“What do we need to do as a financial institution? Banking? Yes, check. Loans? Check. Investments?...
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“What a really good coach does is create a space for the player - the leader - to understand all...
“Most banks have an interaction pie that looks like 80% phone calls and 20% live chat.” -Dan...
“Credit unions are giving up brand equity by not telling stories in a manner that creates emotional...
“It is taking advantage of the digital medium, but then the next step is actively paying attention...
“I think purpose is, by nature, transformational. I think a clear purpose can help people at all...
“What is the reason for customers having friction with the online account opening process? It’s not...
“Video is just the most human experience you can deliver when you're forced to operate digitally...
“Some of our biggest success stories have been when our clients have a great vision and then we can...
“We get so caught up in automation and technology that we forget that there are people driving the...
"We did regular pulse checks to see where our staff and our members were on the change. Were they...