Shows
The CUInsight NetworkData Unification - CRMNEXT (#73)“We need to be more data-driven than we have ever been.” - Joshua BarclayThank you for tuning in to episode 73 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.My guest on today’s show is Joshua Barclay, Growth Marketing Manager at CRMNEXT. Joshua shares his career journey that l...
2023-12-2232 min
Banking on Experience powered by BUSINESSNEXTAuto Market Trends & Indirect Lending Tips: What Every CU Needs to KnowAre you a credit union leader or stakeholder looking for a competitive edge in auto lending? Don't miss this must-listen episode of 'Banking on Experience,' where we pull back the curtain on the auto lending industry. Our special guests, Kurt Howard and John Riley of CU Alliance, will share exclusive industry data on emerging auto market trends that are reshaping the landscape. Here's what you can expect from this podcast episode: Gain insights from industry data on auto market trends and what they mean for your credit union. Discover proven...
2023-09-2639 min
Banking on Experience powered by BUSINESSNEXTMost Data Transformation Projects Fail: Here's how to do them right Here's an uncomfortable reality that our Credit Union comrades must grapple with: a whopping 84% of digital transformations fail, according to Forbes. And this isn't just a Credit Union issue; it's an industry-wide epidemic, with every data point on the internet citing a two-thirds or higher failure rate. What truly unnerves us about this staggering statistic is the impact it has on our Credit Union members. After all, they are the reason we exist, and they're relying on us to navigate these turbulent economic times. We're not just talking about a failed pr...
2023-05-2336 min
Banking on Experience powered by BUSINESSNEXTCU Joe's Marketing Masterclass: Unearthing Golden Opportunities In recent weeks, we've seen deposits move from regional banks to colossal, too-big-to-fail institutions, as people grow increasingly concerned about their deposit safety. Is this the perfect opportunity for Credit Unions to showcase their unique value to Americans and increase their market share? And if this is a golden opportunity to win hearts and minds, how can Credit Unions present themselves as a safer, superior alternative to banks? If only there were a seasoned Credit Union Marketer to guide you in seizing the opportunity to convey credit unions' unique value and attract more d...
2023-05-0239 min
Recorded Content - Helping B2B marketers use a podcast for content marketingHow to launch & distribute 100 podcast episodes with a small team featuring James GilbertPodcasting has been around for about 18 years. But the podcast industry as we know it today was shaped in the past two years as we were all 'forced' to move social interactions online due to the pandemic. Consequently, companies focused on the digital space made podcasts an integral element of their content marketing strategy, just like our guest's former employer CRMNEXT did.In this episode of Recorded Content, host Justin Brown welcomes James Gilbert, the CMO of RedRoute. James was the Head of Marketing at CRMNEXT, where he created the Banking on Experience podcast alongside his team.
2022-06-2744 min
Banking on Experience powered by BUSINESSNEXTEpisode 111: Playing big and truly serving your community as a small CUThe impact of an FI serving its community—truly serving its community—cannot be understated, and there's no better example of this than Tongass Federal Credit Union. We were honored to sit down for a chat with Helen Mickel, CEO of Tongass FCU and one of our 2021 Right On The Money (ROTM) winners, to talk about playing big and serving community as a small CU—this week on CRMNEXT's Banking on Experience podcast. Topics we cover include: The Tongass FCU Story: origin, community, mission How Tongass has tackled serving...
2022-06-2025 minBanking on Experience powered by BUSINESSNEXTEpisode 110: An under-the-hood look at student loans and how to helpThe student loan situation is… well, it's caused some heartache and stress. Let's just put it that way. But there are those out there who are determined to bring solutions and to help FIs offer those solutions to their customers and members. And we got to sit down with one such remarkable individual this week. Bobby Matson, Founder and CEO of Payitoff joins us—on CRMNEXT's Banking on Experience podcast. Topics we cover include: Why Bobby is passionate about this topic Student loans: why the...
2022-06-1323 minBanking on Experience powered by BUSINESSNEXTEpisode 109: How your brand and PR work in unisonWise FIs know that both brand and PR play essential roles in the success of their organization. And the brilliant ones know just how well the two work together. We're lucky to feature one such organization this week. Jennifer Reed, Vice President of Public Relations at Sound Credit Union joins us to talk all about it—on CRMNEXT's Banking on Experience podcast. Topics we cover include: Sound CU's logo: its origin story and how it represents them Getting your story out there The biggest challenges CUs face when it c...
2022-06-0624 minBanking on Experience powered by BUSINESSNEXTEpisode 108: Addressing fear around lending + why experience matters more than everHave you ever been afraid to take out a loan? Have you ever put experience ahead of price? Yeah, us too. It all comes back to that human element that drives everything, including the relationship between FIs and the people they serve. And we got to sit down for a chat with a true expert on the subject. Miriam Ackerman, Chief Strategy Officer at DNT BLNK and Co-Founder of NetGiver (NACUSO's 2020 Big Idea Award-Winner) graciously offers her expertise—this week on CRMNEXT's Banking on Experience podcast.
2022-05-3030 minBanking on Experience powered by BUSINESSNEXTEpisode 107: Creating high trust in a high-tech worldTrust. It's the foundation of—well—pretty much everything when it comes to relationships, including those between an FI and its members or customers. We were thrilled to sit down and learn from one of the world's greatest experts on creating high trust in a high-tech world. Todd Duncan is a Best-Selling Author, a Sales Entrepreneur with 5 million clients world-wide, and our honored guest this week on CRMNEXT's Banking on Experience podcast. If you've never had the opportunity to learn from Duncan—we implore you—get ready to take notes and b...
2022-05-2341 minBanking on Experience powered by BUSINESSNEXTEpisode 104: How to best create innovation in your FIInnovation. It's a make-it-or-break-it requirement for ANY company, and financial institutions are no exception. So, we were thrilled to sit down with an expert on this very subject—to see how FIs can best create innovation in their organizations. Marwan Forzley, CEO at Veem offers top tips—and a whole lot of brilliant insight—this week on CRMNEXT's Banking on Experience podcast. Topics we cover include: Marwan's take on why innovation tends to stall so much in the financial world How, as younger leaders emerge, FIs can adopt a bette...
2022-05-0215 minBanking on Experience powered by BUSINESSNEXTEpisode 103: Customer Servicing in the lending and financial services worldDon't you hate having to wrap up a conversation mid-sentence, when there's still SO much more to say and learn? Lucky for us—and most especially for our listeners—we have a solution: Invite guests back to continue the chat! That's precisely what we did this week. Tom Millon, CEO of US Loan Services at Computershare and Jeff Johnson, COO at Computershare Loan Services return to talk customer servicing in lending and in the financial services industry as a whole—this week on CRMNEXT's Banking on Experience podcast. Topics we cover...
2022-04-2524 minBanking on Experience powered by BUSINESSNEXTEpisode 101: Rethinking Capitalism in Today's Credit Union WorldCapitalism… It's a buzz word, that's for sure. And when it comes to the idea of rethinking it, not everyone's on the same page. But Hazelmae Overturf, Product Owner of Employee Experience at BECU has some fresh thoughts on the subject—particularly around how it affects the credit union world and its members—and she graciously agreed to share them, this week on CRMNEXT's Banking on Experience podcast. Topics we cover include: Why Hazelmae is passionate about this topic What changes can (and should) be made in the CU space...
2022-04-1118 minBanking on Experience powered by BUSINESSNEXTEpisode 100: Creating goosebump moments at your CUBreak out the fireworks! This week is a big one for CRMNEXT's Banking on Experience podcast, as we are celebrating our—drum roll please—100th Episode! So, it only makes sense to feature a truly extraordinary guest in honor of the occasion. Anne Legg, Founder of THRIVE Strategic Services and Author of Big Data/Big Climb returns to the show to talk all about how data can help create "goosebump moments" at your credit union. Topics we cover include: Anne's own top-of-mind "goosebump moments" How CUs can better leverag...
2022-04-0427 minBanking on Experience powered by BUSINESSNEXTEpisode 99: Digital Experience + Your FILet's talk digital experience. Specifically—why is it so essential for the success of your financial institution? We've all got a general idea on how to answer that, but perhaps the details are a tiny bit fuzzy. That's where Jeff Keltner comes in. As Senior VP of Business Development at Upstart, he offers a lot of fantastic insight into the how/what/why behind the right kind of digital transformation for your FI. And he shares top tips—this week on CRMNEXT's Banking on Experience podcast. Topics we covered inclu...
2022-03-2822 minBanking on Experience powered by BUSINESSNEXTEpisode 98: How iQ CU built a world-class sales cultureCulture. It's a word we throw around a lot but creating precisely the kind that cultivates ALL the good stuff at your CU? That's not an easy task. Luckily, we got to sit down with an expert on the subject. Ali Migaki, Chief Retail Officer at iQ Credit Union helped to build a world-class sales culture there. And she shares top tips—this week on CRMNEXT's Banking on Experience. Topics we covered include: Sales Culture at your CU: a taboo topic? Biggest mistakes made in developing a culture iQ CU...
2022-03-2317 minBanking on Experience powered by BUSINESSNEXTEpisode 98: How iQ CU built a world-class sales cultureCulture. It’s a word we throw around a lot, but creating precisely the kind that cultivates ALL the good stuff at your CU? That’s not an easy ask. Luckily, we got to sit down with an expert on the subject. Ali Migaki, Chief Retail Officer at iQ Credit Union helped to build a world-class sales culture there. And she shares top tips—this week on CRMNEXT’s Banking on Experience. Topics we covered include:Sales Culture at your CU: a taboo topic? Biggest mistakes...
2022-03-2117 min
Banking on Experience powered by BUSINESSNEXTEp 3, CU Changemakers: Women On Work - Anne LeggWe talked with the Queen. The CU "Queen of Innovation," that is. And she had some pretty spectacular advice for credit unions across the land. Anne Legg joins us this month on CU Changemakers: Women On Work (WOW) to chat all things CU (and then some). Hosted by CRMNEXT's Banking on Experience, this podcast series celebrates extraordinary women in the credit union world—and it doesn't get more extraordinary than Anne Legg. As an Internationally recognized CU Industry Leader, Author, Educator, and Founder of TH...
2022-03-1457 minBanking on Experience powered by BUSINESSNEXTEpisode 96: Reaching the K-12 Audience & Growing the CU MovementI believe the children are our future…Great song. True statement. Reaching that younger K-12 audience is, in fact the key to securing the future of the credit union movement. And making sure that your CU is driving positive change around DEI is paramount. We know this, but… it can still seem a little daunting. So, where do you start? Glad you asked! Lisa Koenecke (she/her), Certified Diversity Professional sat down with me to share her extensive wisdom on the subject, and the convict...
2022-03-0725 minBanking on Experience powered by BUSINESSNEXTEpisode 95: Leveraging Data at Your CUWhat do you do when you run into a brilliant, self-proclaimed "data geek" whose company is committed to helping CUs? You interview him! And you share some of that brilliance with your listeners. That's precisely what CRMNEXT's Joshua Barclay did at the most recent NACUSO event. Jamie Jackson, CEO at Arkatechture graciously agreed to sit down for a chat, and he shares some fantastic insights around data and the CU space—this week on CRMNEXT's Banking on Experience. Topics we covered include: What Arkat...
2022-02-2817 minBanking on Experience powered by BUSINESSNEXTEpisode 94: A Chat with Dan DaggettYa gotta' love connections made at conferences. And CRMNEXT's own Joshua Barclay made a pretty spectacular one at the NACUSO event this past year. Dan Daggett, President at Daggett Enterprises USA, LLC has been in the CU Industry since 1993, and he has a wealth of wisdom to offer. Lucky for us, he graciously agreed to sit down and share some of that hard-earned wisdom—this week on CRMNEXT's Banking on Experience. Topics we covered include: - What CUs need to do to remain relevant - Mission meets Prof...
2022-02-2118 minBanking on Experience powered by BUSINESSNEXTEpisode 92: Bringing Greater Innovation to Member ServicingIf greater innovation is a goal at your CU, member service is no doubt the first place you're aiming to tackle. But it can be tricky…The world's changing every day, and people expect more. Period. So, where do you start? Glad you asked, because – as it happens – I sat down with an expert on this very subject. Cori Poland, Chief Experience Officer at Rivermark Community Credit Union offers top tips around how CUs can implement more innovative ways to service members—this week on CRMNEXT's Banking on Experience.
2022-02-0723 minBanking on Experience powered by BUSINESSNEXTEpisode 91: Member Servicing in a Dynamic WorldFeeling charged up and ready to keep resolutions in 2022? If you're anything like us, service sits at the top of that list. And when it comes to your credit union, the importance of member service in today's changing world simply cannot be overstated. I got to sit down with Cheryl Purrington, Senior VP of Sales and Service at ACFCU for some of her fantastic perspective around this vital subject—this week on CRMNEXT's Banking on Experience. Topics we covered include: Why Cheryl is passionate about member servicing Some of th...
2022-01-3126 minBanking on Experience powered by BUSINESSNEXTEpisode 90: Turning Your Networking Into a Community-Building ExerciseAh the limitless power of networking. We all want to access it more effectively, but the goal can be daunting. Luckily, I got to sit down and chat with an expert on the subject. Sara Freeman, VP of Business Development at Truity CU shares some fantastic insight around how you and your credit union can turn networking into a community building exercise—this week on CRMNEXT's Banking on Experience. Topics we covered include: Why Sara's passionate about networking How your CU can build a proper network Building network + helpi...
2022-01-2421 min
Banking on Experience powered by BUSINESSNEXTEp 1, CU Changemakers: Women On Work - The Who, What, WhyNo doubt about it. The CU Space is filled with spectacular people whose stories are too often untold – particularly those of the MANY women in the industry who are driving the kind of change needed in the communities they're an integral part of. And that, my friends, is precisely why CU Changemakers: Women On Work (WOW) was created. Sponsored by CRMNEXT's Banking on Experience, this podcast launches its first episode today, and we can't wait to share it with the world! Joining forces to shine light on the unsung her...
2022-01-1738 minBanking on Experience powered by BUSINESSNEXTEpisode 88: America's CU Museum + Intro to CU Change MakersWe couldn't be more thrilled about what episode 88 entails! This month, a new podcast series called CU Change Makers makes its debut, sponsored by CRMNEXT's Banking on Experience. And co-hosting this exciting new collaboration is Stephanie Smith, Executive Director of America's Credit Union Museum. Stephanie joins us to share more about the Museum's past, present, and future and to offer just a small taste of what you can expect from CU Change Makers. We can't wait for you to get your ears on it! Topic...
2022-01-1011 minBanking on Experience powered by BUSINESSNEXTEpisode 87: More Efficient Lending in 2022Looking to lend more efficiently at your FI? (Does a bear poop in the woods?) We've got you covered! Brian Geary, President of Linear Financial Technologies is an expert in this area, and he joins me to share top tips—this week on CRMNEXT's Banking on Experience. Topics we covered include: - Reviving the SMB Economy through lending: how your FI can help - The effect work from home has had - Biggest lending challenges FIs face (and what you can do about them) - The...
2021-12-2722 minBanking on Experience powered by BUSINESSNEXTEpisode 86: The Bridge Between Brand and ExperienceYou've got brand. You've got customer and member experience. But are you focusing enough on the link between the two? We're talking bridges here, folks. And joining me to offer his expert advice on what steps financial institutions can take is Co-Founder and President of InnerView Group, Chris Wallace—this week on CRMNEXT's Banking on Experience. Topics we covered include: Biggest misconceptions about experience in the financial world The role that brand plays Measuring experience: foundational steps for FIs How your FI can manage branding experience more effectively Who own...
2021-12-2024 minBanking on Experience powered by BUSINESSNEXTEpisode 85: Inclusion, Innovation, and the Future of CUsHear that? Yep, it's 2022 knocking at the door. And, if you're brainstorming how to make this the best year yet for your credit union and its members, we've got some expert advice I think you'll appreciate. Jordan Beyer, Founder at Organizational Health Solutions, LLC and Grassroots Advocacy Manager for NWCUA is passionate about the CU space and its future. He sits down with our own Joshua Barclay to discuss how financial inclusion, innovation, tech, and more play a role in helping the credit union movement survive and thrive—this week...
2021-12-1325 minBanking on Experience powered by BUSINESSNEXTEpisode 84: CUSOs, Credit Unions, and the Power of ConnectionWhen you get a chance to chat with the CUSO Guru, you grab it! And that's just what CRMNEXT's own Joshua Barclay did at NACUSO's 2021 Conference. Lucky for our Banking on Experience listeners, he recorded the conversation to share with you! Guy Messick (the CUSO Guru) has been in the CU Industry for over 35 years. He is currently the CEO of NACUSO Business Services, Inc., and we're thrilled he was willing to share his wisdom. Topics we covered include: The importance of NACUSO's 2021 ev...
2021-12-0612 minBanking on Experience powered by BUSINESSNEXTEpisode 83: A Fresh Look at GRC + Your CULet's be honest – GRC (Governance, Risk Management, and Compliance) gets a bad rap. Your credit union team members don't break for lunch and say, "Hey! Let's play GRC bingo!" But…maybe they should. Ok, that's a stretch. But the truth is, this topic is massively important when it comes to your financial institution. And no one can offer better insights around it than Amanda Cohen, Director of GRC Products at Resolver and my guest expert this week on CRMNEXT's Banking on Experience. Topics we covered...
2021-11-2912 minBanking on Experience powered by BUSINESSNEXTEpisode 82: How your CU Can Avoid Mergers and AcquisitionsFeeling hunted? Not an ideal place for a credit union to find itself, but – for many CUs today – them's the hard facts, folks. So how can your credit union avoid mergers and acquisitions? And why should you want to? To answer these questions (and many more), I'm joined by CEO of CU Sol, Jonathan Taylor – this week on CRMNEXT's Banking on Experience. Topics we covered include: The whats and whys of CU Sol Clarifying: Mergers of Mercy vs. Mergers of Strength How CUs get in this spot to begin wi...
2021-11-2229 min
GTM Made Simple992: How To Project for the Future By Discussing Quarterly Successes & FailuresTaking time to reflect on what worked or didn’t work for the quarter is a good way to regroup and figure out what to do as we head into the unpredictable future. At the very least, it’s a way to therapize our shared challenges with the market. In this special quarterly state of the market episode, we touch on emerging trends, what executives are seeing in the marketing world, and the business world in general. Our panel includes:
Darryl Praill, CRO at VanillaSoft
Michael McCunney, Vice President, Marketing at Revenue Analytics, Inc.
Caitli...
2021-11-2253 minBanking on Experience powered by BUSINESSNEXTEpisode 81: Leadership Lenses: Your FI and a Fresh Look at LeadingReady, set, LEAD! For many, their induction into a leadership role is akin to a polar bear plunge – jump in and hope you don't drown (while smiling for the camera.) Others enjoy the advantage of mentors to guide them more gently into the deep end. But one thing's true across the board: Becoming the kind of leader that financial institutions need in this ever-changing world isn't easy. That's where Laurie Maddalena comes in. Laurie is CEO and Chief Leadership Consultant at Envision Excellence, a Certi...
2021-11-1529 minGTM Made Simple984: A Deep Dive Into Understanding Intent Data & Its ApplicationsYou’ve probably heard about intent data before, but might not know just how beneficial it can be to an organization when you have a firm understanding of all its use cases. To understand the full scope of what intent data can do, we’ve brought on a team of experts to each share their experiences.Members of this roundtable discussion include:
Michael McCunney, Vice President, Marketing at Revenue Analytics, Inc.
Lisa Sharapata, CMO at BoostUp.ai
James Gilbert, Head of Marketing at CRMNEXT
Millie Resnick, Vice President Product Marketing at Bombora
Kerry Cunningham, Product Marketing at 6...
2021-11-1055 minBanking on Experience powered by BUSINESSNEXTEpisode 79: The CUInsight Story: a Chat with Randall SmithIt's a pretty indisputable fact that CUInsight has found a home at the heart of the credit union community. And this week on CRMNEXT's Banking on Experience, we're honored to have CUInsight Co-Founder, Randall Smith join us to share the story of this fantastic organization. Topics we covered include: How CUInsight came to be Love at first click? How they gained adoption so quickly Lessons from failure Top successes (and how they got there) Partnering with CUInsight: what vendors need to know What's next for CUInsight And more
2021-10-2528 minBanking on Experience powered by BUSINESSNEXTEpisode 78: In Their Shoes: Meeting Members Needs on Their TermsAre you speaking the love language of your members? As credit unions, you're not serving numbers. You're serving people. And people? Well, they tend to have a whole lot of individual preferences. Meeting the needs of members on their time and in their place can make ALL the difference for your financial institution. Joining me this week on CRMNEXT's Banking on Experience is a true expert on the subject. Seth Brickman has worked with both Amazon and Microsoft, is a Veteran of the United States Navy, and is now CE...
2021-10-1828 minBanking on Experience powered by BUSINESSNEXTEpisode 77: DEI and Your CU: Breaking Down BarriersBe honest – do DEI discussions make you nervous? You're not alone. As it happens, there's a lot of fear around these topics. The real question is: what are you going to do about it? May I humbly suggest you tune in this week to CRMNEXT's Banking on Experience, as DEI advocate Dan Marquez (they/them), also known as Madam Nymphadora, share some incredible insight into how you and your financial institution can break down that fear and be part of positive change. Topics we cover...
2021-10-1130 min
CUNA News PodcastSponsored: Growth-driven marketingWhen credit unions think about ways to drive growth, marketing may not be the first thing that comes to mind. But marketing shows enormous potential in this area. If marketing integrates well with the rest of the credit union, it ensures that goals and messages are clearly understood across departments and communicated to members. This episode of the CUNA News Podcast features James Gilbert, head of marketing at CRMNext. Gilbert says that marketing needs to be the communication channel for every function of the credit union to break down siloes between departments and e...
2021-10-0816 minAmerica's Credit UnionsSponsored: Growth-driven marketingWhen credit unions think about ways to drive growth, marketing may not be the first thing that comes to mind. But marketing shows enormous potential in this area. If marketing integrates well with the rest of the credit union, it ensures that goals and messages are clearly understood across departments and communicated to members. This episode of the CUNA News Podcast features James Gilbert, head of marketing at CRMNext. Gilbert says that marketing needs to be the communication channel for every function of the credit union to break down siloes between departments and e...
2021-10-0816 minBanking on Experience powered by BUSINESSNEXTEpisode 75: The Future of Mortgage and Lending: How to Improve the Tech GapWe can see into the future. Ok, not really. But Tom Millon, CEO of Computershare Loan Services (CLS) has a pretty good idea of what we can expect when it comes to the future of mortgage and lending. (Hint: It has a lot to do with improving the tech gap that still exists there.) And he joins me this week on CRMNEXT's Banking on Experience to offer valuable insight on the subject. Topics we covered include: Computershare and Loan...
2021-09-2717 minBanking on Experience powered by BUSINESSNEXTEpisode 74: Collaboration: The Key to Credit Union Success"Come together right now...." Credit unions all over are discovering the rockin' power of more effective collaboration. And there's perhaps none more passionate about that concept than Benjamin Hering, Director of Engagement at Minnesota Credit Union Network and a previous Filene i3 participant. He sat down with me this week on CRMNEXT's Banking on Experience to discuss. Topics we covered include: - Why Ben's so passionate about collaboration within the CU space - The risks of NOT collaborating ...
2021-09-2022 minBanking on Experience powered by BUSINESSNEXTEpisode 73: Survival of the CU: Adapting Your Member Experience in a Changing WorldThe world is a'changin' at a pace that's given most of us chronic whiplash. – And when it comes to your credit union's member experience, adapting quickly to meet today's needs can feel a touch daunting. Not to worry- Lauren Culp, Publisher & CEO of CUInsight (and "Right on the Money" Judge for the 2nd year in a row) is an expert in this area. And she sat down with me this week to share top tips, on CRMNEXT's Banking on Experience. Topics we covered include: Why Lauren is passionate abou...
2021-09-1329 minBanking on Experience powered by BUSINESSNEXTEpisode 72: More than Just Talk: Creating a Culture that CountsI double-dog dare you…to implement a culture that actually delivers. Diving into that realm does require chutzpah – from a leader who's willing to go where others don't. Lucky for our listeners, I got to sit down with one such leader this week on CRMNEXT's Banking on Experience. Sundie Seefried is CEO and President at Safe Harbor Financial (and former CEO at Partner Colorado CU), and she offers some fantastic suggestions on implementing a culture that's more than just talk. Topics we covered include: A...
2021-09-0722 minBanking on Experience powered by BUSINESSNEXTEpisode 71: Embracing a "Flawsome" Culture at Your FILet's just get it out there: Not all credit unions are created equal. BUT every one of them (from the smallest to the largest) has the potential to be fully "flawsome," and that's the truth. Nanci Wilson of University FCU defines this fantastic word – and offers top tips on creating a better, more empathetic culture at your credit union – this week on CRMNEXT's Banking on Experience. Topics we covered include: "Flawsome" defined Why Nanci is passionate about this Nation-wide feedback she's received on the sub...
2021-08-3030 minBanking on Experience powered by BUSINESSNEXTEpisode 70: The "Unscripted Happy Hour" & short-term lending: a chat with Juan Fernández CeballosHappy hours and short-term lending… It may seem an unlikely pairing. But Juan Fernández Ceballos, President and CEO of the Credit Union Association of New Mexico and the host and creator of the "Unscripted Happy Hour" joins us this week on CRMNEXT's Banking on Experience to discuss both. And it makes for a well-mixed conversation cocktail. Topics we covered include: Why Juan created the "Unscripted Happy Hour" (and where it is today) How people can find it (short answer: Juan's LinkedIn) Some of the biggest successes with "Unsc...
2021-08-2327 min
Banking on Digital Growth119) #ExponentialInsights: Being Human at Every Turn - Sales & Customer ExperienceWhen 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 in...
2021-08-1733 minBanking on Experience powered by BUSINESSNEXTEpisode 69: If you Build it, They will Come: Financial Education and DEI in Today's WorldGivers of hope. – Sounds epic, right? But it's precisely what financial institutions have the potential to be IF their top priorities are to listen, educate, and include. Joining me on CRMNEXT's Banking on Experience to discuss financial education and DEI in today's changing world is Andrea Finley- a true rock star in her field. No really…she was 2020's CU Rockstar for her work in financial education. ;) She's also the Community Engagement Manager at AACUC (African American Credit Union Coalition), a certified diversity professional, and one of the most inspir...
2021-08-1630 min
The Next CMOTransforming customer experience with James Gilbert, CMO of CRMNEXTIn this episode, we speak to James Gilbert, the CMO of CRMNEXT. James is a self-professed journey mapping geek and a deep expert in customer experience. We cover a broad range of topics in the discussion, including:Understanding customer experienceRaising expectations for multi channel experiences from consumersKeeping up with AmazonHow do you start a customer experience transformation - journey mapping as the first stepWho owns the customer experienceLeveraging a crawl, walk, run strategy for improving customer experienceHow should the marketing team measure customer experienceAdditional information can be found at the following linksMore info a...
2021-08-1039 minBanking on Experience powered by BUSINESSNEXTEpisode 68: Prepare Now: Preserving Your Assets and Possessions You don't get to take it with you… You've heard that before. But discussions around death- and preparing for it financially- are still strangely taboo for a lot of people. This week on CRMNEXT's Banking on Experience, I'm joined by an expert on preserving your assets and possessions. Kenneth Kelly is Chairman & CEO of First Independence Bank (among many other impressive titles) and author of the new book, "Prepare Before I Let Go." And he shares some fascinating insight with our listeners. Topics we covered include: Kenneth's book: why he wrote it, wh...
2021-08-0924 minBanking on Experience powered by BUSINESSNEXTEpisode 67: RIP Command-and-Control Leadership Do as I say, not as I do. It's never been an effective policy, and it never will be. That the command-and-control leadership style held reign so long in the financial services industry is surprising, but one thing is crystal clear now: it's officially worn out its welcome. Michelle Peterson, Chief Member Experience Officer at A+ Federal Credit Union joins me this week on CRMNEXT's Banking on Experience to lend her expert insight on the subject. Topics we covered include: How Michelle got started in the CU Industry Defining...
2021-08-0220 minBanking on Experience powered by BUSINESSNEXTEpisode 66: Humanity at the Helm: Your Culture in a Digital World When it comes to connection these days, most people are like porcupines. We've been hurt. We're hypersensitive right now. And- if financial institutions are to thrive in this prickly, digital world- it's essential to put humanity at the helm. Joining me this week on CRMNEXT's Banking on Experience is the king of culture himself, Ricardo Gonzalez. – Ricardo is the Founder and CEO of Bilingual America, Founder of the Speakers Guild of America, and Author, Advisor, and Culture Expert. And he drops some seriously enlightening truth bombs on this episode. Topics we covered include: Wh...
2021-07-2626 minBanking on Experience powered by BUSINESSNEXTEpisode 65: The Necessity of Omni-channel Nurturing Nurture (verb): to care for and encourage the growth or development of. Sounds like something all good financial institutions should want to do for their customers and members, right? So, what's the best way to go about actually doing it? Ryan Zilker (CMO at Sound Credit Union) has some ideas. He joins us this week on CRMNEXT's Banking on Experience to share his top tips for leveraging omni-channel nurturing across interactions. Topics we covered include: Why Ryan's so passionate about it Sound CU and Digital: current, real-life examples of...
2021-07-1935 minBanking on Experience powered by BUSINESSNEXTEpisode 64: FI's & the latest, greatest new word: Figital Figital. It's one of the latest, greatest buzz words out there. And it seems the definition is a bit…well…fluid. So, how does "figital" apply to banks and credit unions? Glad you asked! Jamie Cosgrove- Head of Financial Services at Podium joins us this week on CRMNEXT's Banking on Experience for an open dialogue on every FI's favorite new word. Topics we covered include: Defining Figital + why Jamie's passionate about it Meeting ever-changing customer & member expectations Keeping up with the times: how banks & credit unions are doing The role...
2021-07-1227 min
AugmentSmile Identity, Rootly, Clearco, MarketForce, Botman and CRMNEXT raise funds | IBM plans to acquire BoxBoat Technologies | Peter Boyce II form his own firm called Stellation Capital | Switzerland’s national postal service has acquired TresoritSmile Identity received a $7 million Series A investment from Costanoa Ventures and CRE Venture Capital. Smile Identity intends to utilize the extra funds to strengthen its services, expand into new locations, and serve a larger range of ID kinds. John Cowgill, a Costanoa partner, will join Smile Identity’s board of directors. Smile Identity provides ID solutions in Africa and throughout the world for banking, telecoms, financial services, and shared economy applications.IBM plans to acquire BoxBoat Technologies, a well-known DevOps consulting firm and Kubernetes-certified enterprise service provider. BoxBoat will join IBM Global Business Services’ Hybrid Cloud Serv...
2021-07-0903 minBanking on Experience powered by BUSINESSNEXTEpisode 63: Serving the Underserved: How your FI can Make a Difference The Underserved. The Unbanked. These populations deserve access to the services banks and credit unions provide, and- for our communities to be truly successful- FIs need to step up. Joining me this week on CRMNEXT's Banking on Experience is Whitney Anderson-Harrell, Chief Community Development Officer at MSUFCU & President of the Desk Drawer Fund. And she offers a wealth of knowledge on this subject. Topics we covered include: Why Whitney is so passionate about this Defining what is meant by unbanked and underserved How a CU or bank can incorporate DEI more to...
2021-07-0629 minBanking on Experience powered by BUSINESSNEXTEpisode 62: Let them lead: clearing a path for young FI professionals Ready or not, here they come… The future of finance falls on young professionals in banks and credit unions who are fearlessly stepping up to lead. - Is your financial institution doing all it can to ensure their success? Allow me to present one person who is fully committed to the cause. Michael Murdoch, Marketing Manager at Wauna Credit Union and President of the Young CU Professionals of Portland (among many other noteworthy things) is a major advocate for these young leaders. And he returns to CRMNEXT's Banking on Experience th...
2021-06-2830 minBanking on Experience powered by BUSINESSNEXTEpisode 61: More we, less me: the Power of Cohesive Leadership Ready to really tap into the power of cohesive leadership? Enter the queen of cohesion, Amy Downs, who also happens to be CEO of Allegiance CU, a celebrated author, keynote speaker, and our honored returning guest (we can't get enough) this week on CRMNEXT's Banking on Experience. Topics we covered include: Key experiences that shaped her into the CEO she is today Trust & autonomy- examples of how her team functions Egos: how teamwork kicks those to the curb Success stories- seeing the results of her leadership style Top 3 tips to help CUs a...
2021-06-2120 min
The Future is Human - with Kayleigh O'Keefe48 - The Importance of Objective Thinking - and Seeing People For Who They Really Are with James Gilbert, Head of Marketing at CRMNextWelcome to The Kayleigh O’Keefe Show! In this episode of The Kayleigh O’Keefe Show podcast, Kayleigh interviews James Gilbert, Head of Global Marketing at CRMNext! James talks about the influence of his mom, his work & life experiences in other cultures, and how he channels his passion. In their conversation, they also explore the importance of: seeking first to understand one another the importance of objective thinking to solve challenges seeing people for more than what they look like and what they've accomplished We both agreed that this isn't the...
2021-04-2634 minBanking on Experience powered by BUSINESSNEXTEpisode 53: Why Tech Will Never Fully Replace Humans More and more people are afraid of being replaced by technology — it's a valid concern. In today's episode, though, we look at why this can't and won't happen, at least not in our lifetimes. Mike Miller, Vice President of Success at CRMNEXT, joins us in the latest episode of Banking On Experience, to talk about the value of human intelligence in business. What we talked about: - Mike's background and career journey - The flaw in data-driven decision-making models - Why success needs both da...
2021-04-2628 minBanking on Experience powered by BUSINESSNEXTEpisode 49: Technology, Process, & Innovation: Why FIs Are Lagging Only about 10% of FIs have embraced the cloud, yet banks actually invented the cloud. Why such a huge disconnect? In this episode, I interview Joe Salesky, CEO at CRMNEXT, and Chris Sachse, CEO at Think|Stack, about technology and innovation in FIs: What we talked about: Designing systems based on user experience The attitudes that rising leaders have towards technology Real examples of FIs that embraced digital transformation Projections for the future of technology in finance Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or...
2021-03-2936 minThe CUInsight NetworkDigital Integration - CRMNEXT (#3)Thank you for tuning in to episode 3 of The CUInsight Network, with your host, Randy Smith, co-founder of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.My guest on today's show is Joe Salesky, the CEO of CRMNEXT. Joe sums up what CRMNEXT is in two words; “Relationship Multipliers.” They assist credit unions in ‘simplifying the work’ by enhancing the member experience and increasing productivity, profitability and innovati...
2021-03-0532 minBanking on Experience powered by BUSINESSNEXTEpisode 42: Deliver on Experience, Drive Growth A lot of folks try to run digital marketing out of their core system. It almost never works. To do the things you want to do, CRM has to be a part of your tech stack. An effective tech stack is one major reason FinTechs are eating deep into business that should go to banks and credit unions. It doesn't have to be that way. In this episode, I talk about: Stats that show why you need a CRM The 3 pillars that underscore our core promise at CRMNEXT How to use...
2021-01-1811 minBanking on Experience powered by BUSINESSNEXTEpisode 41: This Is Us: CRM, Plain and Simple We almost never talk about ourselves. Self-promotion just isn't our way. But recently, our guests and our listeners have been asking: Who is CRMNEXT? And what do you guys do? In this episode, I share a bit about who we are and what we provide for banks and credits — plain and simple. What I talked about: Challenges and obstacles in the banking technology landscape Why CRM is about more than managing sales leads Making CRM part of your core tech stack Stay in touch with Banking on Experience by...
2021-01-1210 min
Banking on Experience powered by BUSINESSNEXTEpisode 38: It's time to walk the walk with CX with Anne Witherspoon at Texas Capital BankThese boots are made for walking…and that’s just what they should do. – But, when it comes to Customer Experience in Financial Institutions, too often there’s a whole lot of talk- and not enough walk. Not to worry! Anne Witherspoon- Chief Client Experience Officer at Texas Capital Bank, and our guest this week on CRMNEXT’s Banking on Experience- has some good advice for making sure your organization is offering the kind of stellar CX your members and customers deserve. What’s covered? · Anne calls it like it is. “Many people think they know...
2020-12-1315 minBanking on Experience powered by BUSINESSNEXTEpisode 37: How to educate financial wellness in a contactless world with Anna Baskin and Wendy Beswick at Service Credit UnionFinancial Education. Most of us could all use a whole lot more of it. But, in today's world of online information overload (and limited in-person contact), what's the best way for financial institutions to help offer that education to customers and members? Enter our esteemed guests this week on CRMNEXT's Banking on Experience. Wendy Bryant-Beswick and Anna Baskin of Service Credit Union in Portsmouth, New Hampshire join us to offer a brief education on…well…education. What's covered? A controversial question. What's a commonly held belief that Wendy and Anna mutually disagree with? List...
2020-12-0622 minBanking on Experience powered by BUSINESSNEXTEpisode 36: Right on the Money 1st Place Submission State Employee FCU Building Culture with Harold DixonWhen the evil corona-villain emerged, Bank and CU Superheroes rallied and rose to the challenge. Nearly 50 such heroes were nominated for CRMNEXT's Right On The Money 2020 Contest, and we were blown away by the good that's being done by financial institutions all over America! This week's episode of Banking on Experience celebrates our first place, grand prize winner- State Employees Federal Credit Union of New Mexico. We're honored to welcome their CEO, Harold Dixon, to shed some light on the heroic efforts that won them the title of Right on the Money 2020 Champion. What's covered?
2020-11-2920 minBanking on Experience powered by BUSINESSNEXTEpisode 35: How leaders can make an impact with their employees with Katie Nehl at First Community Credit UnionLeadership. The word encompasses a whole lot, but one thing's for sure: the positive impact good leaders can have on their employees is priceless. And on this week's episode of Banking On Experience, CRMNEXT's James Gilbert is joined by one such leader. Katie Nehl- Communications Manager at First Community Credit Union (FCCU) and CUInsights author- offers some valuable insight on the subject. What's covered? Why this topic? As Katie says, "Now more than ever, it really truly is important to implement that framework for making an impact- whether that's in your home life, in your...
2020-11-2237 minBanking on Experience powered by BUSINESSNEXTEpisode 34: Why your marketing strategy might be failing you with Amanda Thomas at TwoscoreOn the rocks with your marketing strategy? Don't know how or where things went so wrong? Like many relationships, this one might need an overhaul. But you're in luck! This week on CRMNEXT's Banking On Experience, President and Founder of TwoScore and marketing expert extraordinaire, Amanda Thomas joins us to share her wisdom on the subject. What's covered? · Why (and why right now) this particular topic was chosen. (Teaser: Amanda shares thoughts re clients who've doubled down on marketing efforts during the Pandemic vs. those who haven't, and the difference is astounding.) · Some of...
2020-11-1532 minBanking on Experience powered by BUSINESSNEXTEpisode 33: Journey Mapping Your Member Experience with Annette FranzAh, Journey mapping. We've been hearing about it since ye olden days of the 1980's. So, why are so many FIs still struggling to do it effectively? This week on CRMNEXT's Banking on Experience, Annette Franz- Founder & CEO of CX Journey Inc., Author, and the queen of journey mapping herself- joins us to lend her royal expertise. What's covered? A controversial question: What is Annette passionately opposed to, that most folks in the CX world are all for? In her words, "When people talk about NPS as the holy grail, it just makes...
2020-11-0821 minBanking on Experience powered by BUSINESSNEXTEpisode 32: How FIs can foster growth and acquisition in marketing with Nicky Senyard at Fintel ConnectWhat do an eight-hundred-pound gorilla and a chimpanzee have to do with fostering growth and acquisition in your FI's Marketing? Glad you asked! And you'll certainly want to tune in for the answer this week on CRMNEXT's Banking On Experience- as a marketing guru, Nicky Senyard of Fintel Connect lends her valuable expertise (and fantastic analogies) on the subject. What's covered? What our guest expert had for breakfast. (Cuz why not?) Nicky's defining lines rebrand marketing vs. performance marketing. (Some solid deets for people who think marketing and sales are the...
2020-11-0126 min
Office Hours: Where B2B Sales and Marketing Learning HappensMeasuring What Matters with James GilbertWhile some CMOs are tossing the MQL out the window, James Gilbert, the CMO at CRMNext is challenging folks to reconsider. Learn how to map out the customer journey and measure the impact of your marketing efforts.
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2020-10-2942 minBanking on Experience powered by BUSINESSNEXTEpisode 31: What 80's music can teach us about engaging with our members with Cynthia Kolko at Summit Federal Credit UnionWe're all livin' on a prayer these days. And those 80's jams? Yeah, they bring back some memories (or at least some movie-inspired nostalgia for you babies out there.) Regardless, that kind of nostalgia offers an avenue for a whole lot of creative connection with your members. And that's what this week's episode of Banking On Experience is all about. CRMNEXT's James Gilbert is joined by Cynthia Kolko- writer/PR pro at The Summit Federal Credit Union and author of the CUInsight Article, "Five credit union marketing tips inspired by 80s heavy metal" to discuss member engagement...
2020-10-2524 minBanking on Experience powered by BUSINESSNEXTEpisode 30: How to help people grow with Nanci Wilson at University FCUWe're designed to grow. So, it follows that growth should be encouraged and cultivated among your employees- even if that means they grow right on out of your organization. And this week on CRMNEXT's Banking On Experience, we're joined by guest expert Nanci Wilson, to talk all about empathy, the choices we make, and what it really means to help people grow. What's Covered? · How James found Nanci in the first place- via her CUInsight Article "I coughed at the grocery store," which had him in stitches. · How CUs can make sure...
2020-10-1820 minBanking on Experience powered by BUSINESSNEXTEpisode 29: How FI's can Lead Digital Disruption with Jim PerryDigital Disruption. It's a phrase we hear a lot, and for good reason. And it's precisely the kind of disruption financial institutions can lead right now. This week on Banking On Experience, CRMNEXT's James Gilbert is joined by Jim Perry, Senior Strategist at Market Insights, Inc. to discuss this very topic. What's covered? · Why Jim believes this topic is so important right now. It's not a new topic, but- as he says, "COVID has already liberated a lot of consumers from that transactional dependency on the branch. So that means we have to be talking a...
2020-10-1229 minBanking on Experience powered by BUSINESSNEXTEpisode 28: Why multi-channel communication is so important for members with Charles Peterson at Allied SolutionsLet's talk communication. Text, email, call, video-chat, carrier pigeon…There's no shortage of ways to communicate with your customers and members. But, riddle me this: Just why is it so important for FIs to utilize multi-channel communication? Here to answer that very question on CRMNEXT's Banking On Experience is guest-expert Charlie Peterson of Allied Solutions. What's covered? A discussion around some of the articles Charlie has written for CUInsight, particularly the one titled "How and where to communicate and engage members." (If you haven't read it, we highly suggest you do!) Ch...
2020-10-0527 minBanking on Experience powered by BUSINESSNEXTEpisode 27: Why diversifying your language skills can help growth Luis Valdez-Jimenez at 360 Federal Credit UnionLet's talk about language skills- more specifically, how diversifying yours can create some serious growth in your organization and in your community. This week on Banking On Experience, CRMNEXT's James Gilbert is joined by guest expert, Luis A. Valdez-Jimenez who offers some stellar perspective on the subject. What's covered: · Why diversify? For one thing, as Luis says, "Languages can help any organization convert the language barrier into a competitive advantage." · The travesty that is underbanked minority populations in your community, and the amount of business lost due to the inability to communicate. ...
2020-09-2729 minBanking on Experience powered by BUSINESSNEXTEpisode 26: How FIs can give employees new meaning and improve morale with a WFH environment with Jill Nowacki at HumanideiWorking from home? Yeah, us too. And among the many challenges around our "new normal" comes the question of how Financial Institutions can give employees new meaning and improve morale in this WFH environment. But you're in luck! This week on Banking On Experience, CRMNEXT's James Gilbert is joined by Jill Nowacki, President/CEO of Humanidei + O'Rourke, Author at CUInsight, and an expert on this very subject. What's covered? · High-level summary of/ discussion around Jill's CUInsight Articles: "Most of your employees are not okay" and "Caregiving and COVID: Are women going to lose professional gains?"
2020-09-2124 min
B2B Growth1333: Stop Doing Lazy Attribution w/ James GilbertIn this episode we talk to James Gilbert, Head of Marketing at CRMNEXT. Are you getting every B2B Growth episode in your favorite podcast player? If not, you can easily subscribe & search past episodes here. You can also find us on Apple Podcasts or Spotify.
2020-09-1500 minBanking on Experience powered by BUSINESSNEXTEpisode 25: How your Sales Approach is Earning you a Throat Punch. Don't Pitch-Slap People with Amy Downs CEO of Allegiance Credit UnionIs your sales approach earning you a throat punch? Don't pitch slap people! On this week's episode of Banking On Experience, CRMNEXT's James Gilbert sits down with Amy Downs- CEO of Allegiance Credit Union, Keynote Speaker, and Author to discuss the dos and don'ts of sales pitches. What's covered? · The story behind her CUInsight Article, entitled "Can I throat punch you?" (Trust us. If you haven't read it, you should.) · How sales pitches have evolved during the pandemic and the direction they should be heading. · Amy's expert advice on the real way...
2020-09-1426 min
De Zero StoriesTechnology is in my blood - In Conversation with Diksha Deo, Founder and CEO of INCUBSENCETechnology is in my blood - this one line sums up the absolute certainty of Diksha Deo on her purpose to make a difference for India by designing and manufacturing in India. As technocrat and leader - Founder of INCUBSENCE Diksha with her co-founder Anuj Sharma has been making a difference to the Indian tech start-up eco-system.
The big difference, they could make?
They made products of INCUBSENCE - Contact Less attendance systems and access control systems - designed and manufactured in India.
In my journey to connect with many Make In India Start-up Stories and innovations - Presenting this ve...
2020-09-1123 minBanking on Experience powered by BUSINESSNEXTEpisode 23: How the Member Experience will and has Changed with Britney Bailey Excel FCULife is change, but oh the evolving we've been doing this year! – And the member experience is no exception. On this week's episode of Banking on Experience, CRMNEXT's James Gilbert is joined by Britney Bailey of EXCEL Federal Credit Union to discuss in depth just how the member experience has changed and how she anticipates it will continue to change. What's covered? Britney's expert opinion on what she sees as some of the missing links for building good customer and member experience. Membership potential (As Britney says, they are, after all the ones "dr...
2020-09-0739 minBanking on Experience powered by BUSINESSNEXTEpisode 24: How credit unions can bring diversity to life with Michael Murdoch Wauna CUDiversity. Equality. Inclusion. It's stand-up, speak-out, real-talk time. And on this week's episode of Banking On Experience, Michael Murdoch of Wauna CU joins CRMNEXT's James Gilbert to share how Credit Unions can help bring diversity to life. What's covered? · Michael talks about partnering with a local chapter to put on a special 3-part Pride Event in Oregon, designed to promote DEI, to keep a conversation going, to raise money for the Q Center, and ultimately to provide a voice for young professionals in the CU community. · The need for Credit Unions to take a...
2020-09-0632 minBanking on Experience powered by BUSINESSNEXTEpisode 22: Why text should be in your communication preferences for your members with Brittany Farb Gruber at EltropyMost of us could text in our sleep (and sometimes do), so- when it comes to communication preferences for your Credit Union's members- offering and promoting the text option should be a no-brainer. Brittany Farb Gruber- Head of Marketing at Eltropy joins CRMNEXT's James Gilbert to discuss this uber-relevant topic on this week's episode of Banking On Experience. What's covered? What we've seen in the world of text for CUs since people have started working from home, why Brittany believes the pandemic has propelled us in a direction we were already headed, and how being "...
2020-08-2523 minBanking on Experience powered by BUSINESSNEXTEpisode 22: Why text should be in your communication preferences for your members.Most of us could text in our sleep (and sometimes do), so- when it comes to communication preferences for your Credit Union's members- offering and promoting the text option should be a no-brainer. Brittany Farb Gruber- Head of Marketing at Eltropy joins CRMNEXT's James Gilbert to discuss this uber-relevant topic on this week's episode of Banking On Experience. What's covered? What we've seen in the world of text for CUs since people have started working from home, why Brittany believes the pandemic has propelled us in a direction we were already headed, and how being "...
2020-08-2423 minBanking on Experience powered by BUSINESSNEXTEpisode 20: Banking on a Winning Data Strategy with CIO Joey RudisillWant a winning Data Strategy you can bank on? Listen in as Joey Rudissil- CIO at Central Willamette CU- shares his expertise with CRMNEXT's James Gilbert on this week's episode of Banking On Experience. What's covered? The role Joey believes data plays in Credit Unions, as well as businesses in general- and why it's important. Some of the biggest challenges he sees CUs face in trying to get alignment and get to the point where data can be a centralized focus point? Small spoiler: Processes play a big part. As Joey...
2020-08-0927 min
ABM Done Right - A Personal ABM PodcastHow Most Sales & Marketing Teams Are Not Effectively Using ABM - Interview with James GilbertSend us a textDuring this Stop the Sales Drop episode, James Gilbert (CMO at CRMNext) calls out how even the big players are not effectively using ABM as they are not using it as a complementary strategy. In fact, he thinks that true ABM shouldn't even be called ABM and that it should be a "company strategy" as ABM means that marketing owns most of the lift. This is why it becomes very tactical and channel-focused which only leads to account-based awareness vs. account revenue growth.Listen to this podcast to see how CloudCherry...
2020-08-0443 minBanking on Experience powered by BUSINESSNEXTEpisode 17: Building your Customer Experience From the Top Down with Nate BrownNate Brown who leads the CX accelerator community and is well known in the CX world along with James Gilbert from CRMNEXT talk about building a culture of experience from within. Starting with employees Building from the top-down cohesive collaboration between marketing and CX teams Come learn more about CRMNEXT: www.crmnext.com/us
2020-07-2028 minBanking on Experience powered by BUSINESSNEXTEpisode 15: What do you do if you suspect a coworker or employee is struggling with addiction?What they'll cover: "Smacked"- a book about Eilene's personal experience dealing the with the impact of addiction after discovering the secret life that led to her now late ex-husband's death. What it was that helped her make the brave decision to go public with her story. What jobs Eilene believes make people more vulnerable to addiction issues. And yes, financial service jobs are high on the list. What signs you should be aware of to help spot issues amongst coworkers or employees, as well as what steps to take if...
2020-07-0620 min
The Financial Experience Podcast for Banks, Credit Unions, and FintechHow FIs Can Solve the Complexities of Relationship Management?If financial services companies are serving an average of 600 customers per employee, is there an opportunity to improve that? "Absolutely," says Joe Salesky, CEO of the popular financials services CRM platform, CRMNEXT. Our latest podcast explores a little internet and tech history (did you know Joe helped build the first web videoconferencing solution nearly 25 years ago?), a fascinating discussion on the evolution of CRM solutions, and what principals can lead banks and credit unions to true digital transformation.
2020-07-0157 minBanking on Experience powered by BUSINESSNEXTEpisode 13: How the gaming and banking world come togetherJerry Leisure from Officium Labs and Joe Salesky, CEO of CRMNEXT bring unique perspectives of the gaming world and financial services world. Experience for gamers and members of a credit union or bank is unique and require attention to detail living the micro-journeys of experience first-hand How the gaming world is really paving the path for the future of work Come see more here: https://www.crmnext.com/us/blog/banking-on-relationships/
2020-06-2228 minBanking on Experience powered by BUSINESSNEXTEpisode 11: Crusading for CUs: Pro-tips from a Chief People & Strategy Officer at Canvas Credit UnionWhat's covered? Tansley's responsibilities as Chief People & Strategy Officer: organizational strategy, people (HR), and marketing/brand. How her many, varied roles throughout the years are helping her in her current one. (Teaser: the story of her career involves what she calls "the shwoop.") All about Canvas CU's unique tagline: "BS-free: the way it should be." (Not what you think it is.) The top 3 priorities she keeps in mind in her role. (You'll hear "service, listening, and engagement through story-telling" come up a lot here.) Some of the greatest challenges...
2020-06-0815 minBanking on Experience powered by BUSINESSNEXTEpisode 6: Will banks rush to digitization post-pandemic?World renowned author, Chris Skinner gives his opinion on what going digital really means for financial institutions. Hint: Those that are doing it properly "don't treat digital as a project; they treat is as a cultural transformation of a company." - His predictions on how the current pandemic will kick-start the digitization of banks and CUs into hyper-drive. - Projects in the plans for 24-36 months out are now being green-lit within days. Truly digital means far faster. - His thoughts on the balance between digital and human when it comes...
2020-04-2120 minBanking on Experience powered by BUSINESSNEXTEpisode 5: Delivering on Brand Promise in Trying TimesDelivering on a promise during a pandemic can be hard. It can be even more challenging to deliver one that they never forget. Amanda Grolemund and Jeff Cain talk about how the shift in our marketing must change to ensure long-term stability for you and them. Available on the CRMNEXT website as well: https://www.crmnext.com/us/blog/delivering-on-brand-promise-in-trying-times/
2020-04-1430 minBanking on Experience powered by BUSINESSNEXTEpisode 3: Future of Work: The Change of Customer ExpectationsThis week's Episode of Banking on Experience is all about the future of work and the change of customer expectations. And who better to delve into this realm than CRMNEXT's CEO Joe Saleski and his honored guest: award-winning marketing executive, Peter Weingard. Find content that is unique to financial services and CRM on the CRMNEXT website. We are always looking to create value for banks and credit unions who are looking for a banking CRM. This podcast is found here too: https://www.crmnext.com/us/blog/the-future-of-work-changes-in-customer- expectations/ Come see the video version of...
2020-04-1417 minBanking on Experience powered by BUSINESSNEXTEpisode 4: Tips from a Tech CEO and Serial EntrepreneurCome learn how Thomas Engdahl from Vidillion is handling the pandemic as a leading CEO for Tech companies in the Bay area. Find these episodes and more on the CRMNEXT website: https://www.crmnext.com/us/blog/tips-from-a-tech-ceo-and-serial-entrepreneur/
2020-04-0511 minBanking on Experience powered by BUSINESSNEXTEpisode 2: Lasting impact of COVID19 on MedicineMoving away from banking for a second as we all are looking for answers. Come hear straight from Dr. Aroesty. He tells us what to pay attention to and more. Come see other episodes on the CRMNEXT website along with other content related to CRM banking: https://www.crmnext.com/us/blog/lasting-impact-of-covid-19-on-medicine/
2020-04-0123 minBanking on Experience powered by BUSINESSNEXTEpisode 1: Banking on Experience IntroCome hear from industry experts in financial services. We'll have guests who talk about growing during a pandemic, how to drive growth in general, simplifying work like case management, and creating experiences that will never be forgotten. See it on our website too: https://www.crmnext.com/us/blog/banking-on-experience/
2020-04-0102 min
BAI Banking Strategies9.02: Credit unions, community banks and the path to frictionless customer serviceEspecially in the wake of relaxed regulation, community banks have leverage to make their customer experiences better.
Joe Salesky, the CEO at CRMNEXT Inc., discusses how the marriage of technology and proactivity can help banks deliver frictionless experiences.
2018-08-1415 min
CRM Talk056 Movable HazardGolfing in central Florida with alligators, Microsoft Dynamics rebranding and new pricing, more CRM vendors add AI, Chat and Drift, blocking the LinkedIn deal, automating drip marketing, customer journey mapping overload, simplified process mapping with Elements.cloud, CRMNext and banking, building a CRM vertical on a platform vs. building from the ground up.
2016-11-2338 min