Banking on Digital Growth

A lot of financial brands don’t take on certain risks for fear of diminished return. But that might not be the best perspective — sometimes risk makes sense when becoming obsolete is the alternative. To learn more about the necessity of risk within financial institutions, I talk with Joel Swanson, Chief Member Experience Officer at VyStar Credit Union, about playing the long game with the member experience, partnering with fintech, and advice for the audience. Join us as we discuss: - The conversations around digital 4 years ago at Vystar & what’s changed since then - How the member experience has changed most through a digital-first lens - How purpose has guided thinking around digital strategy & fintech partnerships - Overcoming roadblocks within your organization when leading change & hope for the future 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 customer’s tolerance for waiting when it comes to their finances is low — the best way to mitigate any unneeded wait time? — proactive appointment setting by employees. Not only does it lead to higher conversions, but lifetime value. To learn more about how exactly companies are integrating appointment culture, I talk with Nicholas Barnes, Practice Director, Financial Services at JRNI, about the employee experience and just how important it is to get comfortable with video conferencing. Join us as we discuss: - Focusing on the employee experience to create an overall positive internal & external experience - The elements that make up a strong appointment culture & video’s place within it - The biggest areas of opportunity for financial brands moving into the future - Roadblocks that tend to occur when integrating an appointment culture Check out this resource mentioned in the episode: - www.jrni.com You can find this interview and many more by subscribing to Banking on Digital Growth onApple Podcasts , onSpotify , orhere. 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.

Many companies spend so much time and money bringing in new customers, but overlook how quickly they’re losing them. And the reason? They’ve lost the human touch in favor of automation. I speak with Joey Coleman, Chief Experience Composer at Design Symphony, about retaining your customers and where businesses go wrong. Join us as we discuss: - The inspiration behind Joey’s first book - Taking a human to human approach to growth - The difference between customer experience & customer service - How to never lose a customer again - The next best step for the audience Check out these resources mentioned during the episode: - Never Lose a Customer Again by Joey Coleman - Joeycoleman.com - Experiencethisshow.com You can find this interview and many more by subscribing to Banking on Digital Growth onApple Podcasts , onSpotify , orhere. 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.

Sometimes you just need to hear the brutal truth to motivate you to take action and achieve your full potential. Twenty years ago, my guest delivered a brutal truth that launched my journey of creating the Digital Growth Institute. My wife, Delena Dow Lay, told me my band sucked. In this special episode, we look back at the beginnings of the Digital Growth Institute and the lessons we’ve learned along the way. Whether you’re in marketing, sales, or leadership at a fintech, Delena has wisdom to share with us all. Join us as we discuss: - The value of being honest with ourselves and experiencing failure - Why it’s so important to reach out for help when you get stuck - The need to disconnect from tech to reconnect with ourselves - The origin of “Be well. Do good. And make your bed.” 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.

Bill pay has been neglected for far too long… And unless you want to get left behind, your financial brand needs to start taking it seriously. To find out how to reap the rewards bill pay can offer any financial brand, I sat down with Michael Bank, Co-Founder at Blip Labs, an expert on all things bill pay. Join us as we discuss: - Why bill pay matters more than ever and how financial brand can capitalize on it - The education component financial brands need to move out of the “good enough” mentality holding them back - The future of bill pay 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.

I’ve often said that financial brands need to look outside their industry for inspiration in order to thrive well into the future. But how does the industry look to the outsiders looking in? Well, today's guest, Mary Wisniewski, Digital Editor and Journalist, knows the finance world as deeply as anyone in it — and she has some recommendations for how to improve it. https://www.linkedin.com/in/mary-wisniewski-3a7578b Join us as we discuss: - Open banking and the row between fintechs and banks - The power of collaboration - How to stay focused and gain clarity while solving banking’s toughest challenges 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.

How do we find the balance between being a dependable resource and moving people to action? Where is the friction point where support turns into sales? These fantastic questions come from my latest guest, Jim Kapp, Marketing Director at Cinfed Credit Union and I’ll be answering them in today’s Clarity Calls episode. Join us as we discuss: - Why helping and selling are not mutually exclusive - How the buyer journey should shape your content - The value of online secret shopping for financial brands 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.

I’ve said it before and will say it again: Human transformation precedes digital transformation. The challenge is bringing others along with you — before it’s too late. That’s a challenge today’s guest, Thomas P. Novak, has had to lead the charge in solving in his role as VP/Chief Digital Officer at Visions Federal Credit Union. He joins the show to share what he learned along the way. Join us as we discuss: - Why digital transformation begins with transforming people - How to get alignment across your organization in order to change before you have to - Why traditional financial institutions are falling behind challengers and even other industries — and how they can bridge the gap 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.

Most people are scared off from innovating because they are confused about what it means. Innovation is not invention… And financial brands don’t need to become Thomas Edison or Nikola Tesla to truly transform their industry. For today’s guest, Matt Maxey, Head Of Innovation at Synovus, the difference is clear: Innovation is applying concepts from elsewhere to your own problems and opportunities, not creating something the world has never seen before. Join Matt and I as we discuss: - Why it’s paramount that financial brands innovate - Why innovation is easier than you think - The role of collaboration in the future of finance 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.

Money doesn’t buy happiness… but mental health and finances are inextricable. Financial uncertainty puts on everything else we value in life. Overcoming most of our financial woes boil down to one thing: mindset. It’s time everybody worked on their mental wealth. And leading the charge is today’s guest, Joyce Marter, Licensed Psychotherapist, CEO, National Public Speaker, Media Contributor & Author of The Financial Mindset Fix: A Mental Fitness Program for an Abundant Life, who joins the show to share all the ways psychology affect how we interact with money. Join us as we discuss: - The connection between financial well-being and mental health - Why the taboos around money make it hard to address the interplay between the two - The 12 mindsets you can cultivate to boost your mental wealth 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.