Slamming the Brakes on Credit Union Entropy (with Ancin Cooley)
by James Robert Lay on August 30, 2022
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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
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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
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Brief Summary of Episode #222
The Secret Sauce for Data and Analytics Conversions (with Jeff Sauer)
by James Robert Lay on August 22, 2022
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Brief Summary of Episode #221
Being Over Doing: Purpose-Driven Digital Transformation (with Rilla Delorier)
by James Robert Lay on August 16, 2022
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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