Slamming the Brakes on Credit Union Entropy (with Ancin Cooley)
by James Robert Lay on August 30, 2022
Brief Summary of Episode #224
Voice Banking Means the Future Is More Conversational
by James Robert Lay on August 30, 2022
Do you have a smart speaker at home? Do you use voice notes to send quick messages to friends and colleagues? If so, you’re part of a major trend toward voice-directed technology.
How Brand Ambassadors Spark Digital Transformation at Financial Brands
by Audrey Cannata on August 30, 2022
“We get so caught up in automation and technology that we forget that there are people driving the business.” -Jelaire Grillo
Shifting the Digital Customer Service Experience (with Dan Michaeli)
by James Robert Lay on August 29, 2022
Brief Summary of Episode #223
The Emotional Impact of Transformation at Financial Brands
by Audrey Cannata on August 26, 2022
"We did regular pulse checks to see where our staff and our members were on the change. Were they feeling positive? Were they feeling benign to the change or were they feeling negative?” -Frank Chisholm
Keeping Up in Transformation with AI as Your Teammate (with Evan Ryan)
by James Robert Lay on August 23, 2022
Brief Summary of Episode #222
The Secret Sauce for Data and Analytics Conversions (with Jeff Sauer)
by James Robert Lay on August 22, 2022
Brief Summary of Episode #221
Being Over Doing: Purpose-Driven Digital Transformation (with Rilla Delorier)
by James Robert Lay on August 16, 2022
Brief Summary of Episode #220
Outstanding Onboarding: The Key to Keeping Your Customers Loyal
by James Robert Lay on August 16, 2022
“Most businesses are structured around acquisition, not the customer experience or retention.” -Audrey Cannata Spending money is about more than just dollars and cents. It involves people’s biggest and most emotional life events, like getting married, having kids, starting a business, …
Transformation Through Automation at Financial Brands
by Audrey Cannata on August 16, 2022
“I don't think that the right thing to do is think about, ‘Oh, look at the cost savings that we're going to have out of this,’ because that's shortsighted.” -Glenn Hopper
Video Communication: Give Them a Reason to Care (with Ethan Beute)
by James Robert Lay on August 15, 2022
Brief Summary of Episode #219
Does Your Financial Brand Practice the Art of Customer Onboarding?
by Audrey Cannata on August 13, 2022
“Financial relationships are spread out more than ever. Some data shows that 50% of consumers use two or more banks.” -J.J. Slygh
Neo Banking: Giving the Freelance Community a Financial Home (with Oona Rokyta)
by James Robert Lay on August 9, 2022
Brief Summary of Episode #218
Filling the Buckets of Change for Compliance (with Jordan Ennest)
by James Robert Lay on August 8, 2022
Brief Summary of Episode #217
Still Struggling to Transform Your Financial Brand? You’re Not Alone.
by Audrey Cannata on August 8, 2022
“The credit union websites that we analyze, you would think there would be just a tremendous amount of work every year to go and look at 50 of them based on any different criteria. The reality is when you look at those websites, maybe 20% have changed year over year.” -Craig McLaughli …
How Competitive Intelligence Gives Financial Brands the Upper Hand
by Audrey Cannata on August 6, 2022
"Competitive intelligence is the practice of using processes to monitor and collect data that provides not only insight but the foresight to bring the future into the present.” -James Robert Lay Competitive intelligence is an often neglected and misunderstood aspect of succeeding in t …
The Internet Cookie Is Crumbling. What’s Next?
by Audrey Cannata on August 6, 2022
"In a cookie-less world, email and mobile numbers have the potential to become the new universally unique identifier when it comes to data collection.” -James Robert Lay The cookie is becoming an internet relic. For years, most financial brands have relied upon cookies to deliver deli …
90 Days to the Peak: Climbing the Mountain of Change
by James Robert Lay on August 5, 2022
Brief Summary of Episode #216
Give and Grow: Building a Strategy Around Purpose (with Cathy Graham)
by James Robert Lay on August 1, 2022
Brief Summary of Episode #215