Banking on Digital Growth

"Customer experience" seemed like just another big business buzzword. Until 2020 hit. All of a sudden, we were forced to reinvent, reimagine, and revisit the whole concept of customer experience. We found immense opportunities for growth. In this episode of Banking on Digital Growth, I talk with Sue Woodard, Chief Customer Officer at Total Expert, a fintech software company that built the first enterprise-grade experience platform purpose-built for the modern financial institutions. We talked about: The time Sue went swimming with sharks and what she learned about life What holds us back from optimizing customer experience Why you need to press "pause" on digital and have a face-to-face conversation 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.

It’s not hard to see the financial industry has become stifled. It’s a victim of its own success and the commoditization of its products. And to fix it, we need to look outside the industry. In today’s episode, I’m joined by Bryan Clagett, Chief Revenue Officer (CRO) at Moven, to talk about why financial brands would do well to look for inspiration from outside the market. We discuss: Why innovation has slowed in the financial industry How other industries may be the key to solving the problem What the future of finance — and fintech, in particular — looks like 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.

The mind can only hold one thought. But it can choose one of two opposing sides — positive or negative, abundance or scarcity. In 2019, we were running around to conferences and growing our digital presence at 7%, focused on what we didn't have. In 2020, suddenly, we were staying home and growing digital at 70%, learning to be grateful for what we had. In this episode of Banking on Digital Growth, I talk with Sam Kilmer, senior director at Cornerstone Advisors, where he leads the fintech advisory practice working with industry providers, fintechs, and investors. We talked about: - The key element for success in 2021 - Roadblocks that could trip up financial institutions going forward - The philosophy of first principles thinking versus traditional thinking 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.

Every FinTech uses AI. Some gain competitive advantage. Others solve old problems in new ways. All see better results than their non-AI competitors. FinTechs are creating the future. Yet most banks and credit unions aren't even thinking about AI. Why is that? In this episode of Banking on Digital Growth, I talk with Kirk Drake, president and CEO of Ongoing Operations and author of CU 2.0: A Guide for Credit Unions Competing in the Digital Age. We talked about: Why you need to disconnect from your perception of reality to embrace change How fast AI is going to disrupt everything The opportunities AI presents to financial brands 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.

Does love have a place in the world of modern banking? While it might seem like the immediate answer is “no,” what if unconditional love and mutual respect were at the heart of every bank’s purpose? In this episode of Banking on Digital Growth, I chat about this concept with Kerry-Ann Betton Simpson, the Chief Marketing Officer at the JMMB Group of Jamaica. I talk about: Why love and respect should be at the heart of everything that you do Why the employee experience is just as important, if not more so, than the customer experience Helping everybody both in your company and outside, realize the greatness that lies within them 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.

Today, we're to go inside digital growth and continue the fireside chat conversation I started in Episode 59 with Joe Welu, CEO of Total Expert. This time, Sam Kilmer, Senior Director at Cornerstone Advisors, also joins us. We discuss solutions to common obstacles along with best practices from industry leaders to help you build a foundation for future success. Joe, Sam, and I talk about: - The evolution of sales from a hard-sell to a learning-first model - What it means that we're moving into an expertise economy - When the size of your financial institution matters and when it doesn't 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.

Physical or digital? Human or bot? Technology or customer experience? These questions pose a dangerous false dichotomy for financial institutions. A sustainable competitive advantage over time emerges from people — human beings — who can pull together a technologically-driven solution drawn from disparate sources. In this episode of Banking on Digital Growth, I talk with Matt Monge, the brand and marketing agency director for On the Mark Strategies. Matt helps financial brands be more human, particularly in the post-COVID digital world. We talked about: The difference between employee experience and employee engagement Where people are getting stuck in digital transformation How to create a competitive advantage for your financial brand 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.

In this episode of Banking on Digital Growth, we go inside digital growth as I share my recent conversation with Joe Welu, CEO of Total Expert, during a Fireside Chat hosted by The Financial Brand. Joe asked me good questions about what digital growth really is, the need to define digital consumer journeys, and how to maximize growth and build trust through technology. Here's what we talked about: How COVID-19 has changed the way banks and credit unions are doing business What the digital journey has in common with a Shel Silverstein poem How to unpack the acronyms from my book 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.

We want to whip out the digital growth checklist in 2021:  Online banking - check Mobile banking - check Tech tools - check  But nothing's happening. Why?  Because we still hold a legacy mindset.   In this episode of Banking on Digital Growth, Ron Shevlin, director of research at Cornerstone Advisors and senior contributor at Forbes, joins me to discuss how to prioritize the digital mindset.  Here's what Ron and I talked about:  Why financial brands fall behind even when they have top technology How traditional incumbent financial brands can capture the digital market Ron's views on financial health scores The one thing we should focus on in 2021  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.

We struggled to make progress in 2020 thanks to COVID. Where should we focus our digital growth efforts and energy in 2021? In this episode of Banking on Digital Growth, I answered this question from Mark, CEO for a community financial brand in the south. Here's what I had to say: Learn the three Rs for digital growth in 2021 Discover the three key elements to help you leap ahead and see the future you want to create Remember my top 12 trends and predictions opportunities for 2020 and beyond 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.