Banking on Digital Growth

Financial brands know there is a pressing need for digital customer service to change. We are steadily evolving into a digital society, yet nearly 80 percent of customer service issues are still handled over the phone. Dan Michaeli, CEO and Co-Founder of Glia, shared why multiple modes of communication - messaging, audio, and video - will soon become one seamless channel in the digital customer service experience. Join us as we discuss: - Lessons learned about engagement in digital customer service (5:27) - Organizational challenges holding FIs back from adapting (14:52) - The unified experience of messaging, audio, and video (20:50) Check out these resources we mentioned during the podcast: - Dan Michaeli - Glia - Digital Customer Service: Transforming Customer Experience for an On-Screen World - Finn.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.

Practical AI application will be the future of financial brands and fintech. By automating the mundane, sales teams will be able to give clients the human element they deserve. Evan Ryan, founder and CEO of Teammate AI, joins the show to talk about his book AI as Your Teammate and the potential for AI as an assistant. AI application can do wonders for your company’s bottom line - and the barrier for entry is much lower than you may think. Join us as we discuss: - Why AI has the potential for boundless leverage (4:40) - The practical use case for AI in banking and fintech (16:00) - How Evan used AI as an assistant when writing his book (25:24) Check out these resources we mentioned during the podcast: - Teammate AI - AI as Your Teammate - evan@teammateai.com You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted on Ausha. See ausha.co/privacy-policy for more information.

As Google’s Universal Analytics (UA) rides into the sunset, a lot of questions are swirling around the future of data and analytics. With Google Analytics 4, several features from UA will be going away. Jeff Sauer, Founder of Data Driven U, argues that marketing teams should look at this conversion as a fresh start for measuring their KPIs. Join us as we discuss: - Where financial brands fall short in optimizing data and analytics (4:48) - Opportunities for automating data and analytics collection (20:02) - Starting SMALL in data collection and reporting (27:24) Check out these resources we mentioned during the podcast: - Jeff Sauer - Data Driven U - Jeffalytics 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.

Purpose-driven digital transformation allows us to bring lessons from our past into the future. With a clear vision, banks and fintechs can confidently move forward and bring their communities and customers along. From navigating conflict to managing exponential change, purpose gives us perspective and frees us from the fear of the unknown. In this episode, Rilla Delorier, Board Director of Atlantic Union Bank, shares insights from her 30-plus-year purpose-driven journey. Join us as we discuss: - Why purpose plays into digital growth for financial brands (6:04) - How purpose-driven transformation positively impacts the bottom line (19:37) - Leadership’s role in reassuring employees and customers (29:01) Check out these resources we mentioned during the podcast: - Rilla Delorier - RillaDelorier@gmail.com - Cool Change with Chuck Allen 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 foundation for every relationship is trust. But it’s hard to gauge people’s authenticity in a digital space dominated by communication through text media. That’s why Ethan Beute, Chief Evangelist at BombBomb and author of Human-Centered Communication, believes in the power of video communication in a post-COVID world. By personalizing our interactions and messages through video, we can pull back the curtain of digital anonymity. Join us as we discuss: - Challenges financial brands face in trying to personalize experiences (10:47) - How video establishes trust in human-centered communication (17:52) - Why AI will never be a true substitute for the human connection (26:43) Check out these resources we mentioned during the podcast: - Ethan Beute - BombBomb - Human-Centered Communication 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.

Finances for freelancers and self-employed business owners are a whole different can of worms compared to the traditional American employee. Keeping track of tax payments and other financial obligations can be overwhelming. Oona Rokyta saw a need for a bank that catered to the independent workforce. As CEO and co-founder of Lance.app, Oona and her team built a niche neo-banking platform that focuses on helping content creators and small business owners. Together, they built a community of collaboration. Join us as we discuss: The inspiration behind starting a bank for the self-employed (5:31) Perspective around the collaboration of community in niche banking (24:54) Coaching as a core competency in financial brands and fintech (33:34) Check out these resources we mentioned during the podcast: - LinkedIn - Twitter - Oona@Lance.app - Lance.app 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 you’re presented with B2C legal documents on your phone, how often do you find yourself hitting that “Accept” button without reading a word? Customers are often bombarded by terms and conditions when opening new financial accounts. Yet, compliance documentation delivery through mobile apps can be incredibly clunky. Jordan Ennest, Product Specialist and Counsel for Compliance Systems LLC, shared how her team is upgrading the user experience when dealing with fine print. Join us as we discuss: - Common friction points for compliance documentation delivery (3:04) - Roadblocks preventing financial brands from addressing the customer experience (12:59) - Managing exponential change in the digital user experience (17:48) Check out these resources we mentioned during the podcast: - Jordan Ennest - Compliance Systems LLC 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.n Digital Growth Episode 217 - Jordan EnnestHosted on Ausha. See ausha.co/privacy-policy for more information.

Every journey begins with a simple step. Oftentimes, that step is as simple as finding clarity amidst the chaos. In this episode of our Inside Digital Growth series, one of our dear listeners asks “How can we best plan for future growth in a world that is unpredictable and full of change?” July is the perfect time to assess how 2022 is going for your brand and whether the rest of the year is going to be a period of growth or stagnation for you and your business. Strategic planning as a 90 day process — rather than one that is a 360 day process — is the key to being an agile financial brand in this modern market and we’ll reveal to you the two conversations you need to have with yourself every quarter to better guide your financial brand. Join us as we discuss: - Why optimism is a good thing for financial brands (9:55) - Transforming mindset through the strategic planning process (14:30) - The 90 Day Growth Method Framework(16:45) - A simple approach for gaining clarity into future growth (31:33) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 - The 90 Day Growth Method You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted on Ausha. See ausha.co/privacy-policy for more information.

What has digital growth meant to you, personally and professionally? Everyone’s story is unique, but each lesson learned is an opportunity to help others along the way. I had the pleasure of talking with Cathy Graham, Executive Vice President of Desert Financial Credit Union, about her personal transformation as a financial leader. Together, we celebrated a journey driven by a purpose: to give and to grow. Join us as we discuss: Avoiding burnout in an often misplaced pursuit of perfection (7:21) Why training programs are often an early victim of budget cuts (16:37) Maintaining boundaries between personal and professional life (22:05) Check out these resources we mentioned during the podcast: - Cathy Graham - Desert Financial Credit Union - Chief 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.

Our daily routines are formed through a marriage of habit and behavior. How you choose to develop those patterns can result in a happy union or a rocky relationship. I’m joined once again by my colleague, Audrey Cannata, Operations Lead at DGI, to review Tiny Habits: The Small Changes That Change Everything by B.J. Fogg. In this installment of our Behind the Cover series, we dive into the elements that dictate our habits. A few small changes can drive exponential growth in the behaviors that mold repetition. Join us as we discuss: -The 3 elements that facilitate the development of habits (5:59) - 3 factors that influence behavior (16:50) - Finding clarity in behavior by answering “The Discovery Question” (36:33) Check out these resources we mentioned during the podcast: - Audrey Cannata - Tiny Habits: The Small Changes That Change Everything 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.