Banking on Digital Growth

Every great president or executive in finance has a kit of leadership lessons they’ve collected on their transformational journey. Each person’s story is a little different, but they all share one thing in common: to move forward on a path of change, they first had to push past failure. Shane Saunders, President and CEO of Mocse Credit Union, believes that every leadership success story comes with its own chapter on defeat.   Shane shares some of the valuable leadership lessons he’s absorbed not just from his years in finance, but also from his military days and an arduous climbing experience. Join us as we discuss: -How a challenging climb up El Capitan affected Shane’s outlook on failure (18:30) -Pushing past failure to achieve change in your organization (28:23) - Leading through uncertainty and giving your team clarity (37:10) Check out these resources we mentioned during the podcast: - ssaunders@mocse.org - Shane Saunders - Mocse Credit Union You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Different banking segments are certainly moving faster than others in transforming the digital landscape, like with subscription-based financial services. If financial leaders want to keep up, they need to alter their perception of change. Before acting differently, they need to feel different. Nick Belesis, VP of Growth at Fintech Insights by Scientia, believes it’s time for traditional banks to take the handcuffs off of their digital apps and give clients human-centric service. Join us as we discuss: - How subscription-based services can level up financial brands (10:25) - Reducing friction points in digital banking and fintech partnerships (18:16) - Why blockchain technology may be the future of digital finance (30:27) Check out these resources we mentioned during the podcast: - Nick Belesis - Fintech Insights by Scientia You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

The pandemic put fintech innovation on a near-vertical trajectory as financial brands pivoted into the next stage of our digital evolution. But despite the brilliant minds behind them, some of the fantastic new products we’ve seen in the last few years are failing. Greg Palmer, Vice President of Finovate, believes it’s because companies designed those products for rational people. But your typical consumer isn’t rational when it comes to their finances, so fintechs need to meet them where they are. Join us as we discuss: - What we should be paying attention to in fintech innovation (7:01) - How financial coaching can help consumers understand products (17:08) - Increasing the emotional quotient in fintech applications (24:32) Check out these resources we mentioned during the podcast: - Greg Palmer - Finovate - Finovate Podcast You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

What is holding many banks and credit unions back from just doing the right thing by their clients? The unfortunate reality is that most financial institutions profit off of people’s mistakes. But what if they pivoted to banking on positive outcomes instead? Matt Wallaert, Founder of BeSci.io and author of Start at the End, believes everyone in finance has an intrinsic desire to help others. But they’re bound to an industry that values measured processes over outcome-driven results, and that needs to change. And behavioral science could be the key to unlock a new perspective for financial leaders. Join us as we discuss: - The abstract nature of measuring behavioral science progress (4:42) - Reducing friction points to make banking better for common people (20:28)  - Why people need to hope before asking for help (34:20) Check out these resources we mentioned during the podcast: - Matt Wallaert - Start at the End: How to Build Products that Create Change - BeSci.io You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Personal branding is a subject that gives many people pause despite its incredible marketing potential. Whether it’s the fear of failure or an overwhelming desire for instant gratification, it’s easy to make excuses not to plant our flag in the ground. The Duchess of Decorum herself, Pattie Ehsaei, believes financial leaders have the time and potential to provide value to others through personal branding content. They simply have to find it in themselves to take the first step. Join us as we discuss: - Common misconceptions of social media in personal branding (12:22) - Why an attitude of helping will always trump selling (17:01) - Understanding the value of an hour in building your brand (24:03) Check out these resources we mentioned during the podcast: - Pattie Ehsaei LinkedIn - Pattie Ehsaei Instagram - Pattie Ehsaei TikTok - Pattie Ehsaei Website You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

If there’s one topic in intimate conversations that may be frowned upon more than finances, it’s death. Unfortunately, many families put off the wealth transition dialogue until it’s too late. They’re then left scrambling to find the missing pieces in their dearly departed’s life. Emily Cisik, CEO & Co-Founder of The Postage, tells us why financial brands should take the opportunity to help their customers through the tough conversation of death and wealth. Join us as we discuss: - How financial brands can drive natural connections with families (6:22) -Prioritizing emotional experiences over transactional ones (16:17) -Breaking through leadership barriers with emotional topics (23:35) Check out these resources we mentioned during the podcast: -Emily Sisik - The Postage You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

In the risk-averse industry of finance, digital content marketing can feel like traversing a minefield. As social media platforms continuously adjust their algorithms, many financial brands and fintechs struggle to keep up while using outdated traditional marketing tactics. Anna Wolf, Owner and CEO of SuperScript Financial Marketing Agency, tells us why financial services need to stop touting digital content like a broadcast and treat it like a conversation. Join us as we discuss: - Why financial services are always a step behind in digital marketing (8:13) - Reexamining your long-term digital marketing play (15:47)   - The future of AI writing tools and their place in content marketing (24:18) Check out these resources we mentioned during the podcast: - SuperScript Financial Marketing Agency - Anna Wolf You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Three years ago, Jennifer Poniatowski, VP of Mortgage Sales at Credit Union 1, and her team had no practical digital tools at their disposal. But Jennifer knew they had to be proactive in giving their clients the digital experience they deserved. By integrating forward-thinking tech into their operations, Jennifer elevated their member experience by investing in the employee experience. Through optimization, they are transforming their entire organization’s growth journey one step at a time. Join us as we discuss: - A hands-on approach to investing in the employee experience (5:12) -Rolling out their partnership with Total Expert’s CRM platform (12:28) - A proactive strategy of future growth through optimization (26:04) Check out these resources we mentioned during the podcast: - Jennifer Poniatowski - Credit Union 1 You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Community institutions are the backbone of lending for many businesses and individuals.   But when it’s easier to do business with bigger banks when it comes to consumer lending, community banks and credit unions lose. Joe Ehrhardt, CEO & Founder of Teslar Software, joins the show today with incredible, concrete examples of how you can better make your small, local financial brand stack up to the big boys. Commercial loans are not the only way forward — catering to consumers can also be a path as long as you’re making sure the consumer experience is modern and relevant to their needs. If your own executive board can’t do your processes, neither can your customers. Join us as we discuss: - Community banking’s reluctance to offer indirect loans (3:05)  - Educating consumers and local businesses on community lending (10:00) - Why financial leaders need to try their digital products (22:09) Check out these resources we mentioned during the podcast: - joe@teslarsoftware.com - Teslar Software You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Since the internet’s awakening in the mid-90s, we’ve experienced exponential growth in digital finance. As mobile technology and social platforms continue to democratize the world wide web, financial institutions and fintechs barely have time to stop and catch their breath. Marco Santos, CEO USA & Latin America Region - Grupo GFT, tells us why continuous learning and an exponential growth mindset are essential to keeping up with the pack in digital transformation. Join us as we discuss: - Curating a shared exponential growth mindset from the inside-out (9:05) - Why continuous learning will catapult financial brands forward (17:30) - How green coding can reduce exponential energy consumption (31:05) Check out these resources we mentioned during the podcast: - marco.santos@gft.com - Marco Santos - Grupo GFT You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

How often do revolutionary ideas in the financial space fall by the wayside because they’re left unshared? Collaboration is the mother of innovation in the Digital Age. As large financial institutions brace for tough economic times, credit unions are looking for ways to help common people with common financial problems. Jonathan Taylor, CEO at CU Sol, shares how credit unions are partnering with fintechs and other services to give consumers a hand up out of their financial stress. Join us as we discuss: - Collaborative projects like the CU Safe domestic abuse program (5:53) - Innovating for ourselves versus a focus on helping others (11:02) - Why so many innovative ideas are left on the cutting room floor (19:55) Check out these resources we mentioned during the podcast: - Jonathan Taylor - CU Sol - CU Safe - Bond.AI - Banking on Experience Podcast Call or text James Robert at 415-579-3002 or Jonathan at 207-653-8559 to collaborate on your innovative ideas You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Personalization is about humanizing the digital experience. But for banks and credit unions to successfully implement a customer-centric data strategy, everyone in the organization has to be aligned. In this episode, we’re joined by Tom Novak, VP/Chief Digital Officer at Visions Federal Credit Union, Craig McGlaughlin, CEO of Finalytics.ai, and Mark Ryan, Chief Analytics Officer at Finalytics.ai. These visionaries give their valuable insight into lessons learned as they navigated complexity together to give credit union customers the personalized experience they deserved.   Join us as we discuss: - Narrowing focus amidst a multitude of data points (11:16) - Practical shortcuts in personalization for smaller brands (17:54) - How machine learning can help FIs react to customer needs (26:48) Check out these resources we mentioned during the podcast: - Tom Novak - tnovak@visionsfcu.org - Visions Federal Credit Union - Mark Ryan - Craig McGlaughlin - craig@finalytics.ai - Finalytics.ai You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

With the world on the brink of recession, many financial institutions and fintechs are reassessing their branding in a tough economy. But instead of burying their heads in the sand, financial leaders should see this period as an opportunity for growth. Mark Arnold, President of On the Mark Strategies, tells us why banks and credit unions should resist cutting their marketing budgets and invest in their brands.   Join us as we discuss: - The three legs of the Branding Triangle (6:12) - Why cutting back on marketing during a recession is a mistake (14:45) - The distinct skill sets of leaders versus managers (22:28) Check out these resources we mentioned during the podcast: - Mark Arnold - mark@markarnold.com - On the Mark Strategies You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Financial brand marketers are in the communication business, so everyone has to flex their writing chops at some point. Yet, for one reason or another, many people believe they don’t have what it takes to create quality written content. But as Ann Handley, author of Everybody Writes, pointed out, you don’t need to be a brilliant writer to communicate value to your customers. You just need to be authentic.   Join us as we discuss: - Marketing transformations that inspired Ann to update her book (7:20) - Her three-step formula for creating quality content (14:48) - How to differentiate yourself in an expertise economy (22:28) Check out these resources we mentioned during the podcast: - Ann Handley - Everybody Writes: Your New and Improved Go-To Guide to Creating Ridiculously Good Content - Ann Handley Newsletter You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

Customer surveys have become the default mechanism for financial brands in understanding consumer behavior. But surveys have a glaring weakness: they fail to account for the “why” behind a customer’s shift in brand loyalty. Derik Sutton, CMO at Autobooks, tells us why financial brand leaders need to dig deeper and hear the stories behind the shifts in consumer behavior Join us as we discuss: - The four forces in play behind switches in customer behavior (7:10) - How digital evangelists can influence your consumers (18:52) - Bridging empathy for you customers through proximity (29:23) Check out these resources we mentioned during the podcast: - Derik Sutton - Autobooks You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.  

With the world on the brink of recession, many financial institutions and fintechs are reassessing their branding in a tough economy. But instead of burying their heads in the sand, financial leaders should see this period as an opportunity for growth. Mark Arnold , President of On the Mark Strategies , tells us why banks and credit unions should resist cutting their marketing budgets and invest in their brands. Join us as we discuss: The three legs of the Branding Triangle (6:12) Why cutting back on marketing during a recession is a mistake (14:45) The distinct skill sets of leaders versus managers (22:28)   Check out these resources we mentioned during the podcast: Mark Arnold  mark@markarnold.com On the Mark Strategies   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Your personal brand is a superpower. With positive nurturing, your brand can move mountains in financial services because people trust other people. But before you can sell your financial brand’s product to your customer, you have to sell yourself first. Dr. Cindy McGovern , CEO of Orange Leaf Academy and author of Sell Yourself, tells us why every financial leader and lender needs to look in the mirror and reflect on their personal brand. Join us as we discuss: The conflation of individual versus corporate branding (10:42) Cultivating self-awareness in personal branding (24:07) Why people tend to sell themselves short (36:07) Check out these resources we mentioned during the podcast: Dr. Cindy Sell Yourself: How to Create, Live, and Sell a Powerful Personal Brand You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Is the digital lending experience broken?While trying to find a proper balance of human interaction and self-service, many financial brands continue to miss opportunities to improve these transactions. Jeff Keltner , Senior Vice President of Business Development at Upstart , tells us how banks and credit unions can streamline their customers’ friction points in the digital lending experience. Join us as we discuss: Balancing human interaction with self-service (4:01) Why financial brands struggle to maximize their data (15:59) How alternative AI data can revolutionize lending (21:51) Check out these resources we mentioned during the podcast: Jeff Keltner Upstart Leaders in Lending You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

What is experience? At the Digital Growth Institute, we define it as the sum of processes that have been applied and optimized to exude a positive emotional response. But pain points and ill-conceived short-cuts can result in an undesired outcome. In celebration of our 250th episode, we reflect on several brilliant conversations around the subject of the customer experience in finance. Join us as we discuss: The dangers of over-reliance on automation in the Age of AI Why speed is key in benchmarking the customer expeience How your employees are directly tied to the customer experience  Check out these resources we mentioned during the podcast: Joey Coleman  Jay Baer  Dan Ginggis  Brittany Hodak  Jon Picoult Katherine Regnier   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Is the digital lending experience broken?While trying to find a proper balance of human interaction and self-service, many financial brands continue to miss opportunities to improve these transactions. Jeff Keltner , Senior Vice President of Business Development at Upstart , tells us how banks and credit unions can streamline their customers’ friction points in the digital lending experience. Join us as we discuss: Balancing human interaction with self-service (2:40) Why financial brands struggle to maximize their data (14:55) How alternative AI data can revolutionize lending (21:07)  Check out these resources we mentioned during the podcast: Jeff Keltner  Upstart  Leaders in Lending  You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts , on Spotify , or here . Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.