Banking on Digital Growth

With the rise of mobile banking, voice banking has taken a backseat. Many banks still use an outdated touch-tone model for their customers’ voice banking needs. Yet, I believe voice banking is primed to take a great leap forward in optimizing customer engagement. We’ve seen tremendous strides in AI voice recognition technology over the last decade. Soon, your voice banking experience may be no different than talking with a teller. In this episode of our Inside Digital Growth series, I dive into the digital mailbag and answer several burning questions you have about voice banking. Join us as we discuss: - What voice banking means for FIs and how it can help them grow (1:25) - Concerns you should think about centered around voice banking (9:02) - How voice banking aligns with KYC (‘Know Your Customer’) (13:42) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 - James Robert Lay 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 by Ausha. See ausha.co/privacy-policy for more information.

Audrey Cannata joins me once again to continue our Behind the Cover series. In this episode, we discuss Joey Coleman’s book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. So many financial brands are built around customer acquisition that they end up neglecting the experience of their legacy clients. But by taking a proactive approach, banks and credit unions can maximize customer retention. Join us as we discuss: - The conflict of customer acquisition versus retention (7:38) - The difference between customer service and the customer experience (19:41) - How financial services can invest in the customer experience (30:47) Check out these resources we mentioned during the podcast: - Audrey Cannata - Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman 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 by Ausha. See ausha.co/privacy-policy for more information.

We’ve all been there - after opening an account with a new bank or credit union, you never hear a peep from them. Why aren’t financial institutions more proactive with their customer onboarding? I’m joined by J.J. Slygh, Principal Product Marketer at Total Expert, to talk about why so many FIs fail to make their new customers feel welcome. Communication is the key to deepening relationships, but a lot of financial brands can do better. Join us as we discuss: - Missed opportunities for deepening relationships with customers (6:11) - Cross-helping your customers rather than cross-selling (15:47) - Using customer data to help with proactive outreach (25:32) Check out these resources we mentioned during the podcast: - J.J. Slygh - Total Expert 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 by Ausha. See ausha.co/privacy-policy for more information.

A lot of people get anxious when they hear the word ‘automation’ in corporate-speak, sparking a dystopian vision of robots and computers replacing humans at work. But my guest, Glenn Hopper, believes that machine learning is simply another tool that can take financial brands to the next level. The CFO at Sandline Global and author of Deep Finance: Corporate Finance in the Information Age argues that proper checks and balances can usher banks and credit unions into digital transformation with AI automation. Join us as we discuss: - Potential roadblocks and dangers of using machine learning (8:20) - How to avoid being held hostage by AI automation (17:36) - Splitting time on the present versus future focus through data (24:33) Check out these resources we mentioned during the podcast: - Glenn Hopper - Find Glenn’s book, Deep Finance: Corporate Finance in the Information Age, on Amazon 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 by Ausha. See ausha.co/privacy-policy for more information.

With Google intending to phase cookies out of their browser later this year, marketing teams are scrambling to fill the void that the loss of third-party data will leave behind. Plenty of first-party data-mining options are at our disposal; you just need to look in the right places. In this episode of our Inside Digital Growth series, I answer questions about third-party data and share insight on how your financial brand can successfully transition away from it. Join us as we discuss: - What dwindling accessibility of third-party data means for banks (5:48) - How financial brands can transition away from third-party data (8:31) - New data-mining opportunities FIs should be looking for (13:15) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 - James Robert Lay 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 by Ausha. See ausha.co/privacy-policy for more information.

With mountains of data at their disposal, financial brands already have what they need to gain real-time insight and strategic foresight into their customer’s needs. That is the power of competitive intelligence. In this episode of our Inside Digital Growth series, I address your questions about competitive intelligence. You, too, can use it to empower your teams to get in touch with the ‘beat on the digital street.’ Join us as we discuss: - Why social monitoring tools are not creepy but cutting-edge (4:22) - Enhancing relationships with existing business customers (8:18) - How to use social listening tools to find new prospects (10:42) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 - James Robert Lay 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 by Ausha. See ausha.co/privacy-policy for more information.

Financial brands are becoming self-aware of their need to embrace digital, but a vast majority of them still feel they’re falling behind. Craig McLaughlin, Chief Executive Officer at Finalytics.ai, feels they missed a golden opportunity during the pandemic by failing to ready themselves for digital transformation. The data they need to reach the next stage of digital growth is right at their fingertips; they simply need to leverage it. Join us as we discuss: - Findings from Finalytics’ 2022 Credit Union Digital Maturity Index Report (1:46) - Opportunities to empower change and align culture (15:46) - Bridging the knowledge gap with training and education (26:38) Check out these resources we mentioned during the podcast: - Craig McLaughlin - Finalytics.ai 2022 Credit Union Digital Maturity Index Report 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 by Ausha. See ausha.co/privacy-policy for more information.

A lot of banks are trying to catch every fish in the ocean. But you don’t need to hook every potential customer in your market - only the ones who benefit from your expertise. In this episode of our Inside Digital Growth series, I answer your questions about niche banking. Banks and credit unions have the potential to build niche portfolios that will help common people with their common problems. They simply need to transform their thinking. Join us as we discuss: - Growth opportunities and finding a viable niche market (3:58) - Rejecting legacy rebranding in favor of transformation (11:34) - Technology as a coaching tool for establishing a niche (16:23) Check out these resources we mentioned during the podcast: - Text your questions to James Robert at 415-579-3002 - James Robert Lay 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 by Ausha. See ausha.co/privacy-policy for more information.

Financial brands will often try to cure a hemorrhage in sales with a marketing bandage. But my guest, Bo McDonald, the president and CEO of Your Marketing Co., believes that FIs are neglecting to dig deeper to discover the root of their problems. He argues that fear and lack of commitment have made marketing teams a convenient scapegoat when times get tough - yet that is exactly when businesses should be pushing their brands. Join us as we discuss: - (6:24) Asking questions to determine why a marketing problem needs solving - (9:30) Overcoming fear of failure through perspective - (19:20) Discerning between passion and commitment to a call to action Check out these resources we mentioned during the podcast: Email bo@yourmarketingco.com Twitter @ymcBO   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 by Ausha. See ausha.co/privacy-policy for more information.

Millions of Americans are drowning in student loan debt. With repayments resuming post-COVID, many borrowers are desperate to find a way to keep their heads above water. My guest, Bobby Matson, founder and CEO of PayItOff, contends that a lack of clarity is the number one culprit hindering people from escaping the student debt abyss. While several opportunities for repayment assistance exist, a complex system has become its own worst enemy. Bobby believes that most borrowers can regain their financial footing - they just need a guiding hand to show them how. Join us as we discuss: - Common roadblocks preventing borrowers from moving forward [3:12] - Opportunities for the workplace to assist indebted employees [13:53] - Steps servicers can take to help relieve their constituents’ financial stress [23:41] Check out these resources we mentioned during the podcast: - bobby@payitoff.io - @bomatson 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 by Ausha. See ausha.co/privacy-policy for more information.