The Year of Small Giants: Valuing Organizational Excellence over Scale (with Patti Mara)
by James Robert Lay on March 29, 2022
Brief Summary of Episode #180
How to Teach Kids Sound Financial Habits (with Chad Willardson)
by James Robert Lay on March 28, 2022
Brief Summary of Episode #179
A Guide to Becoming Digitally Driven (with Howard Tiersky)
by James Robert Lay on March 22, 2022
Brief Summary of Episode #178
Digital Transformation Begins with Purpose (with Baron Conway)
by James Robert Lay on March 21, 2022
Brief Summary of Episode #177
Why Financial Institutions Should Take a Risk on Fintechs
by Audrey Cannata on March 17, 2022
“The moment you say you’re a fast follower, what you’re really saying is you plan to be behind.” -Joel Swanson Fintechs are a risk that many financial brands won't take. They are comfortable staying in the Cave of Complacency where it familiar and safe. But many fintechs are actually …
The Future of Banking and Collaboration to Improve the Customer Experience
by Audrey Cannata on March 16, 2022
“You have to think like a banker: What is going to be this thing that I can offer that doesn’t necessarily exist—that hook to grab customers?” -Mary Wisniewski The future of banking is now. It’s time to move beyond the bank–fintech feud and find ways to work together to provide someth …
How the Employee Experience and Appointment Culture Play an Integral Role in a Financial Brand's Success
by Audrey Cannata on March 16, 2022
“When the client and improved staff experiences come together, you get much better business outcomes.” -Nicholas Barnes It’s true that when your employees are happy, your customers are happy. And when everyone is happy, and everything is working seamlessly, you can really grow your bu …
Behind the Scenes of the Digital Growth Institute (with Delena Dow Lay)
by James Robert Lay on March 15, 2022
Brief Summary of Episode #176
From Impressed to Obsessed: Why You Need to Invest in Customer Experience (with Jon Picoult)
by James Robert Lay on March 14, 2022
Brief Summary of Episode #175
The Financial Brand: Driving Digital Sales in Financial Services
by James Robert Lay on March 14, 2022
The way people and businesses shop for and buy financial services has been altered dramatically since the pandemic. No longer needing to go to a physical location, consumers can do their research, purchasing and ongoing engagement on their phone. But just because banks and credit unio …
Innovation: Common Ground for Financial Brands & Fintechs (with Andrew Witherbee)
by James Robert Lay on March 10, 2022
Brief Summary of Episode #174
Why We Need to Ditch Exclusivity Clauses (with Jeffery Kendall)
by James Robert Lay on March 7, 2022
Brief Summary of Episode #173
We All Love No Hassle: How to Entice Millennials and Gen Z (with Doug Brown)
by James Robert Lay on March 4, 2022
Brief Summary of Episode #172
What Banks Can Learn From the World's Best Retailers
by Audrey Cannata on March 3, 2022
"Social selling is still selling. It’s just another tool in your toolbox.” -Jody Guetter When banking professionals hear the term “social selling,” they cringe. Somehow it sounds too out-of-bounds for the traditional world of banking. Why is this the case? Jody Guetter, executive vice …
Getting Your Financial Brand's Digital Foundation in Place
by Audrey Cannata on March 2, 2022
“There’s an opportunity for banks to stop being afraid of outside factors and start embracing how they can take advantage of them.” -Jeffery Kendall The shift towards digital operations began long before the pandemic, but the pandemic did act as a sort of catalyst to advance things fo …
Adopting Empathy to Help Customers Embrace Financial Education
by Audrey Cannata on March 2, 2022
“We have to get out of this mindset of looking at people as purely transactions. We’re in the business of building relationships.” -Jelaire Grillo For too long people have considered it taboo to openly discuss their financial struggles, but that ends now. Not only should people not hi …
Why Financial Brands Need a Human Touch to Experience Growth
by Audrey Cannata on March 1, 2022
“At the end of the day, the person you’re selling to, the people that you’re serving are humans.” -Joey Coleman Too many brands are quick to eliminate the human element before customers have acclimated to their business. Raising the barrier to exit and making it difficult for customer …