Banking on Digital Growth

In this episode of the Banking on Digital Growth podcast, host James Robert Lay is joined by Billy Wilkinson , CEO of Threshold , the agency that will make you rethink how you market your everything, to explore the transformative power of marketing in the financial services industry. Together, they discuss the importance of mastering the fundamentals—what Billy calls "blocking and tackling"—to bui...

In an era where artificial intelligence (AI) dominates headlines and disrupts industries, financial brand leaders face a dilemma: is "artificial" truly good for building trust, fostering connection, and driving growth?  In this episode, James Robert Lay and guest Ethan Wall , president of the Social Media Law Firm , explore the power of authentic intelligence—leveraging empathy, human connection,...

Small business owners and community financial institutions face significant challenges in navigating the rapidly changing landscape of AI and digital growth. Limited knowledge and outdated beliefs can hinder future growth and collaboration opportunities, particularly in the SBA lending space. By having a growth mindset, continuous learning, and authentic intelligence. The conversation with Shane P...

For many, money feels more like a burden than a blessing. Guilt, shame, fear, and self-sabotage often sabotage our ability to achieve financial freedom, leading to cycles of stress and unfulfilled goals. These struggles aren't just about numbers—they're rooted in deep-seated beliefs formed early in life. Julia Carlson , author of Money Loves You: Transform Your Relationship with Money and Grow You...

Trust, composed of both words and actions, is now harder to maintain as customers have become more knowledgeable and have a wide array of financial service options beyond traditional banks. The shift from a personal, relationship-focused banking experience to a more automated, regulation-heavy environment has eroded trust between banks and their clients.  Jack Hubbard , co-founder of the Modern Ba...

Ever found yourself saying, “I need to think about it”? For many financial leaders, this simple phrase hides a deeper hesitation that keeps them stuck in inaction. Often, this delay stems from overanalyzing or waiting for certainty, which can stall growth, innovation, and much-needed progress. In today’s fast-paced digital landscape, waiting too long to take action can lead to missed opportunities...

In the realm of strategic planning, branding, and marketing for financial institutions, there exists a continuous tension between using pure logic and rationale versus tapping into feelings, emotions, and intuition. Leaders and marketing professionals often struggle with balancing these approaches, resulting in a disconnect within their strategic efforts. To address these issues, the episode provi...

Risk aversion has become a paralyzing force within banks and credit unions, particularly in marketing and sales teams. For institutions that prioritize security, the common reflex is to avoid taking bold action—often to prevent failure or blame. However, as Audrey Cannata and James Robert Lay explore in this episode, it’s precisely this fear of failure and the tendency to assign blame that stifles...

Change is hard—especially in the financial industry, where traditional approaches can feel like a comfortable safety net. But as financial brands aim to grow and stay relevant, inaction or rigid mindsets can hold entire teams back. Adapting to new technologies, customer expectations, and market shifts isn’t just about keeping up; it’s about creating a resilient, future-ready brand. In this episode...

Many financial brand leaders feel stuck and unable to take the necessary actions to overcome the challenges they face. This sense of being stuck can stem from several factors, including pride, arrogance, fear of conflict, and the fear of looking in the mirror and confronting unpleasant truths. This stagnation not only impacts the leaders personally but also hampers the growth and effectiveness of...

Financial brands often focus on digital transformation and new technologies to drive growth, but they miss a critical piece: human transformation. Without aligning their teams and culture to embrace change, even the best technology won’t unlock new opportunities. Sticking to old habits while trying to implement new technologies creates roadblocks, misaligned efforts, and frustrating customer exper...

There’s no sugar coating it: Your bank or credit union is losing money—right now—because of hidden blind spots in your customer journey. If you don’t take action, these problems will persist, costing you even more in 2025. The longer you wait, the more you risk falling behind your competition. But the real issue? You probably aren’t even aware of just how many loans and deposits your bank or credi...

Financial brands miss out on millions in loans and deposits by not leveraging digital growth strategies and personal branding. There's a hesitation to utilize new communication channels like social media or podcasts due to compliance concerns and traditional mindsets.  Ray Drew , top-producing SBA Lender and the host of #1 Podcast in the SBA Industry: The Art of SBA Lending , discusses practical s...

In today's digital age, creating a human connection in online interactions is crucial for enhancing customer journeys, especially for financial institutions. However, many banks and credit unions overlook this necessity, leading to missed opportunities and diminished customer satisfaction. In the latest episode of the Practical Perspectives, Audrey Cannata and James Robert Lay highlight the gaps i...

In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss a powerful yet often overlooked connection—the relationship between physical movement and overcoming mental roadblocks like fear, anxiety, and complacency. They explore the idea that taking action, even small physical steps, can help break through periods of stagnation both personally and professional...

In this special episode of the Exponential Insights, James Robert Lay is joined by both Corey LeBlanc , co-founder and COO/CTO at Locality Bank , and Har Rai Khalsa , CEO and co-founder of Swaystack . Together, they dive deep into the critical topic of optimizing onboarding and engagement for banks and credit unions. They’ll share their expert insights on how addressing friction in your onboarding...

In today's episode of the Exponential Insights series we discuss a significant issue faced by financial institutions: the loss of loans and deposits via their websites. Despite the clear advantages, many credit unions and banks struggle with the digital transformation needed to optimize their website's performance. James Robert is joined by Derik Krauss , shareholder and senior website consultant...

This episode of the Practical Perspective series dives into the hidden gaps and friction points in financial brand customer journeys that lead to loss of potential loans and deposits. James Robert Lay , along with Audrey Cannata , share insights from a recent website secret shopping study.  They identify how confusion, friction, and unclear expectations during the personal loan application process...

Many financial institutions struggle with understanding why their websites lose out on potential loans and deposits. Often, the questions they ask in feedback forms fail to distinguish between different user journeys, leading to misleading insights and uninformed decisions. In this episode, James Robert Lay and Audrey Cannata discuss how  tailoring questions to distinct user journeys can unlock va...

Most financial institutions are stuck in the present, lacking the forward-thinking leadership needed to navigate and thrive in a rapidly changing environment. Leaders within these organizations frequently find themselves overwhelmed by day-to-day operations, which restricts their ability to focus on future growth and innovation. On this episode of the Practical Perspectives series, James Robert La...

In this episode of the Practical Perspectives series we share how a regional bank’s 67% abandonment rate on personal loans translates into a staggering loss of $100 million annually in interest income. The situation is further amplified by the fact that the brand is investing in paid advertisements to drive traffic to these pages, and only 25% of users are even attempting the application process. ...

After facilitating over 1200 website secret shopping studies for financial brands over the past decade, the Digital Growth Institute decided it was time to drink their own medicine. After recently launching their new website, they put out a call-to-action for industry leaders to provide real-time feedback.  In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata d...

Let’s face it, a lot of financial institutions are really struggling to position themselves online and make the most of their digital channels. Many banks and credit unions sound more like robots with their scripted value propositions and fail to address the real issues their account holders have. This leads to a ton of missed opportunities and a lot of money left on the table. Despite digital cha...

Financial brand marketing and sales leaders face the challenge of consistently making new connections that lead to loan and deposit growth. They often struggle to leverage data and customer insights effectively to deepen relationships, which is crucial for fostering new connections and driving business outcomes. Brian Bauer , CEO of Revio Insight , a customer growth platform that transforms comple...

Many financial brand leaders are unsure where to begin when it comes to secret shopping their website and often feel intimidated by the process—if they even know what website secret shopping is. That’s why on this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata break down everything you need to know about website secret shopping.  These studies offer a structured,...