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Banking on Digital Growth

English, Finance, 1 seasons, 380 episodes, 2 days 7 hours 46 minutes
About
If you’re part of a financial brand marketing, sales, or leadership team, you know the entire industry is in the midst of exponential change fueled by new technologies. Consumers now make purchase decisions long before they walk into a physical branch location, if they walk into a branch at all, while mobile banks, digital lenders, and fintechs have transformed traditional growth models rooted in legacy broadcast marketing and branch sales strategies.Get ready to gain practical insights, proven ideas, and empowering inspiration as financial brand marketing and sales leaders, along with the leading digital marketing and sales technology firms, share their stories to help you maximize your digital growth potential here on Banking on Digital Growth.
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376) The Strategy Sprint: Mapping Your Digital Growth Marathon

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,
20/02/202438 minutes 5 seconds
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375) Shaping Financial Futures: The Financial Gym's Coaching Revolution

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 coac
19/02/202441 minutes 33 seconds
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374) From Confusion to Clarity: Optimizing Digital Banking Applications

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 fin
13/02/202439 minutes 10 seconds
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373) Elevating Financial Brand Marketing From Event Planning to Strategic Growth

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 ma
12/02/202415 minutes 36 seconds
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372) Beyond Budgeting: Achieving Balance Through Financial Coaching

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 fu
06/02/202448 minutes 57 seconds
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371) Transforming Member Engagement Through Niche Experiences

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:
05/02/202433 minutes 42 seconds
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370) Digital Growth Strategies: Balancing Internal Alignment with Market Presence

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
30/01/202425 minutes
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369) Getting Financially Naked: Finding Hope Through Financial Coaching

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 subs
29/01/202437 minutes 19 seconds
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368) Financial Inclusion and Future Growth for Financial Brands

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)
23/01/202442 minutes 35 seconds
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367) Banking on Discipline: A Key to Digital Growth

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
22/01/202427 minutes 33 seconds
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366) Saying No to Grow: Strategic Decisions For Financial Brand Marketers

"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)-Lea
16/01/202426 minutes 51 seconds
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365) Aligning Perspectives for Collaborative Growth: Overcoming Organizational Obstacles

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.
15/01/202422 minutes 52 seconds
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364) Beyond Banking: Applying Philosophy in AI, Marketing, and Leadership

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 grow
09/01/202439 minutes 34 seconds
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363) Digital Resilience: Steering a Credit Union Through Crisis, Mergers, and Brand Innovations

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)-Th
08/01/202439 minutes 34 seconds
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362) Breaking Barriers: Embracing AI and Specialization for Marketing Growth

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.
03/01/202416 minutes 18 seconds
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361) Decoding Financial Decisions Through Emotional Market Research

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)-D
02/01/202434 minutes 26 seconds
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360) Transforming Financial Coaching: From Stigma to Strategy

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 <a href="https:/
19/12/202321 minutes 24 seconds
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359) Digital Leadership: Navigating People and Culture

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
18/12/202340 minutes 10 seconds
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358) Empathy and Innovation: Transforming Culture in Financial Services

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: 
12/12/202336 minutes 40 seconds
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357) Financial Brand Marketing: Bridging the Disconnect Between CEOs and CMOs

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 orga
11/12/202340 minutes 55 seconds
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356) Bridging the Digital Empathy Gap in the Financial Industry

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:  -F
05/12/202326 minutes 53 seconds
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355) Transforming Minds: Inspiring Change Within Your Organization

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 huma
04/12/202347 minutes 18 seconds
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354) Navigating Chaos with Clarity: Emotion, Education, and Empowerment in Leadership

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. (
28/11/202340 minutes 6 seconds
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353) Collaborative Learning: The Key to Digital Growth for Banks and Credit Unions

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 &amp; 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.
27/11/202332 minutes 49 seconds
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352) Level Up in the Age of AI: Five Key Trends in Marketing and Sales

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) -Fin
21/11/202328 minutes 18 seconds
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351) Redefining Marketing's Role: Overcoming Perception Gaps for Future Growth

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 t
20/11/202339 minutes 33 seconds
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350) The Future Growth Index: Measuring Adaptability in Uncertain Times

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 'Fu
14/11/202323 minutes 8 seconds
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349) Navigating the Human-AI Intersection in Organizational Leadership

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:</
13/11/202343 minutes 54 seconds
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348) Beyond the Numbers: Data-Driven Growth with a Human Touch

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
07/11/202333 minutes 56 seconds
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347) Digital Money Demystified: The World of Crypto and NFTs

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 an
06/11/202334 minutes 56 seconds
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346) The Fourth Marketing Transformation: Collaborative Growth in the Age of AI

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 d
31/10/202339 minutes 24 seconds
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345) Uncovering Timeless Wisdom: 'The New Agreements in the Workplace'

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<a href="https://www.amazon.com/New-Agreements-Workplace-Releasing-Spirit/d
30/10/202345 minutes 58 seconds
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344) Connecting with Gen Z: Strategies for Financial Brands to Maximize Future Growth

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.
24/10/202339 minutes 38 seconds
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343) Bridging the Gap: How Financial Brands and Fintechs Can Collaborate for Growth

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 col
23/10/202334 minutes 3 seconds
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342) The Real Challenge in AI for Financial Brands: It's People, Not Technology

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) -C
17/10/202341 minutes 41 seconds
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341) Leading in the Digital Age: The Power of Reflection and Intention

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) <
16/10/202337 minutes 19 seconds
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340) Empowering SMBs: The Key to Community Growth with Financial Brands

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 joint
10/10/202325 minutes 59 seconds
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339) From Athlete to Banker: Human Transformation in the Face of Change

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
09/10/202336 minutes 27 seconds
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337) Transcending Financial Stress: Infusing Hope into Your Financial Brand's Narrative

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 shif
03/10/202332 minutes 15 seconds
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338) Blending Continuous Learning and Digital Innovation in the Financial Industry

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
03/10/202338 minutes 24 seconds
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336) Strategy Before Structure: Navigating Future Growth for Your Financial Brand

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 advance
26/09/202332 minutes 44 seconds
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335) Guiding the Real-life Heroes: A Bank for the Military Community

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 futu
25/09/202331 minutes 10 seconds
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334) Unraveling the Real Cost of Hiring and Retaining Employees

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, <a href="https://www.linkedin.com/in/joeycoleman
19/09/202347 minutes 54 seconds
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333) Harnessing Natural Strengths: The Power of the Kolbe Assessment

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 mod
18/09/202333 minutes 10 seconds
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332) Unlocking Growth: How Technology is Changing the Financial Landscape

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
12/09/202343 minutes 6 seconds
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331) Guiding Through Uncertainty: Financial Brands as Beacons of Trust and Assurance

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.</
11/09/202339 minutes 11 seconds
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330) Why Stories Matter More Than Ever in the Age of AI

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 <a hre
05/09/202333 minutes 19 seconds
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329) Digital Trust: Elevating Customer Experience in the Finance Industry

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 <a href="https://podcasts.apple.com/us/podcas
04/09/202331 minutes 41 seconds
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328) Understanding Culture's Influence on Consumer Behavior

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 m
29/08/202337 minutes 44 seconds
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327) Key Lessons from a CMO's Journey to Building a New Financial Brand Website

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 I
28/08/202323 minutes 23 seconds
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326) Empowering Financial Well-Being: Innovations, Partnerships, and Understanding Credit

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, measur
22/08/202328 minutes 32 seconds
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325) Unpacking Gen Z's Financial Mindset: Breaking Money Taboos

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
21/08/202335 minutes 15 seconds
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324) Master the Mind in the Age of AI

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)
15/08/202323 minutes 37 seconds
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323) Unraveling Large Language Models and The Rise of Chat GPT

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, an
14/08/202344 minutes 12 seconds
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322) Elevate Your Digital Empathy With Consumer Personas

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.
08/08/202319 minutes 49 seconds
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321) Demystifying Data: Unlocking the Potential of Your Financial Brand's Digital Real Estate

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 i
07/08/202320 minutes 22 seconds
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320) Risk & Compliance: Transforming the Department of “No” Into “Tell Me More

Financial thought leaders have historically perceived Risk &amp; Compliance as where ideas go to die. But Michelle Prohaska, Chief Risk &amp; Compliance Officer at<a href="https://www.nymbus.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;&quot;&gt; &lt;/span&gt;&lt;span style=&quot;font-size:12pt;font-family:Arial,sans-serif;color:#1155cc;back
01/08/202330 minutes 28 seconds
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319) Master Your Mindset: The Key to Powering Your Digital Growth Engine

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
31/07/202317 minutes 32 seconds
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Marketing Technology Landscape 2023: Maximize Your Tech With a Strategic Framework

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: - <
25/07/202320 minutes 37 seconds
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317) Exploring Growth Opportunities in Small Business and Community Bank Collaboration

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 owne
24/07/202330 minutes 16 seconds
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Building a Revenue-Generating Website For Your Financial Brand

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
18/07/202320 minutes 47 seconds
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Faith versus Fear: Overcoming Fear to Grow Personally and Professionally

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 <a href="https://www.digitalgrowth.com" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:unde
17/07/202350 minutes 12 seconds
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You’re Not Selling Financial Products, You’re Selling Shortcuts

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
11/07/202323 minutes 38 seconds
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Collaborative Banking: Fintech & Financial Institutions Finding Common Ground

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 <a href="https://asa.financial/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-deco
10/07/202328 minutes 45 seconds
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The Paradox of Choice: Too Many Options Leads to Lower Conversions

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 y
04/07/202325 minutes 19 seconds
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Change: How It Looks, How It Feels, and How to Navigate It

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]<
03/07/202330 minutes 17 seconds
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The 5 Pillars: Trust in the Digital Age

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. </p
27/06/202318 minutes 14 seconds
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Compassion Or Confusion: Which Are You Leaving Your Customer With?

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 <a href="https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:trans
26/06/202322 minutes 17 seconds
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Standing Out: Differentiate Your Financial Brand. Effectively.

“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 <a href="https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117" title="&lt;span style=&quot;font-size:12pt;font-fami
20/06/202317 minutes 29 seconds
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Fintech vs. Banks: Are We Really At Odds Or Do We Want The Same Thing

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 th
19/06/202333 minutes 18 seconds
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Mindset & Money: How Does The Way We Think Contribute To Success

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 <a href="https://www.linkedin.com/in/bloomfinancial/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-web
13/06/202334 minutes 43 seconds
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Coaching Through Connection: Human Connection Is The New Coach

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 <a href="https://www.balancepro.org/" title="&lt;span style=&quot;font-size:13pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-
12/06/202342 minutes 54 seconds
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Trust: Shouldn’t It Be The Foundation of Finance?

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 an
06/06/202338 minutes 45 seconds
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Digital Secret Shopping Studies: Stop Giving Your Leads an Excuse to Leave

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 <a href="https://www.digitalgrowth.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-ski
05/06/202342 minutes 28 seconds
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Learning and Doing: A Look at How Change and Transformation Start With the Basics

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 <a href="https://www.linkedin.com/company/ncino-inc-/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;whi
30/05/202340 minutes 42 seconds
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Empathy: Why Is It Pivotal for Moving Forward in Finance?

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.
29/05/202335 minutes 30 seconds
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Give Them Hope: Why Financial Podcasts Are the Modern-Day Public Square

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:</
23/05/202336 minutes 33 seconds
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The Horse Listener: Enabling Abstract Thinking Through Active Listening

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 <a href="https://seedspark.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;ver
22/05/202333 minutes 36 seconds
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Know Thyself: How Financial Leaders Can Leverage Conative Self-Awareness

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, <a href="https://www.linkedin.com/in/rossslater/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-vari
16/05/202345 minutes 49 seconds
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Sell From the Subconscious: Removing Friction With Neuromarketing

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 <a href="https://www.rogerdooley.com/books/brainfluence/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight
15/05/202337 minutes
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Stop Scaling Mediocrity: Curating Confidence Through Video in the Age of AI

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 <a href="https://bombbomb.com/?utm_medium=social&amp;utm_source=linkedin&amp;utm_campaign=Social_Pages" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-
09/05/202346 minutes 1 second
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The Path to 100: Financial Wellbeing in a Longevity Contingency Plan

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 <a href="https://myvelocity.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;backgro
08/05/202342 minutes 58 seconds
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Citizenship Leads to Ownership: Finding Community in a Networked World

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 <a href="https://www.pennypower.co.uk/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-tex
02/05/202345 minutes 1 second
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When the W2 Loses Its Shine: Shifting Mindset by Firing Your Old Self

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 <a href="https://coolchangepodcast.com/podcast" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:italic;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none
01/05/202336 minutes 10 seconds
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Components of Growth: Empathy, Patience, and Presence

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 &amp; <a href="https://www.linkedin.com/in/fujiwarapm/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-deco
25/04/202344 minutes 30 seconds
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Components of Growth: Empathy, Patience, and Presence

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 &amp; <a href="https://www.linkedin.com/in/fujiwarapm/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoratio
25/04/202344 minutes 30 seconds
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Blockchain and NFTs: Build Ecstatic Engagement With Your Target Community

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 <a href="https://thegloballeaderscollective.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;white-spac
24/04/202336 minutes 44 seconds
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Think Less Like a Bank, More Like a Starbucks: Stopping Deposit Fragmentation

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 <a href="https://totalexpert.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;white-spac
18/04/202331 minutes 32 seconds
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Unlocking Human Potential: Fintech Growth Opportunities in Niche Markets

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 <a href="https://praxent.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;white-space:pre;white-space:
17/04/202344 minutes 24 seconds
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Stop Pouting, Start Progressing: An Underdog Story of Transformational Growth

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 <a href="https://www.finotta.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-w
11/04/202336 minutes 59 seconds
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Alliances and AI: Transformative Collaboration in Community Financial Brands

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 <a href="https://www.apiture.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:
10/04/202336 minutes 52 seconds
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No Point B: Exponential Change, Unlearning Old Habits, and Self-Reflection

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 <a href="https://18coffees.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text
04/04/202340 minutes 51 seconds
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Embedded Finance: Creating New Revenue Streams With Super Apps

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 administrati
03/04/202332 minutes 32 seconds
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A Product Mindset: Going from Legacy to Agile Banking

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 <a href="https://www.3pillarglobal.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:norm
28/03/202339 minutes 56 seconds
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Starting from Within: The Personal Growth Journey to Digital Transformation

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, <a href="https://www.linkedin.com/in/jeffery-kendall-5967234/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weig
27/03/202338 minutes 34 seconds
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Data and Analytics: A Personalized Digital Experience Done Right

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 b
21/03/202331 minutes 49 seconds
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Lending Growth: Find the Sweet Spot in Culture and Automation

Despite mountains of data at their disposal, banks and credit unions constantly fumble lending growth opportunities. Gary Lewis, Managing Director of Lending &amp; Deposit Solutions at <a href="https://www.jackhenry.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;&quot;&gt;Jack Henry &amp;amp; Associates&lt;/span&gt
20/03/202329 minutes 18 seconds
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The Magic in Machine Learning: Augment Your Lending and Compliance Processes

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
14/03/202337 minutes 8 seconds
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Happiness Works: The Importance of Narrative Storytelling in the Age of AI

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 <a href="https://www.angelamoonan.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:b
13/03/202339 minutes 13 seconds
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Direct Mail Marketing: Why the Mailbox is the New Inbox

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 <a href="https://postie.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;white-space:pre;white-spa
07/03/202339 minutes 54 seconds
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Embedded Finance and Fintech: Provide a Frictionless Delight

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 <a href="https://www.justifi.ai/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;tex
06/03/202339 minutes 57 seconds
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Digital Onboarding: Communication Keeps Customers

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 <a href="https://www.digitalonboarding.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;whi
28/02/202339 minutes 36 seconds
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Why Community Financial Brands Are Falling Behind: The Danger of the Status Quo

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 <a href="https://www.kasasa.com/offer-kasasa" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-sty
27/02/202334 minutes 52 seconds
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Finding the Cure for Workaholism — Personal Transformation From the Inside Out

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 <a href="https://peggyvandeplassche.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#11
21/02/202339 minutes 29 seconds
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Brands Sell, People Tell: Why Your Audience Craves Influencer Marketing

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 <a href="https://www.fintelconnect.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-we
20/02/202331 minutes 10 seconds
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No-Fail Communication: Getting Comfortable With Digital Dialogues

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 <a href="https://www.digitalgrowth.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;ver
14/02/202349 minutes 33 seconds
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The Big Lie: Financial Inclusion in a Digital Platform Economy

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 <a href="https://www.theasianbanker.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;white-space:pre;white-spa
13/02/202342 minutes 47 seconds
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The Human Narrative in Technology: A Digital-Traditional Collaboration

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 <a href="https://www.bper.it/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;wh
07/02/202336 minutes 58 seconds
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Give Them the Why: The New Age of Millennial Leadership in Finance

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 <a href="https://www.louisianafcu.org/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-deco
06/02/202349 minutes 3 seconds
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Complacency Kills Curiosity: Why Great Leaders Never Stop Learning

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 <a href="https://www.mocse.org/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:n
31/01/202346 minutes 12 seconds
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Digitizing Mindfulness: Subscription-Based Financial Services Your Clients Want

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 <a href="https://www.scientiaconsulting.eu/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underlin
30/01/202332 minutes 1 second
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Bridging IQ and EQ: Why Innovation Is Only As Good As Communication

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 <a href="https://finovate.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;v
24/01/202341 minutes 32 seconds
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Stop Banking on Mistakes: Ditching Banking Processes for Outcomes

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 <a href="https://besci.io/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align
23/01/202346 minutes 28 seconds
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Help First, Sell Second: A Focus on Helping in Personal Branding

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 s
17/01/202343 minutes 55 seconds
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Ditching “No, Because” for “Yes, And”: Staying Positive in Uncertain Times

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 &amp; Chief Mentor of <a href="https://www.thelinkedbanker.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:norm
16/01/202344 minutes 36 seconds
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Painting Your Life’s Picture: The Death and Finances Conversation

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 &amp; Co-Founder of <a href="https://thepostage.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-de
10/01/202335 minutes 37 seconds
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Content is a Conversation: Digital Marketing for Financial Brands and Services

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 <a href="https://superscriptmarketing.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Roboto,sans-serif;color:#1155cc;background-color:#ffffff;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decor
09/01/202335 minutes 25 seconds
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Optimize and Prioritize: Aligning Your Organization’s Digital Growth Initiatives

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
03/01/202330 minutes 17 seconds
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Co-Opting Community: Transforming the Indirect Lending Experience

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 &amp; Founder of <a href="https://www.teslarsoftware.com/home" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-ali
02/01/202327 minutes 37 seconds
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Believe It and Live It: Inspiring Exponential Growth in Your Teams

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 &amp; Latin America Region - <a href="https://www.gft.com/us/en/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-s
27/12/202242 minutes 51 seconds
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Phone a Friend: The Necessity of Collaboration in Innovation

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 <a href="https://cusol.org/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:u
26/12/202234 minutes 30 seconds
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256) Study the Switch: What Inspires Consumers to Change Behaviors?

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 <a href="https://www.autobooks.co/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;white-space:pre;white-sp
20/12/202237 minutes 49 seconds
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255) Everybody Writes: Putting in the Reps in Written Content

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 <a href="https://www.amazon.com/Everybody-Writes-Improved-Go-Ridiculously/dp/1119854164/ref=asc_df_1119854164/?tag=hyprod-20&amp;linkCode=df0&amp;hvadid=459680637280&amp;hvpos=&amp;hvnetw=g&amp;hvrand=10835627113142188095&amp;hvpone=&amp;hvptwo=&amp;hvqmt=&amp;hvdev=c&amp;hvdvcmdl=&amp;hvlocint=&amp;hvlocphy=90
20/12/202228 minutes 7 seconds
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254) Glance at Your Competitors, Glare at Yourself: Branding in a Tough Economy

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 <a href="https://www.markarnold.com/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;v
20/12/202236 minutes 7 seconds
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253) A Segment of One: Collaborating in Personalizing the Credit Union Experience

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 <a href="https://www.visionsfcu.org/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:base
20/12/202240 minutes 28 seconds
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252) Sell Yourself: Having a Sales Plan for Your Personal Brand

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 <
06/12/202242 minutes 53 seconds
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251) The Future of Digital Lending: Alternative Data, Embedded Finance, and Inclusivity

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 <a href="https://podcasts.
05/12/202240 minutes 50 seconds
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250) #ExponentialInsights - Setting the Benchmark for the Customer Experience in Finance

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  <a href="https://www.
29/11/202243 minutes 18 seconds
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249) #ExponentialInsights - The Effortless Experience: Exceeding Your Customer’s Expectations

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:</
28/11/202244 minutes 52 seconds
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248) #ExponentialInsights - Drop Your Ego: Content Marketing and Lead Generation in the Digital Age

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 Lachanc
22/11/202240 minutes 31 seconds
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247) #ExponentialInsights - Digital Communities: Defying the Social Media Outrage Culture

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 mo
21/11/202245 minutes 56 seconds
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246) #ExponentialInsights - Data Strategy: Maximizing Digital Growth for Your Credit Union

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 <a href
15/11/202238 minutes 6 seconds
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245) #BehindtheCover - The Obstacle Is the Way: Take Back Control of Your Narrative

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: <a href="http://theobstacl
14/11/202252 minutes 59 seconds
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244) #ExponentialInsights - Beyond Sticky: Moving Past the Commodity of Price

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 ment
08/11/202238 minutes 50 seconds
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243) #ExponentialInsights - The Divorce Money Guide: Leveling the Financial Playing Field in Divorce

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
07/11/202226 minutes 52 seconds
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242.) #ExponentialInsights - Prioritize, Never Sacrifice: Your Money Vehicle to Financial Literacy

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
01/11/202245 minutes 9 seconds
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241) #ExponentialInsights - “Conotext” in Digital Marketing: The Paradox of Choice in Digital Channels

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 Y
31/10/202241 minutes 36 seconds
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240) #ExponentialInsights - Story-selling: Targeting Your Audience Through Decentralized Communication

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 dur
25/10/202235 minutes 47 seconds
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239) #ExponentialInsights - Hope is Not a Strategy: Ditching the 90s Operations Mode

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-Initia
24/10/202236 minutes 55 seconds
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238) #InsideDigitalGrowth - Strategic Planning: A Prescription for Common People Problems

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 <a href="https://podcasts.apple.com/us/podcast/banking-on-digital-growth/
18/10/202241 minutes 42 seconds
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237) #ExponentialInsights - Financial Therapy: Dispelling the Myths Behind the Money Taboo

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 reso
17/10/202237 minutes 56 seconds
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236) #BehindTheCover - Eat That Frog!: Proactively Defeating Procrastination

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-P
11/10/202252 minutes 55 seconds
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235) #ExponentialInsights - Customer Driven Leadership: The Accountability Scorecard

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:
10/10/202235 minutes 45 seconds
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234) #ExponentialInsights - How to Think Like a Brand, Not a Bank - Part2

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.   Listenin
04/10/202235 minutes 16 seconds
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233) #ExponentialInsights - How to Think Like a Brand, Not a Bank - Part 1

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/ca
03/10/202243 minutes 23 seconds
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232) #ExponentialInsights: Customer Loyalty in Finance - Keeping Score with Apex

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. Bankin
27/09/202235 minutes 59 seconds
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231) #ExponentialInsights - Fighting Off Financial Stress with the One-Number Budget

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 (<a href="https://www.onenumber
26/09/202237 minutes 43 seconds
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230) #BehindtheCover - The Four Agreements: Transforming Behavior in a Financial Environment

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: <a href="https://www.miguelruiz.com/the-four-agr
20/09/202252 minutes 49 seconds
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229) #ExponentialInsights - Viewing Open Banking Through a Lens of Abundance

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
19/09/202242 minutes 22 seconds
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228) #ExponentialInsights: The Good Entrepreneur’s Take on Leadership and Coaching

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 m
13/09/202239 minutes 43 seconds
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227) #ExponentialInsights - Giving Young Account Holders a Reason to Be Loyal

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 Investme
12/09/202237 minutes 42 seconds
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226) #DigitalGrowthJourneys: Honoring the Unknown: Insights from an FCU President

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 Sp
07/09/202232 minutes
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225) #ExponentialInsights: Unlocking the Brain: Behavioral Science in Marketing

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 th
05/09/202242 minutes 1 second
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224) #ExponentialInsights : Slamming the Brakes on Credit Union Entropy

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 - <a href="https://ww
30/08/202242 minutes 40 seconds
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223) #ExponentialInsights: Shifting the Digital Customer Service Experience

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</p
29/08/202231 minutes 29 seconds
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222) #ExponentialInsights: Keeping Up in Transformation with AI as Your Teammate

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: <p
23/08/202242 minutes 8 seconds
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221) #ExponentialInsights: The Secret Sauce for Data and Analytics Conversions

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 - Jeffaly
22/08/202242 minutes 8 seconds
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220) #DigitalGrowthJourneys - Being Over Doing: Purpose-Driven Digital Transformation

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: - <a href="https://www.linkedin.com/in/ril
16/08/202250 minutes 43 seconds
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219) #ExponentialInsights - Video Communication: Give Them a Reason to Care

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: - <a href="https://www.l
15/08/202246 minutes 44 seconds
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218) #DigitalGrowthJourneys - Neo Banking: Giving the Freelance Community a Financial Home

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: - <a href="
09/08/202244 minutes 20 seconds
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217) #ExponentialInsights - Filling the Buckets of Change for Compliance

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: - <a href="https://www.linked
08/08/202225 minutes 35 seconds
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216) #DigitalGrowthJourneys - 90 Days to the Peak: Climbing the Mountain of Change

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 Me
02/08/202243 minutes 13 seconds
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215) #DigitalGrowthJourneys - Give and Grow: Building a Strategy Around Purpose

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</
01/08/202238 minutes 54 seconds
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214) #Behindthecover - Spinning Small Behaviors into Tiny Habits

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 mentio
26/07/202256 minutes 29 seconds
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213) #ExponentialInsights - Banking as a Service: Optimizing Your Product

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: - <a href="https://www.edgeverve.com/finacle/wp-content//uploads/2022/01/Infosys-F
25/07/202234 minutes 56 seconds
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212) #DigitalGrowthJourneys: Bringing People Along Through Purpose-Driven Change

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 Chishol
19/07/202240 minutes 31 seconds
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211) #GameChangers: An Ambassador for the Brand - What’s Next for Digital Marketing?

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
18/07/202231 minutes 4 seconds
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210) #InsideDigitalGrowth: The Exponential Growth Curve of Voice Banking

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 R
12/07/202222 minutes 51 seconds
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209) #BehindtheCover: Maximize Your Onboarding and Never Lose a Customer Again

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: - Audr
11/07/202234 minutes 45 seconds
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208) #GameChangers - Rediscovering the Lost Art of Customer Onboarding

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 -
05/07/202235 minutes 14 seconds
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207) #ExponentialInsights : The Leap From Hunch to Hypothesis Through Automation

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: - <a href="https://www.linked
04/07/202241 minutes 24 seconds
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206) #InsideDigitalGrowth - Third-Party Data: A Future Without Cookies

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 ma
28/06/202216 minutes 19 seconds
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205) #InsideDigitalGrowth - Competitive Intelligence: What’s the Beat on the Digital Street?

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 <a
27/06/202217 minutes 52 seconds
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204) #ExponentialInsights - Aligning With the Digital Experience Problem

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: - <a href="https://www.li
21/06/202239 minutes 58 seconds
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203) #InsideDigitalGrowth - The Sustainable Habitat of Niche Banking

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 Gro
20/06/202230 minutes 17 seconds
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202) #ExponentialInsights - Asking the Question Behind Your Marketing Problem

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 <a href="https
14/06/202235 minutes 20 seconds
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201) #ExponentialInsights - The Struggle to Pay It Off: Student Loans

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 duri
13/06/202226 minutes 54 seconds
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200) #InsideDigitalGrowth - Looking Back at 200 Reasons to Bank on the Future and Build Your Personal Brand

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 toge
07/06/202240 minutes 7 seconds
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199) #BehindtheCover - Kickstarting Your Financial Brand's Coaching Culture

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 buil
06/06/202251 minutes 32 seconds
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198) #ExponentialInsights - Breaking the Bank: Standing Out in FinTech

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:<
31/05/202243 minutes 7 seconds
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197) #ExponentialInsights - Banking on Your Community in a Digital World

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 misapp
30/05/202243 minutes 52 seconds
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196) #ExponentialInsights - The Seismic Shift in Personal Branding

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]<
24/05/202238 minutes 12 seconds
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195) #ClarityCalls - Chasing the Ultimate Customer Experience

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]   <em
23/05/202224 minutes 46 seconds
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194) #InsideDigitalGrowth - Filling the Gap in Your Digital Growth

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 du
17/05/202245 minutes 58 seconds
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193) #ExponentialInsights - When Expecting an Experience Falls Flat

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 &amp; 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.c
16/05/202239 minutes
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192) #ExponentialInsights - The 1% Barrier in Digital Transformation

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: - <a href="https://www.linkedin.com/in
10/05/202235 minutes 16 seconds
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191) #DigitalGrowthJourneys - Making Emotional Deposits Thru Social Media

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 resou
09/05/202240 minutes 11 seconds
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190) #ExponentialInsights - Tackling Risk Management Head-On

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 podca
03/05/202236 minutes 43 seconds
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189) #ExponentialInsights - Breaking the Bad Habits of Strategic Planning

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 podc
02/05/202232 minutes 32 seconds
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188) #ExponentialInsights - The Rookie: A Hero’s Journey

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 motiva
26/04/202233 minutes 13 seconds
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187) #InsideDigitalGrowth - Transforming Together: Questions About Digital Growth

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 inte
25/04/202218 minutes 30 seconds
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186) #GameChangers - In-House Marketing: Spring Cleaning Your Data

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 comm
19/04/202231 minutes 21 seconds
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185) #ExponentialInsights - Relationships: Just Show Up and Be Yourself

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
18/04/202239 minutes 37 seconds
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184) #InsideDigitalGrowth - Opening Up the Digital Mailbox: Catching Up With Our Listeners

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 <a href="https://open.spotify.com/episode/3DS40kGDVBSIodUfGT
12/04/202216 minutes 38 seconds
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183) #ExponentialInsights - Connecting Through Cameras: The Visual Sale

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</
11/04/202245 minutes 33 seconds
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182) #NewStartsNow - Depositing Ideas in the Innovation Jar

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 ment
05/04/202247 minutes
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181) #ExponentialInsights - Banking AI: Humanizing the Exceptional

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 t
04/04/202237 minutes 20 seconds
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180) #ExponentialInsights - The Year of Small Giants: Valuing Organizational Excellence over Scale

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 &amp; focusing on helping the customer Expansion opportunities for the deal listeners What it means to up-solution The role internal teams play &amp; intrapreneurship     </u
29/03/202239 minutes 27 seconds
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179) #ExponentialInsights - How to Teach Kids Sound Financial Habits

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 </em
28/03/202229 minutes
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178) #ExponentialInsights - A Guide to Becoming Digitally Driven

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 <a
22/03/202250 minutes 44 seconds
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177) #Exponential Insights - Digital Transformation Begins with Purpose

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 <a href="https://podcasts.apple.com/us/pod
21/03/202244 minutes 30 seconds
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176) #Exponential Insights - Behind the Scenes of the Digital Growth Institute

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 &amp; what’s going well in 2022 The most energizing projects &amp; biggest lessons of the present Looking 20 years to the future Letting go to grow personally &amp; professionally      You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Lis
17/03/202248 minutes 7 seconds
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175) #ExponentialInsights - From Impressed to Obsessed: Why You Need to Invest in Customer Experience

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 &amp; 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 investi
14/03/202244 minutes 49 seconds
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174) #ExponentialInsights - Innovation: Common Ground for Financial Brands & Fintechs

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</
09/03/202232 minutes 45 seconds
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173) #NewStartsNow - Why We Need to Ditch Exclusivity Clauses

Core vendor contracts commonly contain exclusivity clauses that actually prevent banks from growing. That fact shocked today’s returning guest, Jeffery Kendall, Chairman &amp; 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 Growt
07/03/202231 minutes 55 seconds
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172) #ExponentialInsights - We All Love No Hassle: How to Entice Millennials and Gen

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 <
01/03/202224 minutes 43 seconds
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171) #ExponentialInsights - Getting WISE to Customer Experience

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]</
28/02/202236 minutes 52 seconds
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170) #NewStartsNow The Dangers of Becoming Obsolete: Discussing Necessary Risk w/ Financial Brands

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 &amp; 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 &amp; fintech partnerships - Overcoming roadblocks within your organization when leading change &amp; hope for the
22/02/202233 minutes 27 seconds
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169) #ExponentialInsights - Appointment Culture: How a Strong Employee Experience Leads to More Conversions

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 &amp; external experience - The elements that make up a strong appointment culture &amp; video’s place within it - The biggest areas of opportunity for financial brands moving into the future - Roadblocks that tend to occur when inte
21/02/202239 minutes 22 seconds
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168) #ExponentialInsights - Ditching Automation for the Human Touch in Finance

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 &amp; customer service - How to never lose a customer again - The next best step for the audience Check out these resources mentioned during the episode: - <a href="https://www.amazon.com/Never-Lose-Customer-Again-Lifelong-ebook/dp/B074LT3LT5/ref=sr_1_1?gclid=Cj0KCQiAjJOQBhCkARIsAEKMtO1MG_8hIY0Nk_2P8w_4RiO9myQ0mr5MnZADqO2N1kbuTJTTmpbKsMMaAsCAEALw_wcB&amp;hvadid=409996777430&amp;hvdev=c&amp;hvlocphy
15/02/202243 minutes 41 seconds
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167) #ExponentialInsights - Why Honesty is Essential in Your Growth Journey

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 <a hre
14/02/202242 minutes 20 seconds
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166) #ExponentialInsights - The Bill Pay Revolution Is Finally Here

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 &amp; can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.
08/02/202235 minutes 38 seconds
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165) #Exponential Insights: How Banking Looks from the Outside

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 &amp; can’t see the links? Just
07/02/202232 minutes 54 seconds
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164) #ClarityCalls: Helping & Selling Are Not Mutually Exclusive

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 &amp; can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.
01/02/202219 minutes 46 seconds
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163) #DigitalGrowthJourneys: How to Achieve the Human Transformation that Precedes the Digital Transformation (with Tom Novak)

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.</e
31/01/202236 minutes 39 seconds
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162) #NewStarsNow: Innovation Is Easier than You Think

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 &amp; can’t see the links? Just search
25/01/202238 minutes 55 seconds
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161) #ExponentialInsights: How to Build Your Mental Wealth

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 &amp; 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
24/01/202232 minutes 41 seconds
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160) #ExponentialInsights: The Only Future for FIs: Truly Knowing Your Customers

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 exper
18/01/202242 minutes 9 seconds
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159) #NewStartsNow: What Financial Brands Still Get Wrong About Digital

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 &amp; 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.
17/01/202238 minutes 28 seconds
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158) #ExponentialInsights: What Community Means in the Digital Era

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 <a href=
11/01/202238 minutes 18 seconds
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157) #ExponentialInsights: Never Stop Learning - How Marketers Can Prove their Value

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 &amp; can’t see the links? Just search for Banki
10/01/202246 minutes 14 seconds
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156) #ExponentialInsights: Ignore the Gig Economy at Your Peril

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 &amp; 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 &amp; can’t see the links? Just search
04/01/202231 minutes 3 seconds
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155) #ExponentialInsights: Everyone Has a Money Story. It’s Time We Shared Them.

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 &amp; can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.
03/01/202235 minutes 17 seconds
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154) #ClarityCalls: How to Drag Financial Brand Leaders Out of the Past

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 &amp; 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 <a href="https://open.spotify.com/show/6ml7
28/12/202131 minutes 39 seconds
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153) #NewStartsNow: Building Better Internal Teams w/ Financial Collaboration

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<a href="https://www.linkedin.com/company/nymbus/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#0a1316;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;&quot;&gt; &lt;/span&gt;&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap
27/12/202139 minutes 37 seconds
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153) #NewStartsNow: Building Better Internal Teams w/ Financial Collaboration

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<a href="https://www.linkedin.com/company/nymbus/" title="&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#0a1316;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;&quot;&gt; &lt;/span&gt;&lt;span style=&quot;font-size:12pt;font-family:Arial;color:#1155cc;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:underline;-webkit-text-decoration-skip:none;text-decoration-skip-ink:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;&quot;&gt;N
27/12/202139 minutes 37 seconds
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152) #ExponentialInsights: Humanize Banking by Humanizing Experience

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 &amp; can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.
21/12/202135 minutes 45 seconds
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151) #DigitalGrowthJourneys: How Marketing Can Lead Your Digital Growth Journey

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<
20/12/202135 minutes 33 seconds
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150b) #insideDigitalGrowth: A Deep Dive w/Authors Into Best Practices - Part 2

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 Marketi
14/12/202132 minutes 41 seconds
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150) #InsideDigitalGrowth: A Deep Dive w/ Authors Into Best Practices

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 <a href="https:
13/12/202139 minutes 31 seconds
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149) #NewStartsNow - Partnerships: More than Mere Survival

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 subsc
07/12/202133 minutes 38 seconds
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148) #ExponentialInsights: Overdrafts: It’s Really Not About Fees (Really!)

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 &amp; 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
30/11/202136 minutes 43 seconds
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147) #NewStartsNow: Building Digital Growth into a New Community Bank

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 &amp; 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. Listeni
30/11/202145 minutes 41 seconds
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146) #NewStartsNow: Compose a Symphony of Simplicity for Your Customers w/ BaaS

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 subscribin
29/11/202123 minutes 50 seconds
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145) #ExponentialInsights: Running an SMB Is Hard Work — Banking Shouldn’t Be

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.</e
23/11/202133 minutes
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144) #ExponentialInsights: Sales & Relationship-Building in a Digital World

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 &amp; 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 brand
22/11/202137 minutes 54 seconds
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143) #NewStartsNow: A Small Business Guide to Fintech: Insight for the Future

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 coll
16/11/202149 minutes 55 seconds
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142) #ExponentialInsights: Data Takes Marketing from Cost Center to Revenue Center

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 <a href="https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id
15/11/202142 minutes 23 seconds
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141) #ClarityCalls: Why Cost of Acquisition Per Loan Is the Most Critical Metric

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 &amp; can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.
09/11/202121 minutes 11 seconds
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140) #ExponentialInsights: Are You Prepared for a Techno-Socialist Future?

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 &amp; can’t see the
08/11/202134 minutes 20 seconds
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139) #DigitalGrowthJourneys: KEG Culture: On Tap Credit Union’s Recipe For Growth

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 <a href="https://www.digitalgrowth.co
02/11/202132 minutes 50 seconds
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138) #InsideDigitalGrowth: It’s Time to Go ALL-In on Human-Centered Growth

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 &amp; can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.
01/11/202122 minutes 32 seconds
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137) #ExponentialInsights: Financial Literacy: All It Takes Are the Right Stories

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
26/10/202137 minutes 24 seconds
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136) #ExponentialInsights: Failure is Just Extreme Market Research

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  <p
25/10/202141 minutes 21 seconds
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135) #ExponentialInsights: Going All In on the Future: Financial Literacy for Kids

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 a
19/10/202141 minutes 18 seconds
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134) #InsideDigitalGrowth: Your Digital Growth Marathon Starts with 12 Easy Steps

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 <a href="https://www.digi
18/10/202138 minutes 34 seconds
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133) #ExponentialInsights: Legacy Infrastructure Is Holding Your Financial Brand Back

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 &amp; 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 &amp; can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.
12/10/202143 minutes 27 seconds
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132) #ExpontentialInsights: Retire as You Desire: Where Do You Put Your Dollars?

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 &amp; can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.
11/10/202134 minutes 41 seconds
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131) #ExponentialInsights: How to Turn Your Customers into Superfans!

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.
05/10/202138 minutes 50 seconds
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130) #InsideDigitalGrowth : 3 Keys to Gaining Buy-In for Your Digital Growth Journey

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 <a href="https://open.spotify.co
04/10/202121 minutes 52 seconds
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129) #DigitalGrowthJourneys: A Shared Language: Digital Growth Is a Team Sport

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
28/09/202140 minutes 11 seconds
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128) #ExponentialInsights: Modern Leadership in a Hyperconnected World

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 <a href="https://podcasts.apple.com/us/pod
27/09/202150 minutes 39 seconds
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127) #ClarityCalls: What to Do When Leadership Doesn’t Set Clear Goals

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 Bankin
21/09/202130 minutes 26 seconds
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126) #ClarityCalls: Why Are Financial Brands Scared of Outbound?

“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</a
20/09/202126 minutes 29 seconds
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125) #ExponentialInsights: The Human-Digital Connection: Why It Should Matter to Financial Brands

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 <a href="https://podcasts.app
14/09/202134 minutes 48 seconds
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124) #ExponentialInsights: Empowering the Growth Potential of Teams with Kolbe

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: <a href="https://open.spotify.com/episode/00XT
13/09/202144 minutes 33 seconds
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123) #ClarityCalls: How to Build a Customer-Driven Community

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 deskto
07/09/202127 minutes 11 seconds
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122) #ClarityCalls: How to Maintain Your Brand’s Humanity in a Digital World

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 &amp; 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 <a href="https://open.spotify.com/show/6ml7uCQ
06/09/202135 minutes 18 seconds
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121) #ClarityCalls: Transform Your Marketing Team for Personalized Content

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
31/08/202125 minutes 24 seconds
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120) #DigitalGrowthJourneys: Digital Growth - A Travelogue

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 <a href="https://podcasts.apple.com/us/podcast/banking-on-digital
24/08/202141 minutes 33 seconds
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119) #ExponentialInsights: Being Human at Every Turn - Sales & Customer Experience

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 , o
17/08/202133 minutes 26 seconds
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118) #ExponentialInsights: Are You Wasting Your Sales Team?

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 <a href="htt
16/08/202140 minutes 33 seconds
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117) #ExponentialInsights: Why You’ve Been Overlooking the Female Financial Market

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
10/08/202141 minutes 53 seconds
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116) #ExponentialInsights: Marketing Automation: Data-Driven or Death by Data?

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
09/08/202138 minutes 8 seconds
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115) #InsideDigitalGrowth: Consumer Personas - Obtaining Executive Buy-In on Niching

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: <s
03/08/202130 minutes 19 seconds
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114) #ExponentialInsights: Delivering a More Human Experience Through Automation

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 Bank
02/08/202137 minutes 40 seconds
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113) #ExponentialInsights: Building Your Website’s Financial Brand w/ Laura Dolan

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: <
27/07/202159 minutes 24 seconds
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112) #InsideDigitalGrowth: 4 Types of Attribution: Measuring Conversion & Acquisition

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 <
26/07/202131 minutes 54 seconds
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111) #InsideDigitalGrowth: Niche Is the New Local - A Fireside Chat

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 A
20/07/20211 hour 10 minutes 59 seconds
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110) #ExponentialInsight: Helping Customers Escape the Scarcity Mindset w/ Financial Brand Storytelling

People are searching for 3 things from financial brands: clarity, help, &amp; 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 &amp; 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 &amp; The Future of Financial Brand Podcasts - Operating from a Place of Abundance Instead of Scarcity - Measuring Teams with Kolbe - Financial Brands Stuck i
19/07/202136 minutes 14 seconds
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109) #ExponentialInsights: Predicting FinTech & Strategies to Stay Relevant

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, &amp; Purpose of D10X - Roadblocks within Emerging Growth to be Aware Of - Jobs to be Done Theory Explained</
13/07/202137 minutes 23 seconds
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108) #ExponentialInsights: Creating Value Through Focus in the Finance Industry

Empathy, diversity, &amp; 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 &amp; Losing Community in Big Banking How to Be Profitable w/ Purpose Roadblocks for Financial Brands to Adopt a Consumer-
12/07/202131 minutes 58 seconds
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107) #DigitalGrowthJourneys: Educating & Creating a Better Customer Experience within Banking

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 &amp; 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 &amp; How to Deal w/ a Surplus of Business</
06/07/202136 minutes 42 seconds
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106) #InsideDigitalGrowth - The Impact of One Bad Review: Strategies for Improving the Ratings System Experience

Ratings &amp; 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 &amp; Strategies Setting Up an Engagement Strategy Check out this resource mentioned during the podcast: <
05/07/202126 minutes 45 seconds
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105) #ExponentialInsights: Content Creation: The Skill of the Decade

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 t
29/06/202134 minutes 43 seconds
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104) #DigitalGrowthJourneys: Why Conversational Content Wins

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 <a href="https://podcasts.ap
28/06/202128 minutes 41 seconds
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103) #ExponentialInsights - It Takes a Village: Why the Best SEO Is Local

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 P
22/06/202136 minutes 19 seconds
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102) #ExponentialInsights - The 3 Biggest Opportunities in Small Business Lending

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<s
21/06/202129 minutes
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101) #ExponentialInsights - Digital Training for Employees: Bringing Focus to the Customer Experience w/ John Findlay

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 &amp; 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</s
15/06/202137 minutes 8 seconds
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100) #InsideDigitalGrowth - 10 Key Insights from Our First 100 Episodes

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, <a href="https://www.li
14/06/202148 minutes 57 seconds
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99) #InsideDigitalGrowth - To Bot or Not to Bot? That Is the Question

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 subscr
08/06/202115 minutes 2 seconds
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98) #ExponentialInsights - The Most Human Company Wins

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 -
07/06/202137 minutes 4 seconds
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97) #InsideDigitalGrowth - Thought Leadership: Differentiate w/ Content Marketing

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 <a href="https://podcasts.apple.com/us/podcast/bankin
01/06/202119 minutes 18 seconds
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96) #ExponentialInsights: Why Everyone Should Build Their Personal Brand

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 <e
31/05/202137 minutes 26 seconds
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95) #ExponentialInsights: FIRE: The Secret to Strategic Planning & Innovation

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 &amp; 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 a
25/05/202141 minutes 31 seconds
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94) #ExponentialInsights: How Embedding Fintech Better Serves Your Customers

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 <a href="https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id149883
24/05/202141 minutes 2 seconds
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93) #ExponentialInsights: Digital or Die: Don’t Get Left in the Dust

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 &amp; 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 </
18/05/202133 minutes 26 seconds
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92) #DigitalGrowthJourneys: How to Find Your Guiding Light for Digital Growth

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
17/05/202137 minutes 25 seconds
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91) #ExponentialInsights: Content Marketing Brings Empathy to the Digital Channel

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 &amp; 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 <a href="https://pod
11/05/202133 minutes 2 seconds
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90) #ExponentialInsights: Digital Growth Rocket Fuel: 7 Steps to a Content-First Business

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</sp
10/05/202145 minutes 48 seconds
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89) #DigitalGrowthJourneys: You Need More Than Production — You Need Content Strategy

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:<
04/05/202147 minutes 59 seconds
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88) #ExponentialInsights: The Post-COVID Rise of Banking as a Service

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 </spa
03/05/202136 minutes 17 seconds
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87) #ExponentialInsights: How Brain Chemicals Affect Banking Choices

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 &amp; the IKEA effect Check out these resources we mentioned during the podcast: - Melina’s book - Melina’s <a hre
27/04/202143 minutes 19 seconds
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86) #ExponentialInsights: Stop Pushing Messages & Start Creating Dialogue

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: -<a href="https://channelnet.com/AdminCenter/Library.Files/Media/1/In%20the%20New
26/04/202143 minutes 34 seconds
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85) #ExponentialInsights: Tools in Your Toolbox: Branding in the Financial Space

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 Grow
20/04/202139 minutes 6 seconds
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84) #ExponentialInsights: Financial Brands: Why the Children Are Your Future

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 <
19/04/202145 minutes 24 seconds
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83) #ExponentialInsights: The 5 Topics that Drive Traffic & Generate Leads

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 &amp; 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
13/04/202145 minutes 56 seconds
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82) #ExponentialInsights: Financial Calculators: Essential Tools, Not Just a Box to Check ft. Chase Neinken and Matthew Covi

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-par
12/04/202131 minutes 25 seconds
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81) #ExponentialInsights: Social Media Secrets: Relationship-Building in a Digital World ft. Eric Cook

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 <a href="https://podcasts.apple.com/us/podcast/banking-on-digital
06/04/202136 minutes 56 seconds
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80) #ExponentialInsights: Thought Leadership Is Earned Through Powerful Content ft. Doug Wilber

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
05/04/202134 minutes
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79) #ExponentialInsights: Banking as a Service: What You Need to Know ft. Nathan Baumeister

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 <a href="
30/03/202136 minutes 39 seconds
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78) #ExponentialInsights Data Demystified: What Your Financial Brand Needs to Know ft. Kim Snyder

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 &amp; 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 <a href="https://podcasts.apple.com/us/podcast/
29/03/202141 minutes 45 seconds
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77) #ExponentialInsights: Your Customers Are Human, Serve Their Emotional Needs Ft. Eric Berg

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 <a href
23/03/202136 minutes 58 seconds
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76) #ExponentialInsights: Digital Transformation Is a Marathon, Not a Sprint ft. Hunter Young

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 &amp; 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
22/03/202133 minutes 17 seconds
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75) #ExponentialInsights: Building Your Brand From the Boring Middle ft. Chris Snyder

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 <
16/03/202129 minutes 6 seconds
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74) #ExponentialInsights: Your Newest Business Strategy - Loving Your People ft. Mohammad Anwar

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 &amp; 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 &amp; ensuing self-awareness -Steps for leaders to transform their culture with love -The hardest and most important micro-commitment for a leader You can f
15/03/202143 minutes 29 seconds
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73) #DigitalGrowthJourneys: Business Alignment - The Key to Your Digital Transformation ft. Cory LeBlanc

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
10/03/202131 minutes 21 seconds
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72) #ExponentialInsights: 5 Steps to Improve Your Customers’ Financial Wellness

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 <a href="
04/03/202129 minutes 4 seconds
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71) #ExponentialInsights: Target Fixation: Transformation Is Looking Where You’re Going feat. Jeffery Kendall

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 &amp; 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 fin
02/03/202141 minutes 31 seconds
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69) #ExponentialInsights: Why Exponential Technologies Demand Exponential Teamwork feat. Dan Sullivan

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
23/02/202130 minutes 13 seconds
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70) #ExponentialInsights: Building a Personal Brand Means Investing In Yourself feat. Greg Martin

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
23/02/202135 minutes 56 seconds
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68) #ExponentialInsights: The 5 P’s of Digital Growth & Transformation feat. Jeffrey Ward

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 trans
16/02/202130 minutes 15 seconds
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67) #ExponentialInsights: Doing Digital: Why Traditional Banks Must Transform feat. Chris Skinner

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
15/02/202134 minutes 30 seconds
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66) #ExponentialInsights: Facing Your Fears About Customer Experience Optimization During COVID w/ Sue Woodard

"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 ne
09/02/202135 minutes 34 seconds
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65) #ExponentialInsights: Bank of Tomorrow: Why We Should Look Outside the Industry w/ Bryan Clagett

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 </
08/02/202131 minutes
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64) #ExponentialInsights: Gratitude: The #1 Element for Success in 2021 w/ Sam Kilmer

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 philoso
02/02/202137 minutes
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63) #ExponentialInsights: Preparing for the Wrecking Ball in the Boardroom w/ Kirk Drake

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 pr
02/02/202130 minutes 29 seconds
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62) #DigitalGrowthJourneys: Putting Love and Respect Back into Banking w/ Kerry-Ann Betton Stimpson

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 A
28/01/202134 minutes 6 seconds
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61) #InsideDigitalGrowth: Clearing the Obstacles to Digital Growth w/ Joe Welu & Sam Kilmer

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 ma
25/01/202152 minutes 43 seconds
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60) #ExponentialInsights: Creating a Sustainable Competitive Advantage w/ Matt Monge

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
19/01/202129 minutes 3 seconds
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59) #InsideDigitalGrowth: Fireside Chat With Joe Welu

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 </span
18/01/202150 minutes 11 seconds
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58) #ExponentialInsights: Prioritizing the Digital Mindset w/ Ron Shevlin

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<
13/01/202143 minutes 45 seconds
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57) #InsideDigitalGrowth: Where to Focus Your Digital Growth Strategy in 2021

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</
11/01/202132 minutes 5 seconds
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56) #ExponentialInsights: How Payments UX Can Catch Up to Digital Transformation w/ Michael Bank & Seth Fenster

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 B
05/01/202133 minutes 45 seconds
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55) #InsideDigitalGrowth: 12 Digital Marketing and Sales Trends for 2021

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 Spoti
04/01/202129 minutes 44 seconds
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54) #DigitalGrowthJourneys: Leaving the Cave of Complacency w/ Kara Yaquinta

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 su
22/12/202037 minutes 47 seconds
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53) #InsideDigitalGrowth: How COVID Is Affecting Digital Transformation

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</e
21/12/202027 minutes 17 seconds
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52) #DigitalGrowthJourneys: Wise Investments Just Take the Right Motivation w/ Ben Soppitt

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 <a href="https://podcasts.apple.com/us/podcas
15/12/202039 minutes 8 seconds
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51) #ExponentialInsights: Humanizing the Digital Experience w/ Jay Palter

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 i
14/12/202035 minutes 25 seconds
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50) #DigitalGrowthJourneys: People and Purpose w/ Jonathan Clay

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.
08/12/202032 minutes 28 seconds
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49) #InsideDigitalGrowth: How to Compete With the Big Banks on a Limited Marketing Budget

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
07/12/202043 minutes 19 seconds
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48) #DigitalGrowthJourneys: Building a Bigger, Better, and Brighter Future w/ Mina Worthington

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 <
01/12/202026 minutes
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47) #ExponentialInsights: How to Redefine Leadership w/ Rich Jones

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
30/11/202031 minutes 1 second
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46) #ExponentialInsights: Three Exponential Growth Insights w/ James Carbary

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
24/11/202041 minutes 45 seconds
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45) #DigitalGrowthJourneys: Creating Servant-Oriented Content w/ Lynne Jarman-Johnson

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 t
23/11/202034 minutes 16 seconds
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44) #ExponentialInsights: The Role of Images in Financial Brand Storytelling w/ Andy Janning

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 o
17/11/202040 minutes 56 seconds
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43) #InsideDigitalGrowth: Bridge the Gap Between Marketing and Sales

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 <a href="https://open.spotify.com/show/6ml7uCQ7HoVv
16/11/202021 minutes 4 seconds
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42) #ByTheBook: Purpose Can Power Your Financial Brand Internally

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 <a href="https://open.spotify.com/show/6ml7uCQ7HoVvWTYUN
11/11/202021 minutes 7 seconds
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41) #DigitalGrowthJourneys: Digital Growth Means the Courage to Act on New Information w/ Mia Perez

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
10/11/202029 minutes 17 seconds
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40) #InsideDigitalGrowth: How Effective Are Focus Groups in Digital Marketing Strategy?

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 Grow
09/11/202031 minutes 12 seconds
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39) #ByTheBook: This One Word Determines Where People Buy Financial Products

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,
04/11/202019 minutes 3 seconds
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38) #DigitalGrowthJourneys: Fast Forward: Creating Community Around a Simple Idea w/ Yury Nabokov

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 &amp; 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 <p
03/11/202033 minutes 13 seconds
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37) #InsideDigitalGrowth: Battle With the Big Banks: Content Marketing Gives You a Competitive Advantage

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 <a href="https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498
02/11/202022 minutes 29 seconds
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36) #ByTheBook: Your Purpose Is More Important Than Your Vision

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.
28/10/202023 minutes 24 seconds
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35) #DigitalGrowthJourney: How to Keep a Positive Mindset During Dynamic Times w/ Amy McGraw

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 <a href
27/10/202026 minutes 14 seconds
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34) #InsideDigitalGrowth: Challenges and Opportunities for Growth and Profitability

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
26/10/202029 minutes 51 seconds
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33) #ByTheBook: How to Escape the Commoditization Trap

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 Growt
21/10/202016 minutes 7 seconds
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32) #DigitalGrowthJourney: When It Comes to Digital Growth, There’s No More Next Time w/ John Oxford

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 <a href="https://podc
20/10/202036 minutes 44 seconds
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31) #InsideDigitalGrowth: The Digital Advertising Industry's Dirty Little Secret

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 Spotif
19/10/202030 minutes 50 seconds
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30) #ByTheBook: Positioning Your Brand Beyond Commoditization

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
14/10/202014 minutes 39 seconds
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29) #ExponentialInsights: Using Your Brain to Cope With Change w/ Melina Palmer

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 m
13/10/202037 minutes 19 seconds
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28) #InsideDigitalGrowth: Digital Growth Doesn’t Mean Doing More

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 <a href
12/10/202026 minutes 10 seconds
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27) #ByTheBook: A Digital Experience: Marketing to People in the Age of AI

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,
07/10/202027 minutes 31 seconds
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26) #ExponentialInsights: Adapting to Hard, Fast Change w/ Dr. Benjamin Hardy

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</span
06/10/202036 minutes 18 seconds
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25) #InsideDigitalGrowth: How to Demystify Your Data

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 <a href="htt
05/10/202028 minutes 8 seconds
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24) #ByTheBook: Don’t Let Your Financial Brand Succumb to Digital Darwinism

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.
30/09/202022 minutes 53 seconds
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23) #ExponentialInsights: Why Chaotic Times Call for Human-Centered Design w/ Anne Legg

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
29/09/202035 minutes 59 seconds
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22) #InsideDigitalGrowth: Every Digital Growth Marathon Starts with These 3 Steps

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 <s
28/09/202022 minutes 33 seconds
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21) #ByTheBook: Think Beyond the Present Moment or Get Stuck in the Past

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.
16/09/202018 minutes 16 seconds
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20) #ExponentialInsights: The Great Pause: Why Now Is the Time for Transformation w/ Samantha Paxson

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 <a href="https://podcasts.apple.com/us/podc
15/09/202031 minutes 1 second
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19) #InsideDigitalGrowth: The 4 Fears Stopping Your Team’s Digital Growth

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
14/09/202031 minutes 13 seconds
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18) #ByTheBook: Lessons from a Digitally-Disrupted Music Industry

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</e
02/09/202027 minutes 57 seconds
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17) #ExponentialInsights: Why You Need to Double Down on Content Now w/ Michael Bertini

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 &amp; 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 <a
01/09/202035 minutes 27 seconds
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16) #InsideDigitalGrowth: No More Vanity Metrics. Here’s How to Track Conversion

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 her
31/08/202029 minutes 29 seconds
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15) #ByTheBook: Why Banking On Digital Growth Is a Manifesto

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</
26/08/202021 minutes 6 seconds
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14) #ExponentialInsights: The 3 Steps You Must Take to Prepare for the Future of Work w/ Jon Ogden

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 subscribin
25/08/202035 minutes 27 seconds
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13) #InsideDigitalGrowth: High-Pressure Marketing & Sales Strategies Simply Don’t Pay

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
24/08/202026 minutes 9 seconds
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12) #ByTheBook: The Humanity of Digital Growth

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 &amp; 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 <a href="https://www.digitalgrowth.com/banking-
27/05/202019 minutes 21 seconds
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11) #ExponentialInsights: If You Weren’t Already Thinking About Mindstates, You Should Now w/ Will Leach

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 w
27/05/202031 minutes 36 seconds
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10) #InsideDigitalGrowth: Face-to-Face Communication in a Socially-Distant Digital Age

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: -<a href="https://www.facebook.com/L
25/05/202030 minutes 30 seconds
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9) #ByTheBook: Ask 3 Questions, Generate 10x Digital Growth

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 n
20/05/202016 minutes 43 seconds
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8) #ExponentialInsights: How Can Financial Brands Help Community Businesses w/ Seth Siegel-Gardner

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 ho
19/05/202027 minutes 18 seconds
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7) #InsideDigitalGrowth: 3 Ways to Help Guide Customers Through Their Post- Covid Financial Struggle

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: A
18/05/202033 minutes 6 seconds
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6) #ByTheBook: Financial Stress in the Fourth Industrial Revolution

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 ma
13/05/202017 minutes 24 seconds
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5) #ExponentialInsights: How Will Banking Adjust to Life After Covid-19? w/ Brett King

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 
12/05/202033 minutes 7 seconds
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4) #InsideDigitalGrowth: Covid-19: How to Move Forward With Courage and Confidence

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 <a href="https://podc
11/05/202026 minutes 19 seconds
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3) #ByTheBook: Does the World Really Need Another Book?

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</sp
06/05/202013 minutes 47 seconds
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2) #ExponentialInsights: Forget IQ or EQ. What’s Your Adaptability Quotient? w/ Jim Marous

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 somet
05/05/202045 minutes 40 seconds
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1) #InsideDigitalGrowth: Digital Growth: What it is & Why it Matters More Than Ever

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 growt
04/05/202018 minutes 30 seconds
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0) Why You Should Listen to Banking on Digital Growth (& Not My College Punk Band)

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 persona
12/02/20208 minutes 31 seconds