Federal Credit Union. MSUFCU is leading the  way in supporting SMBs, recognizing their indelible role in fostering community growth. This episode is not just a dialogue; it's a call to action for banks and credit unions to step up, engage with SMBs, and jointly usher in a new era of community growth and financial empowerment.  Join us as we discuss: -Local partnerships and digital solutions (1:25) -Collaboration and co-creation in financial services (8:48) -Supporting small businesses through financial services (16:30) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Embarking on a journey of transformation can be filled with confusion and complex challenges. Many individuals find themselves trapped in the Cave of Complacency, unable to muster the courage to step out into the unknown.  Ryan Gonsalves, a professional athlete turned banker and now an entrepreneur, resonates with the internal turmoil and external complexities encountered on such unchartered journeys.   In the latest episode of the Banking on Digital Growth Podcast, Ryan shares his intriguing voyage from the soccer field to the financial industry. Ryan's trailblazing endeavor in founding 2ndwind.io, the career discovery and transition platform for elite athletes., is an epitome of human transformation in the face of change. So, if the path to your future in banking or FinTech seems shrouded in ambiguity, tune in to today’s episode to unveil how to steadfastly continue on your journey of self-discovery and growth, just as Ryan did. Join us as we discuss: -Transforming leadership and overcoming imposter syndrome. (7:46) -Athlete financial planning and personal growth. (16:42) -Overcoming obstacles in personal and professional growth. (20:36) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

People are looking for two things on their financial journey: Help and hope. But for so many people, hope must come long before they're open, able, and willing to receive help. And the good news is that your financial brand is likely offering help to people. But how can you confidently communicate hope through your marketing and sales strategies?   In this episode of the Practical Perspective series, James Robert will be sharing insights from a recent keynote at NAFCU's Engage Annual Conference where you'll gain the knowledge and actionable steps to guide your account holders beyond financial stress towards an even bigger, better, and brighter future. Join us as we discuss: -Exponential technologies shaping consumer behavior (10:51) -Financial stress, AI, and credit unions (18:07) -Transforming consumer behaviors through mindset shifts (24:32) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In this episode of the Digital Growth Journeys series, James Robert Lay and Natalie VanderVegt, Member Outreach and Engagement Manager at Salal Credit Union, discuss the importance of continuous learning and adaptation in the financial industry, amidst digital transformations.   Through engaging in Digital Growth University, Natalie’s team found that technology augments rather than replaces human capabilities, encouraging a culture of learning and problem-solving. Their discussion highlights that investing in learning is crucial for long-term growth, similar to making a financial deposit for future returns. In enhancing member service at credit unions, Natalie and James Robert explored the intersection of human expertise and technology. They propose creating replicable yet personalized training programs, possibly facilitated by AI tools like Chat GPT, to uphold a high standard of member service while improving operational efficiency. Through this blended approach, they foresee a promising path toward addressing challenges and leveraging digital tools to better serve members and foster a culture of continuous growth. Join us as we discuss: -Augmenting vs. replacing when it comes to automation and AI. (13:32) -Training and education for bank and credit unions leaders. (19:29) -Using AI language models in education and finance. (25:08) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In a dynamic financial landscape, ensuring a well-structured strategy before making structural changes is essential for enduring success. Ryan Canin, the CEO and Co-founder of DocFox, a le ading provider of commercial account opening software, joins the show to explore the biggest growth opportunities for financial brands when they commit to put strategy before structure along with the potential pains and pitfalls for those that fail to do so. Ryan emphasizes the importance of defining clear objectives and strategies before adopting new technologies or selecting vendors as well as being actively involved in the market, learning from other players not to mimic their strategies, but to foster a culture of continuous learning and inspiration. In a rapidly advancing world, dedicating significant time each week to learn, adapt, and keep pace with real-world advancements is crucial. Join us as we discuss: -Banking strategies and vendor assessment (10:34) -Goal-setting and overcoming roadblocks for growth (16:50) -Innovation and learning in the banking industry (22:39) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In every quintessential hero's journey, there exists a guiding force. Obi-Wan for Luke, Mr. Miyagi for Daniel son, and Gandalf for Frodo. However, in the real world, who guides our military heroes through their financial quests?  As part of Nymbus' "Heart  of Growth" series on the Banking on Digital Growth Podcast, Jill Castilla, President a nd CEO of Citizens Bank of Edmond, joins the show to tal k about the inception of Roger,  the f irst military-focused digital bank.  The mission? To pave a compassionate financial pathway for the military community. Roger isn't merely a digital bank; it's a compassionate guide for the military community. With a primary goal to alleviate financial challenges and foster financial literacy among military families, Roger represents a leap toward a future where banking is more human-centric, empathetic, and innovative. Join us as we discuss: -Legacy, growth, and serving the military community. (7:03) -Military service and financial struggles. (12:58) -Digital banking for military families. (26:34) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Ever paused to ponder the true cost of bringing on a new team member?  Reflect on an open role within your financial institution, be it a bank, credit firm, or FinTech.  It's not just about the salary they'd earn.  Remember to account for perks and potential tax implications. Now, take that figure and multiply it by three or even four. Surprised?  That's your actual hiring cost. A staggering 65% of professionals in the financial domain could be scouting for new opportunities, as highlighted by a PwC study. So, how can you make your organization an irresistible place they'd never want to leave?  Find out with speaker and author of Never Lose an Employee Again: The Simple Path to Remarkable Retention, Joey Coleman, on this episode of the Banking on Digital Growth Podcast. Join us as we discuss: -Work-life balance and integration for leaders (12:06) -Employee well-being and its impact on business (29:43) -Employee retention and respect in the workplace (36:40)  You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Are you truly aware of how you naturally initiate action or solve problems?  In this episode of the Banking on Digital Growth podcast, host James Robert Lay is joined by Au drey Cannata, Operations Lead at the Digital Growth Institute and certified Kolbe consultant. They discuss using the Kolbe A Index to better understand yourself and how you naturally take action.  By understanding the three critical parts of the mind - cognitive, affective, and conative - individuals and teams can achieve exponential growth.  Learn how the conative aspect, our innate way of initiating action, is the key to preserving mental energy and achieving success. Discover the symbiotic balance between different conative modes in teams, and how a better understanding can sidestep conflicts and enhance productivity. Plus, unveil the prevalent modus operandi among financial brand leaders and the potential pitfalls of cognitive cloning.  This isn't just about assessment; it's about harnessing your natural tendencies and those of your team to foster a collaborative, efficient, and harmonious work environment.  Join us as we dicuss: -Understanding the three parts of the mind: cognitive, affective, and conative (4:16) -Effective team building and leadership (12:17) -Navigating conative cloning and building confidence (16:27) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

The way people shop and buy financial products continues to transform because of technology. And these shifts in consumer behavior also create an abundance of new growth opportunities for financial brand leaders who transform their perspective about where future growth might come from. In this episode, Barry Kirby and Dave Buerger, co-founders of Union Credit, discuss the potential for future growth in the financial industry. Join us as we discuss: - How the 2008 recession allowed other industries to surge ahead in digital experiences while financial services struggled (5:45) - The rise of fintech competitors and their impact on traditional institutions (13:00) - The importance of building consumer trust and focusing on their needs (31:30) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In this episode of the #HeartofGrowth series on the Banking on Digital Growth Podcast, James Robert Lay and Rilla Delorier discuss the importance of financial brands guiding their communities in uncertain times. Recent challenges like COVID-19 have caused exhaustion among bank CEOs and their teams. However, aligning a brand's purpose with customer well-being can boost morale and promote growth. Despite the swift digital transformation in finance, maintaining a balance between human and digital experiences is key.  By effectively using AI and machine learning, financial institutions can offer personalized solutions, but they must overcome internal resistance to tap into these technologies' full potential. To thrive, financial brands should harness technology, prioritize customer intimacy, and promote internal collaboration and inclusivity. Rilla Delorier serves as an Independent Board Director for Nymbus and has over 30 years of executive experience in retail banking, healthcare, and management consulting.  Join us as we discuss: - How financial brand can boost morale and energize teams, even when working remotely (7:40) - Embracing new technologies like AI to enhance employees' abilities to serve customers, (18:16) - The power of bankers collaborating to solve problems and share solutions instead of just competing (37:30) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.   

In this podcast episode, James Robert Lay discusses the importance of storytelling in marketing and sales strategies for banks and credit unions. Brands often neglect to effectively utilize narrative in their communication, instead focusing on rates, service, and features.  James Robert introduces the concept of the "Narcissistic Marketing Model," where brands position themselves as the hero of their own story, ignoring the consumer's point of view. He argues that financial brands should instead position themselves as the empathetic guide, connecting and empowering people towards a better future.  Join us as we discuss: -How Duracell transformed their ad strategy (04:01) -The Narcissistic Marketing Model (13:57)  -The power of visual storytelling for emotional connection (24:44) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In this episode, James Robert Lay speaks with Shep Hyken about the importance of creating a positive customer experience in today's digital world, specifically for banks, credit unions, and fintech companies. They discuss how the concept of customer experience has evolved over the years and the impact of AI and digitalization on customer interactions. They also explore the balance between technology and human interaction in building customer relationships.  Join us as we discuss: -Generating increased digital leads through customer conversations (12:58) -Shep's 6-step process for successful customer business relationships (19:36) -The importance of employee experience in driving customer experience (21:39)  You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In this episode of the Banking on Digital Growth podcast, James Robert Lay and Marcus Collins  discuss the impact of culture on consumer behavior and how financial brands can leverage this knowledge to drive growth. They emphasize the importance of understanding cultural nuances and beliefs to effectively engage with different consumer segments. The conversation also touches on the role of empathy and intimacy in serving diverse communities. Overall, the episode highlights the power of culture in shaping people's actions and the need for businesses to adapt and connect with consumers in culturally relevant ways. Join us as we discuss: -The power of facilitating, not building, community (19:02) -Influencing behavior through culture (23:14) -Understanding relationships and trust building in a digital world (30:34) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In today's episode of the Banking on Digital Growth Podcast, James Robert Lay takes you through Lisa's journey—a financial brand CMO under the pressure of overhauling her company's website. Like many in her position, she's plagued by internal voices, outdated budgets, and the weight of her existing responsibilities. Drawing on real-world experiences and industry data, James Robert offers insights into the pitfalls financial brands often face and the transformative power of external perspective. Dive in to learn why digital secret shopping could be your brand's saving grace and how to gain invaluable insights to better serve your customers. Join us as we discuss: -The Challenges of Building a Website for Your Financial Brand: Lisa's Tale (2:05) -Building a New Website: The Role of Key Internal Stakeholders and their Perspectives (11:48) -The Cost of Ignoring Human Behavior in Building Websites for Financial Institutions (20:47) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In this episode of the 'Banking on Digital Growth Podcast', host James Robert Lay talks with JB Orecchia, the CEO of Savvy Money. They discuss the importance of enabling clarity for customers and building financial confidence through innovation and partnerships. They emphasize the role of understanding credit scores and providing individuals with an action plan to improve them.  JB shares his 35-year journey in financial services and how Savvy Money aims to empower you to take control of your financial future with easy to understand actionable advice about your credit. They also discuss the progress of JB's company and the challenges and solutions in keeping pace with technological change.  Join us as we discuss: -Financial stress: A silent epidemic (3:11) -Achieving financial wellness with small, measurable goals (10:04) -Solving people's financial problems through technology collaboration and innovation (23:30) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In the latest episode of the Banking on Digital Growth Podcast, discover why many Gen Z individuals feel more comfortable discussing politics than their finances and how just 8% of them fully trust financial institutions. Katrin Kaurov , CEO and founder of Frich , the first financial platform for Gen Z, shines a light on the fact that while many Gen Z students are unaware of their credit scores, they are enthusiastic about financial literacy and empowerment. On the other hand, Elizabeth McCluskey, Director of Discovery at True Stage, emphasi zes the pressing need for guidance, as this generation juggles student loans, investments, and personal spending. Surprising findings? A mere 15% of Gen Z trusts local financial brands, with a significant communication gap between them and the banking sector. Platforms like Frich are bridging this gap, providing peer reviews and a space for genuine financial discussions. If banks and credit unions wish to truly connect with Gen Z, a blend of digital strategy, authentic engagement, and human connection is essential. Join us as we discuss: -The lack of trust in financial services from a Gen Z perspectiv. (5:06) -Why making money social matters (17:36) -The connection between health and fitness and finances. (23:55) You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In this episode of the Banking on Digital Growth Podcast, James Robert dives deep into how the rise of automation, data, and AI is changing the landscape of the banking industry. Drawing parallels to the internet's reception in the 1990s, James Robert emphasizes the importance of learning from past technological transitions. Historical business failures, such as Tower Records and Kodak, underscore the dangers of resisting change and not recognizing technological trends. Join us to understand how to adapt to this dynamic environment and why it's crucial for financial leaders to be proactive in this digital era. Join us as we discuss: -Similarities between the rise of the internet in 1994 and AI today (7:07) -Why education is so important for financial leaders (9:56) -Lessons from the downfall of Tower Records (14:45)

On November 30, 2022, the launch of Chat GPT marked a momentous step towards mainstream AI awareness, amassing over 100 million users within two months. This introduction spurred a rapid expansion of applications, tools, and integrations with the AI technology.  Connor Heaton, VP of Intelligent Automation and AI at Strategic Resource Management, Inc. joined the Banking on Digital Growth Podcast to emphasize the vast potential of AI tools, especially Large Language Models (LLMs), in the financial realm.  Their potential to transform customer service, risk assessment, fraud detection, and financial forecasting is remarkable. However, there are challenges, such as inherent biases in the AI models, the 'black box' problem which alludes to the lack of transparency in AI decisions, and the risk of over-relying on AI without human oversight. Understanding and leveraging AI is paramount in today's dynamic technological environment, and humans must learn to collaborate with AI to drive innovation, growth, and value creation.

Digital empathy, fostered through well-developed consumer personas, can play a crucial role in creating emotional connections with customers in the digital world.  Financial institutions have traditionally relied on demographic data to define their audiences, but a shift towards viewing them as unique communities can provide deeper insights. However, about 70% of financial brands do not use consumer personas, hindering their ability to empathize with their customers.  On this episode of the Banking on Digital Growth Podcast, James Robert Lay guides you through the most common pitfalls to avoid when creating consumer personas. Developing personas and recognizing their potential can transform your bank, credit union, or fintech focus from transactions to people, fostering a greater sense of empathy and connection.

Using data can enrich your digital real estate to ultimately amplify loans and deposits. The balance between owning and renting digital real estate and data is key, along with keeping customers' needs at the forefront. We examined the nuances of Big Data vs. Thick Data. It's the stories these data tell—he DNA behind zeros and ones—that give us valuable insights into consumer behavior. We also highlighted a simple 5-step process to leverage big and thick data to revolutionize your brand's digital real estate: Step 1: Integrate a marketing automation platform. Step 2: Segment data into groups based on user behavior and interests. Step 3: Conduct interviews to gather thick data and understand motivations. Step 4: Formulate a series of targeted ads tailored to the consumer buying journey stages. Step 5: Optimize your digital real estate with personalized user experiences. As we venture deeper into this data-driven era, remember that each data point represents a real person with real concerns and aspirations. Let's make our data strategies always human-centered and aimed at helping our customers realize their dreams. 

Financial thought leaders have historically perceived Risk & Compliance as where ideas go to die. But Michelle Prohaska, Chief Risk & Compliance Officer at Nymbus, transformed her colleagues’ view by responding to innovative queries with just five words… “That’s interesting. Tell me more.” In this episode of our Heart of Growth series, Michelle shares how her team is shedding its image of the “Department of No” and promoting change by embracing curiosity.   Join us as we discuss: - If Risk and Compliance functions really do stifle innovation (3:33) - Why financial leaders should be investing in new communities (12:29) - How A.I. might transform the Risk and Compliance game (18:12) Check out these resources we mentioned during the podcast: - [email protected] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Someone who heard one of my keynote speeches recently asked me, “How exactly can my bank move forward to build what you call a digital growth engine?” What if I told you the answer to that question won’t be found in a large language model or other AI tool? The answer is actually a lot closer than you think, and it starts with mastering the “tech” sitting between your ears. In this episode of our Inside Digital Growth series, we dive into the power of transforming mindset to help fuel your digital growth engine into the future. Join us as we discuss: - A cautionary tale on being stuck in the present moment (4:17) - How a streaming service became a model for transformation (7:33) - The GRO model and how it can get you to where you want to go (13:22) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at (832) 549-5792 You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

With so much exciting new technology at our fingertips, how can financial leaders possibly choose the right ones for their brands? It starts with building a strategic framework — a roadmap — that can guide their teams together in identifying the customer’s needs. Once we’ve come together to determine why we need technology, then we can begin the adoption journey and move forward into the age of AI with confidence. In this episode of our Practical Perspective series, we unpack 2023’s Marketing Technology Landscape report to help gain perspective on a technology strategy framework for financial services. Join us as we discuss: - Marketing technologies’ impact on internal teams (4:05) - The four gears of the digital growth engine (12:02) - Why financial leaders need a tech strategy framework (16:05) Check out these resources we mentioned during the podcast: - Marketing Technology Landscape 2023 - Chief MarTec You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Small business owners are frustrated. These courageous entrepreneurs contribute to nearly half of our economy, but large lenders have all but disregarded the needs of these niche consumers. That’s why John Janclaes, President of Nymbus CUSO, says it’s time for credit unions to step up and partner with SMB owners to help them get their jobs done.   In this episode of our Heart of Growth series, John brings the passion as the former contractor explains how community financial brands can guide entrepreneurs on a pathway to care. Join us as we discuss: - Growth opportunities for SMB and credit union partnerships (5:36) - Why community financial brands need to lean into the gig economy (13:53) - How entrepreneurs can know which lending partner is right for them (23:32) Check out these resources we mentioned during the podcast: - Time, Talent, Energy by Michael Mankins and Eric Garton You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Does your financial brand have a website that sells, or is it nothing more than a glorified online brochure? Are you building it based on internal requirements, or are you viewing it through the lens of your customers and their buying journey? Many financial brands are still not investing in their websites and to improve their digital experiences, which are missed opportunities to turn your platform into a revenue-generating machine. It all starts with the mindset and perspective of everyone within the organization, and the ability to see the potential to build a real digital growth engine. Join us as we discuss:  - Digital retail experience successes and failures of retail giants [01:57] - The underlying lessons for financial brands [08:07] - The risks of self-diagnosing your website [09:07] - Why financial brands are still underfunding their website investments [13:09] - How to build a website that sells for your financial brand [18:02] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Financial brand leaders are constantly confronted with complexities and uncertainties. How can we overcome our fears and use them instead as fuel for potential future growth? It all starts with having the right mindset and the belief that the future will be better. We sit down with Audrey Cannata - Operations Lead at Digital Growth Institute, to explore how fear limits our potential growth and why it’s so important for us to master our own mindsets. Drawing reference from Napoleon Hill’s book “Outwitting the Devil”, we talk about the different types of fears that financial brand leaders have and how they can successfully overcome them. Join us as we discuss:  - What would happen if you let your childhood fears control you [11:42] - Building a foundation of faith and belief in yourself [19:45] - The importance of mastering our mindsets [30:21] - How to overcome your fears [40:48] Check out these resources we mentioned during the podcast: - Audrey Cannata - Digital Growth Institute You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Financial brands no longer have the luxury of controlling the buyer journey. Oftentimes a customer’s decision has already been made by the time they reach out to your financial institution. What if you could influence that buying journey even if the customer didn’t realize it. With today’s consumer wanting shortcuts and support from their financial brand, the process to help your financial brand control that narrative is far simpler than you think. Join us as we discuss:  - How content fuels your bank’s digital growth engine [4:16] - Mapping your buyer’s journey so you are a guide, not a seller [8:07] - How ratings, especially from 3rd parties, can help you take control of the buyer journey and increase your credibility [14:49] - Making value added your number one priority like Amazon [17:31] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Collaborative banking. Why do we need it? And what does it look like today? Where once Fintech and Financial Institutions were at odds, it’s becoming increasingly apparent — collaboration is a necessity to achieve the results we are all looking for. We sit down with Landon Glenn, CEO and founder of Asa Technologies, and explore the ways they are revolutionizing the digital landscape for both sides. Technology is at the forefront of transformation. How do we use it to unlock exponential growth and success not just for our organization, but for our end users as well? Join us as we discuss:  - What collaborative banking is & what the future looks like [6:44] - How working together can provide true success [14:14] - What transformations are happening in the industry now [19:48] Check out these resources we mentioned during the podcast: - Landon Glenn - Asa Technologies You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Sitting down for dinner at “The Cheesecake Factory” can be a daunting task, especially when the server brings the menus to the table. With over 250 individual options that diners can choose from, these colossal menus could please every palate, but in reality, it often has the diner scratching their head on what they should order. Today, we explore the Paradox of Choice — what happens when you overwhelm your financial consumer with options. Money is one of today’s greatest stressors that we don’t talk about enough, and putting more stress on your customer is a recipe for an underperforming financial brand. Join us as we breakdown:  - How simplifying your “Cheesecake Factory” menu of financial offerings pays off [5:37] - Why breaking the taboo on money in our society is healthy [11:04] - The three types of cognitive load your customer experiences [16:21] - How an overly complex website is costing you millions every year [18:56] Check out these resources we mentioned during the podcast: - Stash.com - Forbes You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Change and transformation. It’s a part of business and life no one is exempt from. It’s the reason we sat down for this episode with Todd Weiden, founder of Saltee Co. Sometimes in leadership, it's easy for us to get focused on the goals and outcomes and less so on the experience for our teams and even our end users. There is a solution though. It comes from a place of honesty and a willingness to grow and learn together. A place of perspective and reflection. And if you can reach it, change not only becomes exciting it is welcomed. What better way to face a world that changes at a rate we’ve never known? Join us as we breakdown:  - The challenge in “something different” and how to get people to adopt [21:45] - How navigating change can ultimately be what separates you from the crowd [25:07] - The emotions in transformation, the challenges, the wins [32:54] - And how the awkward can inevitably lead to the awesome [39:22] Check out these resources we mentioned during the podcast: - Todd Weiden  - Saltee Co You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

How do you build trust with your account holders and customers in an increasingly digital world? It's the question we answer on today's episode and one they may not be asked enough. In a digital world in the era of AI, content is where you start this relationship. The content you put on social media, the content of your website, and the communications from your marketing channels. These are your lifelines in a sea of ever-increasing competition. The megaphone you use to speak to the crowd.  The real question is, can anyone hear you? Join this episode as we discuss:  - The difference between a customer experience and a relationship [0:47] - How communication has changed drastically and isn't done yet [2:10] - The 5 pillars of trust you should be building with your end user [5:16-14:09] - Their experience but your business's future and it's all in your hands. You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Money. It's an inherently complex subject. However, if we can provide clarity for our customers and communities not only will we instill confidence about money we inspire courage to commit to learning more. It’s not often brands make “simplicity” their cornerstone for communication, but what if we did? Sometimes simplicity is best — like this episode description. Join us as we discuss:  - The six C’s of consumer buying [1:35] - How simplicity is a valid solution [5:39] - What you can do to help break the taboo around “money” [9:03] - Why the cognitive load of your consumer should be a priority [13:09] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

“How do you differentiate your bank or financial brand through your marketing and advertising?” In this episode of Banking On Digital Growth we explore the topic of differentiation. It's a fantastic question asked by one of our dear listeners. One with that can be answered with a little simpler explanation than most would assume. Help first, sell second. Join us as we discuss:  - How establishing a culture around truly helping is one of the most effective places to start [3:48] - Why actually reducing choices for your customer may yield better results [6:12] - Finally, how to become a “guide” in your customer's process and not another salesperson [12:16] You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

There seems to be a growing theme in the financial world. “Compassion and communication are going to win.” Join us as we sit down with Ashwin Kumar head of startup/banking at Stripe and lay the framework for some of the success stories in today's current market. We all want to win but putting your customer's winning first, maybe the most potent way to get there. In this episode learn more about: - How collaboration and teamwork are putting those willing to participate far ahead of the competition [9:36] - What it looks like to turn roadblocks into advantages [18:41] - And how good communication and “positive deposits” into your customer experience is square one [21:46] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Nowadays it's becoming increasingly difficult to trust where we source our financial information and learnings from. With the biggest bank closures in history, increasingly high interest rates, and AI changing the working landscape of the world, how do we get ahead of the curve? We sit down with Diane Money founder Bill Bloom to see how he is setting out to reshape the way we perceive learning finance and make it his mission to help change someone's financial future. - Why “figuring it out” is a skill for making life and business work [3:03] - Diane Money’s mission to impact a billion people on this planet to build them a brighter and better financial future [10:08] - How the Status Quo keeps us from becoming who we are meant to be [14:22] - Why a knowledge academy is a critical part of growing Diane Money [24:32 You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

When we get sick we often refer to Google. If we can’t come up with a self-diagnosis we head to the professionals. Why isn’t it the same for our financial hardships? If you can’t get yourself out of a financial crisis why is it that more of us don't seek a coach? That’s why I’m talking to Cynthia Campbell, Chief Experience Officer at BALANCE. Cynthia provides an inside look at some of the things she's learned with her 18 years in the industry and how the conversation might actually be deeper than you think. Join us as we discuss:  - Flexibility and how it's more important than ever [3:05] - How imposter syndrome may be more common in the finance industry than you think [10:20]  - Financial Counseling vs. Coaching: The Ins and Outs [18:03] - Why transformation and learning walk hand in hand [35:45] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

In recent times, trusting your financial institution has become increasingly difficult. How do we fix this? Not only for the user but for the banks themselves. It takes a certain level of awareness to identify the pain points that will ultimately set you and your customers free. If you're ready to operate from a place of honesty and accountability within your industry to serve customers better, this is exactly what you need to be listening to. Sam Kilmer joins us as we break down some of the barriers fintech and finance are facing today and just how to navigate them. This episodes discussion covers: - Trust and why it's more important than ever [3:45] - TAM & TOM: Which market should you really be focusing on? [13:30] - Content and how human connection is going to win the long game [21:07] - Self-awareness: Does it make a difference in results? Why? [28:21] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

About 95 percent of financial brands have never participated in digital secret shopping studies. That means 95 percent of financial leaders don’t know what friction points or missing calls-to-action are turning customer leads away from their product’s website. As Audrey Cannata, Director of Operations at the Digital Growth Institute, points out, organizations don’t have to eat the whole grocery list when identifying gaps in the online shopping experience. They just have to take one bite at a time. Join us as we discuss: - How failure to follow-up contributes to lead abandonment (8:18) - Finding truth in qualitative and quantitative customer data (19:17) - Two questions every digital secret shopping study should ask (28:06) Check out these resources we mentioned during the podcast: - Audrey Cannata - Digital Growth Institute You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Change and transformation are never “easy” things to achieve, but they can be practical. In the day and age of accelerated growth, they are also non-negotiable. That’s why I’m talking to Jamie Punishill, Chief Marketing Officer at nCino. We are breaking down some practical and achievable ways financial leaders, brands, and institutions can nurture innovation and transformation through learning. Sometimes the most potent mix to accelerate our own growth is our willingness not only to learn but to experiment as well. Join us as we discuss: - Insights into transformation and change Jamie has experienced with nCino (3:45) - How positive encouragement and learning can lead to exponential growth (13:09) - The necessity of identifying opportunities for change (19:26) - How to apply some of these models of transformation in any industry (36:37) You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

It’s safe to say that more than once in the recent past, the average consumer has felt a particular level of uncertainty about their chosen financial institutions. Whether it’s been lack of support in times of need, or even confusion about the current situation what, if the quickest way to fix this situation was with empathy? That’s why I’m talking to Uday Akkaraju, the CEO of Bond.AI. Not only does he speak from a place of expertise but shared experience. In this episode, we talk about all things empathy, communication, and community. Join us as we discuss: - How to define empathy in the banking and financial fields (3:19) - Why a gap in empathy may just stem from a gap in communication (5:06) - How “imposter syndrome” may cause more issues than you think (21:11) - The importance of empathy not just for your business but the community (25:08) You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Fear shouldn't stop financial leaders from starting a podcast. Kicking off a podcast can feel daunting, but the returns can be exponential, especially for lenders and advisors with a heart for helping people. To celebrate the 300th episode of Banking on Digital Growth, host James Robert Lay opens up about his own podcasting journey and its impact on educating, connecting, and empowering others. Join James Robert as he unravels the power of podcasting in the financial world and why it's an investment worth making. Join us as we discuss: - Turning the Covid shutdown into a worthwhile investment (4:05) - Gen Z’s affinity for turning to digital media for financial advice (13:15) - Why collaboration is key in executing a successful podcast (17:47) - Building trust through podcasting and video mediums (29:37) Check out these resources we mentioned during the podcast: - James Robert Lay - Digital Growth Institute - Patty Ehsaei TikTok (@duchessofdecorum) - Banking on Business You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

As the ChatGPT conversation heats up among digital marketing teams, it’s becoming clear that knowing how to give context to AI inputs will be an important skill going forward. So how do we cut through the noise to take advantage of regenerative AI tools?   Chad Jenkins, President and CEO of SeedSpark, believes active listening is the answer to knowing how to ask the right questions. In this episode of our Exponential Insights series, we acknowledge curiosity and open up to the power of active listening in a technology strategy. Join us as we discuss: - Rising above the constant noise to gain new perception (2:17) - James Robert Lay - Jedi Master (8:15) - Training active listening by asking new questions (11:50) - How ChatGPT and AI can enable natural curiosity (20:55) Check out these resources we mentioned during the podcast: - Chad Jenkins - SeedSpark You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Our workaholic society often puts personal intelligence on a pedestal. But it’s our natural problem-solving instincts, or conative skills, that tend to make or break teams. That’s why the Digital Growth Institute is a major proponent of the Kolbe Index, a personality evaluation that measures how professionals like to “get things done.” In this episode of our Exponential Insights series, Ross Slater, Partner and VP at Reach Capabilities and certified Kolbe consultant, tells us how the test can boost your team’s confidence. As Ross said, if you and your team know yourselves, then you can do anything. By understanding ourselves, we can begin to understand each other. Join us as we discuss: - Why our conative abilities matter in professional team chemistry (8:19) - When conative cloning can harm your long-term outlook (18:36) - The future of prompt engineering in AI language learning models (29:14) Check out these resources we mentioned during the podcast: - Ross Slater - Reach Capabilities - Kolbe You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Neuroscientific studies have confirmed that our subconscious desires dictate most of the everyday choices we make. In other words, our human brains naturally tend to side with emotions over logic in decision-making, which is why several financial brands are now incorporating behavioral sciences into their marketing strategies. But this mode of thinking doesn’t stop with consumers. Roger Dooley, author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, explains why your optimum customer experience will never exceed that of your employees. In this episode of our Exponential Insights series, we unpack why it’s time for financial leaders to start getting in touch with their emotions. Join us as we discuss: - Measuring emotional variables in leadership performance (4:19) - Real-world examples of a frictionless customer experience (11:15) - Neuroscience and the pursuit of empathetic self-awareness (21:20) Check out these resources we mentioned during the podcast: - Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing - Friction: The Untapped Force That Can Be Your Most Powerful Advantage - RogerDooley.com - Roger Dooley You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Automation is dominating the marketing world with the continuing rise of regenerative AI. But as humanity continues its infant journey in this new frontier, many people are getting caught up in a lifeless deluge of digital pollution. And as returning guest Ethan Buete, Chief Evangelist at BombBomb and co-author of Human-Centered Communication, suggested, people’s trust in digital content will further erode the worse the noise gets. In this episode of our Exponential Insights series, we examine why video could be the great differentiator in human relationships for financial leaders and their brands in the Age of AI. Join us as we discuss: - How video builds trust and differentiates your brand (8:02) - Communicating confidence in commercial relationships (22:07) - The dangers of producing AI-generated video at scale (35:54) Check out these resources we mentioned during the podcast: - [email protected] - Ethan Buete - Human-Centered Communication: A Business Case Against Digital Pollution You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

What if someone born today could comfortably live to 100 or even 150? As medical science and technology continue to advance exponentially, human life expectancy could reach unprecedented heights. A doubled lifespan sounds like a medical miracle, but it could come with some side effects, specifically in your retirement planning. In this episode of our Exponential Insights series, Steve Swanston, Executive VP of Sales, Revenue, and Marketing at Velocity Solutions, talks with us about financial wellbeing and longevity. Steve shares his thoughts on a pervasive instant gratification culture’s toll on personal health and why financial leaders need to start thinking about coaching people on extended life expectancies. Join us as we discuss: - Promoting good health habits with a positive mindset (8:20) - Measuring progress over perfection in personal wellbeing (20:19) - Why financial coaching will be critical in a future of longevity (32:35) Check out these resources we mentioned during the podcast: - [email protected] -Steve Swanston - Velocity Solutions You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

The birth of social media spurned an exciting rise of digital communities in the early 2000s. But now the medium has become a frenetic networking pool exhausted of genuine empathy and belonging on major platforms. So how can financial brands bring their members together in a real community?   To Penny Power, Co-Owner Director of Business is Personal, the answer is obvious — banks and credit unions can build a community by solving its citizen’s pains. In this episode of our Exponential Insights series, Penny shares how her tech background shaped her mission to coach business leaders on the necessity of community for disconnected people. Join us as we discuss: - Empathy and collaborating to achieve results through community (6:42) - Why financial leaders struggle to build communities (22:24) - Gaining ownership through the power of citizenship (37:34) Check out these resources we mentioned during the podcast: - [email protected] - Penny Power - Business is Personal You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

The winds of change are blowing as financial leaders frantically search for answers in a chaotic banking sector. Many bank and credit union teams anxiously anticipate how these uncertain economic times may impact their lives. Yet Career and Life Coach Chuck Allen, host of the Cool Change podcast, says people can’t afford to get caught up in past experiences and future hypotheticals. Rather, only by being fully aware of the present moment can we navigate the changes happening today.   In this episode of our Exponential Insights, Chuck tells us how to find value in every experience and ride the waves of cool change. Join us as we discuss: - Why waiting for perfect circumstances is a modern epidemic (5:28)  - A reformed executive’s definition of “cool change” (14:54) - Gaining valuable insight from difficult experiences (25:52) Check out these resources we mentioned during the podcast: - Cool Change You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Digital Growth is a key component to just about any strategy these days. So, how do we achieve this? Is it experience? Collaboration? Principals? It's all those pieces and more. In this episode, we talk about all things growth and collaboration with Justin Breen & Mark Fujiwara. Join us as we break down how collaboration can be a catalyst for exponential growth at your financial brand or fintech: - How your mindset can align you with the best or worst opportunities (8:45) - Principals matter. It's what will define your experience (13:30) - Presence plays a much bigger piece to success than you might think (19:42) - The importance of surrounding yourself with good people (32:14) Check out these resources we mentioned during the podcast: - Justin’s New Book, Epic Life: How to Build Collaborative Global Companies While Putting Your Loved Ones First - Mark’s New Book, Superior Results -Coming soon! You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Digital Growth is a key component to just about any strategy these days. So, how do we achieve this? Is it experience? Collaboration? Principals? It's all those pieces and more. In this episode, we talk about all things growth and collaboration with Justin Breen & Mark Fujiwara. Join us as we break down how collaboration can be a catalyst for exponential growth at your financial brand or fintech: - How your mindset can align you with the best or worst opportunities (8:45) - Principals matter. It's what will define your experience (13:30) - Presence plays a much bigger piece to success than you might think (19:42) - The importance of surrounding yourself with good people (32:14) Check out these resources we mentioned during the podcast: - Justin’s New Book, Epic Life: How to Build Collaborative Global Companies While Putting Your Loved Ones First - Mark’s New Book, Superior Results -Coming soon! You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

As the internet economy continues to decentralize with Web 3.0, blockchain technology and NFTs are steadily becoming mainstream. But many financial leaders have a jaded perspective of where this digital revolution is heading. As Lee Richter, CEO of Global Leaders Collective and co-author of The Blockchain Life, explains, we must adapt because, once technology advances, it never goes backward. In this episode of our Exponential Insights series, we discuss looking at Web 3.0 technology through a lens of wonderment. Join us as we discuss: - Educating every generation on the future of digital banking (3:29)  - Growth opportunities in the digital creator economy (14:16) - Incorporating Web 3.0 into your future marketing strategy (26:08) Check out these resources we mentioned during the podcast: - GoAskLee.com - The Blockchain Life - Roblox Gucci Garden You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

As liquidity concerns hover over several regional financial institutions in early 2023, deposit fragmentation remains one of the greatest threats to banks and credit unions. So how can financial brands fix the leakage?   James White, General Manager of Banking at Total Expert, argues retention is only half the battle. Financial leaders need to start asking where their customers’ money is going and why. In this insightful episode of our Game Changer series, James gives some practical solutions for gaining and retaining deposits during the current banking crisis. Join us as we discuss: - How Starbucks leverages its loyalty program for deposits (4:00) - Retaining customers through ROI forecasting and education (11:45) - The deadly fallout from improper customer onboarding (19:54) Check out these resources we mentioned during the podcast: - Apps, crypto, and even Starbucks cards: Deposit fragmentation has been on a decade-long mission to bring down banking–and it’s not done yet - James White - [email protected] - Total Expert You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Too many financial institutions try to be everything for everyone, but several financial services and fintechs are finding success in giving their niche customer base a human-centered digital experience. In doing so, leaders like Tim Hamilton, CEO at Praxent, are carving communities out of the big banking ocean. Tim joins us for this episode of our Exponential Insights series to give his valuable perspective on vertical growth opportunities in niche financial services and fintechs. Join us as we discuss: - Connecting people with a human-centered tech stack (7:07) - Vertical growth opportunities for financial services in 2023 (19:25) - Praxent’s pivot to a niche community commitment (30:13) Check out these resources we mentioned during the podcast: - Blue Ocean Strategy - Tim Hamilton - Praxent You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

When former Baltimore Ravens tackle Parker Graham left football behind for the world of finance, he knew he was taking a chance on himself. But his locker room experiences compelled him to build solutions that would help spread financial awareness to the masses. His path to transformation wasn’t without its share of catastrophic roadblocks, but he was determined to live out his purpose.    The founder and CEO of Finotta joins us in this episode of our Digital Growth Journey series to share his underdog story and how he moved forward by finding clarity in defeat. Join us as we discuss: - Pivoting from the NFL to a financial startup (10:10) - Transforming the change mindset and personal coaching (18 :06) - Losing it all and finding clarity in failure (24:42) Check out these resources we mentioned during the podcast: - Parker Graham - Finotta You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

For decades, community financial brands have leaned on providing a superior customer experience over their national competitors. But as we move forward into the Age of AI, community banks and credit unions must become receptive to collaborating with innovative partners who can help them digitally transform. Otherwise, they risk dying alone. In this episode of our Exponential Insights series, Chris Cox, Chief Operating Officer at Apiture, shares how collaboration, enhanced customer experiences, and regenerative AI can save community financial brands. Join us as we discuss: - Community financial brands and fintech partnerships (7:17) - Misconceptions around regenerative AI and chatbots (15:21) - Overcoming legacy technology in enhancing the customer experience (29:01) Check out these resources we mentioned during the podcast: - Chris Cox - Apiture You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

As regenerative AI takes the world by storm, we are witnessing exponential change unfolding in real-time at a furious pace. How can industry leaders and their teams hope to keep up with these historic disruptions that force us to reevaluate everything we know about banking and personal finance? Caleb Gardner, Co-Founder and Managing Partner of 18 Coffees and author of No Point B, joins us to share his thoughts on exponential change in the financial space. Caleb believes it is more important than ever that financial leaders self-reflect and understand not just the pace of change but the why behind it. Join us as we discuss: - Why faster access to information is accelerating change (5:55) - The internet paradox and its influence on internal messaging (17:26) - Therapy, coaching, and their impact on emotional intelligence (2935) Check out these resources we mentioned during the podcast: - Calebgardner.com - 18 Coffees You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Embedded finance is changing the financial services landscape as a surge of neo banking super apps hits the market. Ivan Maryasin, CEO of Monite, believes these apps can drastically consolidate administrative workflow for small business owners and give them back their precious time.    In this episode of our Exponential Insights series, Ivan gives us his insightful take on how investing in embedded finance can provide entrepreneurs with a significant return on happiness. Join us as we discuss: - How super apps can create compelling value for users (3:24) - Taking extra steps out of the small business owner’s workflow (12:48) - The potential for return on time with embedded automation (26:46) Check out these resources we mentioned during the podcast: - Ivan Maryasin - [email protected] - Monite You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

A product mindset is a promise to offer worthwhile value to your customers as efficiently as possible. Digital financial services are no good to consumers if they languish in quality assurance. But if we deliver them in bite-sized pieces, we can solve customers’ pain points one step at a time.    In this episode of our Exponential Insights series, Rob Murray, BFSI Industry Leader for 3Pillar Global, gives his thoughts on the product mindset, agile banking, and the race to transformation. Join us as we discuss: - Hurdles to adopting a product mindset for large institutions (2:16) - Adopting an agile banking methodology (13:40) - The need for a mindset shift in delivering value to customers (25:00) Check out these resources we mentioned during the podcast: - The Product Mindset You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Digital transformation momentum may seem out of reach to some financial leaders, but that’s because they’re trying to move mountains rather than one pebble at a time. Transformation starts with the self, and you’re not starting from a dead stop. Regardless of speed or trajectory, each one of us is already moving. In this episode of our Exponential Insights series, we’re joined by the Chairman and CEO of NYMBUS, Jeffrey Kendall, as well as CMO and Chief Strategy Officer, Allison Netzer. Jeffrey and Allison share their thoughts on building digital transformation momentum and the personal growth journey to our future selves. Join us as we discuss: - Mentally investing in a growth mindset and branding (6:17) - Why innovation is wired to an active mindset (17:00) - How periodically changing disciplines promotes curiosity (24:15) Check out these resources we mentioned during the podcast: - NYMBUS - Jeffrey Kendall - Allison Netzer - Think Like a Brand, Not a Bank - Willpower Doesn’t Work - EOS Level 10 Meeting Agenda You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Data and analytics have become the default yin and yang in digital transformation, but they’re much more than just water cooler buzzwords. As Rich Carlton, President at Aunalytics, told us, financial brands need to stop putting their data solely in the hands of their IT departments and start asking the big question. What business problem are you trying to solve?   In this episode, Rich shares his innovative thoughts on data and analytics in finance and how banks and credit unions can forge the process into a personalized customer experience. Join us as we discuss: - The need to build a data pipeline early in the transformation process (3:51) - The dangers in spending too much time building instead of acting (17:57) - Competitive advantage in owning versus renting data capabilities (25:24) Check out these resources we mentioned during the podcast: - Aunalytics You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Despite mountains of data at their disposal, banks and credit unions constantly fumble lending growth opportunities. Gary Lewis, Managing Director of Lending & Deposit Solutions at Jack Henry & Associates, believes it’s because many financial institutions have forgotten an important part of the customer journey. That credit is an art, not a science. If financial brands want to maximize their loan portfolios, they have to balance culture and automation to paint a clear picture for their customers. Join us as we discuss: - Transforming perspective in a data-driven space (7:02) - Empowering small businesses with proactive lending (15:30) - Why customer service is not a differentiator for your brand (22:30) Check out these resources we mentioned during the podcast: - [email protected] - Jack Henry & Associates You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Machine learning has a tenuous reputation among many financial leaders, be it from fear of negative social impact or regulatory risk. But Tyler Barron, Chief Revenue Officer at Encapture, argues that AI’s potential to remove friction points in the lending experience is too great to ignore. Tyler gives us his unique perspective on machine learning and how financial brands can utilize intelligence document automation to free their compliance teams from the mundane. Join us as we discuss: - Misconceptions around machine learning and its limitations (4:09) - How AI removes friction in the employee and customer experiences (22:10) - Why financial brands should adopt automation in bite-sized chunks (26:45) Check out these resources we mentioned during the podcast: - Tyler Barron - Encapture You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Narrative storytelling for your financial institution or fintech is about framing perspective. Words are an outward expression of our thoughts and feelings, so they hold tremendous power over how our customers and employees perceive us. Angela Moonan, CEO of consultancy Angela Moonan, LLC, believes choosing the right words to tell your brand’s story can move mountains for your business. It starts with deciding what kind of story you want your narrative to be. Angela tells us why the potential for narrative storytelling can save the human connection in finance as we enter the Age of AI. Join us as we discuss: - Why it’s hard for financial leaders to hit pause (11:21) - Finding the “why” in your storytelling narrative (20:00) - The power of words and defining your archetype (27:52) Check out these resources we mentioned during the podcast: - [email protected] - Angela Moonan, LLC - The Complete Works of Florence Scovel Shinn You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Direct mail marketing may feel nostalgic to some. Yet, in a digital world dominated by social media and mobile technology, direct mail is still a reliable channel that delivers point-blank engagement with consumers. As David Fink, CEO and Co-founder at Postie, put it, direct mail puts control of your financial brand’s narrative back in your hands. David tells us how direct mail marketing can be used to proactively educate customers and lay the foundation for your brand’s story. Join us as we discuss: - Why financial leaders often get stuck in the present moment (4:50) - Direct mail marketing’s transformation in the digital age (17:10) - How you can leverage direct mail in customer engagement (26:13) Check out these resources we mentioned during the podcast: - David Fink - Postie You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Despite all the buzz around embedded finance and fintech, traditional ways of thinking still find a way to contradict innovation. Part of the problem is a knowledge gap among financial leaders: they know fintech is the future of the industry, but they don’t truly understand what that means. Joe Keeley, CEO and Co-founder at Justifi, believes if these companies want to harness the power of embedded finance and pivot into fintech, they have to change their perspective — fast. Joe gives us an inside peek at the current state of payment platforms and why many of them are trying to find value in all the wrong places. Join us as we discuss: - The need for a widespread mindset shift toward fintech (4:34) - Inefficient data collection processes in traditional banks (10:22) - Optimizing payment platforms and expanding services (17:14) Check out these resources we mentioned during the podcast: - Joe Keeley - Justifi You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Digital onboarding, or lack thereof, is often an afterthought as financial brands chase new account applications. However, can banks and credit unions really label a fresh account as a win if all it does is collect cobwebs? Laurie McLachlan, CMO at Digital Onboarding, Inc., thinks financial brands have an abandonment problem, and they won’t be able to fix it until they step back and accept it. Laurie argues that throwing more information at account holders won’t cure attrition unless institutions help their clients understand it. Join us as we discuss: - Why most official account abandonment numbers are fickle (6:53) - The difference between communicating and helping (16:23) - How referral programs help build better relationships (32:17) Check out these resources we mentioned during the podcast: - [email protected] - Laurie McLachlan - Digital Onboarding, Inc. You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Community financial brands coasted for decades on a positive reputation built on trust. Consumers believed that these banks and credit unions had their best interests at heart, but the rapid rise of fintechs has put these brands on notice. Now, many of those same customers worry that smaller institutions may not have what it takes to keep up with digital innovation. Gabe Krajicek, CEO of Kasasa, tells us how community FIs can shed this technology lag misconception and become local leaders in transformation. Join us as we discuss: - How community institutions are mistaking understanding for feeling (5:19)  - Alternative routes for community brand and fintech collaborations (13:01) - Why AI will never replace the human connection (26:02) Check out these resources we mentioned during the podcast: - Gabe Krajicek - Kasasa You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Personal transformation means different things to different people. Still, one thing remains constant: if one wishes to transform, one must be willing to change. If we’re unwilling to address our self-destructive patterns and behaviors, our mental health will become a victim of complacency. If we want to transform ourselves and our teams, we must first cure our mindset. Peggy Van de Plassche, mental health advocate and author of Paris, Mushrooms, and Me, shares her transformation journey and why psychedelic drugs could be your self-care solution. Join us as we discuss: - Why we must transform organizations from the inside out (3:26) - The messiness of personal growth and workaholism (10:06) - Contextual truth and the psychedelic stigma (22:29) Check out these resources we mentioned during the podcast: Peggy Van de Plassche Peggyvandeplassche.com You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Influencer and affiliate marketing have taken the digital world by storm this decade. The reason is simple: people trust people. Customers don’t want to be sold to by a faceless financial organization. They want to engage with trusted people who can bridge their needs to your product or service. Alana Levine, Chief Revenue Officer at Fintel Connect, tells us why your institution or fintech should consider influencer and affiliate marketing for your digital strategy. Join us as we discuss: - The evolution of third-party influencer marketing relationships (7:50)  - How smaller institutions can build brand equity through influencers (13:37) - Why having ROI measurement in place is critical for partnerships (21:59) Check out these resources we mentioned during the podcast: - Alana Levine - [email protected] - Fintel Connect - 5 Essential Metrics that Prove the Marketing Strategy Works You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Communication failure is often the number one cause of productivity setbacks in the workplace. As digital communication channels continue to evolve and spread, how do we ensure we’re providing clarity in context to our colleagues? Audrey Cannata, Operations Lead at the Digital Growth Institute, gives her thoughts on cutting through confusion as we break down Michael Hyatt’s book No-Fail Communication. In this installment of our Behind the Cover series, we get out of the communication comfort zone and explore dialogue in a digital-first world. Join us as we discuss: - A need for intentionality in communication self-awareness (4:06) - Why your environment and focus matter in video calls (18:48)  - Getting your team to buy in through a culture of inclusivity (34:08) Check out these resources we mentioned during the podcast: - No-Fail Communication: 13 Workplace Communication Problems and How to Fix Them - Audrey Cannata - [email protected] - [email protected] - Kolbe Index You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Data continues to gain momentum as the commodity of choice in our global economy. As a result, digital assets have now gained a foothold on the balance sheets of the world’s most powerful banks. Emmanuel Daniel, Founder of The Asian Banker and author of The Great Transition, worries we may be evolving into a platform-based economy in which all data is financialized. Yet, he believes if individuals can take back the power over their wealth through personalized finance, society will be all the better for it. Join us as we discuss: - Why humans have an unquenchable urge to tame data (6:03) - Decentralized assets and the future network economy (19:11) - How personalized finance can change wealth management (29:57) Check out these resources we mentioned during the podcast: - emmanueldaniel.com You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Many traditional incumbent banks are struggling to offer digital services that meet customers’ expectations. Some have adopted a mindset that simply injecting new technology into their product is equivalent to real transformation. Maurice Lisi, Head of Direct Channels at BPER: Banca, argues that what traditional bankers really think is digital leaders don’t understand the complexities of banking. Until these incumbent institutions and digital pioneers collaborate and integrate, traditional organizations will continue to fail consumers. Join us as we discuss: - How traditional banks are neglecting the human experience (3:49) - Incumbent banks blending with digital tech from the bottom-up (15:01) - Why you need to give the “why” to gain support for change (22:56) Check out these resources we mentioned during the podcast: - Maurice Lisi - MauriceLisi.me You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Leadership lessons can come in all shapes and sizes, but what if we approached them through the lens of storytelling? Stories evoke feelings, and through feelings, we find purpose. Great leaders can empower teams by recognizing each impactful moment because once they gloss over the day-to-day, the greater story suffers for it. Garick Giroir, Marketing Strategist at Louisiana Federal Credit Union, tells us why a mix of nostalgia and curiosity is encouraging millennial leaders to give their teams the “why” through storytelling. Join us as we discuss: - Leadership lessons from a millennial’s perspective (6:06) - How Dungeons and Dragons echos storytelling in leadership (16:38) - Framing purpose for your team by giving them the “why” (32:19) Check out these resources we mentioned during the podcast: - Garick Giroir - Louisiana Federal Credit Union You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Every great president or executive in finance has a kit of leadership lessons they’ve collected on their transformational journey. Each person’s story is a little different, but they all share one thing in common: to move forward on a path of change, they first had to push past failure. Shane Saunders, President and CEO of Mocse Credit Union, believes that every leadership success story comes with its own chapter on defeat.   Shane shares some of the valuable leadership lessons he’s absorbed not just from his years in finance, but also from his military days and an arduous climbing experience. Join us as we discuss: -How a challenging climb up El Capitan affected Shane’s outlook on failure (18:30) -Pushing past failure to achieve change in your organization (28:23) - Leading through uncertainty and giving your team clarity (37:10) Check out these resources we mentioned during the podcast: - [email protected] - Shane Saunders - Mocse Credit Union You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Different banking segments are certainly moving faster than others in transforming the digital landscape, like with subscription-based financial services. If financial leaders want to keep up, they need to alter their perception of change. Before acting differently, they need to feel different. Nick Belesis, VP of Growth at Fintech Insights by Scientia, believes it’s time for traditional banks to take the handcuffs off of their digital apps and give clients human-centric service. Join us as we discuss: - How subscription-based services can level up financial brands (10:25) - Reducing friction points in digital banking and fintech partnerships (18:16) - Why blockchain technology may be the future of digital finance (30:27) Check out these resources we mentioned during the podcast: - Nick Belesis - Fintech Insights by Scientia You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

The pandemic put fintech innovation on a near-vertical trajectory as financial brands pivoted into the next stage of our digital evolution. But despite the brilliant minds behind them, some of the fantastic new products we’ve seen in the last few years are failing. Greg Palmer, Vice President of Finovate, believes it’s because companies designed those products for rational people. But your typical consumer isn’t rational when it comes to their finances, so fintechs need to meet them where they are. Join us as we discuss: - What we should be paying attention to in fintech innovation (7:01) - How financial coaching can help consumers understand products (17:08) - Increasing the emotional quotient in fintech applications (24:32) Check out these resources we mentioned during the podcast: - Greg Palmer - Finovate - Finovate Podcast You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

What is holding many banks and credit unions back from just doing the right thing by their clients? The unfortunate reality is that most financial institutions profit off of people’s mistakes. But what if they pivoted to banking on positive outcomes instead? Matt Wallaert, Founder of BeSci.io and author of Start at the End, believes everyone in finance has an intrinsic desire to help others. But they’re bound to an industry that values measured processes over outcome-driven results, and that needs to change. And behavioral science could be the key to unlock a new perspective for financial leaders. Join us as we discuss: - The abstract nature of measuring behavioral science progress (4:42) - Reducing friction points to make banking better for common people (20:28)  - Why people need to hope before asking for help (34:20) Check out these resources we mentioned during the podcast: - Matt Wallaert - Start at the End: How to Build Products that Create Change - BeSci.io You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Personal branding is a subject that gives many people pause despite its incredible marketing potential. Whether it’s the fear of failure or an overwhelming desire for instant gratification, it’s easy to make excuses not to plant our flag in the ground. The Duchess of Decorum herself, Pattie Ehsaei, believes financial leaders have the time and potential to provide value to others through personal branding content. They simply have to find it in themselves to take the first step. Join us as we discuss: - Common misconceptions of social media in personal branding (12:22) - Why an attitude of helping will always trump selling (17:01) - Understanding the value of an hour in building your brand (24:03) Check out these resources we mentioned during the podcast: - Pattie Ehsaei LinkedIn - Pattie Ehsaei Instagram - Pattie Ehsaei TikTok - Pattie Ehsaei Website You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

In a heavily regulated industry like finance, it can be tough for financial brand leaders to go all in on a positive growth mindset during uncertain economic times. But if banks and credit unions are going to boldly move forward in their digital transformation journeys, they’ll need to continue to embrace change and pioneer new ideas. As Eric Cook, Founder & Chief Mentor of The LinkedBanker, told us, traditional bankers need to stop countering innovation with “No, because” and start responding with “Yes, and.” Join us as we discuss: - Why banking leaders tend to shun a positive growth mindset (9:46) - Valuing progress over perfection in digital innovation (21:21)  - ChatGPT and the future of AI toolkits (27:56) Check out these resources we mentioned during the podcast: - Eric Cook - The LinkedBanker You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

If there’s one topic in intimate conversations that may be frowned upon more than finances, it’s death. Unfortunately, many families put off the wealth transition dialogue until it’s too late. They’re then left scrambling to find the missing pieces in their dearly departed’s life. Emily Cisek, CEO & Co-Founder of The Postage, tells us why financial brands should take the opportunity to help their customers through the tough conversation of death and wealth. Join us as we discuss: - How financial brands can drive natural connections with families (6:22) -Prioritizing emotional experiences over transactional ones (16:17) -Breaking through leadership barriers with emotional topics (23:35) Check out these resources we mentioned during the podcast: -Emily Sisik - The Postage You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

In the risk-averse industry of finance, digital content marketing can feel like traversing a minefield. As social media platforms continuously adjust their algorithms, many financial brands and fintechs struggle to keep up while using outdated traditional marketing tactics. Anna Wolf, Owner and CEO of SuperScript Financial Marketing Agency, tells us why financial services need to stop touting digital content like a broadcast and treat it like a conversation. Join us as we discuss: - Why financial services are always a step behind in digital marketing (8:13) - Reexamining your long-term digital marketing play (15:47)   - The future of AI writing tools and their place in content marketing (24:18) Check out these resources we mentioned during the podcast: - SuperScript Financial Marketing Agency - Anna Wolf You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Three years ago, Jennifer Poniatowski, VP of Mortgage Sales at Credit Union 1, and her team had no practical digital tools at their disposal. But Jennifer knew they had to be proactive in giving their clients the digital experience they deserved. By integrating forward-thinking tech into their operations, Jennifer elevated their member experience by investing in the employee experience. Through optimization, they are transforming their entire organization’s growth journey one step at a time. Join us as we discuss: - A hands-on approach to investing in the employee experience (5:12) -Rolling out their partnership with Total Expert’s CRM platform (12:28) - A proactive strategy of future growth through optimization (26:04) Check out these resources we mentioned during the podcast: - Jennifer Poniatowski - Credit Union 1 You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Community institutions are the backbone of lending for many businesses and individuals.   But when it’s easier to do business with bigger banks when it comes to consumer lending, community banks and credit unions lose. Joe Ehrhardt, CEO & Founder of Teslar Software, joins the show today with incredible, concrete examples of how you can better make your small, local financial brand stack up to the big boys. Commercial loans are not the only way forward — catering to consumers can also be a path as long as you’re making sure the consumer experience is modern and relevant to their needs. If your own executive board can’t do your processes, neither can your customers. Join us as we discuss: - Community banking’s reluctance to offer indirect loans (3:05)  - Educating consumers and local businesses on community lending (10:00) - Why financial leaders need to try their digital products (22:09) Check out these resources we mentioned during the podcast: - [email protected] - Teslar Software You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Since the internet’s awakening in the mid-90s, we’ve experienced exponential growth in digital finance. As mobile technology and social platforms continue to democratize the world wide web, financial institutions and fintechs barely have time to stop and catch their breath. Marco Santos, CEO USA & Latin America Region - Grupo GFT, tells us why continuous learning and an exponential growth mindset are essential to keeping up with the pack in digital transformation. Join us as we discuss: - Curating a shared exponential growth mindset from the inside-out (9:05) - Why continuous learning will catapult financial brands forward (17:30) - How green coding can reduce exponential energy consumption (31:05) Check out these resources we mentioned during the podcast: - [email protected] - Marco Santos - Grupo GFT You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

How often do revolutionary ideas in the financial space fall by the wayside because they’re left unshared? Collaboration is the mother of innovation in the Digital Age. As large financial institutions brace for tough economic times, credit unions are looking for ways to help common people with common financial problems. Jonathan Taylor, CEO at CU Sol, shares how credit unions are partnering with fintechs and other services to give consumers a hand up out of their financial stress. Join us as we discuss: - Collaborative projects like the CU Safe domestic abuse program (5:53) - Innovating for ourselves versus a focus on helping others (11:02) - Why so many innovative ideas are left on the cutting room floor (19:55) Check out these resources we mentioned during the podcast: - Jonathan Taylor - CU Sol - CU Safe - Bond.AI - Banking on Experience Podcast Call or text James Robert at 415-579-3002 or Jonathan at 207-653-8559 to collaborate on your innovative ideas You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Customer surveys have become the default mechanism for financial brands in understanding consumer behavior. But surveys have a glaring weakness: they fail to account for the “why” behind a customer’s shift in brand loyalty. Derik Sutton, CMO at Autobooks, tells us why financial brand leaders need to dig deeper and hear the stories behind the shifts in consumer behavior Join us as we discuss: - The four forces in play behind switches in customer behavior (7:10) - How digital evangelists can influence your consumers (18:52) - Bridging empathy for you customers through proximity (29:23) Check out these resources we mentioned during the podcast: - Derik Sutton - Autobooks You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Financial brand marketers are in the communication business, so everyone has to flex their writing chops at some point. Yet, for one reason or another, many people believe they don’t have what it takes to create quality written content. But as Ann Handley, author of Everybody Writes, pointed out, you don’t need to be a brilliant writer to communicate value to your customers. You just need to be authentic.   Join us as we discuss: - Marketing transformations that inspired Ann to update her book (7:20) - Her three-step formula for creating quality content (14:48) - How to differentiate yourself in an expertise economy (22:28) Check out these resources we mentioned during the podcast: - Ann Handley - Everybody Writes: Your New and Improved Go-To Guide to Creating Ridiculously Good Content - Ann Handley Newsletter You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

With the world on the brink of recession, many financial institutions and fintechs are reassessing their branding in a tough economy. But instead of burying their heads in the sand, financial leaders should see this period as an opportunity for growth. Mark Arnold, President of On the Mark Strategies, tells us why banks and credit unions should resist cutting their marketing budgets and invest in their brands.   Join us as we discuss: - The three legs of the Branding Triangle (6:12) - Why cutting back on marketing during a recession is a mistake (14:45) - The distinct skill sets of leaders versus managers (22:28) Check out these resources we mentioned during the podcast: - Mark Arnold - [email protected] - On the Mark Strategies You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Personalization is about humanizing the digital experience. But for banks and credit unions to successfully implement a customer-centric data strategy, everyone in the organization has to be aligned. In this episode, we’re joined by Tom Novak, VP/Chief Digital Officer at Visions Federal Credit Union, Craig McGlaughlin, CEO of Finalytics.ai, and Mark Ryan, Chief Analytics Officer at Finalytics.ai. These visionaries give their valuable insight into lessons learned as they navigated complexity together to give credit union customers the personalized experience they deserved.   Join us as we discuss: - Narrowing focus amidst a multitude of data points (11:16) - Practical shortcuts in personalization for smaller brands (17:54) - How machine learning can help FIs react to customer needs (26:48) Check out these resources we mentioned during the podcast: - Tom Novak - [email protected] - Visions Federal Credit Union - Mark Ryan - Craig McGlaughlin - [email protected] - Finalytics.ai You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Your personal brand is a superpower. With positive nurturing, your brand can move mountains in financial services because people trust other people. But before you can sell your financial brand’s product to your customer, you have to sell yourself first. Dr. Cindy McGovern , CEO of Orange Leaf Academy and author of Sell Yourself, tells us why every financial leader and lender needs to look in the mirror and reflect on their personal brand. Join us as we discuss: The conflation of individual versus corporate branding (10:42) Cultivating self-awareness in personal branding (24:07) Why people tend to sell themselves short (36:07) Check out these resources we mentioned during the podcast: Dr. Cindy Sell Yourself: How to Create, Live, and Sell a Powerful Personal Brand You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Is the digital lending experience broken?While trying to find a proper balance of human interaction and self-service, many financial brands continue to miss opportunities to improve these transactions. Jeff Keltner , Senior Vice President of Business Development at Upstart , tells us how banks and credit unions can streamline their customers’ friction points in the digital lending experience. Join us as we discuss: Balancing human interaction with self-service (4:01) Why financial brands struggle to maximize their data (15:59) How alternative AI data can revolutionize lending (21:51) Check out these resources we mentioned during the podcast: Jeff Keltner Upstart Leaders in Lending You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

What is experience? At the Digital Growth Institute, we define it as the sum of processes that have been applied and optimized to exude a positive emotional response. But pain points and ill-conceived short-cuts can result in an undesired outcome. In celebration of our 250th episode, we reflect on several brilliant conversations around the subject of the customer experience in finance. Join us as we discuss: The dangers of over-reliance on automation in the Age of AI Why speed is key in benchmarking the customer expeience How your employees are directly tied to the customer experience  Check out these resources we mentioned during the podcast: Joey Coleman  Jay Baer  Dan Ginggis  Brittany Hodak  Jon Picoult Katherine Regnier   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

The traditional customer interaction has steadily evolved in the age of digital customer service. But many age-old frustrations that hinder the consumer experience still plague financial brands. And that’s a problem because customers aren’t loyal to brands - they’re loyal to positive experiences. Rick Delisi , Lead Research Analyst at Glia and co-author of The Effortless Experience, shares how financial brands can get their customers’ loyalty back. Join us as we discuss: Underestimating customer expectations (5:35) Diminishing returns in delighting customers (10:20) Why video is vital to the digital customer experience (28:22) Check out these resources we mentioned during the podcast: Rick Delisi Glia The Effortless Experience: Conquering the New Battleground for Customer Loyalty Digital Customer Service: Transforming Customer Experience for an On-Screen World You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Financial brands and fintechs are scrambling to get a piece of the digital lead generation pie on social media platforms. But it’s not enough to be an analytical marketing guru these days. You’d better know how to handle a camera, too. Mark Lachance , CEO of Maxy Media and author of The Lucky Formula, tells us how his team is conquering the digital ad space on social media. Join us as we discuss: Digital marketing trends on today’s social media platforms (3:50) The ambiguity of content creation versus promotion (15:30) How “luck” is a force you can stack in your favor (23:29) Check out these resources we mentioned during the podcast: Mark Lachance Maxy Media The Lucky Formula “The Luck Quiz” You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

When people think of digital communities, their thoughts likely turn to social media. But social media is simply a tool, and it’s a tool designed to curate one thing: content. Gina Bianchini , Founder and CEO of Mighty Networks , tells us how she envisions building future digital communities around culture. Join us as we discuss: A strategic approach to building a digital community (4:33) The hamster wheel of digital content curation (18:38) Conflating social media with authentic digital community culture (30:18) Check out these resources we mentioned during the podcast: Gina Bianchini Mighty Networks  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Credit unions have a significant opportunity to use data to help and educate their members, yet 70 percent of credit unions don’t have a data strategy. Many executives may point to the monetary cost of implementing such a plan, but what are the hidden costs of ignoring it? Anne Legg , Founder of Thrive Strategic Services , tells us why more credit unions should implement a data strategy to ease their members’ friction points. Join us as we discuss: The typical timeline for implementing a successful data strategy (14:27) Benchmarking institutional data culture and consumption (20:19) Cost of action versus inaction when budgeting a data strategy (27:44) Check out these resources we mentioned during the podcast: Anne Legg Thrive Strategic Services Twitter You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Life has a way of putting obstacles in our path. But it’s how we choose to overcome those roadblocks that define us. Audrey Cannata , Operations Lead at the Digital Growth Institute , joins me for another episode of our Behind the Cover series as we discuss Ryan Holiday’s The Obstacle Is the Way. By applying stoic wisdom, we can transform our account holders’ obstacles into opportunities to help guide them beyond financial pain. Join us as we discuss: Turning financial failure into a learning opportunity (7:09) Applying discipline and persistence to action (27:14) Quantitative versus qualitative investment opportunities (33:52) Check out these resources we mentioned during the podcast: The Obstacle Is the Way You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Rather than leveraging their brands for change, banks and credit unions often get stuck in the institutional hamster wheel as opportunities for innovation die in a culture of “sameness.” But by stepping back from their busyness, they can reacquire their objective: creating a value proposition for their customers. Martha Bartlett Piland , President at BANKTASTIC and author of Beyond Sticky, tells us how financial brands can overcome their fear of focus and get back into the branding game. Join us as we discuss: Breaking away from the busyness to regain perspective (3:59) Pivoting back to focusing on giving value to your customers (18:22) Taking advantage of comm channels to spread brand awareness (32:22)  Check out these resources we mentioned during the podcast: Martha Bartlett Piland  BANKTASTIC  Beyond Sticky Her-Bank.com  BankMD.com   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Divorce is a messy business. And it can become an even more convoluted nightmare when one or more parties commit financial fraud. That’s why Forensic Accountant and Fraud Investigator Tracy Coenen authored The Divorce Money Guide to help spouses who have lost control of their financial security. Tracy shares why she saw a need to create her ten-step guide and how she thinks financial brands can empower their account holders during a divorce. Join us as we discuss: The complexities of navigating money during a divorce (8:50) Analyzing unusual behavior with AI and data analytics (14:16) Opportunities for coaching through the divorce process (19:17)  Check out these resources we mentioned during the podcast: Tracy Coenen  The Divorce Money Guide  Instagram   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

During his NFL tenure, Jedidiah Collins had an epiphany: he and many of his fellow players were financially illiterate. He knew he had to take action and address his poor financial habits. He needed a money vehicle. The Founder and CEO of Money Vehicle and author of Your Money Vehicle: How to Begin Driving to Financial Freedom! shares his mission to spread financial literacy to the masses. Join us as we discuss: Jedidiah’s inspiration for coaching financial literacy (3:13) The financial literacy knowledge gap and misconceptions (11:42) Envisioning a future without positive change in literacy (28:11) Check out these resources we mentioned during the podcast: Jedidiah Collins Money Vehicle Your Money Vehicle: How to Begin Driving to Financial Freedom! [email protected] @FullbackofFinance Rich Dad, Poor Dad You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

As digital continues to dominate the marketing strategies of financial brands, an abundance of opportunities has left many FIs and fintechs feeling overwhelmed. By injecting people back into the digital equation, marketing teams and CEOs can escape this “channel paralysis.” Jim Craig , Co-Founder of Conotext, LLC , tells us how financial brands can best utilize age-old tactics to up their digital marketing game. Join us as we discuss: - Paradox of choice in digital channel proliferation (5:18) - Playing the long game in your SEO strategy (12:49) - The cultural aspect of service versus sales (26:02) Check out these resources we mentioned during the podcast: - Jim Craig - [email protected] - Conotext, LLC You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Decentralized marketing communication is trending upward.  To capture the attention of niche audiences, financial brands are spreading their wings in crafting their storytelling narrative. But with an abundance of communication opportunities, it’s easy for banks and credit unions to muddle their message.  Sarah Cooke (https://www.linkedin.com/in/sarahsnellcooke/), Founder of Cooke Consulting Solutions (https://www.cookeconsultingsolutions.com/), tells us why a solid communication strategy is essential in marketing and how your financial brand can lay the groundwork for good “story-selling.”   Join us as we discuss: Transformational patterns in communication over the last decade (4:21) The marketing-communications relationship (14:27) Preparing a crisis communication plan (26:27)  Check out these resources we mentioned during the podcast: Cooke Consulting Solutions [email protected] Sarah Cooke  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.   Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

An idea is only as good as its execution. Many financial brands struggle to deliver innovative products by using outdated operating models to push digital strategies.  Alex Castro (https://www.linkedin.com/in/thealexcastro/), Founder of ReM Score (https://remscore.com/) and author of Measure, Execute, Win, tells us why so many brands have neglected proper execution in trying to force digital transformation. Join us as we discuss: - How strategic expectations can fall short in execution (6:43) - The innovation falloff rate in decision-making biases (15:08) - Why data is so crucial to execution (25:25) Check out these resources we mentioned during the podcast: Measure, Execute, Win - https://www.amazon.com/Measure-Execute-Win-Strategic-Initiative-ebook/dp/B07V5MT6F3 ReM Score - https://remscore.com/ MCorp - https://the-mcorp.com/ You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or at DigitalGrowth.com.  Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

COVID shattered our perception of predictability in strategic planning. As we boldly move forward into a post-COVID future, many financial brands have raised questions about the strategic planning mindset. In this episode of our Inside Digital Growth series, we answer questions from you, our dear listeners, about the future of strategic planning going into and beyond 2023. Join us as we discuss: - Top priorities for credit unions and banks as they plan for the future (12:19) - Measuring progress and outcomes after your plan is set in motion (26:38) - The economy’s current state and its impact on future strategy (34:50) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

With 85 percent of Americans dealing with financial stress, the mental health connection to money is becoming more acknowledged each day.  Now, the worlds of psychology and finance have come together to create the science of financial therapy.  Dr. Megan McCoy (https://www.linkedin.com/in/megan-mccoy-phd/), licensed Marriage and Family Therapist, certified Financial Therapist, Assistant Professor of Practice, Director of Financial Planning Master’s program, and accredited Financial Counselor at Kansas State University (https://www.k-state.edu/), shares how financial therapy can lift people out of money-related anxiety.  Join us as we discuss: How the money taboo impacts financial stress (7:53) The impostor syndrome plaguing financial professionals (15:11) Establishing and expanding financial therapy practices (24:04)  Check out these resources we mentioned during the podcast: Financial Therapy Association - https://financialtherapyassociation.org/ The Psychology of Financial Planning - https://www.cfp.net/knowledge/psychology-of-financial-planning Get Beyond Money - Tropical FCU -https://getbeyondmoney.tropicalfcu.com/ Dr. Megan McCoy - https://www.linkedin.com/in/megan-mccoy-phd/ meganmccoy@ksupeeredu  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.   Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Despite so much promising technology in this age of AI, many people feel busier than ever before. But is our busyness a product of workload or simply poor time management?  In this episode of our Behind the Cover series, Audrey Cannata (https://www.linkedin.com/in/audrey-cannata-6784191a1/), Operations Lead at the Digital Growth Institute, joins me to discuss Brian Tracy’s memoir on procrastination: Eat That Frog!   Join us as we discuss: - Prioritizing our time investments (6:14) - Developing a sense of urgency in how we spend our energy (27:52) - Measuring progress through micro-tasking (34:48)  Check out these resources we mentioned during the podcast: - Eat That Frog!: 21 Great Ways to Stop Procrastinating and Get More Done in Less Time - https://www.amazon.com/Eat-That-Frog-Great-Procrastinating/dp/162656941X - Audrey Cannata - Text your book recommendations to 415-579-3002  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or at DigitalGrowth.com.   Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Customer-driven leadership empowers teams to serve their clients better, both internally and externally. But what does that holistic model look like for financial services in this digital age of AI? Daniel Hammond (https://www.linkedin.com/in/daniel-l-hammond/), Managing Partner at Customer Driven Leadership LLC ( https://www.linkedin.com/company/customer-driven-leadership-llc/about/) and author of Customer Driven Leadership (https://www.customerdrivenleadership.co/) told us how this thinking can transform your organization.  Join us as we discuss: - What can prevent servant leadership from taking hold (11:10) - Why leaders get offended when flipping the organizational chart (18:58) - Short-term versus long-term planning and development (26:40) Check out these resources we mentioned during the podcast: - Daniel Hammond -https://www.linkedin.com/in/daniel-l-hammond/ - Customer Driven Leadership - https://www.customerdrivenleadership.co/ You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or at digitalgrowth.com.  Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Part 2 of our conversation with Allison Netzer (https://www.linkedin.com/in/allison-netzer-1b98335/) , Chief Marketing and Strategy Officer at NYMBUS (https://www.nymbus.com/).  Allison shares more valuable insight on branding as we explore the last three points in her book, Think Like a Brand, Not a Bank.    Join us as we discuss: How financial brands can “queue the remix” by recycling old ideas (3:55 Making your mission statement your product (14:40) The WeightWatchers and Microsoft brand transformations (24:50)  Check out these resources we mentioned during the podcast: Think Like a Brand, Not a Bank (https://thinklikeabrandbook.com/)  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.   Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Banks have a branding problem. Too often, their offerings aren’t in line with customer expectations.  It’s time for financial institutions to step out of their comfort zones and embrace the tension that comes with positive change.  Allison Netzer (https://www.linkedin.com/in/allison-netzer-1b98335/), Chief Marketing and Strategy Officer at NYMBUS (https://www.nymbus.com/) and coauthor of Think Like a Brand, Not a Bank, joined us to talk about the branding mindset in banking.   Join us as we discuss: - Data trends in financial services branding (6:25) - Why a disciplined branding mindset matters (12:32) - How financial brands can navigate tension with confidence (23:32)  Check out these resources we mentioned during the podcast: - Kantar BrandZ study - https://www.kantar.com/campaigns/brandz - Think Like a Brand, Not a Bank - https://thinklikeabrandbook.com/  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.   Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Many financial institutions have lost the emotional connection with their clients, so some of the brightest minds in the industry have started keeping score. Marc Whitehead (https://www.linkedin.com/in/marc-whitehead-9a37246/) and Nick Bond (https://www.linkedin.com/in/nick-bond-9236953/), co-founders of Emotive Technologies and The Apex Scoring System (https://www.apexscore.ai/), spoke with us about what they found in their 2022 U.S. Banking Industry Loyalty Report. Join us as we discuss: What drove Marc and Nick’s team to commission the report (4:34) Emerging patterns throughout customer loyalty in financial services (15:53)  How to bridge the emotional gap in customer expectations (23:06) Check out these resources we mentioned during the podcast: - 2022 U.S. Banking Industry Loyalty Report (https://get.apexscore.ai/bankloyalty/) - Apexscore.ai - [email protected] - [email protected] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or at DigitalGrowth.com.  Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Traditional budget failure is a familiar symptom of the financial stress that burdens 85 percent of Americans.  But why do so many people struggle with this everyday household income practice?  John Crane (https://www.linkedin.com/in/johncrane/), Founder of Crane Financial LLC (https://www.cranefinancial.com/) and author of The One-Number Budget (https://www.onenumberbudget.com/), joins us to break down the psychology and common pitfalls behind the traditional budget.  Join us as we discuss: - The Moneyball connection in financial planning (4:04) - Being the “thief” of your own traditional budget (16:34) - How financial coaching can tie into strengthening budgets (24:40)  Check out these resources we mentioned during the podcast: - The One-Number Budget (https://www.onenumberbudget.com/)  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.   Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Even in this exciting new digital age of AI, ancient truths can speak to human behavior and mindset. Audrey Cannata, Operations Lead at the Digital Growth Institute, joins me for another episode of our Behind the Cover series as we talk about Don Miguel Ruiz’s The Four Agreements. Settle in as we take a moment to disconnect from technology and reconnect with the natural patterns that dictate our actions in both finance and life. Join us as we discuss: Appreciating wisdom from the past in a digital world (10:56) Practical application for each of the Four Agreements (16:25) Takeaways for coaching opportunities for financial brands and fintechs (41:29)   Check out these resources we mentioned during the podcast: The Four Agreements   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

As ease of access to big data becomes widespread, open finance is taking over the industry.  But what exactly is open finance? And what does its implementation mean for banks, credit unions, fintech, and consumers?  Jane Barratt (https://www.linkedin.com/in/janebarratt/), Chief Advocacy Officer at MX, and Anne Legg (https://www.linkedin.com/in/anne-legg/), Founder of THRIVE Strategic Services, both join us to give their valuable insight on open banking and finance.  Join us as we discuss: - Opportunities for financial brands to embrace open finance (6:05) - The four dimensions of open finance (16:47) - Thinking about the “who” before the “why” with open finance (34:33)  Check out these resources we mentioned during the podcast: -Jane Barratt Twitter (https://twitter.com/Jane_Barratt-Anne)  Legg Twitter (https://twitter.com/AnneTHRIVE) -anneleggthrive.com  -Jane's St. Jude Fundraiser Link (https://fundraising.stjude.org/site/TR?fr_id=135779&pg=personal&px=7433036) You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or at DigitalGrowth.com.   Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

With so much exponential change in finance today, having a strong coaching culture is critical to sustainable success. But unfortunately, coaching is also usually one of the first casualties of fiscal cuts. Nick Kennedy, Founder of Nick Kennedy Coaching and author of The Good Entrepreneur, spoke with us about coaching in leadership and why even the best talent needs it. Join us as we discuss: - Dealing with risk-averse environments and clients (5:19) - Handling exponential change as a leader (19:18) - Why coaching is a common budget casualty (29:27) Check out these resources we mentioned during the podcast: - The Good Entrepreneur - Nick Kennedy Coaching You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

As financial services decentralize, loyalty from young account holders continues to wane. So, what can banks and credit unions do to fix the disconnect in the generation gap and attract Gen Z and Gen Alpha members? Mart Vos, Founder and CEO of Eko Investments, tells us why he thinks young account holders are breaking away from traditional financial services and how FIs can bring them back. Join us as we discuss: - The perception gap in financial services and younger generations (5:15) - Pattern matching the younger generation’s investing behavior (14:48) - Using a predictive model for future opportunities (21:15) Check out these resources we mentioned during the podcast: - Mart Vos - [email protected] - Eko Investments You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

What does digital transformation look like for you personally? Everyone’s journey is unique, but we can’t do it alone. Through shared vision and perspective, we can master exponential growth together. Devin Lyon (https://www.linkedin.com/in/devon-lyon/), President and CEO at Central One Federal Credit Union (https://www.centralfcu.com/), tells us how his path of transformation has led him to an exciting new role.  Join us as we discuss: - Coaching on a macro level in the financial industry (10:19) - Respecting the unknown when managing your team (15:52) - How emotions play into traditional financial services (23:28) Check out these resources we mentioned during the podcast: [email protected] Devin Lyon You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or at digitalgrowth.com.  Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

The concept of applying behavioral science in marketing may sound sinister to the uninitiated. But, like any other marketing strategy, it can be used as a force for good. It’s human nature to make emotional decisions. With behavioral science, we can guide consumers into making choices that are right for them.  Nancy Harhut (https://www.linkedin.com/in/nancyharhut/), Co-founder and Chief Creative Officer at HBT Marketing (https://www.hbtmktg.com/) and author of Using Behavioral Science in Marketing, tells us how behavioral science can revolutionize marketing for the better. Join us as we discuss: The basics behind behavioral science and its uses in marketing (3:26) How the loss aversion theory and endowment affect consumers (11:00) The power of the “urgency and scarcity” implications (24:35) Check out these resources we mentioned during the podcast: - Twitter @nharhut - HBT Marketing - Using Behavioral Sciences in Marketing (https://tinyurl.com/4hvpebb8) You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Over the last decade, we’ve seen a disturbing case of credit union entropy. Nearly 8,000 credit unions operated in the U.S. in 2010. Today, that number has been cut almost by half. Are credit unions becoming an endangered species in the financial space? Ancin Cooley, Principal at Synergy Credit Union Consulting, Inc., told us why he thinks credit unions have been on the decline and what they can do to halt their inevitable extinction. Join us as we discuss: Why credit unions are missing an opportunity to boost brand equity (8:50) Fueling the visionary-integrator relationship (25:38) How leaders can leverage communication at scale (30:09) Check out these resources we mentioned during the podcast: - Ancin Cooley - Credit Unions.Training - Synergy Credit Union Consulting, Inc. - Synergy Bank Consulting, Inc. You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Financial brands know there is a pressing need for digital customer service to change. We are steadily evolving into a digital society, yet nearly 80 percent of customer service issues are still handled over the phone. Dan Michaeli, CEO and Co-Founder of Glia, shared why multiple modes of communication - messaging, audio, and video - will soon become one seamless channel in the digital customer service experience. Join us as we discuss: - Lessons learned about engagement in digital customer service (5:27) - Organizational challenges holding FIs back from adapting (14:52) - The unified experience of messaging, audio, and video (20:50) Check out these resources we mentioned during the podcast: - Dan Michaeli - Glia - Digital Customer Service: Transforming Customer Experience for an On-Screen World - Finn.ai You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Practical AI application will be the future of financial brands and fintech. By automating the mundane, sales teams will be able to give clients the human element they deserve. Evan Ryan, founder and CEO of Teammate AI, joins the show to talk about his book AI as Your Teammate and the potential for AI as an assistant. AI application can do wonders for your company’s bottom line - and the barrier for entry is much lower than you may think. Join us as we discuss: - Why AI has the potential for boundless leverage (4:40) - The practical use case for AI in banking and fintech (16:00) - How Evan used AI as an assistant when writing his book (25:24) Check out these resources we mentioned during the podcast: - Teammate AI - AI as Your Teammate - [email protected] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

As Google’s Universal Analytics (UA) rides into the sunset, a lot of questions are swirling around the future of data and analytics. With Google Analytics 4, several features from UA will be going away. Jeff Sauer, Founder of Data Driven U, argues that marketing teams should look at this conversion as a fresh start for measuring their KPIs. Join us as we discuss: - Where financial brands fall short in optimizing data and analytics (4:48) - Opportunities for automating data and analytics collection (20:02) - Starting SMALL in data collection and reporting (27:24) Check out these resources we mentioned during the podcast: - Jeff Sauer - Data Driven U - Jeffalytics You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Purpose-driven digital transformation allows us to bring lessons from our past into the future. With a clear vision, banks and fintechs can confidently move forward and bring their communities and customers along. From navigating conflict to managing exponential change, purpose gives us perspective and frees us from the fear of the unknown. In this episode, Rilla Delorier, Board Director of Atlantic Union Bank, shares insights from her 30-plus-year purpose-driven journey. Join us as we discuss: - Why purpose plays into digital growth for financial brands (6:04) - How purpose-driven transformation positively impacts the bottom line (19:37) - Leadership’s role in reassuring employees and customers (29:01) Check out these resources we mentioned during the podcast: - Rilla Delorier - [email protected] - Cool Change with Chuck Allen You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

The foundation for every relationship is trust. But it’s hard to gauge people’s authenticity in a digital space dominated by communication through text media. That’s why Ethan Beute, Chief Evangelist at BombBomb and author of Human-Centered Communication, believes in the power of video communication in a post-COVID world. By personalizing our interactions and messages through video, we can pull back the curtain of digital anonymity. Join us as we discuss: - Challenges financial brands face in trying to personalize experiences (10:47) - How video establishes trust in human-centered communication (17:52) - Why AI will never be a true substitute for the human connection (26:43) Check out these resources we mentioned during the podcast: - Ethan Beute - BombBomb - Human-Centered Communication You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Finances for freelancers and self-employed business owners are a whole different can of worms compared to the traditional American employee. Keeping track of tax payments and other financial obligations can be overwhelming. Oona Rokyta saw a need for a bank that catered to the independent workforce. As CEO and co-founder of Lance.app, Oona and her team built a niche neo-banking platform that focuses on helping content creators and small business owners. Together, they built a community of collaboration. Join us as we discuss: The inspiration behind starting a bank for the self-employed (5:31) Perspective around the collaboration of community in niche banking (24:54) Coaching as a core competency in financial brands and fintech (33:34) Check out these resources we mentioned during the podcast: - LinkedIn - Twitter - [email protected] - Lance.app You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

When you’re presented with B2C legal documents on your phone, how often do you find yourself hitting that “Accept” button without reading a word? Customers are often bombarded by terms and conditions when opening new financial accounts. Yet, compliance documentation delivery through mobile apps can be incredibly clunky. Jordan Ennest, Product Specialist and Counsel for Compliance Systems LLC, shared how her team is upgrading the user experience when dealing with fine print. Join us as we discuss: - Common friction points for compliance documentation delivery (3:04) - Roadblocks preventing financial brands from addressing the customer experience (12:59) - Managing exponential change in the digital user experience (17:48) Check out these resources we mentioned during the podcast: - Jordan Ennest - Compliance Systems LLC You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.n Digital Growth Episode 217 - Jordan Ennest

Every journey begins with a simple step. Oftentimes, that step is as simple as finding clarity amidst the chaos. In this episode of our Inside Digital Growth series, one of our dear listeners asks “How can we best plan for future growth in a world that is unpredictable and full of change?” July is the perfect time to assess how 2022 is going for your brand and whether the rest of the year is going to be a period of growth or stagnation for you and your business. Strategic planning as a 90 day process — rather than one that is a 360 day process — is the key to being an agile financial brand in this modern market and we’ll reveal to you the two conversations you need to have with yourself every quarter to better guide your financial brand. Join us as we discuss: - Why optimism is a good thing for financial brands (9:55) - Transforming mindset through the strategic planning process (14:30) - The 90 Day Growth Method Framework(16:45) - A simple approach for gaining clarity into future growth (31:33) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 - The 90 Day Growth Method You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

What has digital growth meant to you, personally and professionally? Everyone’s story is unique, but each lesson learned is an opportunity to help others along the way. I had the pleasure of talking with Cathy Graham, Executive Vice President of Desert Financial Credit Union, about her personal transformation as a financial leader. Together, we celebrated a journey driven by a purpose: to give and to grow. Join us as we discuss: Avoiding burnout in an often misplaced pursuit of perfection (7:21) Why training programs are often an early victim of budget cuts (16:37) Maintaining boundaries between personal and professional life (22:05) Check out these resources we mentioned during the podcast: - Cathy Graham - Desert Financial Credit Union - Chief You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Our daily routines are formed through a marriage of habit and behavior. How you choose to develop those patterns can result in a happy union or a rocky relationship. I’m joined once again by my colleague, Audrey Cannata, Operations Lead at DGI, to review Tiny Habits: The Small Changes That Change Everything by B.J. Fogg. In this installment of our Behind the Cover series, we dive into the elements that dictate our habits. A few small changes can drive exponential growth in the behaviors that mold repetition. Join us as we discuss: -The 3 elements that facilitate the development of habits (5:59) - 3 factors that influence behavior (16:50) - Finding clarity in behavior by answering “The Discovery Question” (36:33) Check out these resources we mentioned during the podcast: - Audrey Cannata - Tiny Habits: The Small Changes That Change Everything You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

By bringing value through the right technological channels, banks can generate a clear vision for their customer service goals - that’s digital transformation. I talked with John Dangoia, Vice President Head of Product Management US and Europe at Infosys Finacle, about the present and future of banking as a service. Whether through investments in omnichannel platforms or focus on differentiation, banking as a service is starting to take shape. Join us as we discuss: - Current trends in regard to banking as a service (6:10) - What is holding financial brands back from digital transformation (10:07) - How financial leaders deal with exponential change (23:32) Check out these resources we mentioned during the podcast: - Leaping Forward: Scaling Digital Innovation in Corporate Banking Report  - John Dangoia - Infosys Finacle You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Digital transformation doesn’t happen overnight. It can be a long journey fraught with conflict and fear of the unknown. But strong leadership and purpose can bring people along through exponential change. Frank Chisholm, Director of Brand and Marketing at Kindred Credit Union, joins me to talk about the digital growth that he and his team have achieved through purpose-driven values. By openly addressing the root of change, transformation becomes a sustainable mindset for growth. Join us as we discuss: - Purpose-driven values in financial services (2:51) - Managing exponential change on a personal and team level (13:46) - Being emotionally vulnerable in an analytical industry (18:52) Check out these resources we mentioned during the podcast: - Frank Chisholm - Kindred Credit Union You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Technology is changing so rapidly that it can be difficult to find time to pause and catch a breath. The fast-paced world of marketing and sales can be especially vulnerable to roadblocks and challenges that come with the evolution of digital. As a former customer relationship manager, Jelaire Grillo has been at the frontline of marketing and sales for a decade. Now the Brand Ambassador for Prosperity Home Mortgage, Jelaire is spreading the word about the products and programs her company offers. In this episode, Jelaire joins me to talk about the transformation she’s witnessed in marketing over the last few years and what excites her about the future. Join us as we discuss: - Advancements in marketing technology over the last few years (5:18) - How collaboration with certain tech has changed the game (12:36) - Automation and its role in marketing and sales (22:08) Check out these resources we mentioned during the podcast: - Jelaire Grillo - Prosperity Home Mortgage - Total Expert You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

With the rise of mobile banking, voice banking has taken a backseat. Many banks still use an outdated touch-tone model for their customers’ voice banking needs. Yet, I believe voice banking is primed to take a great leap forward in optimizing customer engagement. We’ve seen tremendous strides in AI voice recognition technology over the last decade. Soon, your voice banking experience may be no different than talking with a teller. In this episode of our Inside Digital Growth series, I dive into the digital mailbag and answer several burning questions you have about voice banking. Join us as we discuss: - What voice banking means for FIs and how it can help them grow (1:25) - Concerns you should think about centered around voice banking (9:02) - How voice banking aligns with KYC (‘Know Your Customer’) (13:42) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 - James Robert Lay You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Audrey Cannata joins me once again to continue our Behind the Cover series. In this episode, we discuss Joey Coleman’s book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. So many financial brands are built around customer acquisition that they end up neglecting the experience of their legacy clients. But by taking a proactive approach, banks and credit unions can maximize customer retention. Join us as we discuss: - The conflict of customer acquisition versus retention (7:38) - The difference between customer service and the customer experience (19:41) - How financial services can invest in the customer experience (30:47) Check out these resources we mentioned during the podcast: - Audrey Cannata - Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

We’ve all been there - after opening an account with a new bank or credit union, you never hear a peep from them. Why aren’t financial institutions more proactive with their customer onboarding? I’m joined by J.J. Slygh, Principal Product Marketer at Total Expert, to talk about why so many FIs fail to make their new customers feel welcome. Communication is the key to deepening relationships, but a lot of financial brands can do better. Join us as we discuss: - Missed opportunities for deepening relationships with customers (6:11) - Cross-helping your customers rather than cross-selling (15:47) - Using customer data to help with proactive outreach (25:32) Check out these resources we mentioned during the podcast: - J.J. Slygh - Total Expert You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

A lot of people get anxious when they hear the word ‘automation’ in corporate-speak, sparking a dystopian vision of robots and computers replacing humans at work. But my guest, Glenn Hopper, believes that machine learning is simply another tool that can take financial brands to the next level. The CFO at Sandline Global and author of Deep Finance: Corporate Finance in the Information Age argues that proper checks and balances can usher banks and credit unions into digital transformation with AI automation. Join us as we discuss: - Potential roadblocks and dangers of using machine learning (8:20) - How to avoid being held hostage by AI automation (17:36) - Splitting time on the present versus future focus through data (24:33) Check out these resources we mentioned during the podcast: - Glenn Hopper - Find Glenn’s book, Deep Finance: Corporate Finance in the Information Age, on Amazon You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

With Google intending to phase cookies out of their browser later this year, marketing teams are scrambling to fill the void that the loss of third-party data will leave behind. Plenty of first-party data-mining options are at our disposal; you just need to look in the right places. In this episode of our Inside Digital Growth series, I answer questions about third-party data and share insight on how your financial brand can successfully transition away from it. Join us as we discuss: - What dwindling accessibility of third-party data means for banks (5:48) - How financial brands can transition away from third-party data (8:31) - New data-mining opportunities FIs should be looking for (13:15) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 - James Robert Lay You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

With mountains of data at their disposal, financial brands already have what they need to gain real-time insight and strategic foresight into their customer’s needs. That is the power of competitive intelligence. In this episode of our Inside Digital Growth series, I address your questions about competitive intelligence. You, too, can use it to empower your teams to get in touch with the ‘beat on the digital street.’ Join us as we discuss: - Why social monitoring tools are not creepy but cutting-edge (4:22) - Enhancing relationships with existing business customers (8:18) - How to use social listening tools to find new prospects (10:42) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 - James Robert Lay You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Financial brands are becoming self-aware of their need to embrace digital, but a vast majority of them still feel they’re falling behind. Craig McLaughlin, Chief Executive Officer at Finalytics.ai, feels they missed a golden opportunity during the pandemic by failing to ready themselves for digital transformation. The data they need to reach the next stage of digital growth is right at their fingertips; they simply need to leverage it. Join us as we discuss: - Findings from Finalytics’ 2022 Credit Union Digital Maturity Index Report (1:46) - Opportunities to empower change and align culture (15:46) - Bridging the knowledge gap with training and education (26:38) Check out these resources we mentioned during the podcast: - Craig McLaughlin - Finalytics.ai 2022 Credit Union Digital Maturity Index Report You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

A lot of banks are trying to catch every fish in the ocean. But you don’t need to hook every potential customer in your market - only the ones who benefit from your expertise. In this episode of our Inside Digital Growth series, I answer your questions about niche banking. Banks and credit unions have the potential to build niche portfolios that will help common people with their common problems. They simply need to transform their thinking. Join us as we discuss: - Growth opportunities and finding a viable niche market (3:58) - Rejecting legacy rebranding in favor of transformation (11:34) - Technology as a coaching tool for establishing a niche (16:23) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 - James Robert Lay You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Financial brands will often try to cure a hemorrhage in sales with a marketing bandage. But my guest, Bo McDonald, the president and CEO of Your Marketing Co., believes that FIs are neglecting to dig deeper to discover the root of their problems. He argues that fear and lack of commitment have made marketing teams a convenient scapegoat when times get tough - yet that is exactly when businesses should be pushing their brands. Join us as we discuss: - (6:24) Asking questions to determine why a marketing problem needs solving - (9:30) Overcoming fear of failure through perspective - (19:20) Discerning between passion and commitment to a call to action Check out these resources we mentioned during the podcast: Email [email protected] Twitter @ymcBO   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Millions of Americans are drowning in student loan debt. With repayments resuming post-COVID, many borrowers are desperate to find a way to keep their heads above water. My guest, Bobby Matson, founder and CEO of PayItOff, contends that a lack of clarity is the number one culprit hindering people from escaping the student debt abyss. While several opportunities for repayment assistance exist, a complex system has become its own worst enemy. Bobby believes that most borrowers can regain their financial footing - they just need a guiding hand to show them how. Join us as we discuss: - Common roadblocks preventing borrowers from moving forward [3:12] - Opportunities for the workplace to assist indebted employees [13:53] - Steps servicers can take to help relieve their constituents’ financial stress [23:41] Check out these resources we mentioned during the podcast: - [email protected] - @bomatson You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Since our pilot episode two years ago, the world has undergone incredible changes. Yet, we at the Digital Growth Institute remain invested in educating and empowering people burdened by financial stress. We have had the privilege of gathering positive deposits from the most brilliant minds in our industry. More importantly, our guests share our vision of helping first and selling second - because healthy communities reflect financial institutions that put service above selfishness. Please join me, James Robert Lay, as I reflect on our transformation journey by revisiting eight memorable exchanges with people using their gifts to help elevate their peers by building personal brands in the banking space. As always, I encourage you to connect with these remarkable men and women as you continue your digital growth journey. As always, I encourage you to connect with these remarkable men and women as you continue your digital growth journey. Only together can we bank on a future worth living in. Join us as we discuss: Taking a proactive stance in relationship building while continuing to market [9:40] What we can learn from Gary Vaynerchuk in creating our own personal brands — even when working in a regulated industry [17:05] How to start building your personal brand even when the listeners and viewers aren’t showing up. [20:08]    Check out these resources we mentioned during the podcast: Paul Long paultlong.com/ Natalie Bartholomew Thegirlbanker.com Greg Martin Theentrepreneursbanker.com Jennifer Beeston Jennifer Beeston (Youtube) Doug Wilber Jay Palter Kerry-Ann Betton Stimpson The Internal Marketing Podcast Eric Cook   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

We grow personally and professionally through learning, and what better way to self-educate than through books. In the first episode of our Behind the Cover series, I’m joined by my friend and colleague Audrey Cannata, Operations Lead at the Digital Growth Institute, to talk about The Coaching Habit: Say Less, Ask More, and Change the Way You Lead Forever by Michael Bungay Stanier. We break down this masterwork that guides leaders in helping their constituents reach the next level so they can embolden others through their transformation journey. Join us as we discuss: - (3:11) Some of the common misconceptions about professional coaching - (7:55) Challenges to building a culture around coaching - (14:53) Seven questions everyone should ask during the coaching process Check out these resources we mentioned during the podcast: - Audrey Cannata - The Coaching Habit: Say Less, Ask More, and Change the Way You Lead Forever - Michael Bungay Stanier You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

What makes your financial institution special? Simply adopting digital concepts in an analog world isn’t enough to stand out in the FinTech crowd. You have to blaze new trails to be unique in the digital world. My guest, Jason Henrichs, CEO at Alloy Labs Alliance, shares why he believes many banks aren’t doing enough to differentiate themselves in their pursuit of banking as a service - and gives some examples of a few who are! Jason also elaborates on the experience he and his team had innovating their new digital banking platform - CHUCK. Join us as we discuss: - Why FIs need to separate themselves from the pack with their digital offerings [4:15] - How human connectivity ties into digital growth [9:16] - The significance of fundamental partnerships with account holders [20:15] Check out these resources we mentioned during the podcast: - Alloylabs.com - @jasonhenrichs - Breaking Banks You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

A strong financial institution is reflected by a healthy community. By investing in their constituents, FIs can reap sustainable, exponential growth. But as digital banking evolves, so has the definition of ‘community.’ My guest, Jeff Marisco, president of The Kafafian Group, Inc., elaborates on several points from his latest book, Squared Away, in breaking down why he thinks communities as an entity are one of the most important stakeholders in banks. We also cover some of the challenges to grooming success in a remotely digital world. Join us as we discuss: - Community banks embracing niche branding to empower their consumers [6:00] - How FIs balance the needs of ‘the four stakeholders’ [8:59] - The challenge of building a strong culture in the remote workplace and why accountability has been misappropriated as a negative asset [28:06] Check out these resources we mentioned during the podcast: - The Kafafian Group - Personal Blog at jeff4banks.com - Author Website at jeffmarsico.com You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Who do you see when you look in the mirror? Does the world see that same person? Your peers’ perception of you is everything. So, why do some people drag their feet in building their personal brands? In this episode, I sit down with Kyle Lacy, SVP of Marketing at Seismic, to talk about the perks of crafting a positive persona for the masses. A co-author of the book Branding Yourself: How to Use Social Media to Invent or Reinvent Yourself, Kyle lays the groundwork for you to trademark your winning brand. Join us as we discuss: - How personal branding is different from self-promotion [3:18] - Some potential roadblocks, such as compliance and content creation [11:10] - How you can start building your brand and reaping the benefits [17:35] Check out these resources we mentioned during the podcast: - Connect with Kyle on LinkedIn - Email Kyle at [email protected] - Follow Kyle on Twitter You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Great institutions are constantly chasing the ultimate customer service experience. Once they’ve reached a threshold of excellence, how do they retain it? That’s one of the great questions that Todd Treadway, Digital Channels Director and Senior Vice President at Provident Bank, had for me in this episode. Todd and I had a wonderful conversation when we met at the Total Expert event Accelerate in Arizona last fall. We took this opportunity to continue the dialogue and catch up on his experience with his firm’s digital growth journey. Join us as we also discuss: The evolution of personalization in customer service [8:00] Defining the customer service experience [11:15] The importance of building trust in approaching referrals [19:30]   Check out these resources we mentioned during the podcast: Email Todd at [email protected] Todd Treadway Text questions to James Robert Lay at 415-579-3004   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Growth, whether it be personal or professional, is a journey. Sometimes, we need to take time to reflect on where we’ve come from to grasp where we’re going. We can’t be afraid to fail. Our failures are the flames that forge us. Do you use them as an opportunity to gripe - or to grow? I had a second round of back-and-forth with Audrey Cannata, the Operations Lead here at the Digital Growth Institute to talk about her transformational journey over the last ten years. Join us as we discuss: - How she rolled over her teaching experience into the digital growth space - The divide between personal growth and the personal ‘gap’ and what she’s learned in her role from observing human behavior - Why individuals, teams, and organizations should transform from the inside out Check out these resources we mentioned during the podcast: - Audrey Cannata You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

50% of consumers have shared that the pandemic made them reconsider their life’s purpose. Let that sink in. As a society, we value purpose-driven ideas - and brands - more than any other time in recent memory. In this episode, I chatted with Jay Baer, founder of Convince & Convert. As a leading customer service expert and 6-time author, Jay talks about the evolution of companies taking a stand on issues over the last few decades. We also discuss expectations in customer service and how businesses can improve upon those experiences, the impact of negative reviews on customer retention, and why leveraging your personal brand for professional networking is a good thing. Join us as we dive into the pool of ratings, referrals, and reviews. Check out these resources we mentioned during the podcast: - jaybaer.com  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Financial institutions have only scratched the surface of possibility in their shift from analog to digital services. What’s holding them back? My guest, David Brear, believes that financial services have grasped a mere 1% of their digital growth potential. The CEO and Founder of 11:FS, Dave believes resistance to fundamental change is the culprit. But he is excited about what the future holds once that change has been realized. Join us as we discuss: - How the melding of ‘digital’ versus ‘digitized’ has compounded the 1% problem - Roadblocks to innovation, including culture and misalignment of purpose - The relationship between personal and professional failure Today, we progress past the 1% barrier in digital growth - together. Check out these resources we mentioned during the podcast: - David Brear - 11FS.com You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Social media has come a long way since Myspace, but a lot of banking institutions are still fumbling the ball with implementing it in their marketing strategy. I’m joined by Liz McIntyre, director of Social Media and PR at Renasant, to talk about the transformation of social media in fintech. Join us as we discuss why ‘engagement’ dominates social media and what holds firms back from establishing an online presence with their creative content. We’ll also chat about how that content can be used to empower women and others in financial brands and fintechs. And finally, we’ll take a look toward the future of positive social media content - gone are the days of negativity online, because nothing can damage your brand more and break down how we can harness the power of social media to bolster digital growth. Check out these resources we mentioned during the podcast: - LinkedIn at Liz McIntyre - Instagram at Liz McIntyre You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

A lot of marketing and sales teams equate governance, risk management, and compliance (GRC) to a handcuff. How is fintech supposed to evolve with GRC factors holding them back? Risk is everywhere, but by addressing GRC head-on, we can mitigate potential roadblocks in the innovative process. My guest, Amanda Cohen, director of GRC Products at Resolver, breaks down the GRC playbook and gives us the winning strategy for the compliance caveat. By promoting risk intelligence, we can prepare ourselves for the unknowns in risk management. Join us as we discuss: - How clarity can ease tensions when dealing with risk management - Why inadequate marketing strategies often lead to compliance failures - How your institution can transform attitudes regarding GRC Check out these resources we mentioned during the podcast: - Amanda Cohen - Resolver You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Failure to carry out a plan in an organization is often caused by a lack of understanding. Many companies are limited by operating in silos that don’t have a shared outlook. If people don’t grasp the meaning behind change then they won’t fully embrace it. Independent systems need to come together to break the constraints that bind them and build a true vision of sustainability for institutions. We need to evolve our view of strategic planning. I sat down with Todd Feldman, founder and president of Rocket Factory, so he could share his thoughts on missteps in strategic planning and how we can bring systems together. Join us as we discuss: - Aligning mental models across corporate branches - Breaking bad habits in strategic planning - Combatting fear of change Check out these resources we mentioned during the podcast: - gorocketfactory.com You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Life has a way of throwing an unexpected curveball now and then. Perhaps an illness or professional miscue sets you up for a downward spiral. Adversity doesn’t define us. How we choose to face it does. Failure is just a stepping stone to success when we surround ourselves with good people we trust. I had the pleasure of talking about fighting through hardship with Jim Morris, whom many of you may recognize as the subject of the Disney movie “The Rookie.” These days, Jim is an active motivational/inspirational speaker, teacher, coach, and author of his latest book, Dream Makers: Surround Yourself with the Best to Be Your Best. In this episode, we talk about the power of overcoming excuses by listening, learning, and forging relationships. Join us as we discuss: - Jim’s journey from baseball to motivational speaker - Finding success from pain and failure - Overcoming complacency through courage Check out these resources we mentioned during the podcast: - Jim Morris - www.jimtherookiemorris.com/ You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Digital growth is about collaboration through transformation, which means we’re on this journey together. That’s why we’re answering more of your questions about how you and your teams can incorporate digital growth. Once again, James Robert dives into the digital mailbox to address your questions and concerns about financial health. Learning the language of digital growth is essential to overcoming the silent killer that is financial stress. We break down some marketing tactics that influence the overall strategy of digital growth. Join us as we discuss: - The effect of data privacy on marketing strategy - The decline of social media’s role in digital growth - How to incorporate digital growth through the ‘Four transformations’ Check out these resources we mentioned during the podcast: - Text questions for James Robert to 415-579-3004 You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Marketing can be a messy business. With mountains of customer data at our fingertips, keeping it tidy can be a chore - especially when it’s outsourced to a third party. But by keeping marketing in-house, financial institutions can ensure personalized service to their customers. I recently spent time with Laura Byers, Chief Digital Banking Officer at Coastal Community Bank, and talked about her experience with helping bring her company’s marketing ventures back into the fold. With 17 years in banking under her belt, Laura also shares her valuable insight into the importance of leadership and culture in banking. In this episode, explore the potential that in-house marketing has for digital growth. Join us as we discuss: - The advantages of keeping marketing within the walls of your institution - Our common retail experience and its value in customer service - How communication and transparency affect leadership Check out these resources we mentioned during the podcast: - Laura Byers - Email Laura at [email protected] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

We appreciate great companies, but we fall in love with individuals. Above all else, relationships are about trust – clients will seek out the people with whom they’ve established a connection through truth. Authenticity is the bedrock that supports your personal brand. What are some hurdles that may keep people from expanding on that brand? I had an uplifting conversation about the craft of personal branding with Donnie Boivin, CEO of Success Champion Networking and author of How To Be A Success Champion: Business Strategy For Badasses. In this episode, we explore the art of personal branding and its value in networking. Join us as we discuss: - The importance of authenticity in relationship-building - Personal progress through self-reflection and projection - The symbiotic relationship between branding and networking Check out these resources we mentioned during the podcast: - Text the word ‘SUCCESS’ to 817-318-6030 for great stuff from Donnie You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

You’ve got questions - we’ve got answers. In this episode, James Robert digs into the Digital Growth mailbag for questions that will help us all guide more people out of financial stress and into a bright future. We are all on the journey of digital growth together, because digital growth is ultimately about people. Join us as we discuss: -The importance of people-centered transformation -Building a strong foundation for your company’s digital growth - How financial coaching may be the future of digital banking Check out these resources we mentioned during the podcast: -Text questions for James Robert to 415-579-3004 You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

COVID changed the game by forcing companies to adapt. Social distancing forced them to turn to video calls overnight. Over the last two years, business through a camera has been booming. Yet the detached medium of email still dominates professional connections. My guest, Marcus Sheridan, believes that video should not only be normal but the standard for electronic communication going forward. We hit on several points from his latest book, The Visual Sale, discussing the future of video in digital growth and the art of selling through a lens. This episode paints a future that puts personalization at the forefront through video. Join us as we discuss: - The pros of connecting with clients over a camera - Some ‘dos and don’ts’ for video calls - Why video is critical to the future of sales growth Check out these resources we mentioned during the podcast: - Marcus Sheridan - [email protected] - thevisualsale.com You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Transformation in the financial sector isn’t all about technology. Creativity and collaboration on a basic human level are key to innovation. Taking risks can be intimidating, but surrounding yourself with people you trust can ease that fear. I talked about this with Jody Guetter, Executive VP of Market Innovation for Nymbus Labs, a strategic marketing and innovation unit of Nymbus. In this episode, we discuss how intentional interaction is crucial to generating new ideas in the marketplace. Jody and I also share our insights into how we keep our own minds healthy and productive. Join us as we discuss: The importance of collaboration for innovation Why vulnerability and trust among your team matters How to avoid the roadblock of complacency Check out these resources we mentioned during the podcast: Jody Guetter [email protected] You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Banking institutions have compiled mountains of data on their consumers. So, why aren’t they using it to serve their customers better? The leading cause of personal anxiety in America is financial stress. Banking AI like the EmpathyEngine uses financial organizations’ information to pinpoint the needs of their consumer base and help alleviate uncertainty. Today, I’m speaking with Blair Gatchel, VP of Sales and Growth at Bond.AI, to discuss the role of AI in nurturing people’s financial health through empathy. In this episode, we explore the future of data analysis in banking through augmented learning. Join us as we discuss: The role AI plays in interpreting customer finances How financial stress impacts personal well-being How empathy is vital to understanding and helping meet the needs of consumers through data analysis Check out these resources we mentioned during the podcast: Blair Gatchel [email protected] Bond.AI  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

A note for employees that have worked for an organization for an extended period of time: Customers don’t have the same expertise as you do within your company. They don’t know the latest deals, discounts, or bundling that you know off the top of your head. It’s why it’s so important to engage with customers. Otherwise you’re missing out on the opportunity to provide additional solutions your consumers aren't aware they need. And Patti Mara, Author of UpSolutions - Turning Your Teams into Heroes and Customers into Raving Fans at Maranet Inc., is here to share her knowledge of customer excellence. Join us as we discuss: Launching a book & focusing on helping the customer Expansion opportunities for the deal listeners What it means to up-solution The role internal teams play & intrapreneurship     You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

After graduating from high school, most schools have taught us what the insides of a frog looks like or that mitochondria is the powerhouse of the cell… But how many teach taxes or investment strategies? For Chad Willardson, Founder and President at Pacific Capital and author of Smart, Not Spoiled, sound financial habits begin early — and the financial brands who help kids learn are poised to gain loyal, life-long customers. Join us as we discuss: The challenges parents face when teaching financial literacy The best ways to inculcate sound financial habits in kids Why learning to earn is as important as learning to manage money    You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Most businesses today need dramatic digital transformation in order to continue to be successful. They may have adapted to e-commerce, but they aren’t truly digitally driven. Howard Tiersky, CEO at FROM, The Digital Transformation Agency, joins the show to share lessons from his latest book, Winning Digital Customers, about overcoming enterprise resistance to digital transformation. Join us as we discuss: What went awry with Toys“R”Us The 3 stages of digital evolution Tips for overcoming disruption caused by transformation      Check out these resources we mentioned: Winning Digital Customers by Howard Tiersky What the Bible Teaches About Digital Transformation   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

You look at your digital strategy and think: We have a clarity problem. To solve it? Choose one area of massive opportunity where you can deliver on your brand promise. Today, Baron Conway, SVP, Head of Digital and Product Management at NuVision Federal Credit Union, joins the show to explain how to implement digital transformation in bite-sized chunks and why success means understanding your organizational purpose. Join us as we discuss: Why digital transformation is so closely linked to purpose Implementing digital change in small, manageable stages The role of teamwork and collaboration in digital transformation Why courage and listening to the customer are essential      You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

After having such a good conversation the first time around, I have my wife, Delena Lay back on the show to flip the script. She’s asking me about the trends, lessons, and patterns I’ve seen in finance over the past 20 years; and, ultimately, how my stories can help your brand. Join us as we discuss: James Robert’s younger years & what’s going well in 2022 The most energizing projects & biggest lessons of the present Looking 20 years to the future Letting go to grow personally & professionally      You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Companies subject their customers to unthinkable indignities every day. It’s time to inject more humanity into our interactions with our customers. It’s time to imbue our interactions with more emotional resonance. It’s time to improve the customer experience. That’s why I’m talking to Jon Picoult, Founder & Principal at Watermark Consulting. He literally wrote the book on it — From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. In this episode, we delve into the nitty gritty of acing the customer experience. Join us as we discuss: The difference between customer service and customer experience How positive employee experience leads to positive customer experience How to make the case for investing in customer experience The importance of creating peaks and valleys and finishing strong Check out these resources we mentioned during the podcast: JonPicoult.com You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Future growth begins with new ideas. It begins with taking new insights and turning them into transformational action. Another word for it: Innovation. That’s something my guest, Andrew Witherbee, CEO at Engage Partners Group, has been talking about a lot recently—specifically in relation to how financial brands and fintechs can find more innovative ways of working together. In this episode, he tells me what’s new in that world. Join us as we discuss: Top trends in fintech and financial brand partnerships Interesting things fintechs are doing from a B2B tech standpoint How to inspire a culture that values innovation Advice for the RFP process with fintechs       Check out these resources we mentioned during the podcast: Humanocracy Open Strategy: Mastering Disruption from Outside the C-Suite Ep. 69: Why Exponential Technologies Demand Exponential Teamwork w/ Dan Sullivan   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Core vendor contracts commonly contain exclusivity clauses that actually prevent banks from growing. That fact shocked today’s returning guest, Jeffery Kendall, Chairman & CEO at Nymbus, when he first found out. So, he took to LinkedIn to write an article entitled, “It’s Time for Core Vendors to Ditch Exclusivity Clauses.” In this episode, he explains why he wrote it and why vendors need to embrace a true partnership mindset. Join us as we discuss: - His motivation for writing the article - The difference between partner and vendor - The importance of holding yourself accountable - Actionable advice for improving partnerships You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Feelings and emotions don’t usually have a place in financial services. But people often buy and make decisions with their heart. Our guest today is Doug Brown, President of NCR Digital Banking, a proud father, and an avid researcher into the habits of the Millennial and Gen Z demographics, and what they demand from their financial institutions. Join us as we discuss: - NCR’s extensive research into how younger consumers feel about their banking options - Millennials love exploring the newest, coolest things in fintech - Understanding the deeper wellness aspects of financial transactions - Having a digital-first mindset across every channel Doug’s team is using technology to solve people’s pain points and make moving money simpler. You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or on our website. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Most customer experiences in financial services are ordinary. They’re boring. That means all you have to do to stand out in our industry is create experiences that are a little bit better than ordinary. But why stop there? Why not make them remarkable? On the show today, Dan Gingiss, Chief Experience Officer at The Experience Maker, explains the nuts and bolts of his WISE framework for creating remarkable experiences that your customers can’t wait to share. Join us as we discuss: - What inspired him to write the book - Why he believes traditional marketing is no longer enough - The WISE methodology for creating better experiences - The 10-day CX challenge Mentioned during the podcast: - ImproveMyCX.com - Email Dan: [email protected] - Tweet at Dan: @DGingiss You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

A lot of financial brands don’t take on certain risks for fear of diminished return. But that might not be the best perspective — sometimes risk makes sense when becoming obsolete is the alternative. To learn more about the necessity of risk within financial institutions, I talk with Joel Swanson, Chief Member Experience Officer at VyStar Credit Union, about playing the long game with the member experience, partnering with fintech, and advice for the audience. Join us as we discuss: - The conversations around digital 4 years ago at Vystar & what’s changed since then - How the member experience has changed most through a digital-first lens - How purpose has guided thinking around digital strategy & fintech partnerships - Overcoming roadblocks within your organization when leading change & hope for the future You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

A customer’s tolerance for waiting when it comes to their finances is low — the best way to mitigate any unneeded wait time? — proactive appointment setting by employees. Not only does it lead to higher conversions, but lifetime value. To learn more about how exactly companies are integrating appointment culture, I talk with Nicholas Barnes, Practice Director, Financial Services at JRNI, about the employee experience and just how important it is to get comfortable with video conferencing. Join us as we discuss: - Focusing on the employee experience to create an overall positive internal & external experience - The elements that make up a strong appointment culture & video’s place within it - The biggest areas of opportunity for financial brands moving into the future - Roadblocks that tend to occur when integrating an appointment culture Check out this resource mentioned in the episode: - www.jrni.com You can find this interview and many more by subscribing to Banking on Digital Growth onApple Podcasts , onSpotify , orhere. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Many companies spend so much time and money bringing in new customers, but overlook how quickly they’re losing them. And the reason? They’ve lost the human touch in favor of automation. I speak with Joey Coleman, Chief Experience Composer at Design Symphony, about retaining your customers and where businesses go wrong. Join us as we discuss: - The inspiration behind Joey’s first book - Taking a human to human approach to growth - The difference between customer experience & customer service - How to never lose a customer again - The next best step for the audience Check out these resources mentioned during the episode: - Never Lose a Customer Again by Joey Coleman - Joeycoleman.com - Experiencethisshow.com You can find this interview and many more by subscribing to Banking on Digital Growth onApple Podcasts , onSpotify , orhere. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Sometimes you just need to hear the brutal truth to motivate you to take action and achieve your full potential. Twenty years ago, my guest delivered a brutal truth that launched my journey of creating the Digital Growth Institute. My wife, Delena Dow Lay, told me my band sucked. In this special episode, we look back at the beginnings of the Digital Growth Institute and the lessons we’ve learned along the way. Whether you’re in marketing, sales, or leadership at a fintech, Delena has wisdom to share with us all. Join us as we discuss: - The value of being honest with ourselves and experiencing failure - Why it’s so important to reach out for help when you get stuck - The need to disconnect from tech to reconnect with ourselves - The origin of “Be well. Do good. And make your bed.” You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Bill pay has been neglected for far too long… And unless you want to get left behind, your financial brand needs to start taking it seriously. To find out how to reap the rewards bill pay can offer any financial brand, I sat down with Michael Bank, Co-Founder at Blip Labs, an expert on all things bill pay. Join us as we discuss: - Why bill pay matters more than ever and how financial brand can capitalize on it - The education component financial brands need to move out of the “good enough” mentality holding them back - The future of bill pay You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

I’ve often said that financial brands need to look outside their industry for inspiration in order to thrive well into the future. But how does the industry look to the outsiders looking in? Well, today's guest, Mary Wisniewski, Digital Editor and Journalist, knows the finance world as deeply as anyone in it — and she has some recommendations for how to improve it. https://www.linkedin.com/in/mary-wisniewski-3a7578b Join us as we discuss: - Open banking and the row between fintechs and banks - The power of collaboration - How to stay focused and gain clarity while solving banking’s toughest challenges You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

How do we find the balance between being a dependable resource and moving people to action? Where is the friction point where support turns into sales? These fantastic questions come from my latest guest, Jim Kapp, Marketing Director at Cinfed Credit Union and I’ll be answering them in today’s Clarity Calls episode. Join us as we discuss: - Why helping and selling are not mutually exclusive - How the buyer journey should shape your content - The value of online secret shopping for financial brands You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

I’ve said it before and will say it again: Human transformation precedes digital transformation. The challenge is bringing others along with you — before it’s too late. That’s a challenge today’s guest, Thomas P. Novak, has had to lead the charge in solving in his role as VP/Chief Digital Officer at Visions Federal Credit Union. He joins the show to share what he learned along the way. Join us as we discuss: - Why digital transformation begins with transforming people - How to get alignment across your organization in order to change before you have to - Why traditional financial institutions are falling behind challengers and even other industries — and how they can bridge the gap You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Most people are scared off from innovating because they are confused about what it means. Innovation is not invention… And financial brands don’t need to become Thomas Edison or Nikola Tesla to truly transform their industry. For today’s guest, Matt Maxey, Head Of Innovation at Synovus, the difference is clear: Innovation is applying concepts from elsewhere to your own problems and opportunities, not creating something the world has never seen before. Join Matt and I as we discuss: - Why it’s paramount that financial brands innovate - Why innovation is easier than you think - The role of collaboration in the future of finance You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Money doesn’t buy happiness… but mental health and finances are inextricable. Financial uncertainty puts on everything else we value in life. Overcoming most of our financial woes boil down to one thing: mindset. It’s time everybody worked on their mental wealth. And leading the charge is today’s guest, Joyce Marter, Licensed Psychotherapist, CEO, National Public Speaker, Media Contributor & Author of The Financial Mindset Fix: A Mental Fitness Program for an Abundant Life, who joins the show to share all the ways psychology affect how we interact with money. Join us as we discuss: - The connection between financial well-being and mental health - Why the taboos around money make it hard to address the interplay between the two - The 12 mindsets you can cultivate to boost your mental wealth You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Financial brands need to start taking millennials seriously because, pretty soon, they’ll be your biggest customers. Those who don’t will be unprepared for the future and, ultimately, left in the past. But, it’s a generation who has some pretty high expectations — and the research proves it. Today, I’m discussing that research with the very people who conducted it, Jake Tyler, Niamh Cunningham, Shayli Lones, to learn what it says and, more importantly, how you should respond. Join us as we discuss: - Why truly knowing your customer is the key to any financial brand’s longevity - Why trust is is the most valuable currency for your customers - Why you should look not to other financial brands, but to the Amazons of the world for delivering remarkable customer experiences You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

If COVID was your wake-up call to the need for digital growth…Well, better late than never. It was never a secret before the pandemic that the future is digital — so why are so many financial brands still so unprepared? Today, I’m joined by Jeffery Kendall, Chairman & CEO at Nymbus, to discuss the various missteps financial brands make when it comes to digital growth — and how to avoid them. I’m this episode, we discuss:  - COVID’s real impact on digital finance  - The great resignation and why we shouldn’t be so quick to return to “the way things were”   - Moving past the false Fintech vs. financial institutions debate To hear this episode, and many more like it, you can subscribe to The Virtual CISO Podcast here. If you don’t use Apple Podcasts, you can find all our episodes here.

The pandemic proved that even the most reluctant among us can find community online when we have to. But are these digital communities here to stay? And how does that affect your financial brand? You’ve got questions and today, I’m speaking with the man with the answers, Ben Pankonin, CEO / Co-Founder at Social Assurance. Join us as we discuss: - How communities have expanded globally, while becoming more localized - The value of uniqueness and not always being “on-brand” - How constraints fuel creativity You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

In today’s rapidly shifting financial landscape, there is one quality every marketer should cultivate… Continuous learning. Whether that’s learning the ins and outs of the business or becoming the customer expert, if you never stop learning, you never get left behind. In today’s show, I’m speaking with a master of continuous learning, Douglas Burdett, Host of the Marketing Book Podcast, who may just be the most well-read marketer around. Join us as we discuss: - Why marketers need to never stop learning - Why every marketer should become the customer expert - How marketers can overcome negative stereotypes and demonstrate their value to the business You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

The traditional bank has ignored the gig economy at its own peril. When you walk into a branch as a soloprenuer, you have two options for an account: Commercial, or Consumer. Today’s economy defies the binary — and financial brands should, too. That insight comes from the ineffable Raj Bhaskar, Co-founder & CEO at Hurdlr, who joins the show to discuss how the gig economy is shaping the future of finance. Join us as we discuss: - Why banks need to stop neglecting the gig economy - Why banks aren’t sufficiently scared by brands like Square or Stripe - Why COVID should serve as a wake-up call for traditional financial brands You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Everyone says they want to see more financial education… But that will never happen unless we actually start talking openly about money. Everyone has a financial story — it’s time we all told it. That’s what drives Jelaire Grillo, Customer Relationship Manager at Prosperity Home Mortgage, to empower her customers to share Join us as we discuss: - Why we need to overcome the taboo of sharing our financial struggles - How Jelaire’s money journey led to her passion for financial education - Why financial brands need to stop treating customers like transactions You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

How can we get financial brands and their leadership teams comfortable with actually opening accounts online? It’s an important question that I’ll be answering in the latest Clarity Calls. And joining me to discuss the answer is the man who asked the question — Eric Cook, Founder & Chief Mentor at The LinkedBanker. In this episode: - The mentality trapping financial brand leaders in the past - The COVID wake up call - The value of cataloging your concerns and addressing them directly You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Collaboration isn’t always the easiest thing to do in finance. Through the COVID-19 pandemic, however, we’ve seen enough epiphanies from institutions to know that something is changing. And while internal teams may fear change, educating and empowering them will help to bring future success for your company. We speak with two team members at Nymbus, Renee Newman, Industry Advisory Board Member, and John Janclaes, CUSO President, about collaborative efforts of businesses through the pandemic, how business leaders are adapting to the change, and strategies to bring your team on board. We cover: - Listening & collaboration’s impact on a positive employee experience - What’s keeping financial leaders up at night both positively & negatively - How purpose can act as a central theme for internal teams You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Collaboration isn’t always the easiest thing to do in finance. Through the COVID-19 pandemic, however, we’ve seen enough epiphanies from institutions to know that something is changing. And while internal teams may fear change, educating and empowering them will help to bring future success for your company. We speak with two team members at Nymbus, Renee Newman, Industry Advisory Board Member, and John Janclaes, CUSO President, about collaborative efforts of businesses through the pandemic, how business leaders are adapting to the change, and strategies to bring your team on board. We cover: - Listening & collaboration’s impact on a positive employee experience - What’s keeping financial leaders up at night both positively & negatively - How purpose can act as a central theme for internal teams You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Digital alone is not a panacea. In fact, without the human element, digital growth is near-impossible. And the only way to humanize your banking is by delivering better, more-human experiences. Today, I’m joined by Katherine Regnier, CEO and President at Coconut Software, who is all-in on humanizing banking. Join us as we discuss: - How to deliver a more human experience for your customers - The shifting expectations of today’s consumer - The importance of offering your customers options in how they engage your financial brand You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

In a world that’s changed so much in the past couple of years, one change is good news for those invested in digital growth: Marketers are finally getting a seat at the table and being seen as proactive strategic partners. Today’s guest, Patrick McCarthy, SVP, Head of North America Marketing and MarTech at City National Bank, has seen that change first-hand in his digital growth journey, which he joins the show today to share. In this episode, we discuss: - How marketers can be a proactive partner - The buy-in and change management needed to pull of digital growth - How marketers need to respond to impending cookiepocolypse You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Continuing our Celebration of 150 episodes with part 2 of our Author’s best practices join us for outstanding insight from the following guests: The panel: Marcus Sheridan - Keynote Speaker - Marcus Sheridan International, Inc. Ben Hardy - Organizational Psychologist, Hay House Ron Shevlin - Director of Research at Cornerstone Advisors Anne Legg - Faculty Member - Southwest CUNA Management School Brett King - Founder, Executive Chairman - Moven Melina Palmer - Founder and CEO - The Brainy Business Mark Schaefer - Executive Director -Schaefer Marketing Solutions LLC Mohammad Anwar - President and CEO of Softway Justin Breen - Founder/CEO - BrEpic Communications LLC We cover: - How it’s not about we, us, and I - Creating your future self - Progress being greater than perfection - Technology is a tool, nothing more, nothing less - Removing Friction from your financial Institution - The impact our conscious and subconscious mind on our decision making process - Promoting Narcissistic marketing is old hat - Transforming internally comes before transforming externally - Heart centered thinking and human centered growth You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

No matter how you slice it, money is stressful. People lose sleep over it and are ashamed to discuss it with friends and family. And this is exactly why we train and educate here on the Banking on Digital Growth podcast: We’re on a mission to help the dear listener overcome financial anxieties to build a better, more comfortable life. On this special 150 episode, we share insights from a panel of authors looking to further your financial education. The panel: Joe Pulizzi - Founder at The Tilt Bradley Leimer - Co-founder at Unconventional Ventures Kirk Drake - Founder at CU 2.0 Dan Sullivan - Founder and President at Strategic Coach John Lanza - Chief Mammal at The Money Mammals Shari Storm - Chief Executive Officer at Category 6 Consulting Chris Skinner - Non-Executive Director at 11:FS Will Leach - Founder at Mindstate Group John Oxford - SVP and Director of Marketing for Renasant Bank We cover: - The risk of a product led initiative - The key to innovation is growth - The ability to pivot quickly to sustain the brand - Training the mind to think who before how - To create, capture, and maximize future growth - Understanding the differences across generations - Augmenting the customer experience w/ AI - Emotional decision making - Mitigating risk and being courageous You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

As the world moves more and more to digital, there is a misconception that partnering with a Fintech or financial brand is a partnership based on survival. That couldn’t be further from the truth. The best partnerships are ones that benefit each member. Today, I’m joined by Allison Netzer, Chief Marketing and Strategy Officer at NYMBUS, and Margaret Hartigan , CEO and Founder at Marstone, Inc. as they share how they're making that a reality every day. In this episode, we discuss: Why wealth management isn’t only for the rich How partnerships are shaping the future of finance Why the most successful partnerships are between equals     You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify , or here .  Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Let these numbers frighten you a little bit: -6% of U.S. households are unbankable and 18.7% are underbanked -The payday loan check cashing industry is about $32 billion -9% of bank account holders pay 84% of the $11 billion in annual overdraft fees It’s no wonder that overdrafts are the common enemy that financial brands need to vanquish. In this episode, I speak with Joel Schwartz, Founder & Co-CEO at DoubleCheck Solutions, about the need to give consumers what they need (financial relationships) and what they want (financial flexibility and control): Join us as we discuss: - Why overdrafts are such a hot topic at this moment - It’s customer control that’s the issue, not overdraft fees - Digital growth opportunities for offering compassion - Updating old-fashioned mindsets about banking services - Why doing the right thing is good business You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

The pace of change in the financial world we’re seeing today is unprecedented — and the rate of change is only accelerating. For many community banks, it can be hard to keep up… But not for those willing to blaze a new path forward. Today, I’m joined by two trailblazers, Keith Costello, President & CEO, and Kelsey Weaver, Board Member, at Locality Bank, where they are building an innovative new community bank — ready for the change we all know is coming over the horizon. In this episode, we discuss: - How Keith and Kelsey approached launching a new, digital-growth-ready community bank - The importance of mindset to digital growth You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Why navigate the complexities of alliances and BaaS offerings? Because your customers want simplicity. And with brands and FIs working in concert, you can give your customers a symphony of simplicity. That’s why today’s guest, Sarah Howell, is so passionate about her role as Chief Alliance Officer at NYMBUS: Bringing together both sides of the embedded finance equation, ultimately, makes life simpler for the end-user. In this episode, we discuss: - The purpose of banking as a service — and why it’s a smart move in a disruptor-filled financial landscape - What FIs and brands should know before partnering to maximize their opportunities in embedded finance - Why a better finance world for all starts with removing friction and orchestrating a symphony of simplicity You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Small business owners work harder than anyone — averaging upwards of 60 hours a week. When they need a loan, they don’t want to take time out of their day for a “delightful” customer experience… They want convenience. They just want it to work. It’s something Derek Corcoran, Chief Strategy Officer (CSO) at Numerated, says most banks get wrong by not even offering digital lending. And that’s just one of the many opportunities to serve SMBs he joins today’s show to discuss that most banks are missing. In this episode, we cover: - The two types of customer experience - The value of convenience and simplicity for SMBs - The goodwill community banks fostered in the pandemic (and how to avoid squandering it) You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

It’s time to face reality: Banking is not going back to the “good ol’ days.” Whether that means the ‘70s, when customers begged for loans, or a couple years ago when banking was still mostly done in person. And if banks don’t understand that, the only good ol’ days they’ll relive happened about 65 million years ago — when all the other dinosaurs disappeared. Today’s guest, Jack Hubbard, Chief Experience Officer at St. Meyer & Hubbard, got his start in banking back in the supposed good ol’ days of the ‘70s and, for him, there are no better days than the ones we’re living now. Well, for financial brands who learn to sell and build relationships in a digital world, that is. In this episode, we discuss: - The changes in banking and how banks can adapt - The difference between a sales culture and a performance culture -Why LinkedIn is something financial brands should embrace, not fearn Digital Growth on Apple Podcasts, on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Traditional banking institutions are slowly being replaced by other fintech banking solutions and small businesses are taking note. With more options available than ever, business owners are realizing that switching to more efficient banking solutions is as easy as downloading an app. We speak with Renee Newman - Industry Advisory Board Member at Nymbus, Derek Sutton - VP of Marketing at Autobooks, and Corey LeBlanc - Co-founder at Locality Bank about the marriage of small businesses with fintech and taking the necessary steps to creating a better customer experience. We cover: - How small businesses are collaborating with fintech & inspiring hope - Empowering small businesses to maximize their growth capability & overcome fear - Creating a better customer experience & keeping each other accountable - Considering fintech a collaborator, not a competitor You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Imagine a football game where every stat is measured flawlessly… except for the ones that tell you the score. How do you tell if your team won? Most marketing teams don’t need to imagine it — they’re playing it. And nobody knows if they’re winning. That’s why Kevin MacNeil, Vice President Accounts at Metric Marketing, is adamant that the first step every financial brand should take to turn their marketing teams from cost to revenue center is getting better data. In this episode, we discuss: - The importance of data-driven marketing decisions - The third-party integrations ruining your data - Why nearly every financial brand’s website is terrible You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

How does your financial brand measure cost per acquisition? If it isn’t per funded loan… Well, it’s not telling you what you need to know. In this Clarity Calls episode, I discuss why with Carlo Cardilli, CEO at Alpharank, an organization helping financial brands remove the unnecessary friction driving their would-be customers away. We cover: - Why measuring per funded loan is the only true way to gain insights into your marketing costs - The easily-avoidable friction driving customers away from financial brands - Why compliance isn’t an excuse for poor customer experience You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

The way we work is changing. It’s not just the pandemic — the economic world is transforming. Whether that change is good or bad depends on whether we can adapt the system to embrace the future or let the future be guided by fear and uncertainty. For Brett King, Founder, Executive Chairman at Moven and Author of The Rise of Techno-Socialism, the way we need to adapt this system is clear. In this episode, we discuss: - Why Techno-Socialism is the best path for a better, brighter future - The costs of techno-unemployment - Why corporate citizenship is as important a metric as corporate viability. You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Good ingredients aren’t enough. You need the right recipe, too. Every great marketer knows this, including Janelle Herrera, our next guest. As the VP of Marketing and Business Development at On Tap Credit Union, she has continually improved her recipe for digital marketing success. She joins us to discuss: - The foundations and growth paths for credit union marketing - A healthy approach to automation and iteration - The importance of reaching out to experts and asking questions You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Do different markets require a different approach to digital growth? Yes and no. Regulations, economies and cultures may be different. But human-centered growth is universal. In this solo episode, I’ll be answering a question about Fintech deployment in Latin America — but the answer transcends borders. I cover: - How to focus on the uniqueness of emerging markets like those in Latin America - Human-centered growth - Why you need to go ALL-in on your digital growth You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Biology explains why kids trust their parents, but why their teachers? Education — that’s the key to building trust. Financial brands who get that will thrive and may just fix our culture’s financial literacy problems in the process. That’s what Arindam Nag, Chief Executive Officer at CentSai, is banking on. At CentSai, he’s telling the right stories to help build financial literacy — and he was gracious enough to share them in today’s episode. We discuss: - The issues with financial literacy - Why smart money management doesn’t take a career in Wall Street to learn - Why education (and the trust it builds) will shape the future of finance You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Fin tech leaders have big goals and even bigger dreams.  But it’s vitally important to celebrate where you’ve come from and the progress you’ve made thus far.  Dan Sullivan, Founder and President at Strategic Coach , has high-achieving entrepreneurial clients in 35 different countries.   He’s also a best-selling author, and his new magnum opus is The Gap and The Gain: The High Achievers' Guide to Happiness, Confidence, and Success.  In this episode, we’ll dive into:  - How Dan leveraged virtual tech during the pandemic to reach amazing growth - Focusing on your successes instead of what you haven’t achieved yet - The gap and how to avoid it - How failing is just “extreme market research” - Creating freedom and a new future  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here .  Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

When it comes to financial literacy, most of us are failing our children.  Schools won’t teach it, parents are scared to teach it, and banks don’t seem to care — but they should…  Your financial brand’s future is being shaped by the education kids are getting (or not getting) right now.  Today, I’m excited to welcome to the show Scott Donnell , Founder at GravyStack, where he is gamifying children’s financial education — equipping parents with the tools to teach finances and saving kids from dry, boring lectures they won’t remember anyway.  In this episode, we discuss: Why schools and parents struggle with teaching financial literacy (and what to do about it) The value of gamification, goal-setting and getting hands on with finance Why banks don’t care — even when their own futures depend on it  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here .  Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Your digital growth journey is not something that just happens on auto pilot— it requires planning and preparation. And while every journey starts with a single step… There are 12 steps everyone must take on their digital growth journey. I’m flying solo in today’s episode from the Inside Digital Growth series to cover the 12 steps you need to take to inculcate a digital growth mindset in your organization. I cover: - The 4 transformations that must happen to achieve digital growth - Why we need to ACT - The 12 steps you must take to create a digital growth mindset You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

ou can’t move forward if you are relying on the tools of the past. Digital transformation is about, well… actually transforming. But most banks aren’t just stuck in the past — they’re built on it. That’s what Nathaniel Harley, Co-founder & C EO at MANTL , sees as the biggest impediment holding back financial brands from their digital growth journeys.  In this episode, we discuss: Why community banks need to play to their strengths The need for innovation in finance Why customers have higher expectations than ever You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

It’s always nice to have some extra cash. The trouble is: knowing where to invest it. The truth is that most people need help deciding what to do with their money — especially entrepreneurs. Today’s guest, Bill Bloom , President, Bloom Financial Company , is on a mission to help entrepreneurs better invest their dollars to maximize their success. In this episode, we discuss: Why people need help investing What to look for in an advisor How Bill’s latest venture will provide sound financial advice at scale You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Do you have fans or superfans? No matter what else changes, one thing will always be true. Your most valuable and loyal customers are the ones who find you from a trusted referral. And superfans are the customers who sent them. Today’s guest, Brittany Hodak , Chief Experience Officer at Experience.com , is an expert in superfans — and more importantly, how to win them for your financial brand. She joins the show to share her secrets. In this episode, we discuss: - Why siloes and poor employee experience inevitably lead to a poor customer experience - Why customer expectations are not just set by you or your direct competitors, but every other brand - How you can gain better feedback and customer insights by ditching the outdated surveys  Head to experience.com/playbook for Brittany's experience architecture framework. Learn more about Brittany's new  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Before you can set sail on your digital growth journey, you need everyone onboard. For many financial brands, it’s leadership who are afraid to board the ark… Even as the world they’ve always known floods around them. In the latest solo episode, Susan, a CMO at a Midwestern financial brand, writes to ask how to get buy-in from such change-resistant leaders and start a digital growth journey toward a better, brighter future. In this episode, I cover: - Why leaders cling to what they know — even when they know it’s no longer viable - The 3 most important first steps on your digital growth journey - Why digital growth is a mindset, not just a technology purchase - The value of a 90-day plan You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

COVID-19 was a wake-up call for financial brands — but not how you might expect. Sure, it showed us how quickly things can change. But things were already changing without us, leaving us behind. Fintechs, online-only banks — these should have been our wake-up call. We can no longer afford to do things the way we’ve always done them.  Because if you’re not growing, you’re dying. That’s the philosophy of my latest guest, Tiffani Davis , Vice President, Manager of Client Experience at Centier Bank , who reached out to me last year about the growth-centered community she was building to help prevent her financial brand from being left in the dust. In this episode, we discuss: - Why financial brands have historically been slow to innovate — and why that has to change - The value of education, community and a shared language around digital growth  - How automation frees you from the mundane and allows you to deliver a more human experience  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

The world has changed — which means leadership has changed. Modern leadership requires empathy and coaching, not decrees from on high. This new rapidly-changing, hyper-connected, purpose-driven world demands new leaders who can keep up. And today’s guest, Laurie Maddalena , CEO/Chief Leadership Consultant at Envision Excellence, has some amazing recommendations for how you can cultivate these skills and develop these kinds of leaders. In this episode, we discuss: - The value of disconnecting in a hyperconnected world - Why we need to let potential future leaders peek behind the curtain of leadership  - Why great leaders understand their value no longer lies in their technical expertise You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Anyone with young children understands how much exploration and discovery we lose as adults. But many financial brands need to start thinking like a kindergartner again. That’s because when it comes to digital growth, curiosity is a key competitive advantage. In this Clarity Calls episode, the curiosity of my guest, Abby Boggs-Johnson , Digital Marketing Officer at Western State Bank , leads her to ask an important question: How do you get leadership to define what matters most to them? We discuss this question and arrive at some key insights, including: - The pros and cons of starting with a blank slate - How to think about metrics and KPIs - How to use the GRO (growth, roadblocks, opportunities) framework as a map for your digital growth journey You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

“We don’t sell, we build relationships…” In banks and credit unions, sales has become a dirty word.  But what about growth? If you care about growth, your leaders can’t be scared of leads. In this Clarity Calls episode, guest Paula Tompkins , CEO and Founder, ChannelNet, and I di scuss how to convince bank and credit union executives and their marketing teams that their primary job is to drive qualified leads back into the business to ensure conversions and ROI.  We cover: - How sales became a dirty word in finance (and what to do about it!) - The importance of outbound for growth - Technology’s role in transformation  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

The past 18 months may have made it clear that digital is the key to survival in a world that can transform so drastically so quickly… But they’ve also made it clear that digital is meaningless without the human element.  The best technology is the one that augments the human — not the one that replaces them. Today’s guest, Joe Welu , CEO and Founder of Total Expert , is an expert on the human-digital connection and he joins the show to help you take the first step in marrying the two. In this episode, we discuss: - Why the future of technology will be exceedingly human - The importance of short-term wins in a world where everything can change overnight - How to incorporate the human into your digital journey You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Self-awareness isn’t just about you. It’s about understanding the thoughts and behavior of others better so that you can communicate more effectively and build better relationships. After all, at the center of digital growth is human connection. In this episode, I interview Digital Growth Institute’s own Audrey Cannata , Content and Community Specialist, about a tool we love to use: the Kolbe System. Join us as we discuss: - How to leverage your innate strengths personally and professionally - The three parts of the mind and how they sync - Kolbe’s four operating modes and what they mean - What happens when you work outside of your operating mode - Promoting team unity and efficiency with Kolbe Check out these resources we mentioned during the podcast: Banking on Digital Growth Episode 26 w/ Dr. Benjamin Hardy  The Kolbe System  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

How do you build a community of your customers from whom you can gain key insights about your financial brand?  What obstacles stand in the way? In today’s Clarity Calls episode, Erin Caldwell , Director of Client Voice at MX , and I dive into these questions to find out how to make Erin’s customer-driven community the best it can be. In this episode, we discuss: Erin’s customer-driven community Ensuring the sturdiness of a community built of competitors The four C’s of community You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

After COVID rapidly accelerated everyone’s digital transformation timeline, many have come to expect digital-first… well, everything.  But how do you maintain true human relationships without human-to-human interaction? In this Clarity Calls episode, that’s the problem today’s guest, Jon Voorhees , Director, Distribution Strategy & Business Development at TerraStrat Group, and I wrestle with. We discuss: Why there will always have to be a human component in finance The education component of creating more human interactions How digital tools can help us be more human when a problem arises You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

How do marketing teams and their supporting departments need to transform to have an infrastructure conducive to one-to-few communication? That question comes from today’s guest, Bradley Blue , Vice President, Digital Marketing at Logix Federal Credit Union , and in this episode, I go over exactly what it takes, including: How to overcome the difficulty of creating content operations How to be proactive while retaining the ability to be reactive  How to make sure your technology helps you achieve your marketing goals You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Just like climbing a mountain, taking the first steps on your digital growth journey are often the hardest — you look ahead and all you see is how far you have to go.  But eventually, you’ll look back and be amazed by how far you’ve come.  Just ask Deborah Lumpkin , Senior Partner at Centier Bank , where each department has embarked on a digital growth journey together — which has fostered more collaboration and has everyone speaking a common language. In this episode, we discuss: Why content is the key to digital growth success How to structure your teams for digital growth How to align your teams and have them marching in tandem on a shared digital growth journey You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

When was the last time you were happy to get an automated email? Probably… well, never. Right?  Meanwhile, sales is rarely held accountable for the terrible customer experience they create.  We can do better. We just need to be a little more human.  My guest today,James Gilbert, Head of Marketing - CRMNext, is a big believer that more empathy — more humanity — in business is the only path forward for financial brands in today’s world. In this episode, we discuss: - How to have better conversations - How to infuse more humanity into your brand - The three pillars of a successful marketing team You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

How much time does your sales team spend calling voicemail inboxes?  Afterwards, do they have to punch that call into a CRM?  If so, you might be wasting one of your financial brand's most valuable resources.  Salespeople are too important to waste on anything other than speaking with customers.  So says my latest guest, Chris Beall , CEO at ConnectAndSell , an expert in the most effective ways to utilize sales teams. In this episode, we discuss: How automation can help you make the most of your sales team The best phrase to use on an unscheduled call The two biggest mistakes holding financial brands back You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

It was only a 1988 bill that allowed women not to have a male signature for their business loan. Women just haven’t had the same generational runway that men have had, especially when it comes to business and finance. In this episode, I interview Brian Harris, Executive Creative Director at Bradley and Montgomery, about growing a niche market and improving our marketing messaging to women. Brian talks with me about: - The size and nature of the perceived financial gap - How FinTech has fostered an attitude of empathy - Representation: showing a 27-year-old woman shopping for a home - Being where your growth market is Internalizing your goal of understanding what you’re saying to women Related Episodes - Ep. 71 w/ Jeffrey Kendall - Ep. 105 w/ Jennifer Beeston - Ep. 111 w/ James Robert Lay https://www.digitalgrowth.com/podcast/banks-and-credit-unions-consumer-marketing-niche- Ep. 115 w/ James Robert Lay You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

As marketers, all want to be more data-driven, right? Well, it’s just as important to avoid “death by data.” We don’t just need more data — we need better data we can use. Today’s guest is here to help you do just that. Kristin Harrison, Director Of Business Development at Webstrategies Inc., where she is leading the data-driven, digital marketing revolution. In this episode, we discuss: - How a data-driven mindset leads us out of the cave of complacency - The importance of marketing automation - How to foster alignment between sales, marketing and the rest of your organization You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Today, I’m tackling this listener question: How can our marketing team get executive buy-in to commit and focus our marketing and sales on a niche with the development of consumer personas? In this solo episode, you’ll hear from me, James Robert Lay, CEO at Digital Growth Institute, about how to reimagine niches as defined not by geographical boundaries but mental ones. In this episode we discuss: - What personas are and how they create empathy - Setting geography aside in favor of targeting niche beliefs - Examples of successful financial brands built on niches that may surprise you - What consumer personas and niches can do for you Listen to these related episodes: - Ep. 94. How to Best Serve the SMB Market with Embedded Fintech (with Derik Sutton) - Ep. 109. Predicting FinTech & Strategies to Stay Relevant (with Alex Sion) You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Digital transformation doesn’t succeed or fail based on the technology… Its success is dependent on the people. It’s our individual humanity — our own transformation — that matters. Which is why today’s guest, Jeff Ward, Enterprise Executive at Decisions, says we shouldn’t fear automation — we should embrace it. Because when we automate the routine, we free ourselves up to deliver the exceptional. In this episode, we discuss: - How to use automation to deliver a more human experience - Why automation is not going to take your job - How automation factors into the employee experience You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

I’m turning the tables on you in this one. After over 100 episodes as your host, I surrender that seat to Laura Dolan, Senior Content Marketing Manager at Optimizely, as she interviews me about building a website that sells. In this episode we discuss: Why a glorified online brochure won’t cut it for your website Strategies for calls to action (CTAs) Cognitive load and intrinsic cause Trust, video, and communication techniques Behavioral economics and building your content strategy gear-by-gear Check out these resources we mentioned during the podcast: Using Zoom As a Bank or Credit Union You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

How can we improve the way our marketing measures and reports on customer acquisition using digital channels right now? We're pretty much just measuring clicks, but not conversions, and not acquisitions. In this episode, I'll be answering this question from Andrew, a CMO for a financial brand on the west coast. I’ll cover: - The view of marketing as a cost center (or, worse, kids playing with crayons) - The 4 types of attribution - How to find your cost per acquisition You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

The old model for financial brands was always based around geography — find your local market and serve it. These days, there are no local markets… Only niches. In this very special episode, I joinMary Wisniewski and Jeffery Kendall  to discuss how to harness the power of niche in your financial brand. We cover: - Why niche is the new local - How to build a portfolio of niches - How to find a niche to target You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

People are searching for 3 things from financial brands: clarity, help, & hope. Through the power of storytelling, brands can move from a place of scarcity into a place of abundance—finally helping to alleviate the financial stress most people deal with. Justin Breen, Founder & CEO of BrEpic Communications LLC, joins the show to discuss tactics to help people better understand how storytelling can transform a brand—ultimately helping customers towards a better financial future. What we talked about: - Media Transformation & The Future of Financial Brand Podcasts - Operating from a Place of Abundance Instead of Scarcity - Measuring Teams with Kolbe - Financial Brands Stuck in a Narcissistic Cycle - Simplifying the Pattern of Peoples’ Relationship w/ Money Check out these resources we mentioned during the podcast: - www.kolbe.com - 30 Secrets to Build Your Business Exponentially and Give You the Freedom to Live the Life You Want By Justin Breen To hear more interviews like this one, subscribe to Banking On Digital Growth on Apple Podcasts, Spotify, or your preferred podcast platform.  

With all the emerging FinTech, it’s important to reflect on what is currently working in the industry to predict where the space is headed next. Only then can an organization restructure itself to welcome the new technologies. Alex Sion, Managing Director, Head of Venture Incubation, Global Consumer, Citi Ventures at Citi, joins the show to discuss his experience with the finance industry and preparation strategies for emerging growth. What we talked about: - Alex’s Journey and Transforming Banking - Reflecting on the Financial Industry to Move Forward - Trends, Patterns, & Purpose of D10X - Roadblocks within Emerging Growth to be Aware Of - Jobs to be Done Theory Explained - The Opportunities of the “Intrepreneurship” - FinTech VS. The Incumbents - Recommendations for Risk Aversion & Personal Growth to the Dear Listener Check out this resource we mentioned during the podcast: [email protected] hear more interviews like this one, subscribe to Banking On Digital Growth on Apple Podcasts, Spotify, or your preferred podcast platform.  

Empathy, diversity, & valuing the consumer are all at the core of why many big banks are losing out to smaller financial institutions. For too long, banking staples have put profit over the consumer experience and people are taking notice. Bradley Leimer, Founder of Unconventional Ventures, joins the show to discuss pain points for traditional banks and strategies to adopt a new empathetic approach. What we talked about: Going Beyond Good in Financial Services Opportunities of Innovating w/ Empathy for Financial Brands Inclusivity & Losing Community in Big Banking How to Be Profitable w/ Purpose Roadblocks for Financial Brands to Adopt a Consumer-First Approach Actionable Step for the Listeners Check out these resources we mentioned during the podcast: Beyond Good by Theodora Lau & Bradley Leimer Kendrascott.com One Vision Podcast Bradley’s Twitter [email protected] hear more interviews like this one, subscribe to Banking On Digital Growth on Apple Podcasts, Spotify, or your preferred podcast platform.

When business feels “good enough,” it can lead to a decline in customer experience. Providing new ways to educate customers and make the banking process easier should not only be looked at as advantageous to the success of the bank, but as a reminder that helping the customer is the first priority. Paul Long, Senior Vice President - Business Banking & SBA Lending at Timberland Bank, joins the show to discuss his approach to providing customers with a first-rate digital experience and always giving more than he will ever get back. What we talked about: 4 Pillars of Personal Growth for the Commercial Banker The 3 Different Kinds of Bankers The Princess Problem & How to Deal w/ a Surplus of Business A Proactive VS. Reactive Stance to Business Investing in Videos and Podcasts w/ the Intention to Educate Balancing ROI and Content Production Actionable Advice from Paul to the Listeners Check out these resources we mentioned during the podcast: Delivering Happiness by Tony Hsieh https://paultlong.com/ To hear more interviews like this one, subscribe to Banking On Digital Growth on Apple Podcasts, Spotify, or your preferred podcast platform.

Ratings & reviews of a business can make all the difference in the business’ success. But with so many options for rating systems, where should a business focus their attention? Yelp or Google My Business or a combination of the two? James Robert Lay, Host of the Banking of Digital Growth Podcast, discusses his take on best strategies for navigating rating systems. What we talked about: The Importance of a Good or Bad Review for the Success of a Business The Secret of Ratings Ratios Whether to Focus Attention on Yelp or Google My Business & Strategies Setting Up an Engagement Strategy Check out this resource mentioned during the podcast: Andrew Thomas’ Inc.com Article To hear more interviews like this one, subscribe to Banking On Digital Growth on Apple Podcasts, Spotify, or your preferred podcast platform.

Content creation will be the number one most in-demand skill over the next decade. If you want to maximize your digital growth potential, you need to master creating killer content. But where do you start? To answer that, I turn to someone who has built an incredible brand YouTube with phenomenal content: Jennifer Beeston, SVP of Mortgage Lending at Guaranteed Rate. She joins the show to share the insights she picked up along the road to 4.5 million views on YouTube. We discuss: - Why YouTube can help you maximize your digital growth potential - Why you need to work with compliance when launching your content - Why it’s not about the views, it’s about the conversion Check out these resources we mentioned during the podcast: - Jennifer’s YouTube You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

When it comes to financial content, there is a myth that everything needs to be formal and traditional. So many financial brands are limiting their reach by not producing conversational content. Just ask today’s guest Madeline Anderson-Balme, Marketing Manager at MIT Federal Credit Union, where she exploded the brand’s audience by connecting in a conversational way. In this episode, we discuss: - Why a conversational approach is so effective - How to get buy-in for a new content approach - Why home-grown content beats curated content You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

The rumors of SEO’s death have been greatly exaggerated… Probably by people who aren’t doing it right. Today’s guest understands better than most the right way to approach SEO. Scott Gardner, Founder at New Media Advisors, joins the show to teach you how to nail that approach. We discuss: - Why all SEO is local - The advantages smaller institutions have over their large national competitors - Why you need to interview the experts if you want to craft killer content You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Small business banking is 20% of global banking revenue, which means if you are a bank or credit union… You can’t afford not to do it. When you want to figure out the best SMB lending model, you turn to today’s guest, Gord Baizley, CEO at JUDI.AI. He joins the show to discuss: - The 5 biggest opportunities in small business lending - The culture required to thrive in small business lending - The importance of benchmarking and being able to iterate quickly You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

While the COVID-19 Pandemic has encouraged the transition to digital, many still struggle to fully comprehend its importance and how to integrate it. Oversight can lead to employees unsure of how to use new technologies, resulting in a poor customer experience. John Findlay, CEO of LemonadeLXP, joins the show to discuss the digital transformation and how companies can embrace the change and benefit. What was talked about: - Giving Equal Focus to New Technologies & People - Educating Internal Teams to Improve the Customer Experience - The Dos and Don’ts of Employee Training - Why Attention to the Customer Experience is on the Rise - Financial Education for the Masses - Key Takeaways for the Listener Check out the resources below for more information: - John’s LinkedIn - [email protected]  To hear more interviews like this one, subscribe to Banking On Digital Growth on Apple Podcasts, Spotify, or your preferred podcast platform.  

The last year wasn’t what anyone expected, but plenty of good things came out of the chaos of the pandemic. Here at Banking on Digital Growth, the silver lining comes in the form of 100 episodes. And it wouldn’t be possible without you. To celebrate, I’ve curated the key insights from the top 10 episodes — picked by you, the dear listener. So, I’d love for you to join this very special episode you made possible as we countdown the most important lessons from some of our phenomenal guests: Chris Skinner, Ron Shevlin, Jay Palter, Matt Monge, Whitney Loe, Jeffery Kendall, Eric Berg, Kim Snyder, Bryan Clagett, and Kara Yaquinta. You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

How critical are chatbots for our website? Today, as part of the Digital Growth Series, I’m answering that question from Frank, a marketing director for a financial brand on the east coast. Chatbots can make or break a digital experience. So, before you dive in, you need to consider a few things. In this episode, I explain: - The 3 considerations you need to address before implementing a chatbot -The experience of chatbots: acknowledging the generation gap and avoiding the uncanny valley - The most effective way to implement a chatbot with today’s technology Check out these resources we mentioned during the podcast: - Conversational Marketing You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

We live in a world where no one wants to be sold to. We have ad blockers. We pay subscription fees to Netflix to avoid commercials. You can’t buy a victory with advertising anymore. No, these days, the most human company wins. That wisdom comes from my latest guest, Mark Schaefer, Chief Operating Officer at B Squared Media and Author of Marketing Rebellion, in which he navigates the breakneck speeds of digital marketing and explains why human-centered companies are the ones who will emerge victorious. In this episode, we discuss: - Why advertising dollars are less powerful in modern marketing - Why human-centered marketing is the path forward - How personal branding helps make your company more human You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Today I’m answering a question from Sheila, a content and communication professional at an East-Coast financial brand: What’s the difference between content marketing and thought leadership? Well, the first thing you need to understand is that all thought leadership is content marketing, but not all content marketing is thought leadership. In this episode, I break down all you need to know about thought leadership. Check out these resources we mentioned during the podcast: - Alec Hanson - Casey Crawford You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

If you want to build your organization's brand, it starts with building your employees’ personal brands. Just ask Natalie Bartholomew, Chief Administrative Officer at Grand Savings Bank. Her personal advocacy for women in financial services has put a small community bank on the national stage. She joins me to discuss: - Why personal branding matters to your organization - How to find your niche and provide your community value - Why LinkedIn is such a valuable resource for personal branding - Check out these resources we mentioned during the podcast: - The Girl Banker You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

On the Apollo 13 mission, NASA only had one way to get its astronauts out alive: innovation. It’s something every financial brand should take to heart. Because you have a choice: Innovate, or die. So says JP Nichols, Co-Founder at FinTech Forge & Alloy Labs Alliance, whose wealth of experience has taught him that innovation is messy, but it’s the key to survival. He joins me in the latest episode to discuss: - Why the real opportunity for financial institutions are at the edge - How to innovate without going all-in - How FIRE fuels innovation You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Most people have probably heard of embedded finance by now, but how many have heard of embedded Fintech? My guest today, Derik Sutton, Vice President of Marketing at Autobooks.co, is one expert sounding the alarm to make sure more financial brands do. He joined the show to explain how embedded Fintech can help financial brands better serve SMBs. In this episode, we discuss: - Why banks should embed Fintech services - How small business payments are changing - Why financial brands need to reach out more You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

If you’re a traditional banker worried about the digital age progressing much too fast, you can rest assured that it is. But it doesn’t matter, because it’s not stopping. These days, it’s digital or die. My guest today is Keren Moynihan, CEO & Co-Founder at Boss Insights, who joins me to discuss the rapidly shifting financial landscape and how your brand can best respond. We discuss: - Why financial brands need to better support business - Collaboration is always better than a zero sum game - Why digital is the only path forward for financial brands You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

If you’ve listened to the show before, then you already know digital transformation and growth are about more than just technology, they’re about people. The people who are most successful are the ones guided by a purpose. My guest today is Alana Kelly, Marketing Manager at On Tap Credit Union, who joins me today to share some lessons from her digital growth journey, including why having a guiding light can make all the difference in your digital journey. We discuss: - Why we need to get over the stigma and talk about money - Why you need a defining purpose behind your digital growth - Alana’s digital growth journey You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

The pandemic has proven the value of content marketing for financial brands — it’s how you educate and empower your account holders, and how you bring a sense of empathy to the digital channel. That’s why today’s guest on the show — Shondell Varcian, CEO & Founder at Varci Media, is an expert in using content to better serve customers and she shares her secrets in this episode. We discuss: - Why content marketing allows you to meet your customers where they are. - How to tailor content to educate specific customers - Tips for learning your target audience effectively You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Content is the fuel in your digital growth engine. If you maximize your content, then you maximize your future digital growth potential. In this episode, I speak with Joe Pulizzi, Founder at The Tilt and Author of Content Inc., and he shares his step-by-step approach to crafting the highest-octane content around. What we talked about: - Why it’s more important to build an audience than a product - Why you need to start simple and then expand - The 7 steps to crafting high-octane content - Why every financial brand is a publisher, whether they know it or not You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Many financial brands are aware of how valuable content can be. Sure, they’re producing and promoting it… But precious few are being strategic with their content. If you have questions, fears, or uncertainties about content strategy, then Garick Giroir, Content Strategist at Louisiana Federal Credit Union, has the answer. He joins me in this episode to share the secrets to elevating your content production to content strategy. We cover: - The difference between strategy and production -The link between content and the buyer’s journey - Why video is gold for a content strategists Check out these resources we mentioned during the podcast: - LFCU’s Member Appreciation Day You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

The end of the pandemic is in sight, but the changes it brought to our way of life will continue well into the future. Just look at the meteoric rise of Banking as a Service. My guest today, Christopher Danvers, Senior Product Manager at Q2 BaaS, knows a thing or two about BaaS’ rise, since he is responsible for the lifecycle of card and payment experiences that help define the future of payment ecosystems for fintechs. What we talked about: - The growing popularity of BaaS and how the pandemic accelerated it - Why BaaS is the perfect intersection of traditional banking and innovative fintechs - Why BaaS relies on the right partners and open, honest dialogue with them You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Your conscious brain is ruled by your subconscious brain, which does between 95% and 99.999% of the work. How does this affect your decision making? In this Exponential Insights episode of Banking on Digital Growth, I interview Melina Palmer, Founder and CEO at The Brainy Business, about marketing and the human brain. What we talked about: - The conscious vs. the subconscious - The most influential brain chemical in marketing - How to get people to change their behavior & the IKEA effect Check out these resources we mentioned during the podcast: - Melina’s book - Melina’s podcast - Benjamin Hardy’s book - Melina was my guest previously on Ep. 29 You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

How many times has your financial institution thanked you? They’ve probably just pushed messages without trying to create dialogue. Huge mistake. In this Exponential Insights episode of Banking on Digital Growth, I interview Paula Tompkins, CEO/Founder at ChannelNet, about creating relationships and expressing appreciation. What we talked about: - Actually thanking your customers and members - How to use technology to dialogue - Implementing agile methodologies in a post-Covid world - A roadblock is the lack of understanding what is possible Resource we mentioned: - White paper referenced at 16:45   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Banks that mimic the strategy of great retail brands are at the cutting edge: They’re doing social selling. (Don’t cringe.) Social selling is just another tool in your toolbox. In this Exponential Insights episode of Banking on Digital Growth, I interview Jody Guetter, CMO at Social Assurance, about all things brand in the financial space. What we talked about: - What retail brands are doing right but banks are doing wrong - Social selling is a must - Launching a whole new brand purpose (during a pandemic) - Human behavior, social advocacy, employee engagement, and so much more You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

The children are our future. It’s a horrible cliche, I know. But if your financial brand doesn’t successfully engage the youth… You don’t have a future. In the latest episode, I catch up with John Lanza, The Money Mammals Kids' Club and Shari Storm, CEO of Category 6 Consulting, and learn why the often-overlooked youth demographic is the key to future success for any financial brand. We discuss: - How parents (especially moms) shape their children’s financial habits - Why the youth of today have different brand expectations - The value of focus groups You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Consumers have more knowledge than ever before. That means, if you want more loans, deposits and revenue… Your content is more important than ever. And if you want to nail your content and beat your competitors, then you only need to focus on 5 areas. So says Marcus Sheridan, International Keynote Speaker and Rated #1 "Top Voices LinkedIn" for Entrepreneurship & Small Business, who joins me on today’s episode to explain those 5 subjects. What we talk about: - Why we need to let customers have more control - The 5 topics that drive traffic and generate leads - How to overcome finance’s trust issue You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Every day, some 2 million people search online for financial calculators. These tools unlock enormous potential for marketing, data and personalization. So, why are they so often seen as a mere box to check? Chase Neinken, Co-founder and CRO and Matthew Covi, Co-founder and CEO at Signal Intent, see financial calculators differently. They joined me in the latest episode to explain why financial calculators should play a key role in any successful marketing strategy. What we talked about: - The power of financial calculators (and why most financial brands aren’t harnessing them fully) - How financial calculators can unlock first-party data and prepare you for the coming cookie-pocalypse - The trouble with building calculators in-house You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

The pandemic has put a strain on all our relationships. But in an industry building on forming them… How can financial brands create equally meaningful relationships digitally? In this episode, Eric Cook, Founder at The LinkedBanker, shares the secrets to relationship-building on social media. We discuss: - Why engagement is more important than views on social media - The importance of remaining human in the digital world - Why financial brands need to be equipped for social media You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

You can’t just call yourself a “thought leader.” Thought leadership is earned. And you earn it by having a powerful voice in your domain. But how do you cultivate that voice? To answer that question, I invited Doug Wilber, CEO at Denim Social, onto the latest episode to discuss how financial brands can create content worthy of the “thought leader” mantle. We discussed: - Why “people buy from people” is more important than ever - How thought leadership is earned - Why empowering your employees’ voices amplifies your brand’s You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

By now, you probably know everything about SaaS… But what about the next frontier: BaaS? Banking as a Service is taking over — How will your financial brand be affected?   To answer that, I sat down with Nathan Baumeiste, CEO at ZSuite Technologies, to find out the most important things every financial brand should know about the exciting new BaaS landscape. What we talked about: - Why BaaS is both a threat and an opportunity - What courage really means — and what it means for you - The power of low-cost experiments You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Financial brands have more data than the tech giants. So, why aren’t we using it as effectively? It’s time we thought about data differently. It’s time to demystify data. In order to do just that, I caught up with Kim Snyder, CEO & Founder KlariVis, to find out everything financial brands need to know about their data. What we talked about: - How KlariVis is helping brands make use of their data - Why data needs to be seen as an enterprise-wide asset - How to clean up your data and make it actionable You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

You can have the fanciest digital tools at your fingertips, but if you don’t serve your customers’ humanity, you’re going to fail. In the new financial landscape, EQ beats IQ every time. My guest today, Eric Berg, Founder and CEO at Netgiver, is an expert at upping your emotional intelligence and helping you better serve your customers’ emotional needs. In this episode, we discuss: - Why financial brands need to focus on emotional needs - Why loyalty, trust, and affinity all stem from emotional connection - Why your brand must stand for something You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

COVID-19 taught us all to be agile, nimble, and pivot on a dime, right? But when it comes to digital transformation, you need to be ready for more than a sprint. Digital transformation is a marathon. That’s one of the key insights Hunter Young has learned as Founder & President at HIFI Agency. He joins the show today to share the lessons he’s learned from COVID-19 and how you can use them to transform your financial brand. We discuss: - Where financial brands get culture wrong - Why true transformation takes years, not months - How to embrace failure and keep moving forward You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Look at big sexy ad agencies. They create funny commercials and spin off huge ad campaigns. They're the top. Now, look at the bottom. You should see tech, web dev, mobile apps, and all that crazy stuff. Okay, raise your eyes to the middle. The middle is landing page optimization, forms, and buyer psychology. The middle is MailChimp. The middle is where you win. In this episode of Banking on Digital Growth, I talk with Chris Snyder, founder of Banks.Com, a reliable and trustworthy source, democratizing access to information for financial brands and those they educate and empower. We talked about: - The value of Kolbe profiles to understand natural operating systems - Why you need to double down on sustainability - Ways to measure progress besides unit economics You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

If you could triple your revenue in 3 years with a new business strategy, would you do it? In that case, love is your newest business strategy. In this episode, I interview Mohammad Anwar, President & CEO of Softway and host of Love As a Business Strategy podcast, about how he transformed himself and his business with a people-first approach. What we talked about: -What love means in the workplace -Mohammad’s aha moment & ensuing self-awareness -Steps for leaders to transform their culture with love -The hardest and most important micro-commitment for a leader You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Want to know the secret to a smooth and successful digital transformation? Business alignment. Many businesses think digital transformation is about adopting technology without any real understanding of business needs, but our guest, Cory LeBlanc, a Fintech Co-Founder, joins us to debunk that mindset and provide other sharp insights from his personal digital growth journey. On this episode, we talk about: -How honesty drives transformation -Adopting technology for all the wrong reasons -Reinventing how community banks can serve their clients -Why it’s important to get the business lines involved with your digital transformation at the very beginning You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

When it comes to the virus, the end of the pandemic is in sight. But the financial implications will be felt for years. And financial brands need to step up and help. That’s why Whitney Loe, Director of Business Development at Ignite Sales, has outlined a 5-step plan every financial brand can follow to help their customers’ long-term financial wellness. In this episode, we discuss: - The pandemic’s impact on financial wellness - What “digital” really means - The 5 steps you need to take to improve your customers’ financial wellness You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

When we learn to drive, why do we steer towards what we want to avoid? It’s called target fixation — you need to look where you’re going to travel. The same applies to digital transformation. That’s one of the insights Jeffery Kendall, Chairman & CEO at NYMBUS, learned in his ongoing mission to help financial brands and to delight members and customers with best-in-class digital banking solutions. In this episode, we discuss: - Why the market rewards solutions to hard problems, not easy ones - Target fixation and keeping your eye on the road ahead - Market segmentation and why most financial institutions get it wrong You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

These days, technology advances exponentially. If we only grow linearly, we’ll never harness its true power. Transformation isn’t about technology; it’s about people. And one way to transform your people is through exponential teamwork. It’s a concept Dan Sullivan, Founder and President at Strategic Coach and author of over 30 books, including Who Not How, discovered early on in his career — and it has fueled his success ever since. In this episode, we discuss: - The wisdom in procrastination - Exponential teamwork - Finding who to be a hero to You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

You’ve heard the saying: There are riches in the niches. Well, it’s true — especially when building a personal brand. Just ask Greg Martin, Chief Consultant at The Entrepreneur’s Banker and Commercial Banker at Truist, whose killer LinkedIn content has made him The Entrepreneur’s Banker. He joins me on the latest episode to discuss: - The importance of delivering value and building a personal brand - Why it’s never about you — it’s about the hero (your customers) - How to get started with your personal brand You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player. 

Digital transformation is thrown around a lot. Many say they’re aiming to transform, but few do — why is that? Usually, it’s because they are missing a key ingredient… And that’s almost always one of the 5 P’s of digital growth and transformation. Jeffrey Ward, Enterprise Executive at TurnKey Lender, knows all about the 5 P’s from his LinkedIn Live video series, 15 Minutes, where he has interviewed dozens of leading minds in financial brand marketing, sales and Fintech. In this episode, we discuss: The power of personal branding How branding meshes with content-based networking The 5 P’s of digital growth and transformation You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Many out there understand that traditional banks need to digitally transform or die. It’s one thing to say you are going to transform… But it’s meaningless without first answering the question: Into what? In this #ExponentialInsights episode, I sit down with Chris Skinner, Author of Doing Digital, and discuss what it really means to digitally transform traditional banking. We cover: Why digital transformation can’t be delegated to a department Why digital transformation really isn’t about technology at all Why the digitally-native fintechs will always have a leg up on traditional banks You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

"Customer experience" seemed like just another big business buzzword. Until 2020 hit. All of a sudden, we were forced to reinvent, reimagine, and revisit the whole concept of customer experience. We found immense opportunities for growth. In this episode of Banking on Digital Growth, I talk with Sue Woodard, Chief Customer Officer at Total Expert, a fintech software company that built the first enterprise-grade experience platform purpose-built for the modern financial institutions. We talked about: The time Sue went swimming with sharks and what she learned about life What holds us back from optimizing customer experience Why you need to press "pause" on digital and have a face-to-face conversation You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

It’s not hard to see the financial industry has become stifled. It’s a victim of its own success and the commoditization of its products. And to fix it, we need to look outside the industry. In today’s episode, I’m joined by Bryan Clagett, Chief Revenue Officer (CRO) at Moven, to talk about why financial brands would do well to look for inspiration from outside the market. We discuss: Why innovation has slowed in the financial industry How other industries may be the key to solving the problem What the future of finance — and fintech, in particular — looks like You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

The mind can only hold one thought. But it can choose one of two opposing sides — positive or negative, abundance or scarcity. In 2019, we were running around to conferences and growing our digital presence at 7%, focused on what we didn't have. In 2020, suddenly, we were staying home and growing digital at 70%, learning to be grateful for what we had. In this episode of Banking on Digital Growth, I talk with Sam Kilmer, senior director at Cornerstone Advisors, where he leads the fintech advisory practice working with industry providers, fintechs, and investors. We talked about: - The key element for success in 2021 - Roadblocks that could trip up financial institutions going forward - The philosophy of first principles thinking versus traditional thinking You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Every FinTech uses AI. Some gain competitive advantage. Others solve old problems in new ways. All see better results than their non-AI competitors. FinTechs are creating the future. Yet most banks and credit unions aren't even thinking about AI. Why is that? In this episode of Banking on Digital Growth, I talk with Kirk Drake, president and CEO of Ongoing Operations and author of CU 2.0: A Guide for Credit Unions Competing in the Digital Age. We talked about: Why you need to disconnect from your perception of reality to embrace change How fast AI is going to disrupt everything The opportunities AI presents to financial brands You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Does love have a place in the world of modern banking? While it might seem like the immediate answer is “no,” what if unconditional love and mutual respect were at the heart of every bank’s purpose? In this episode of Banking on Digital Growth, I chat about this concept with Kerry-Ann Betton Simpson, the Chief Marketing Officer at the JMMB Group of Jamaica. I talk about: Why love and respect should be at the heart of everything that you do Why the employee experience is just as important, if not more so, than the customer experience Helping everybody both in your company and outside, realize the greatness that lies within them You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

Today, we're to go inside digital growth and continue the fireside chat conversation I started in Episode 59 with Joe Welu, CEO of Total Expert. This time, Sam Kilmer, Senior Director at Cornerstone Advisors, also joins us. We discuss solutions to common obstacles along with best practices from industry leaders to help you build a foundation for future success. Joe, Sam, and I talk about: - The evolution of sales from a hard-sell to a learning-first model - What it means that we're moving into an expertise economy - When the size of your financial institution matters and when it doesn't You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Physical or digital? Human or bot? Technology or customer experience? These questions pose a dangerous false dichotomy for financial institutions. A sustainable competitive advantage over time emerges from people — human beings — who can pull together a technologically-driven solution drawn from disparate sources. In this episode of Banking on Digital Growth, I talk with Matt Monge, the brand and marketing agency director for On the Mark Strategies. Matt helps financial brands be more human, particularly in the post-COVID digital world. We talked about: The difference between employee experience and employee engagement Where people are getting stuck in digital transformation How to create a competitive advantage for your financial brand You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

In this episode of Banking on Digital Growth, we go inside digital growth as I share my recent conversation with Joe Welu, CEO of Total Expert, during a Fireside Chat hosted by The Financial Brand. Joe asked me good questions about what digital growth really is, the need to define digital consumer journeys, and how to maximize growth and build trust through technology. Here's what we talked about: How COVID-19 has changed the way banks and credit unions are doing business What the digital journey has in common with a Shel Silverstein poem How to unpack the acronyms from my book You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

We want to whip out the digital growth checklist in 2021:  Online banking - check Mobile banking - check Tech tools - check  But nothing's happening. Why?  Because we still hold a legacy mindset.   In this episode of Banking on Digital Growth, Ron Shevlin, director of research at Cornerstone Advisors and senior contributor at Forbes, joins me to discuss how to prioritize the digital mindset.  Here's what Ron and I talked about:  Why financial brands fall behind even when they have top technology How traditional incumbent financial brands can capture the digital market Ron's views on financial health scores The one thing we should focus on in 2021  You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

We struggled to make progress in 2020 thanks to COVID. Where should we focus our digital growth efforts and energy in 2021? In this episode of Banking on Digital Growth, I answered this question from Mark, CEO for a community financial brand in the south. Here's what I had to say: Learn the three Rs for digital growth in 2021 Discover the three key elements to help you leap ahead and see the future you want to create Remember my top 12 trends and predictions opportunities for 2020 and beyond You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

When’s the last time you went into a bank to pay bills?  Even if that’s your preferred method of payment, the pandemic has probably brought it to a screeching halt.  In this Exponential Insights episode of Banking On Digital Growth, James Robert Lay chats with Blip co-founders, Michael Bank and Seth Fenster, about improving payments UX. They also discuss…   How accelerated digital transformation has affected financial institutions Ways banks can appeal to the digitally native consumer How Blip helps financial institutions improve customer experiences  You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

What are the top digital marketing and sales trends for banks and credit unions in 2021?  That question came to me from Marilyn, a VP of Marketing for a financial brand on the east coast.  I answered Marilyn's question and reflected on where we've been over the last 9-10 months on this episode of Banking on Digital Growth.  Here's what I talked about:  The top 12 digital marketing and sales trends for 2021 What I got right (and wrong) about my projections for 2020 And why the best is yet to come You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

We saw five years of progress during the last eight months of 2020 as an industry. We didn't mean to, but it happened anyway. What do you need to make that kind of progress in your own personal digital journey? On this episode of Banking on Digital Growth, I chatted with Kara Yaquinta, content strategist at Tropical Financial Credit Union. We discussed her remarkable digital journey and how she's helping lead her institution forward. Kara and I talk about: Getting the right message to the right people at the right time Why financial coaching is the next big thing for brands The role culture plays on the digital growth journey You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

What have been COVID's greatest effects on digital transformation? Brett King, guest editor for the FinTech Times, asked me that question on LinkedIn. I answer Brett's question and share why COVID isn't the end of the road for FinTechs on this episode of Banking on Digital Growth. Here's what I discuss: How COVID has exposed experience and communication capability gaps for incumbent financial brands Opportunities that COVID creates for FinTech collaboration The future COVID offers us all You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

We all like buying new things; it’s human nature.   We know we shouldn’t spend frivolously — but we do anyway.   Why can’t saving money be as fun as spending it?   That’s the question that led Ben Soppitt, Founder and CEO at Unifimoney, to create a financial product that motivates people to save.   What we talked about: How young affluent professionals are being gouged by traditional banks Why poor financial habits are caused by lack of motivation, not lack of infrastructure How Unifimoney makes finance fun  You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Business leaders haven't figured out how to have productive, meaningful conversations with high-value individuals online. They still think LinkedIn is a pipe you can shove a marketing message down. In fact, it's another place to make friends. In this episode of Banking on Digital Growth, I talk with Jay Pater, Chief Engagement Officer at Jay Pater Social Advisory, about humanizing the digital experience. Jay and I discuss: Challenges financial brands face when humanizing the digital experience Building local relationships in a digital world The future of influencer marketing and how to maintain those influencer relationships How to strike a healthy balance between the digital world and the physical world You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

On this episode of Banking on Digital Growth, we continue our Digital Growth Journey series, as we talk with Jonathan Clay, the Digital Marketing Associate at Louisiana Federal Credit Union. Jonathan and his team are relentlessly focused on two things: People and purpose. In this episode, we talk all about: Why every team member is required to have a “What’s my why?” story. How a brand-new process allowed them to close 74 additional loans, and why that process nearly came to a halt. How the “pre-app” process is allowing them to get to know their customers better than ever before. Why perfection is often the enemy of progress, and what Jonathan and his team are doing to combat that mindset. You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

As we navigate through the COVID-19 pandemic, more and more financial institutions are going to be working with slimmer budgets. We can no longer count on doing things like they’ve always been done, and adaptability is the name of the game. But what does that mean for smaller banking institutions, who may not have the marketing budgets of the big banks? How can you leverage your resources and compete with the big banks when you’re operating on a limited marketing budget? On this episode of Banking on Digital Growth, I sit down with a conversation with Jim Ruse, founder and CEO of the Digital Growth Institute, for a discussion around: The four types of content to think about as a financial brand The biggest barrier to success when it comes to content marketing Why understanding the hero’s journey is crucial to getting content marketing nailed How content marketing can empower both community financial brands, as well as regional banks, to compete with the big banks. You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Are you stuck in the cave of complacency? It may feel safe and secure. But it's a deadly place to hide especially given the exponential factors we're dealing with in this new, post-COVID world. No matter what happens in the world, you have to keep making progress along your digital growth journey. In this episode of Banking on Digital Growth, I talk with Mina Worthington, President/CEO at Solarity Credit Union, about building a bigger, better, and brighter future in banking. Mina and I discuss: How vision sets the tone for any financial brand on a digital journey Mastering the lead conversion ecosystem The way to get results without spending a fortune on digital marketing strategies You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

The pandemic has created an opportunity. Financial brands, which had been moving toward a digital-first approach at a snail's pace, have suddenly hit the fast-forward button. Now we have to work on making products and services easier with digitalization. What will leadership look like in this new digital and post-pandemic world? In this episode of Banking on Digital Growth, I talk with Rich Jones, president and principal at Leading2Leadership, about leadership in a post-COVID, digital-first world. Rich and I discuss: Why leadership does not belong to a chosen few The role of culture in digital growth The one thing a financial brand must commit to do in the next 12-18 months You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

You've thought about your financial brand's purpose and your culture because as the ancient wisdom says, without purpose — without vision — you have no future. You need a future because we're not going back to the way things were pre-pandemic. But how can you create purpose and culture for the digital world we're entering? In this episode of Banking on Digital Growth, I talk with James Carbary, founder of Sweet Fish Media, about education, empowerment, and elevation as we build digital teams for the future. James and I discuss: How to value relationships over transactions when you're working digitally The core definition of digital growth Why the best sales and marketing pros will transform into micro-media teams You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

During the pandemic, we should ask our customers three questions: How can we make sure you feel comfortable? How can we help your neighbor? How can we help your business partner? Our goal is to bring those resources to everybody through our online content. In this episode of Banking on Digital Growth, I talk with Lynne Jarman-Johnson, chief marketing officer at Consumers Credit Union, about how to create servant-oriented content. Lynne and I discuss: How to offer empathy through digital content Why our best solutions are our simplest What needs to happen right now for financial brands to make progress along their digital growth journeys You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

The first two questions we ask a prospective customer are: Do you feel like you can trust this institution? How does what you're looking at on the website make you feel? Financial brands that use stock photography almost inevitably raise a red flag. Yet about 9 in 10 financial brand websites show at least one stock photo. In this episode of Banking on Digital Growth, I talk with Andy Janning, president and CEO at NO NET Solutions, about the role of images in financial brand storytelling. Andy and I discuss: Why it's important to have a conversation around imagery How images, pictures, and videos communicate empathy The critical value of taking action on imagery in financial brand storytelling You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Marketing sees the value of digital, but sales culture can be heavily entrenched around the branches. How can we begin to bridge the gap between marketing and sales teams? In this episode of Banking on Digital Growth, I answer this question from Tyler, a marketing director for a bank in the Midwest. I talk about: Why financial brand CEOs don't trust marketers and marketing teams How chief marketing officers are transforming their role into chief growth officers Why marketing teams need to hold themselves to higher standards You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Purpose can power your financial brand. But your purpose is fragile if it's not backed up by process and by proof. On this episode of Banking on Digital Growth, I continued our earlier conversation about the idea of banking on purpose. This time, we talked about the internal power of purpose. I discussed: Why purpose-driven thinking is key for internal stakeholders The four elements of a purpose statement The story of Aspiration, a purpose-driven financial brand that began in 2015 and has raised $100 million in capital You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

One thing I’ve learned over the years is that people want two things in their personal financial journey: They want help and hope. And more often than not, hope has to come before help. But if your digital marketing consists of only saying you can offer a loan at X%. What hope are you offering? That’s something my guest today, Mia Perez, Chief Administrative Officer at Louisiana Federal Credit Union, learned on her digital growth journey. And unlike others, she had the courage to act on the information. On today’s show, Mia goes over: Why you should have the courage to change what you know isn’t working The importance of taking risks to try new things Why we should admit when we don’t know everything about something newYou can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

One in three Americans loses sleep over financial problems, but they're too embarrassed to talk about it. Yet when financial brands want to know what their customers think, what do they do? Ask them to talk about it. This approach cannot work. In this episode of Banking on Digital Growth, I address three pitfalls of digital focus groups and then provide a clear path to getting insights that create value for your financial brand and the people you serve. I talked about: Why people make the decisions they do when buying financial products How people make those decisions Why focus groups hone in on the wrong things How to uncover the greatest insights for your financial brand You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Can I trust you? That's the question your customers and prospective customers are asking. And you can't answer their question with a broadcast marketing strategy focused on commoditized products. Instead, you have to use the fundamentals of neuroscience and gain access to your customer's reptilian brain. I share my thoughts on how to do that in this episode of Banking on Digital Growth. I talked about: The three levels of connection in all human relationships The two ways you build trust How to use neuroscience to increase customer loyalty to your financial brand You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Twelve years ago, Yury Nabokov arrived in the U.S. from Russia. He wore a backpack and had less than $500 in his pocket. Today, he's building Fast Forward, a platform for an online growth summit. I wanted to know what he'd learned in the last dozen years. So I invited Yury Nabokov, assistant vice president of customer experience & digital marketing strategy at Machias Savings Bank in Portland, ME, to join me on this episode of Banking on Digital Growth. Here's what Yury and I discussed: What's exciting about the post-COVID landscape Yury's personal story and the idea of transformation How he developed the Fast Forward platform Yury's best recommendations for financial brand marketers over the next 12 months You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

How can content marketing help community banks and credit unions compete with the big banks? Lauren asked that question, and I answered it on this episode of the Banking on Digital podcast. There is no better way to get close with your prospective account holders in a digital world than through content, and there's no better way to retain account holders in a digital world than through content and community institutions. I talked about: What a digital community is and how to build one How the acronym ALL (Ask, Listen, Learn) can help you go all in on your digital marketing Why small, focused institutions can build communities faster than big banks You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Most financial brands know they need a vision statement.  But vision isn’t the same thing as purpose.  And if you don’t learn the difference, it’ll cost you.  In this episode, I explain: The difference between vision and purpose What to do to bridge the digital experience gap Why conscious capitalism is the path forward You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

As financial brand leaders, it's important that we maintain a positive mindset during times of chaos and crisis. We have to lead with courage because courage is contagious. On this episode of Banking on Digital Growth, Amy McGraw, vp marketing and chief experience officer at Tropical Financial Credit Union, joins me to talk about keeping a positive mindset during dynamic times. Here's what Amy and I discussed: Defining a purpose that transcends dollars and cents Seven stages of transformation on the digital growth journey Escaping the circle of chaos through a unifying idea The one thing Amy recommends to all financial brand leaders You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

On this episode of the Banking on Digital podcast, I answer a question from Monica, the chief operating officer at a financial brand in the southwest.  Monica asked, "What are the biggest challenges to growth, profitability and even future existence faced by community financial institutions? And what are the opportunities you see when it comes to potential?" Here's what I discussed in my answer: How to position your brand digitally beyond promoting commoditized products The digital lead generation gap The democratization of financial services The value of a personalized financial coaching program You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

You're committed to helping others create a bigger, better, and brighter future. How do I know? Because you're driven by a purpose. You put transformation of people over the transaction of dollars and cents. Purpose-driven brands are outperforming traditional ones, and that's what this episode of the Banking on Digital podcast is all about. On this episode, I shared insights from my best-selling book Banking on Digital Growth: The Strategic Marketing Manifesto to Transform Financial Brands. I talked about: How TOMS built a business around a purpose and then forgot it Why banking on purpose is an accelerant for future digital growth And how Bombas has replaced TOMS as the purpose-driven brand for banks and credit unions to emulate You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

You may have heard of the 4 P’s of marketing. Person, place, price, and promotion. Well, in today’s marketing world, these are meaningless. It’s time we start focusing on the 4 C’s of marketing. In today’s Digital Growth Journey Series episode, I speak with John Oxford, Director of Marketing at Renasant Bank and author of No More Next Time, about how financial brand marketing needs to adapt to the modern — and post-COVID — era. We discuss: Why the 4 C’s are replacing the 4 P’s in modern marketing Why now is the best time for digital growth Why today’s marketing requires risk and aggressiveness You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

I predicted the demise of digital ads three years ago. And I was right. Recent changes to Google's ad policy have added restrictions around targeting, and the federal government is cracking down harder on big tech. In light of all that, are digital ads still worth it? On this episode of the Banking on Digital podcast, I answered a question from Michael about digital ads — the industry's dirty little secret. I talked about: Why the coming cookie apocalypse will change the ad landscape for financial brands Two things you can do to stay on top of Google Ads' new policy What will replace ads in the digital marketer's toolbox You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

What’s your financial brand’s purpose? Purpose guides and gains support for your digital growth…  But be warned, straying too far from it could lead to ruin. Just look at what happened to Tom’s Shoes. In the latest episode of Banking on Digital Growth, I take a look at why purpose is the bulwark standing between your brand and the sterile commoditization that can destroy it.  I go over: -How commoditization led to the downfall of Tom’s Shoes -How to avoid the same fate for your financial brand -How to get back to (or begin) banking on purpose You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

This is your brain on change. And it's not pretty. Our brains love the status quo. During COVID, however, there's no more status quo. Banks and credit unions are forced to shift into digital offerings and electronic notaries. Staff members are working from home. Our brain circuits are overloaded. On this episode of the Banking on Digital podcast, Melina Palmer, founder and CEO of The Brainy Business and host of the Brainy Business podcast, talked about how to use your brain to cope with change. We discussed: -How financial brand marketing teams can tell a story of hope -Ways financial brands can escape from fear-based thinking in a crisis -Why behavioral economics increases savings You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

What’s the one thing I can start doing to generate more loans and deposits? It’s a good question. But here’s a better one to ask:   What are all the things I can stop doing?  Because, when it comes to digital growth, less is more.  In this episode, I cover: -Why you should replace your to-do list with a don’t-do list -The 5 ways to identify activities to remove -Why saying yes leads to being busy, not future success You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

We're living in the midst of the fourth industrial revolution, The Age of AI. In this age, we'll see a massive shift towards one-to-one messaging. The financial brands that excel will be the ones that can communicate at scale through a one-to-one perspective. On this 27th episode of the Banking on Digital podcast, host James Robert Lay shares insights about banking in the age of AI from his bestselling book, Banking on Digital Growth: The Strategic Marketing Manifesto to Transform Financial Brands. James discusses: -The 3 things that happen when we think about a digital experience -The 4 key areas of focus in the future -What the future of banking will be about when it's not about dollars and cents You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

You can't predict the future. But as Warren Buffett said, "Twenty years from now, everything's gonna be better than it has ever been." In times like these, how do we adapt to hard, fast change in a way that creates a positive future for ourselves and our families? On this episode of the Banking on Digital podcast, Dr. Benjamin Hardy, father of five and author of Personality Isn't Permanent, talked about how to adapt to hard, fast change. We discuss: -Why you need a future that gives your life purpose -The reason personality tests are a terrible way to hire -The process of imagination and decision making You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

We keep talking about data in marketing.  But we don't really do anything with it because we have more of it than we can handle.  How do we demystify the data? On this Silver Jubilee episode of the Banking on Digital podcast, host James Robert Lay answers this question about data from Justin, marketing director at a bank in South Dakota. We discuss: -The 4 gears of the digital growth engine -The 2 primary categories of big data -Thick data -Digital empathy You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

When it comes to digital transformation…  If you’re stuck in the past, you’re going to get left behind.  It’s survival of the fittest for financial brands.  In this episode of the By the Book series, I’m covering Digital Darwinism and what it takes to avoid being trapped on the wrong side of the digital divide. You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

It’s hard to ignore the fact that we’re sliding into a recession. And your financial brand’s members will be impacted.  How can you help in the midst of unprecedented times?  In today’s episode, Anne Legg, Founder at THRIVE Strategic Services, shares the top actions financial brands can take to navigate these turbulent times.  We discuss: -Innovation in a crisis -The 4 problems you need to solve for customers -Human-Centered Design You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

As someone who has tried to run a marathon without training… Believe me when I say, it’s not going to work.  Your digital growth journey is like a marathon and you need to prepare. And it starts with 3 steps.  In the latest episode, I field a question from Melissa, a CMO in Kentucky overwhelmed by digital transformation.  With so many areas of concern, she doesn’t know where to even begin and wonders if she should just dive in.  In this episode, I go over the right way to prepare for a digital growth marathon.  You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Is your financial brand stuck in the present moment? Too afraid of risk? Of loss? If you don’t think strategically about your future… You’ll get left in the past.  In the latest By the Book episode, I explain how the natural risk-aversion of financial brands prevents actually becomes a liability in the future.  You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

The pandemic has given us a chance we never get in this fast-paced world.  “The Great Pause” A once-in-a-lifetime chance to stop and assess what we’re doing.  Samantha Paxson, Executive Vice President/Chief Experience Officer at CO-OP Financial Services, says your financial brand should take advantage of it.  She joins me in today’s episode and we discuss: -The Great Pause and why it’s the best time for transformation -How to build trust with your customers -How to increase engagement and, ultimately, market share in this time You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

You’ve seen the value of digital growth…  But maybe your team hasn’t. How can you convince them? That’s the question I’m answering for Cynthia, a digital marketing manager from Wisconsin, in this episode of Inside Digital Growth. In the episode, I explain: -The four fears standing between your team and its digital transformation goals -Why we keep doing things “the way they’ve always been done” -Why digital growth requires personal digital boundaries Check out these resources I mentioned during the podcast: -www.goaskjr.com You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Some of you are old enough to remember CDs, right? You know, those $15 frisbees we used to get music on? Well, your financial brand can learn a lot from their decline.  In today’s By the Book episode, I take a look at the 3 Ds of digital disruption and how to find opportunities in the chaos of the digital revolution. In this episode, I explain: -What we can learn from the disruption in the music and film industries. -How my youthful indiscretions prove there are always opportunities in times of technological upheaval -How to position your financial brand to take advantage of these opportunities You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

There’s a lot of unease about marketing in the COVID-19 world. But there really shouldn’t be.  Content is king. It always has been.  And your financial brand should be doubling down on it right now.  To find out how, I invited Michael Bertini, Online Marketing Consultant & Search Strategies at iQuanti, onto this episode to share his insights into the content strategies that really work.  We discuss: -Why content is still king -How to implement an agile content strategy (hint: freelancers) -Why there are no tricks, secret sauces or golden eggs You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Do you know when and where your leads are converting? If you don’t, it’s like you’re flying blind.  And when you fly blind, sooner or later, you’re going to crash. But, don’t worry, there’s a way to light the path ahead. On today’s Digital Growth Series, I field a question from Brad, Vice President for a Financial Brand in California. How do we track ROI from the moment a person first sees an ad to when the loan closes? You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Since my book came out, I keep hearing the same question. Why call it a manifesto? A manifesto is a public declaration of intent…  And I intend to transform financial brands’ strategic marketing everywhere.  In this episode, I explain: -Why I chose to call my book a “manifesto” -The 3 people I wanted to help most -The 12 proclamations to guide your digital growth journey You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Not too long ago ATMs were poised to end bank teller jobs… But they ended up creating more.  With a history of failed predictions like this, how do you prepare for the ever-changing future of work?  In this episode, I catch up with Jon Ogden, Head of Strategic Content at MX, and he shares 3 steps every financial brand can take to future-proof their business…  No crystal ball required.   Jon explained: -The history of failed predictions concerning the future of work -The 3 steps you need to take to prepare for the future of work -Specific areas financial brands should focus their attention on You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

This week, I’m fielding a question from Jesse in Ohio… But I’m sure many of you have the same question: “What’s the best way to market in uncertain times when it doesn’t feel right to do a hard push for our products?” Well, if you are wondering the same thing, let me ask you something. Has it ever been the right time for the hard push?  In this episode, I go over: -Why the hard sell doesn’t work in a post-COVID (or any) world -A 5-step digital communication strategy that works -3 things to remember when it comes to marketing in uncertain times You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

The most important element of digital growth is not technology.  It’s not sales. It’s not marketing.  In fact, it’s something ancient. Something that’s missing in almost every conversation that happens in every boardroom across the country.  Humanity.  I’ve talked before about how you can generate 10X more loans & deposits. But 10x growth is only made possible through 10X thinking.  And any digital growth strategy that doesn’t place human connection at its heart is at best only half of a strategy.  I’m James Robert Lay, CEO of Digital Growth Institute and author of Banking on Digital Growth,  What I talk about:-Why only 15-20% of financial brands are “Digital Haves”  -The secret to digital growth that is missing from most conversations -How to take your marketing team from underestimate to invaluable -Why digital growth is about so much more than marketing and sales technology This episode is hosted by James Robert Lay  Founder and CEO at Digital Growth Institute You can find this interview, and many more, by subscribing to the Banking on Digital Growth on Apple Podcasts, Stitcher on Spotify, Google Play or here.

Financial brands tend to try to appeal to logic in their marketing.  I get it, money is a huge practical concern, so it makes sense. But in reality, there is nothing more emotional. If your marketing doesn’t consider that, then you need to learn more about mindstates. And there’s no better teacher than my latest guest, Will Leach, CEO of TriggerPoint Design, a behavioral research and design consultancy.  His book, “Marketing to Mindstates,” lays out the case for why you need to apply behavior design to research and marketing if you want to thrive in today’s complex world.  Will went over: -Why today’s marketing landscape is all about context -How mindstates have shifted under COVID-19 -How financial brands can directly employ mindstates in their strategy You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

It’s well past time to merge digital and human experiences. I’ve been saying it for years, but social distancing proved it.  It proved how, too. Face-to-face interactions through video.  On the latest episode of Banking on Digital Growth, I cover why face-to-face interaction, even remotely, is more important now than ever.  Things are starting to open up. But it will be some time before the world returns to normal.  And some things, like video communication, never will.  In today’s episode, I explain: -Why our new video habits are here to stay -Why you need to adapt to the new societal norms -5 ways you can start using video today Check out these financial brands we mentioned in today’s episode who are nailing video communication: -Louisana Federal Credit Union -Citizens Bank of Edmond -Canvass Credit Union You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

What if you could generate 10x more loans and deposits by asking 3 questions? (Caveat: They’re hard questions about fear and uncertainty.) You’d still give it a try, right? Especially in the post-COVID-19 world, insights from Banking on Digital Growth have the power to supercharge your growth potential. I’m James Robert Lay, CEO of Digital Growth Institute and author of Banking on Digital Growth, excited to share with you 3 questions that will supercharge your digital growth strategy. What I talk about: -If you’re the hero of your narrative, you’re doing it wrong -Why the soft skills of empathy and EQ matter more in digital now than ever -Up until now, if you’ve only dabbled in digital it’s probably because you’re afraid -3 hard questions about your digital growth plan   This episode is hosted by James Robert Lay  Founder and CEO at Digital Growth Institute You can find this interview, and many more, by subscribing to the Banking on Digital Growth on Apple Podcasts, Stitcher on Spotify, Google Play or here.

A life in hospitality prepared my guest, Seth Siegel-Gardner Chef and Owner of Para Llevar, for a creative life where thinking on your feet in a chaotic environment is a valuable asset.   In a post-Covid 19 world, everyone from the hospitality industry, to mom and pop shops,  most of the local businesses in our communities are being forced to adapt and pivot into entirely new business models or face shutting their doors. Your financial brand can help if you also adapt and pivot towards your community. What we talked about: -The role of community banks and credit unions in support of their communities -Small businesses are facing unprecedented challenges -The need for fluidity and ingenuity in a post-Covid 19 world This episode is hosted by James Robert Lay  Founder and CEO at Digital Growth Institute You can find this interview, and many more, by subscribing to the Banking on Digital Growth on Apple Podcasts, Stitcher on Spotify, Google Play or here.

These are challenging times for all of us.  Unemployment numbers are devastating.  Your account holders’ finances very well may be affected, as they struggle to adapt to a Post-Covid world. People are going to remember how you treat them during this time of their greatest need.  What strategies do you have in place to connect with your customers as they adjust to life after Covid-19? Help them along their financial journey with empathy and hope by implementing a few key changes! What we talked about:-The stresses customers are under in a post-Covid world -Adding a few simple items to your marketing plan can make a big impact -Opportunities for your financial brand to help and inspire hope Resources:-The Five Stages of Grief: An Examination of the Kubler-Ross Model   -The 8-Step Process for Leading Change   This episode is hosted by James Robert Lay  Founder and CEO at Digital Growth Institute You can find this interview, and many more, by subscribing to the Banking on Digital Growth on Apple Podcasts, Stitcher on Spotify, Google Play or here.

87% of Americans reported experiencing "high" or "moderate" levels of anxiety in connection to money in a survey conducted by Northwestern Mutual. And that was before COVID19. Consumers have had to adapt to a new existence, where they conduct all of their day-to-day activities from home.  The pandemic has accelerated the need for people to adopt a completely digital-based lifestyle at breakneck speed.  People are sheltered. People are scared. And people are still stressed about their finances. Now perhaps more than ever.  Are traditional banks and credit unions seeing an opportunity to fill a new and emerging consumer need?  Sadly, from what I am observing, the answer is mainly no. Developing modern marketing & sales strategies to reflect the pain of financial stress post-pandemic is going to be a must for financial brands.  Some of the things I unpack in this episode: -How consumers feel about money directly influences more than you may think -Branch centric banking is dead -Financial brands have an opportunity to rocket forward right now -“Dabbling in digital” isn’t going to cut it. -How you can be the guide in the financial stories of others This episode is hosted by James Robert Lay  Founder and CEO at Digital Growth Institute You can listen to this episode on Apple Podcasts, on Spotify, or here.

In today’s episode, I talked to Founder and Executive Chairman of Moven, Brett King, to discuss the evolving role of AI in finance as the world is impacted by pandemic.  We dive into this topic by revisiting how the banking industry answered the call for modernization as technology soared in 2012, looking at ways for financial brands to once again adapt as individuals and businesses learn to navigate a Covid-19 world. I share insights into the evolving structure solutions financial brands will be contemplating as the demand for off-site banking develops in an uncertain time. The key insights in this episode, include: -The past and current state of digital banking -How AI will bolster the banking industry in a Covid19 world  -Brett King’s upcoming book, “The Rise of Techno Socialism” This episode is hosted by James Robert Lay  Founder and CEO at Digital Growth Institute You can find this interview, and many more, by subscribing to the Banking on Digital Growth on Apple Podcasts, Stitcher on Spotify, Google Play or here.

What can we do moving forward to effectively break free from the confusion and chaos of the Covid-19 crisis? How can financial brands  move forward and guide people in the communities they serve with confidence in this brave new world?  In this episode I think through the question on everyone’s mind right now. What should we do next? How do we move forward with confidence in a post-COVID-19 world? Plus we take a look at a key strategic lesson I’ve learned from watching one of my kids favorite movies (Frozen 2). The key insights I share in this episode, include: -Guiding others in a time of confusion and chaos  -Tips for how to open a dialogue with account holders in a new way -How important courage is. Now, more than ever. You can find this podcast, and many more, by subscribing to the Banking on Digital Growth podcast on Apple Podcasts, Stitcher on Spotify, Google Play or here.

In 2010, Google calculated the number of books ever published to be an impressive 130M.    So, the question is: Does the world really need another book?  Specifically, does it need another marketing book? It’s a question I grappled with while writing my upcoming book “Banking on Digital Growth,” well before COVID-19 hit. Ultimately, I realized I needed to write it to help financial brands unlock the secrets of digital growth.  In today’s episode, I explain why it’s even more important now. You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Has anyone ever pushed you into a cold lake you were too scared to jump into? Once you get over the initial shock, you find yourself happy to be in the water.  Well, COVID-19 has pushed people into new financial waters — and they’re already getting over the shock.  At least, that’s how my guest, Jim Marous, Host of the Banking Transformed Podcast, sees our current situation. I sat down — remotely, of course — to learn why he believes the “new normal” we’ve adapted to will eventually just become, well... normal.  We went over: -Why your adaptability quotient trumps EQ or IQ -Why the changes brought by COVID-19 are here to stay -Why now is the best time to try something new You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Today, I’m going to answer a simple question: What is digital growth? Only, I’ve answered this question before, in another version of this podcast. A version recorded before COVID-19. I’m James Robert Lay, CEO of Digital Growth Institute and host of Banking on Digital Growth.  In the past few months, we’ve all had to learn to do things differently. And this podcast is no exception. In fact, we recorded 10 episodes before the crisis began.  But then we hit the pause button on the launch and started over.  It’s not that digital growth changed, just the context.  In this episode, I go over: -Why there is so much confusion over digital growth for financial brands -How the current crisis is making digital growth more important than ever -Our definition of digital growth for banks and credit unions -What to expect in the future You can find this interview, and many more, by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

The financial industry is rapidly changing and the traditional growth models no longer work.   Consumers make purchasing decisions before ever walking into a physical branch — if they even do at all.   The competition is changing, too. Mobile banking and digital lending have already taken over.  That can leave some financial marketers and sales teams scratching their heads in confusion and frustration.  That’s why I started the #BankingOnDigitalGrowth podcast: To help simplify their lives.   I’m James Robert Lay, CEO of Digital Growth Institute, and I’m on a mission to elevate the entire industry into a successful pathway for digital growth.   In this episode, I discuss what’s in store for listeners in upcoming episodes, including:   Insights and proven ideas (that actually work) to promote digital growth  My personal journey and tips from my upcoming book, Banking on Digital Growth  Interviews with leading fintech, martech and sales tech leaders that glean lessons from their digital growth journeys   As a bonus, you’ll also find out how my college punk band kick-started my personal journey in digital growth (and, yes, my marriage).   To find out why and be the first to hear upcoming episodes, subscribe to Banking on Digital Growth wherever you get your podcasts. For questions or topics you’d like to see covered, feel free to reach out to me on LinkedIn or email me at [email protected]