How Listening and Learning Lead to Financial Transformation
by Audrey Cannata on November 9, 2022
“Financial literacy helps break down all barriers. It’s one of the foundation stones to give people their pathway to set themselves up for success.” - Devon Lyon The future of the financial world is transformational, not transactional. According to Devon Lyon, president and CEO at Cen …
Finding the Disconnect With Young Account Holders
by Audrey Cannata on November 9, 2022
“What do we need to do as a financial institution? Banking? Yes, check. Loans? Check. Investments? Check. We do all of them, but it's not about making it better. It was about checking the box.” -Mart Vos Mart Vos, the founder and CEO of Eko Investments, hears the same thing over and o …
Winning Through Risk-Taking: Leadership and Coaching
by Audrey Cannata on November 9, 2022
“What a really good coach does is create a space for the player - the leader - to understand all the dynamics and make the right decision.” -Nick Kennedy In tough economic times, training is an easy cut from the company budget. But this is a big blunder in the ever-changing financial …
From On Hold to On Screen: Multichannel Messaging in the Financial World
by Audrey Cannata on October 27, 2022
“Most banks have an interaction pie that looks like 80% phone calls and 20% live chat.” -Dan Michaeli Financial brands have an exciting opportunity to merge messaging, audio, and video into a seamless multichannel digital customer experience. So why are many financial brands stubbornl …
Will Your Credit Union Survive a Mass Extinction Event?
by Audrey Cannata on October 25, 2022
“Credit unions are giving up brand equity by not telling stories in a manner that creates emotional connection so potential members will want them as their primary financial institution.” - Ancin Cooley Almost half of America’s credit unions have disappeared since 2010. It’s a terrify …
Financial Brand Site Analytics: Set It and DON'T Forget It!
by Audrey Cannata on October 6, 2022
“It is taking advantage of the digital medium, but then the next step is actively paying attention to it and seeing how something performs. Now there's a lot of reasons to do that. There's millions and millions of dollars worth of reasons to do that.” -Jeff Sauer Data analysis is alwa …
Why AI is Your Teammate (and Not Your Enemy) at a Financial Brand
by James Robert Lay on October 6, 2022
“I think where anxiety and hesitation come in with AI is in not knowing what it is or what it could be.” -Evan Ryan Over the years, Hollywood and dystopian novels have instilled the idea that artificial intelligence (AI) is here to destroy humanity. But in the real world, AI works as …
The Power of a Purpose-Driven Mindset for Banking Transformation
by Audrey Cannata on October 5, 2022
“I think purpose is, by nature, transformational. I think a clear purpose can help people at all levels of the organization.” -Rilla Delorier
Compliance Question: Is Your Fine Print Ruining the Customer Experience?
by Audrey Cannata on September 20, 2022
“What is the reason for customers having friction with the online account opening process? It’s not a streamlined process. It is very cumbersome and not user-friendly.” -Jordan Ennest
Why Video is Vital to Building Customer Connections
by Audrey Cannata on September 19, 2022
“Video is just the most human experience you can deliver when you're forced to operate digitally and virtually.” -Ethan Beute