Banking on Digital Growth

Description

If you’re part of a financial brand marketing, sales, or leadership team, you know the entire industry is in the midst of exponential change fueled by new technologies. Consumers now make purchase decisions long before they walk into a physical branch location, if they walk into a branch at all, while mobile banks, digital lenders, and fintechs have transformed traditional growth models rooted in legacy broadcast marketing and branch sales strategies.Get ready to gain practical insights, proven ideas, and empowering inspiration as financial brand marketing and sales leaders, along with the leading digital marketing and sales technology firms, share their stories to help you maximize your digital growth potential here on Banking on Digital Growth.

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479 episodes

176) #Exponential Insights - Behind the Scenes of the Digital Growth Institute
After having such a good conversation the first time around, I have my wife, Delena Lay back on the show to flip the script. She’s asking me about the trends, lessons, and patterns I’ve seen in finance over the past 20 years; and, ultimately, how my stories can help your brand. Join us as we discuss: James Robert’s younger years & what’s going well in 2022 The most energizing projects & biggest lessons of the present Looking 20 years to the future Letting go to grow personally & professionally You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/show/6ml7uCQ7HoVvWTYUNpdUfS), or here (https://www.digitalgrowth.com/podcast). 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.
48min | Published on March 17, 2022
175) #ExponentialInsights - From Impressed to Obsessed: Why You Need to Invest in Customer Experience
Companies subject their customers to unthinkable indignities every day. It’s time to inject more humanity into our interactions with our customers. It’s time to imbue our interactions with more emotional resonance. It’s time to improve the customer experience. That’s why I’m talking to Jon Picoult (https://www.linkedin.com/in/jon-picoult-7655777/), Founder & Principal at Watermark Consulting (https://watermarkconsult.net/). He literally wrote the book on it — From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans (http://impressed2obsessed.com/). In this episode, we delve into the nitty gritty of acing the customer experience. Join us as we discuss: The difference between customer service and customer experience How positive employee experience leads to positive customer experience How to make the case for investing in customer experience The importance of creating peaks and valleys and finishing strong Check out these resources we mentioned during the podcast: JonPicoult.com (https://www.jonpicoult.com/) You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast). 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.
44min | Published on March 14, 2022
174) #ExponentialInsights - Innovation: Common Ground for Financial Brands & Fintechs
Future growth begins with new ideas. It begins with taking new insights and turning them into transformational action. Another word for it: Innovation. That’s something my guest, Andrew Witherbee (https://www.linkedin.com/in/andrewwitherbee/), CEO at Engage Partners Group (https://www.engagepartnersgroup.com/), has been talking about a lot recently—specifically in relation to how financial brands and fintechs can find more innovative ways of working together. In this episode, he tells me what’s new in that world. Join us as we discuss: Top trends in fintech and financial brand partnerships Interesting things fintechs are doing from a B2B tech standpoint How to inspire a culture that values innovation Advice for the RFP process with fintechs Check out these resources we mentioned during the podcast: Humanocracy (https://www.humanocracy.com/) Open Strategy: Mastering Disruption from Outside the C-Suite (https://mitpress.mit.edu/books/open-strategy) Ep. 69: Why Exponential Technologies Demand Exponential Teamwork w/ Dan Sullivan (https://www.digitalgrowth.com/podcast/banks-and-credit-unions-technology-teamwork-exponential-growth) You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast). 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.
32min | Published on March 9, 2022
173) #NewStartsNow - Why We Need to Ditch Exclusivity Clauses
Core vendor contracts commonly contain exclusivity clauses that actually prevent banks from growing. That fact shocked today’s returning guest, Jeffery Kendall (https://www.linkedin.com/in/jeffery-kendall-5967234/), Chairman & CEO at Nymbus (https://www.nymbus.com/), when he first found out. So, he took to LinkedIn to write an article entitled, “It’s Time for Core Vendors to Ditch Exclusivity Clauses.” (https://www.linkedin.com/pulse/its-time-core-vendors-ditch-exclusivity-clauses-jeffery-kendall/) In this episode, he explains why he wrote it and why vendors need to embrace a true partnership mindset. Join us as we discuss: - His motivation for writing the article - The difference between partner and vendor - The importance of holding yourself accountable - Actionable advice for improving partnerships You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/episode/3DS40kGDVBSIodUfGTbvWI), or here (https://www.digitalgrowth.com/podcast). 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.
31min | Published on March 7, 2022
172) #ExponentialInsights - We All Love No Hassle: How to Entice Millennials and Gen
Feelings and emotions don’t usually have a place in financial services. But people often buy and make decisions with their heart. Our guest today is Doug Brown (https://www.linkedin.com/in/dougbdigital/), President of NCR Digital Banking (https://www.ncr.com/banking), a proud father, and an avid researcher into the habits of the Millennial and Gen Z demographics, and what they demand from their financial institutions. Join us as we discuss: - NCR’s extensive research into how younger consumers feel about their banking options - Millennials love exploring the newest, coolest things in fintech - Understanding the deeper wellness aspects of financial transactions - Having a digital-first mindset across every channel Doug’s team is using technology to solve people’s pain points and make moving money simpler. You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117), on Spotify (https://open.spotify.com/show/6ml7uCQ7HoVvWTYUNpdUfS), or on our website (https://www.digitalgrowth.com/podcast). 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.
24min | Published on March 1, 2022
171) #ExponentialInsights - Getting WISE to Customer Experience
Most customer experiences in financial services are ordinary. They’re boring. That means all you have to do to stand out in our industry is create experiences that are a little bit better than ordinary. But why stop there? Why not make them remarkable? On the show today, Dan Gingiss (https://www.linkedin.com/in/dangingiss/), Chief Experience Officer at The Experience Maker (https://dangingiss.com/), explains the nuts and bolts of his WISE framework for creating remarkable experiences that your customers can’t wait to share. Join us as we discuss: - What inspired him to write the book - Why he believes traditional marketing is no longer enough - The WISE methodology for creating better experiences - The 10-day CX challenge Mentioned during the podcast: - ImproveMyCX.com (https://www.improvemycx.com/) - Email Dan: Dan@dangingiss.com (mailto:Dan@dangingiss.com) - Tweet at Dan: @DGingiss (https://twitter.com/dgingiss) 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.
36min | Published on February 28, 2022
170) #NewStartsNow The Dangers of Becoming Obsolete: Discussing Necessary Risk w/ Financial Brands
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 (https://www.linkedin.com/in/joel-swanson-9a99a41/), Chief Member Experience Officer at VyStar Credit Union (https://www.linkedin.com/company/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 (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117) , on Spotify (https://open.spotify.com/show/6ml7uCQ7HoVvWTYUNpdUfS) , or here (https://www.digitalgrowth.com/podcast). 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.
33min | Published on February 22, 2022
169) #ExponentialInsights - Appointment Culture: How a Strong Employee Experience Leads to More Conversions
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 (https://www.linkedin.com/in/nicholas-barnes-5663537a/), Practice Director, Financial Services at JRNI (https://www.linkedin.com/company/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 (http://www.jrni.com/) You can find this interview and many more by subscribing to Banking on Digital Growth onApple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117) , onSpotify (https://open.spotify.com/show/6ml7uCQ7HoVvWTYUNpdUfS) , orhere (https://www.digitalgrowth.com/podcast). 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.
39min | Published on February 21, 2022
168) #ExponentialInsights - Ditching Automation for the Human Touch in Finance
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 (https://www.linkedin.com/in/joeycoleman1/), 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 (https://www.amazon.com/Never-Lose-Customer-Again-Lifelong-ebook/dp/B074LT3LT5/ref=sr_1_1?gclid=Cj0KCQiAjJOQBhCkARIsAEKMtO1MG_8hIY0Nk_2P8w_4RiO9myQ0mr5MnZADqO2N1kbuTJTTmpbKsMMaAsCAEALw_wcB&hvadid=409996777430&hvdev=c&hvlocphy=9028896&hvnetw=g&hvqmt=e&hvrand=1370960415595052015&hvtargid=kwd-424955793553&hydadcr=24627_11409941&keywords=never+lose+a+customer+again&qid=1644480712&sr=8-1) - Joeycoleman.com (https://joeycoleman.com/) - Experiencethisshow.com (https://www.experiencethisshow.com/) You can find this interview and many more by subscribing to Banking on Digital Growth onApple Podcasts (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117) , onSpotify (https://open.spotify.com/show/6ml7uCQ7HoVvWTYUNpdUfS) , orhere (https://www.digitalgrowth.com/podcast). 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.
43min | Published on February 15, 2022
167) #ExponentialInsights - Why Honesty is Essential in Your Growth Journey
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 (https://www.digitalgrowth.com/). 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 (https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117) , on Spotify (https://open.spotify.com/show/6ml7uCQ7HoVvWTYUNpdUfS) , or here (https://www.digitalgrowth.com/podcast) . 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.
42min | Published on February 14, 2022

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