Shows
Banking on Experience powered by BUSINESSNEXTInside Jack Henry's Ambitious Strategy to Modernize The CoreTired of hearing about costly, disruptive core conversions that sideline credit unions when they need to compete most? There's a better way forward. In this episode, host Joshua Barclay sits down with Brynn Ammon, President of Credit Union Solutions at Jack Henry, to explore how extending—not replacing—your core system could be the competitive advantage your credit union needs. You'll discover: Jack Henry's revolutionary approach using cloud-native microservices that integrate seamlessly with existing systems The shocking truth about member data: most credit unions have access to less than 25% of their memb...
2025-09-0321 min
Banking on Experience powered by BUSINESSNEXTBreaking Down Banking Silos: The Highway To Unified DataWhat do 300 high schoolers, a treacherous dirt road, and an epic keg party have to do with your bank's data strategy? Everything, according to Joshua Barclay and Nick Del Francia from BusinessNext. In this unique episode, Joshua shares a wild story from his Connecticut party-throwing days to illustrate banking's biggest challenge: it's not about your products (everyone sells the same checking accounts and credit cards), it's about the experience—the "road"—that leads customers to those products. You'll discover: Why 66% of consumers want personalized experiences, but only 42% actually receive financial guidance from their bank...
2025-08-2027 min
Banking on Experience powered by BUSINESSNEXTAI Without Fear: The Compliance Playbook for Credit UnionsMost credit unions are trapped in AI paralysis. It's not because they don't want the competitive advantage, but because they're terrified of what happens when regulators come knocking. In this tactical episode of Banking on Experience, host Joshua Barclay sits down with Ray K. Ragan, Chief Information Officer at Securityplus Federal Credit Union, to solve the AI compliance puzzle once and for all—so credit unions can tap into the transformative use cases waiting on the other side. Ray isn't your typical credit union executive. As an Army Reserve officer who served on the Army AI...
2025-07-1734 min
Banking on Experience powered by BUSINESSNEXTThe Real-Time Payments Fraud Dilemma: Why Faster Transactions Mean Bigger RisksReal-time payments are revolutionizing how money moves—faster, easier, and more seamless than ever. But with speed comes risk. Fraudsters aren't just small-time scammers anymore; they're running sophisticated, AI-powered crime rings that target credit unions and community banks in real time. So, how do financial institutions fight back? In this episode of Banking on Experience, host Joshua Barclay sits down with Jeff Scott, VP of Fraud Tech Solutions at Q2, a fraud prevention expert on the front lines of the fight against real-time financial crime. Together, they reveal how credit unions and community ban...
2025-03-2727 min
Banking on Experience powered by BUSINESSNEXTWhy 44% of Accounts Go Inactive in Year One—and How to Fix ItDid you know that nearly half of new accounts—44%—go inactive within the first year? That's not just lost revenue—it's a major threat to long-term growth for banks and credit unions. The culprit? A broken onboarding process. Too many financial institutions skip relationship-building and jump straight into cross-selling, leaving members and customers disengaged and more likely to churn. So what's going wrong—and how can banks and credit unions turn things around? Our guest, Har Rai Khalsa, CEO & Cofounder of Swaystack, joins hosts Joshua Barclay and Andrew Piron to uncover the bigges...
2025-01-3031 min
Banking on Experience powered by BUSINESSNEXTDo You Really Own Your Digital Transformation?Digital transformation isn't just a buzzword—it's a survival strategy. But here's the catch: 70-80% of digital transformation projects fail. Why? Because many credit unions and banks unknowingly rent their digital future from vendors, leaving them trapped by hidden fees, outdated systems, and lack of control. In this episode of Banking on Experience, we sit down with Dylan Shaver, Chief Revenue Officer at TreXis, to uncover the truth about digital transformation. Dylan shares why owning your digital infrastructure is the only way to truly innovate and how TreXis is helping financial insti...
2024-11-1833 min
AT Banter PodcastAT Banter Podcast Episode 396 - Joshua Ang & Got GameThe summer is over and that means AT Banter returns to full strength as Rob, Ryan, Lis and Steve welcome Joshua Ang, host of the new AMI show Got Game to the show. They discuss the premise and origins of the show, which involves six youth with disabilities from all over the country coming together to a Board Game café to play accessible board games and discuss their respective lived experiences before diving into the importance of having youth driven content that fosters community and education.
Show Transcript
https://atbanter.com/wp-content/uploads/2024/09/at-banter-podcast-episode-396-joshua-ang-got-game.pdf
2024-09-1842 min
Banking on Experience powered by BUSINESSNEXTRedefining Growth: M&A Insights for Forward-Thinking Credit UnionsAs credit unions and their members face an intensifying landscape of challenges, from stringent audits to strategic mergers, this episode sheds light on the crucial decisions shaping the industry's future. I Join Joshua Barclay and John Taylor, alongside growth engineer John Dearing from Capstone Strategic, as they dissect controversial merger impacts, forecast economic shifts, and unveil cutting-edge growth strategies that promise to redefine credit union success. Whether you're navigating the pitfalls of fintech investments or seeking innovative ways to increase product and service penetration, this episode offers actionable insights and expert advice to guide you...
2024-02-0626 min
A Magical Life: Health, Wealth, and Weight LossVirtual Meditation and Fitness with Joshua FordJoin the conversation! Send Magic a text here!Today's guest is Joshua Ford, CEO and co-founder of HipTrain. Joshua and his trainers work to make personal trainers accessible to everyone so that your health can be a priority again. In our conversation today, we'll talk about the benefits of virtual personal trainers and how meditation became a part of HipTrain's offerings. Meditation is great for stress relief, mental wellness, and clarity, but it's not always easy to do on your own. Maybe you've tried some apps, but didn't stick with them either. Matching with a tra...
2023-09-1321 min
A Magical Life: Health, Wealth, and Weight LossPersonalized Consumer Wellness Services with Joshua FordJoin the conversation! Send Magic a text here!Today's guest is Joshua Ford, CEO and co-founder of HipTrain. Joshua and his trainers work to make personal trainers accessible to everyone so that your health can be a priority again. In our conversation today, we'll cover some of the key concepts behind the work at HipTrain such as having a personal relationship with your trainer and beating the guilt that comes with "falling off the wagon." Joshua's approach is highly personalized for each client because there is no one-size-fits-all solution for every health goal. Tr...
2023-09-0618 min
Banking on Experience powered by BUSINESSNEXTInnovation or Extinction: How Credit Unions Can leap into the fintech era with ease Introducing new technology to your Credit Union can feel like trying to launch a spaceship with a rubber band. But what if we told you there's a secret weapon—a cheat code—to help you leap over the hurdles of adopting new technology? Imagine your Credit Union smoothly adopting innovative fintech, all while expertly managing risk. Our guests on today's show are announcing a special event designed to help Credit Unions find the right fintech partners. Jenny Jackson, Alliance Manager at CUNA, and Nick Even...
2023-06-2739 min
Banking on Experience powered by BUSINESSNEXTLiquidity Crisis 2023 and Actionable SolutionsLooking for brutally honest answers to your liquidity challenges? Then you won't want to miss out on the first-ever Banking on Experience Live Podcast: Liquidity Crisis 2023 and actionable solutions. This live podcast brought together a community of credit union professionals and industry experts who are committed to sharing their insights, knowledge, and experience to help you solve your liquidity challenges. During this live podcast event, hosts Joshua Barclay and Jonathan Taylor cover the liquidity crisis from multiple angles. Liquidity Threats –– What are the "iceberg ahead" liquidity threats on the horizon that Cred...
2023-04-1951 min
Banking 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 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 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 minBanking on Experience powered by BUSINESSNEXTEpisode 76: As Leaders, How to Focus on Mental HealthHope you're well… We say it without thinking. But as leaders, it's our responsibility to make sure those words carry real weight – for ourselves and our employees. And this week, Banking on Experience teams up with The Strategic Hotbox podcast and its fantastic host, Dr. Brandi Stankovic (COO and Chief Strategy Officer of CU Solutions Group) for a takeover episode that puts mental health front and center. Topics we covered include: Why Dr. Stankovic is passionate about mental wellness in particular Some of the bi...
2021-10-0427 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 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 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 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 minBanking on Experience powered by BUSINESSNEXTEpisode 60: Going Up Against the Big Guys: Digital Marketing for Credit Unions Remember that old Gatorade commercial? "Anything you can do, I can do better?" When it comes to digital marketing, there's an old (outdated) school of thought that says that the big banks have the market cornered, and that Credit Unions are just bringing up the rear. But like I said, that's an outdated way of thinking. My guest on this episode of Banking on Experience is Kara Yaquinta. Kara is the Digital Growth Strategist at Tropical Federal Credit Union, and she's here to say that anything the big banks can do from a...
2021-06-1426 minBanking on Experience powered by BUSINESSNEXTEpisode 59: Know Your Numbers to Work Smarter, Not Harder When marketers focus solely on tactically creative work, they can forget about P&L and their metrics can get lost in translation. Is math the missing piece in this digital marketing equation? In this episode of Banking on Experience, I talk to Gaurav Bhatia, Chief Marketing Officer at PenFed Credit Union, about how knowing numbers helps marketers work smarter. We also talked about: - How math lends to credibility. - Tips for better prioritization. - Top KPIs marketers should focus on. Strategies for adopting...
2021-06-0727 minBanking on Experience powered by BUSINESSNEXTEpisode 58: What's It Like To Be Growth-Focused? You have to grow to survive. It's no different for financial institutions. Michael Hostetler, VP of Marketing at Crane Credit Union, discussed growth focus for credit unions with me in the latest episode of Banking on Experience. What we talked about: -Michael's passion for growth-focus and experience with M&As - What can credit unions do right now to achieve growth? - Reputation management through digital marketing Check out these resources we mentioned during the podcast: Michael's LinkedIn profile Crane...
2021-05-3124 minBanking on Experience powered by BUSINESSNEXTEpisode 57: Blowing up the Silos of Digital StrategyIt's no secret that digital is a part of our world. And while it might have made sense 10 or 15 years ago to try and separate a digital strategy from the rest of your strategy, we don't live in a world that allows that any longer. From banking to food ordering to shopping to getting a ride, digital technology is more a part of our lives than ever before. So why are so many companies' digital strategies still siloed? In this episode, I interview Bill Snider. Bill is the Vice...
2021-05-2425 minBanking on Experience powered by BUSINESSNEXTEpisode 56: How to Share Your FI's Unfiltered Story How do you tell your FI's vision and story authentically online? Among other things, you need to stay unfiltered. In this episode, I interview Alina Murcar, Marketing & Digital Content Specialist at Canopy Credit Union, about ways to share your unfiltered story on social media. What we talked about: - Why your FI should be like Yoda - What it was like to go through a complete rebrand in 2019 - The importance of taking pictures - How to bring your full self to work
2021-05-1729 minBanking on Experience powered by BUSINESSNEXTEpisode 55: Humanize Your Staff: Digital Marketing Strategy for FIs All staff members have their own landing pages — with not just their work history but also their community service, their favorite part of their job, and a calendar scheduling feature. This is what humanizing your staff digitally with marketing looks like. In this episode, I interview Katie Woods, AVP Marketing Coordinator at R Bank Texas, the innovator behind the humanizing movement at her community bank. What we talked about: - The origin & evolution of the humanizing movement - Exact specifications for staff personal landing pages ...
2021-05-1023 minBanking on Experience powered by BUSINESSNEXTEpisode 54: How to Use Predictive Analytics to Make Better Decisions From comic books to ancient mythology: humans have long fantasized about gaining the power to see the future. What if I told you your financial brand can get close? It may not quite be a crystal ball, but today's guest, Andy Rossmeissl, CEO of Faraday, says predictive analytics can help you make better decisions for your business and, in this episode, he explains how. We discuss: - The benefit of outsourcing predictive analytics - How to take an incremental approach to prediction (and why you should)
2021-05-0327 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 52: 2 Hindrances to Financial Planning & Education Your financial health is of equal importance to your physical health. Disagree? In this episode, I interview Anders Jones, CEO at Facet Wealth, about 2 impediments to financial planning and education. What we talked about: - The sin of putting the solution ahead of the problem - Finding tech that makes your advisors' lives easier - What it will take to adapt our strategy permanently Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website. Listening...
2021-04-1925 minBanking on Experience powered by BUSINESSNEXTEpisode 51: Becoming a Trusted Brand in Your Community Your goal is to become a trusted financial guide in your community. You'll have to create a space for yourself in your community to achieve this. But how? In this episode, I interview Teresa Shore, Branch Manager at Adventure Credit Union, about how to become a trusted brand in your community. What we talked about: Prioritizing the goal to give back Becoming a trusted financial guide with your community presence The Adventure Gives initiative Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.
2021-04-1215 minBanking on Experience powered by BUSINESSNEXTEpisode 50: Creating a Positive Compliance Culture Seamless employee experiences translate directly into frictionless member experiences. One huge hindrance to employee experience is compliance. Or is it? In this episode, I interview Rachel Guyselman, about creating a positive culture around compliance. What we talked about: Compliance officers are not trolls who hide under bridges Steps for integrating compliance officers into the beginning of projects The employee experience, member experience, and compliance triangle Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website. Listening on a...
2021-04-0516 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 minBanking on Experience powered by BUSINESSNEXTEpisode 48: True Omnichannel Creates a 360° Customer ViewYou may think you've nailed omnichannel if you communicate in multiple channels... Not so. A true omnichannel approach means developing a cohesive view of the customer and how they want to communicate. In this episode, I interview omnichannel master Jason Osborne, Global Head of Consumer Banking at Genpact. Jason & I talked about: What true omnichannel is 2 impediments to orchestrating your data Stories and examples of a successful omnichannel strategy The first 2 steps to get in the right omnichannel frame of mind
2021-03-2234 minBanking on Experience powered by BUSINESSNEXTEpisode 47: Your Cash Flow Secret Weapon: Charged Off Accounts Wouldn't you spend $30K to recover $300K? Fixed fee is a great way to collect on charged off accounts and increase your cash flow for much less cost than you might think. In this episode, I interview David Wiener, a.k.a. Mr. Cash Flow, CEO/President at Cash Flow Strategies, Inc., about overlooked cash flow strategies for financial institutions. What we talked about: Collecting charged off accounts with fixed fee collections People really do have money during COVID You need to do a cost segregation study if you...
2021-03-1524 minBanking on Experience powered by BUSINESSNEXTEpisode 46: Developing the Next Generation of Leaders We can't be fearful about pouring into our people. When our team members succeed, that means we were successful. In this episode, I interview Christian Elisabeth Hartley, Branch Manager at Keesler Federal Credit Union, about developing the next generation of leaders. What we talked about: Hiring with long-term intention Team member experience directly affects member experience 4 strategies for teaching and grooming new leaders Techniques that Christian implements to turn everyone into a manager Check out these resources we mentioned: Stop Living on Autopilot by Antonio Neves The WELL Acronym...
2021-03-0827 minBanking on Experience powered by BUSINESSNEXTEpisode 45: How Underwriting Could Improve the Affordable Housing Crisis Especially in today's climate of eviction moratorium, at least from an underwriting point of view, you want to raise the barriers to entry. But that's the opposite of good for low income renters. In this episode, I interview Frank Furman, Chief Operating Officer at PadSplit, about the challenges surrounding underwriting low income housing.
2021-03-0123 minBanking on Experience powered by BUSINESSNEXTEpisode 44: How Alternative Data Helps the Credit InvisibleOkay, so the purpose of the credit score is to give lenders something upon which to frame a quick decision: Should I loan to you or not? But not everybody has a credit score. Those without one are called the "credit invisible" consumer market. But 99% of people pay a phone bill. In this episode, I interview Steve Ely, CEO at eCredable, about using alternative data to help the 46 million credit invisible market build credit.
2021-02-1620 minBanking on Experience powered by BUSINESSNEXTEpisode 44: How Alternative Data Helps the Credit InvisibleOkay, so the purpose of the credit score is to give lenders something upon which to frame a quick decision: Should I loan to you or not?
But not everybody has a credit score.
Those without one are called the “credit invisible” consumer market. But 99% of people pay a phone bill.
In this episode, I interview Steve Ely, CEO at eCredable, about using alternative data to help the 46 million credit invisible market build credit.
2021-02-1519 minBanking on Experience powered by BUSINESSNEXTEpisode 43: Better, Not Bigger: Building Future Credit Unions What advantages do smaller credit unions hold over their competitors? And what needs to be core to culture, strategy, or execution for a smaller credit union to wield those advantages? In this episode, I talk with Denise Wymore, membership and advocacy development director at NACUSO, about: What advantage community-based credit unions hold over banks The role technology plays in helping small credit unions outpace the big guys Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.
2021-01-2518 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 40: How CX Can Make Your Business More HumanIt's time to humanize business. Both customer experience and employee experience really just provide the metrics for how human your business is.If your employees don't do the right thing for the customer because they're human, you've got the wrong people. In this episode, I interview Stacy Sherman, head of employee experience and CX at Schindler Elevator Corporation and founder of Doing CX Right, about tying customer experience to employee experience.What we talked about:International Day of People with DisabilitiesHow to get leaders on board with tying...
2020-12-2827 minBanking on Experience powered by BUSINESSNEXTEpisode 40: How CX Can Make Your Business More Human It's time to humanize business. Both customer experience and employee experience really just provide the metrics for how human your business is. If your employees don't do the right thing for the customer because they're human, you've got the wrong people. In this episode, I interview Stacy Sherman, head of employee experience and CX at Schindler Elevator Corporation and founder of Doing CX Right, about tying customer experience to employee experience. What we talked about: International Day of People with Disabilities How to get leaders on board with tying...
2020-12-2827 minBanking on Experience powered by BUSINESSNEXTEpisode 39. Banking Isn’t Transactional — It’s EmotionalFinancial health is about your money. Financial well-being, however, is about your emotional relationship with money.People are emotional beings. Sometimes our financial well-being matters more than our financial health.In this episode, I interview Jennifer Robison, Senior Editor at Gallup, and Anson Vuong, Managing Partner at Gallup, about focusing on financial well-being.What we talked about:The emotional economy3 things that people want to feel after a banking transactionPositioning yourself as a trusted advisor in a relationship
2020-12-2129 minBanking on Experience powered by BUSINESSNEXTEpisode 39: Banking Isn't Transactional — It's Emotional Financial health is about your money. Financial well-being, however, is about your emotional relationship with money. People are emotional beings. Sometimes our financial well-being matters more than our financial health. In this episode, I interview Jennifer Robison, Senior Editor at Gallup, and Anson Vuong, Managing Partner at Gallup, about focusing on financial well-being. What we talked about: The emotional economy 3 things that people want to feel after a banking transaction Positioning yourself as a trusted advisor in a relationship
2020-12-2029 minBanking 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 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 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 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 21: The art of telling your credit union story with Lorraine RanalliLorraine Ranalli is an author of 3 books, a consultant, and a regular writer on CUInsight. She gives us her take on how credit unions can bring their purpose and promise to life. How CU's can help the members feel the impact they are having on the economy. Lorraine and James talk about the secret sauce behind being a credit union and how it should be leveraged to promote the CU more.
2020-08-1636 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 minBanking on Experience powered by BUSINESSNEXTEpisode 19: Transforming Banks and Credit Unions through Digital Growth with James Robert LayOne of the world's leading digital marketing authors, speakers and advisors for financial brands, James Robert Lay, outlines the strategic manifesto banks and credit unions need to transform and survive in the digital age.
2020-08-0323 minBanking on Experience powered by BUSINESSNEXTEpisode 18: How to create a culture of volunteerism at work with Josh FrydayJosh Fryday, Chief Service Officer for the State of California gives us his insights on how to create the type of culture that empowers people to volunteer and serve their communities.
2020-07-2718 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 16: Breaking Barriers as an African American Woman Managing Director on Wall Street with Grace VandercruzeGrace Vandercruze discusses her assent in financial services despite the barriers she faced as an African-American woman in a largely male-dominated field. Her teamwork, networking, drive, and intelligence helped her overcome both the challenges she faced professionally and in her many mountain climbing treks including to the top of Mount Kilimanjaro.
2020-07-1333 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 minBanking on Experience powered by BUSINESSNEXTEpisode 14: GenZ: How to talk about finance in a way they can relate to with Bolun Li Zogo FinanceCredit unions can help the next generation become more financially savvy, and can garner new GenZ members along the way! The founder of Zogo Finance, a gamified financial education app that pays users to learn, explains how.
2020-06-2916 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 12: Checklist for Effective CRM ImplementationWhat you'll hear: The top 3 on Denis' checklist for effective CRM- Planning, engaging employees, and having a good analytics foundation take center stage here. What Denis considers most relevant when it comes to effective CRM right now. One-word teaser: platform. Additional facts that banks and credit unions should consider when choosing a CRM for banking. What led him to be one of the first to identify SaaS as a disruptive innovation, and not just another software delivery model. Some of his predictions for where he thinks things are headed...
2020-06-1521 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 10: The Future of Branches: Not Waiting for People to Come in the DoorSteve is the CIO of Dupaco Community Credit Union. Steve and Joe talk about utilizing member journeys and the member experience to help bring others in the door. Steve talks in-depth about how to maintain business continuity and stay ahead.
2020-06-0120 minBanking on Experience powered by BUSINESSNEXTEpisode 9: Member Service is not what you think it is with Jeannie WaltersSo, what can you expect to hear from our master of CX, Jeannie Walters? What led her to want to improve CX at organizations all over the globe. For Jeannie, it was- and is- all about "advocating for customers." The process she undertakes to help organizations improve their CX. Hint: It starts with taking a good look at what the real goal is. Insight into her still-popular 2012 TEDx talk on micro-moments: those "small moments that are often neglected," but offer huge opportunities for financial service providers to- well- provide in the best possible...
2020-05-2520 minBanking on Experience powered by BUSINESSNEXTEpisode 8: Future of Work Static and Stagnant Management of Customer Data is GoneAlex Jimenez and Joe Salesky talk about managing the data of customers, the use of notebooks and the inability to manage that across systems for sharing.
2020-05-1833 minBanking on Experience powered by BUSINESSNEXTEpisode 7: Star Wars - Lessons from the Most Successful Film Merchandising FranchiseDan Lobl contributed to the visual effects on several Star Wars films, including the original and prequel trilogies, The Force Awakens, The Last Jedi, and Solo. Dan and Marla discuss lessons to be learned from one of the most successful film merchandising franchises in history, as well as his own personal journey with the brand. From the path that landed him in his current role and what he believes are the secrets behind Star Wars' success (hint: you'll hear the words "hope" and "inclusivity"), to how one goes about sustaining the tremendous customer obsession between releases and...
2020-05-1116 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 min