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Ready or not, here they come… The future of finance falls on young professionals in banks and credit unions who are fearlessly stepping up to lead. - Is your financial institution doing all it can to ensure their success? Allow me to present one person who is fully committed to the cause. Michael Murdoch , Marketing Manager at Wauna Credit Union and President of the Young CU Professionals of Portl...

Ready to really tap into the power of cohesive leadership? Enter the queen of cohesion, Amy Downs , who also happens to be CEO of Allegiance CU , a celebrated author, keynote speaker, and our honored returning guest (we can't get enough) this week on CRMNEXT 's Banking on Experience. Topics we covered include:  Key experiences that shaped her into the CEO she is today Trust & autonomy- examples of...

Remember that old Gatorade commercial? "Anything you can do, I can do better?" When it comes to digital marketing, there's an old (outdated) school of thought that says that the big banks have the market cornered, and that Credit Unions are just bringing up the rear. But like I said, that's an outdated way of thinking. My guest on this episode of Banking on Experience is Kara Yaquinta . Kara is th...

When marketers focus solely on tactically creative work, they can forget about P&L and their metrics can get lost in translation. Is math the missing piece in this digital marketing equation? In this episode of Banking on Experience, I talk to Gaurav Bhatia , Chief Marketing Officer at PenFed Credit Union, about how knowing numbers helps marketers work smarter. We also talked about: - How math len...

You have to grow to survive. It's no different for financial institutions. Michael Hostetler , VP of Marketing at Crane Credit Union , discussed growth focus for credit unions with me in the latest episode of Banking on Experience. What we talked about: -Michael's passion for growth-focus and experience with M&As - What can credit unions do right now to achieve growth? - Reputation management thro...

It's no secret that digital is a part of our world. And while it might have made sense 10 or 15 years ago to try and separate a digital strategy from the rest of your strategy, we don't live in a world that allows that any longer. From banking to food ordering to shopping to getting a ride, digital technology is more a part of our lives than ever before. So why are so many companies' digital strat...

How do you tell your FI's vision and story authentically online? Among other things, you need to stay unfiltered. In this episode, I interview Alina Murcar , Marketing & Digital Content Specialist at Canopy Credit Union , about ways to share your unfiltered story on social media. What we talked about: - Why your FI should be like Yoda - What it was like to go through a complete rebrand in 2019 - T...

All staff members have their own landing pages — with not just their work history but also their community service, their favorite part of their job, and a calendar scheduling feature. This is what humanizing your staff digitally with marketing looks like. In this episode, I interview Katie Woods , AVP Marketing Coordinator at R Bank Texas , the innovator behind the humanizing movement at her comm...

From comic books to ancient mythology: humans have long fantasized about gaining the power to see the future. What if I told you your financial brand can get close? It may not quite be a crystal ball, but today's guest, Andy Rossmeissl , CEO of Faraday , says predictive analytics can help you make better decisions for your business and, in this episode, he explains how. We discuss: - The benefit o...

More and more people are afraid of being replaced by technology — it's a valid concern. In today's episode, though, we look at why this can't and won't happen, at least not in our lifetimes. Mike Miller , Vice President of Success at CRMNEXT , joins us in the latest episode of Banking On Experience, to talk about the value of human intelligence in business. What we talked about: - Mike's backgroun...

Your financial health is of equal importance to your physical health. Disagree? In this episode, I interview Anders Jones , CEO at Facet Wealth , about 2 impediments to financial planning and education. What we talked about: - The sin of putting the solution ahead of the problem - Finding tech that makes your advisors' lives easier - What it will take to adapt our strategy permanently Stay in touc...

Your goal is to become a trusted financial guide in your community. You'll have to create a space for yourself in your community to achieve this. But how? In this episode, I interview Teresa Shore , Branch Manager at Adventure Credit Union , about how to become a trusted brand in your community. What we talked about: Prioritizing the goal to give back Becoming a trusted financial guide with your c...

Seamless employee experiences translate directly into frictionless member experiences. One huge hindrance to employee experience is compliance. Or is it? In this episode, I interview Rachel Guyselman , about creating a positive culture around compliance. What we talked about: Compliance officers are not trolls who hide under bridges Steps for integrating compliance officers into the beginning of p...

Only about 10% of FIs have embraced the cloud, yet banks actually invented the cloud. Why such a huge disconnect? In this episode, I interview Joe Salesky , CEO at CRMNEXT , and Chris Sachse , CEO at Think|Stack , about technology and innovation in FIs: What we talked about: Designing systems based on user experience The attitudes that rising leaders have towards technology Real examples of FIs th...

You may think you've nailed omnichannel if you communicate in multiple channels... Not so. A true omnichannel approach means developing a cohesive view of the customer and how they want to communicate. In this episode, I interview omnichannel master Jason Osborne , Global Head of Consumer Banking at Genpact . Jason & I talked about: What true omnichannel is 2 impediments to orchestrating your data...

Wouldn't you spend $30K to recover $300K? Fixed fee is a great way to collect on charged off accounts and increase your cash flow for much less cost than you might think. In this episode, I interview David Wiener , a.k.a. Mr. Cash Flow, CEO/President at Cash Flow Strategies, Inc. , about overlooked cash flow strategies for financial institutions. What we talked about: Collecting charged off accoun...

We can't be fearful about pouring into our people. When our team members succeed, that means we were successful. In this episode, I interview Christian Elisabeth Hartley , Branch Manager at Keesler Federal Credit Union , about developing the next generation of leaders. What we talked about: Hiring with long-term intention Team member experience directly affects member experience 4 strategies for t...

Especially in today's climate of eviction moratorium, at least from an underwriting point of view, you want to raise the barriers to entry. But that's the opposite of good for low income renters. In this episode, I interview Frank Furman , Chief Operating Officer at PadSplit , about the challenges surrounding underwriting low income housing.

Okay, so the purpose of the credit score is to give lenders something upon which to frame a quick decision: Should I loan to you or not? But not everybody has a credit score. Those without one are called the "credit invisible" consumer market. But 99% of people pay a phone bill. In this episode, I interview Steve Ely , CEO at eCredable , about using alternative data to help the 46 million credit i...

What advantages do smaller credit unions hold over their competitors? And what needs to be core to culture, strategy, or execution for a smaller credit union to wield those advantages? In this episode, I talk with Denise Wymore , membership and advocacy development director at NACUSO , about: What advantage community-based credit unions hold over banks The role technology plays in helping small cr...

A lot of folks try to run digital marketing out of their core system. It almost never works. To do the things you want to do, CRM has to be a part of your tech stack. An effective tech stack is one major reason FinTechs are eating deep into business that should go to banks and credit unions. It doesn't have to be that way. In this episode, I talk about: Stats that show why you need a CRM The 3 pil...

We almost never talk about ourselves. Self-promotion just isn't our way. But recently, our guests and our listeners have been asking: Who is CRMNEXT ? And what do you guys do? In this episode, I share a bit about who we are and what we provide for banks and credits — plain and simple. What I talked about: Challenges and obstacles in the banking technology landscape Why CRM is about more than manag...

It's time to humanize business. Both customer experience and employee experience really just provide the metrics for how human your business is. If your employees don't do the right thing for the customer because they're human, you've got the wrong people. In this episode, I interview Stacy Sherman , head of employee experience and CX at Schindler Elevator Corporation and founder of Doing CX Right...

Financial health is about your money. Financial well-being, however, is about your emotional relationship with money. People are emotional beings. Sometimes our financial well-being matters more than our financial health. In this episode, I interview Jennifer Robison , Senior Editor at Gallup, and Anson Vuong , Managing Partner at Gallup, about focusing on financial well-being. What we talked abou...

Financial Education. Most of us could all use a whole lot more of it. But, in today's world of online information overload (and limited in-person contact), what's the best way for financial institutions to help offer that education to customers and members? Enter our esteemed guests this week on CRMNEXT 's Banking on Experience . Wendy Bryant-Beswick and Anna Baskin of Service Credit Union in Port...