Banking on Digital Growth

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.  Hosted on Ausha. See ausha.co/privacy-policy for more information.

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.Hosted on Ausha. See ausha.co/privacy-policy for more information.

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.Hosted on Ausha. See ausha.co/privacy-policy for more information.

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.Hosted on Ausha. See ausha.co/privacy-policy for more information.

The traditional customer interaction has steadily evolved in the age of digital customer service. But many age-old frustrations that hinder the consumer experience still plague financial brands. And that’s a problem because customers aren’t loyal to brands - they’re loyal to positive experiences. Rick Delisi , Lead Research Analyst at Glia and co-author of The Effortless Experience, shares how financial brands can get their customers’ loyalty back. Join us as we discuss: Underestimating customer expectations (5:35) Diminishing returns in delighting customers (10:20) Why video is vital to the digital customer experience (28:22) Check out these resources we mentioned during the podcast: Rick Delisi Glia The Effortless Experience: Conquering the New Battleground for Customer Loyalty Digital Customer Service: Transforming Customer Experience for an On-Screen World 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.Hosted on Ausha. See ausha.co/privacy-policy for more information.

Financial brands and fintechs are scrambling to get a piece of the digital lead generation pie on social media platforms. But it’s not enough to be an analytical marketing guru these days. You’d better know how to handle a camera, too. Mark Lachance , CEO of Maxy Media and author of The Lucky Formula, tells us how his team is conquering the digital ad space on social media. Join us as we discuss: Digital marketing trends on today’s social media platforms (3:50) The ambiguity of content creation versus promotion (15:30) How “luck” is a force you can stack in your favor (23:29) Check out these resources we mentioned during the podcast: Mark Lachance Maxy Media The Lucky Formula “The Luck Quiz” 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.Hosted on Ausha. See ausha.co/privacy-policy for more information.

When people think of digital communities, their thoughts likely turn to social media. But social media is simply a tool, and it’s a tool designed to curate one thing: content. Gina Bianchini , Founder and CEO of Mighty Networks , tells us how she envisions building future digital communities around culture. Join us as we discuss: A strategic approach to building a digital community (4:33) The hamster wheel of digital content curation (18:38) Conflating social media with authentic digital community culture (30:18) Check out these resources we mentioned during the podcast: Gina Bianchini Mighty Networks  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.Hosted on Ausha. See ausha.co/privacy-policy for more information.

Credit unions have a significant opportunity to use data to help and educate their members, yet 70 percent of credit unions don’t have a data strategy. Many executives may point to the monetary cost of implementing such a plan, but what are the hidden costs of ignoring it? Anne Legg , Founder of Thrive Strategic Services , tells us why more credit unions should implement a data strategy to ease their members’ friction points. Join us as we discuss: The typical timeline for implementing a successful data strategy (14:27) Benchmarking institutional data culture and consumption (20:19) Cost of action versus inaction when budgeting a data strategy (27:44) Check out these resources we mentioned during the podcast: Anne Legg Thrive Strategic Services Twitter 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.Hosted on Ausha. See ausha.co/privacy-policy for more information.

Life has a way of putting obstacles in our path. But it’s how we choose to overcome those roadblocks that define us. Audrey Cannata , Operations Lead at the Digital Growth Institute , joins me for another episode of our Behind the Cover series as we discuss Ryan Holiday’s The Obstacle Is the Way. By applying stoic wisdom, we can transform our account holders’ obstacles into opportunities to help guide them beyond financial pain. Join us as we discuss: Turning financial failure into a learning opportunity (7:09) Applying discipline and persistence to action (27:14) Quantitative versus qualitative investment opportunities (33:52) Check out these resources we mentioned during the podcast: The Obstacle Is the Way 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.Hosted on Ausha. See ausha.co/privacy-policy for more information.

Rather than leveraging their brands for change, banks and credit unions often get stuck in the institutional hamster wheel as opportunities for innovation die in a culture of “sameness.” But by stepping back from their busyness, they can reacquire their objective: creating a value proposition for their customers. Martha Bartlett Piland , President at BANKTASTIC and author of Beyond Sticky, tells us how financial brands can overcome their fear of focus and get back into the branding game. Join us as we discuss: Breaking away from the busyness to regain perspective (3:59) Pivoting back to focusing on giving value to your customers (18:22) Taking advantage of comm channels to spread brand awareness (32:22)  Check out these resources we mentioned during the podcast: Martha Bartlett Piland  BANKTASTIC  Beyond Sticky Her-Bank.com  BankMD.com   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.Hosted on Ausha. See ausha.co/privacy-policy for more information.