From Thinking to Thriving: Leveraging the Kolbe A Index to Move Past Inaction
by James Robert Lay on November 18, 2024
Ever found yourself saying, “I need to think about it”? For many financial leaders, this simple phrase hides a deeper hesitation that keeps them stuck in inaction. Often, this delay stems from overanalyzing or waiting for certainty, which can stall growth, innovation, and much-needed …
Why Playing it Safe is Risky Business for Bank and Credit Unions Leaders
by James Robert Lay on November 12, 2024
Risk aversion has become a paralyzing force within banks and credit unions, particularly in marketing and sales teams. For institutions that prioritize security, the common reflex is to avoid taking bold action—often to prevent failure or blame. However, as Audrey Cannata and James Ro …
Leadership Burnout in Financial Services: Why Staying Stuck is No Longer an Option
by James Robert Lay on November 4, 2024
Many financial brand leaders feel stuck and unable to take the necessary actions to overcome the challenges they face. This sense of being stuck can stem from several factors, including pride, arrogance, fear of conflict, and the fear of looking in the mirror and confronting unpleasan …
The Digital Growth Accelerator: The Fastest Way to Thrive in 2025
by James Robert Lay on October 28, 2024
There’s no sugar coating it: Your bank or credit union is losing money—right now—because of hidden blind spots in your customer journey. If you don’t take action, these problems will persist, costing you even more in 2025. The longer you wait, the more you risk falling behind your com …
Humanizing Digital Experiences: A True Story of Why People Still Matter
by James Robert Lay on October 21, 2024
In today's digital age, creating a human connection in online interactions is crucial for enhancing customer journeys, especially for financial institutions. However, many banks and credit unions overlook this necessity, leading to missed opportunities and diminished customer satisfac …
The Power of Movement: Mastering Your Body to Master Your Mind
by James Robert Lay on October 15, 2024
In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss a powerful yet often overlooked connection—the relationship between physical movement and overcoming mental roadblocks like fear, anxiety, and complacency. They explore the idea that taki …
Reducing Friction: Optimizing the Loan Application Experience
by James Robert Lay on October 8, 2024
This episode of the Practical Perspective series dives into the hidden gaps and friction points in financial brand customer journeys that lead to loss of potential loans and deposits. James Robert Lay, along with Audrey Cannata, share insights from a recent website secret shopping stu …
Unlocking Website Potential: Asking the Right Questions
by James Robert Lay on October 1, 2024
Many financial institutions struggle with understanding why their websites lose out on potential loans and deposits. Often, the questions they ask in feedback forms fail to distinguish between different user journeys, leading to misleading insights and uninformed decisions.
Closing the Leadership Gap: Shaping the Future of the Financial Industry
by James Robert Lay on September 30, 2024
Most financial institutions are stuck in the present, lacking the forward-thinking leadership needed to navigate and thrive in a rapidly changing environment. Leaders within these organizations frequently find themselves overwhelmed by day-to-day operations, which restricts their abil …
The $100 Million Problem: Calculating the Financial Impact of Abandoned Applications
by James Robert Lay on September 24, 2024
In this episode of the Practical Perspectives series we share how a regional bank’s 67% abandonment rate on personal loans translates into a staggering loss of $100 million annually in interest income. The situation is further amplified by the fact that the brand is investing in paid …