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 experiences. If nothing changes internally, no amount of digital investment will drive the desired results.

In this episode, James Robert Lay and Danny Varghese, President of Fortimize, discuss how financial brands can break through these barriers by focusing on human transformation first. By building a culture that values adaptability, communication, and continuous learning, organizations can effectively implement digital tools and unlock new growth opportunities. Listen to learn how to set the foundation for both human and digital transformation in 2025.

Join us as we discuss:

-Challenges in Customer Acquisition (07:50)

-Opportunities for Efficiency and Relationship Building (13:20)

-People, Process, Technology, and Data (26:33)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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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 credit union is losing. 

That’s why we created the Digital Growth Accelerator Program. It’s the quickest and easiest way to get everything you need to accelerate loan and deposit growth in 2025 through research-driven assessments, practical action plans, and collaboration with like-minded peers. It makes growth accessible with minimal time and financial investment, all while providing hands-on guidance from the experts at the Digital Growth Institute. Now is the time to take action and ensure you thrive in 2025.

Join us as we discuss:

-Introducing the Digital Growth Accelerator (11:45)

-The Value of the Accelerator Program (23:23)

-Addressing Common Objections: Time and Budget (29:13)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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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. 

Join us as we discuss how small, incremental optimizations (like a mere 5% increase in application starts and a similar reduction in abandonment rates) can potentially recapture millions in lost interest income annually. Addressing and optimizing even the seemingly minor aspects of the digital customer journey can lead to substantial revenue recovery and growth for financial brands.

Join us as we discuss:

-Case Study: Regional Financial Brand's Abandoned Applications (02:11)

-Calculating the Financial Impact of Abandoned Applications (07:43)

-The Power of Incremental Changes (14:44)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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The industry is at a crossroads, with banks and credit unions clamoring for deposits and customer retention, while fintechs are rapidly innovating to attract the same customers. The transactional nature of current financial services fails to provide a comprehensive view of a consumer's financial health, leading to missed opportunities for engagement and support.

Raymond den Hond, Chief Commercial Officer at MX, joined the show to share his vision for the future of financial services, which involves creating a consumer-centric financial wellness feed, similar to the interactive nature of social media platforms. 

By aggregating data across multiple financial relationships and applying machine learning and AI, institutions can offer actionable insights directly to consumers. 

Join us as we discuss:

-Financial wellness and data-driven insights in banking. (10:02)

-Using data to create personalized financial experiences. (14:37)

-Rebuilding trust in financial services through consumer-centric approaches. (23:11)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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The world of digital currency, including cryptocurrencies and NFTs, is often shrouded in confusion and misinformation. This lack of clarity breeds fear, uncertainty, and doubt (FUD), as well as a fear of missing out (FOMO) during market highs. The sensational headlines and the rapid pace of technological and regulatory changes only add to the confusion, making it difficult for individuals and financial brand leaders to make informed decisions or even approach the subject with a healthy curiosity.

In this episode of the Exponential Insights series, host James Robert Lay and distinguished guest Professor Tonya Evans demystify digital money. Tonya, an expert in intellectual property and new technologies at Penn State Dickinson Law, discusses her new book "Digital Money Demystified." She addresses the myths and realities of digital currencies, provides insights into the use of crypto assets, and explains the significance of NFTs and DAOs.

Join us as we discuss:

-The evolution of money and value in the digital age (9:47)

-Cryptocurrency, decentralization, and financial privacy (16:15)

-Digital money opportunities for businesses and individuals (29:29)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In the age of AI and digital transformation, businesses, especially in the financial industry, are struggling to connect with their audience. The mindset of treating sales and marketing as an assembly line, where customers are pushed through a predefined process, is outdated and doesn't resonate with today's consumers. They seek genuine human interaction, expertise, and personalized guidance.

Peter Caputa, CEO of Databox joined the show to share why he believes collaborative growth is the way forward for financial brands and fintechs. It emphasizes continuous learning from customers, prospects, and industry peers. By integrating expertise into the customer journey and facilitating genuine human interactions, financial brands can differentiate themselves and achieve sustainable growth.

Join us as we discuss:

-Human vs. AI in financial services. (11:40)

-Collaborative growth in marketing and sales. (16:52)

-Leveraging LinkedIn and social media for business growth. (28:52)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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The world has been hit hard. First, a health crisis, then financial, societal, and now a mental crisis. The age of AI has ushered in exponential change, and for many, this change feels overwhelming, scary, and mentally draining. The weight of guiding communities beyond financial stress, coupled with the pressure to adapt to digital growth, can take a toll on teams and leaders alike.

In this episode of the Behind the Cover series with Audrey Cannata, we discuss David Dibble's "The New Agre ements in the Workplace: Releasing the Human Spirit" which offers insights and  principles that are still relevant today. The book emphasizes the importance of nurturing the human spirit, finding one's path or personal purpose, and genuinely loving and supporting team members. By applying these principles, organizations can guide their teams towards a brighter future, ensuring a positive digital experience rooted in a positive human experience.

Join us as we discuss:

-Finding purpose and awareness in work. (8:08)

-Fear and love in leadership and growth. (16:13)

-Overcoming negative experiences and transforming minds. (26:50)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Gen Z is on the rise in the mobile banking sector, set to represent a significant portion of global income by 2030. However, a staggering 90% of marketing efforts targeted at Gen Z are ineffective, leading to wasted resources and missed opportunities for financial brands.

Financial institutions are struggling to connect, and their outdated methods are failing to capture the attention and trust of this crucial demographic.

Harrison Hochman, Co-founder and CEO at Sparrow, the world's most powerful student loan search engine, joins the show to discuss the biggest Gen Z growth opportunities for financial brands. Those that adapt and meet Gen Z where they are will be better positioned for future growth.

Join us as we discuss:

-Challenges in implementing "help first, sell second" approach in financial institutions. (6:22)

-Addressing Gen Z's financial challenges through collaborations. (18:40)

-Financial coaching for Gen Z. (29:45)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Financial brands face challenges in collaborating with fintechs, despite the exponential growth opportunities, especially in the age of AI. Financial institutions have overspent on technology during the COVID era, leading to unused software and long-term contracts.

Kyle Ray, Co-founder and CEO at Advintro, joins the show  to explore the biggest growth opportunities for fintechs and financial brands, rooted at the heart of collaboration.

Kyle believes that trust, transparent and setting clear expectations can foster a strong partnership between financial brands and fintech, allowing them to co-create value, aligning their perspectives and goals for mutual growth.

Join us as we discuss:

-Fintech partnerships and mindsets for growth. (5:24)

-Potential roadblocks that could derail collaboration (14:31)

-Opportunities to provide financial brands with guidance and expertise. (21:20)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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The primary obstacle to growth for financial brands in the AI era isn't technology but people. Despite many digital transformations not meeting expectations, the real challenge lies in the team's ability to adapt and use new technologies. However, focusing on human transformation alongside digital change can turn these challenges into growth opportunities. 

In the latest episode, Pia Wendelbo, CEO of Scandinavian Change Agents with over 15 years of experience in leading change for major financial institutions in Europe, joins the show to discuss how to guide teams through this era of rapid AI-driven change.

Join us we discuss:

-Employee experience in digital transformation. (7:41)

-Team dynamics, failure, and trust-building in digital growth. (28:53)

-Change management and leadership in digital transformation. (35:22)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In today's fast-paced digital world, many leaders feel overwhelmed and don't take the time to reflect on their experiences. The act of introspection is often overlooked, with many thinking they're too busy to pause and reflect.

However, a study from Harvard Business School found that individuals who journaled daily had a 25% improvement in performance. Many leaders are also not investing enough time in their ongoing learning and development, potentially missing out on valuable insights and growth opportunities.

In a brand new series, Digital Leadership, James Robert Lay and Audrey Cannata share timeless wisdom for the modern day leader based on ancient philosophy and stoicism. 

Join us as we discuss:

-Stoicism and leadership in the Age of AI (5:19)

-Managing ego, emotion, and expectations (12:39)

-Philosophy, journaling, and personal growth (24:19)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In today's fast-evolving economic landscape, small to midsize businesses (SMBs) play a pivotal role in community development. However, kicking off and scaling a small to midsize business can be a tough row to hoe. They are often in search of supportive community financial brands that can provide them with the much-needed help and hope. 

The unexplored potential of collaboration between SMBs and financial brands can be the game-changer in promoting community growth.

In our latest episode, we explore the Heart of Growth series with April Clobes, the Presid ent and CEO of MSU Federal Credit Union. MSUFCU is leading the  way in supporting SMBs, recognizing their indelible role in fostering community growth. This episode is not just a dialogue; it's a call to action for banks and credit unions to step up, engage with SMBs, and jointly usher in a new era of community growth and financial empowerment. 

Join us as we discuss:

-Local partnerships and digital solutions (1:25)

-Collaboration and co-creation in financial services (8:48)

-Supporting small businesses through financial services (16:30)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Embarking on a journey of transformation can be filled with confusion and complex challenges. Many individuals find themselves trapped in the Cave of Complacency, unable to muster the courage to step out into the unknown. 

Ryan Gonsalves, a professional athlete turned banker and now an entrepreneur, resonates with the internal turmoil and external complexities encountered on such unchartered journeys.  

In the latest episode of the Banking on Digital Growth Podcast, Ryan shares his intriguing voyage from the soccer field to the financial industry. Ryan's trailblazing endeavor in founding 2ndwind.io, the career discovery and transition platform for elite athletes., is an epitome of human transformation in the face of change.

So, if the path to your future in banking or FinTech seems shrouded in ambiguity, tune in to today’s episode to unveil how to steadfastly continue on your journey of self-discovery and growth, just as Ryan did.

Join us as we discuss:

-Transforming leadership and overcoming imposter syndrome. (7:46)

-Athlete financial planning and personal growth. (16:42)

-Overcoming obstacles in personal and professional growth. (20:36)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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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 discuss the insights they gained and how the practice of rapid iteration helped them to level up their brand messaging and communication. They discuss the lessons that they learned and how even the most seasoned marketers can find tremendous value in outside perspectives.

Join us as we discuss:

-Secret Shopping the Digital Growth Institute Website (04:43)

-The Power of Clear Messaging (08:39)

-The Value of Outside Perspective (17:31)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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People are looking for two things on their financial journey: Help and hope.

But for so many people, hope must come long before they're open, able, and willing to receive help.

And the good news is that your financial brand is likely offering help to people.

But how can you confidently communicate hope through your marketing and sales strategies?  

In this episode of the Practical Perspective series, James Robert will be sharing insights from a recent keynote at NAFCU's Engage Annual Conference where you'll gain the knowledge and actionable steps to guide your account holders beyond financial stress towards an even bigger, better, and brighter future.

Join us as we discuss:

-Exponential technologies shaping consumer behavior (10:51)

-Financial stress, AI, and credit unions (18:07)

-Transforming consumer behaviors through mindset shifts (24:32)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In this episode of the Digital Growth Journeys series, James Robert Lay and Natalie VanderVegt, Member Outreach and Engagement Manager at Salal Credit Union, discuss the importance of continuous learning and adaptation in the financial industry, amidst digital transformations.  

Through engaging in Digital Growth University, Natalie’s team found that technology augments rather than replaces human capabilities, encouraging a culture of learning and problem-solving. Their discussion highlights that investing in learning is crucial for long-term growth, similar to making a financial deposit for future returns.

In enhancing member service at credit unions, Natalie and James Robert explored the intersection of human expertise and technology. They propose creating replicable yet personalized training programs, possibly facilitated by AI tools like Chat GPT, to uphold a high standard of member service while improving operational efficiency. Through this blended approach, they foresee a promising path toward addressing challenges and leveraging digital tools to better serve members and foster a culture of continuous growth.

Join us as we discuss:

-Augmenting vs. replacing when it comes to automation and AI. (13:32)

-Training and education for bank and credit unions leaders. (19:29)

-Using AI language models in education and finance. (25:08)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In a dynamic financial landscape, ensuring a well-structured strategy before making structural changes is essential for enduring success. Ryan Canin, the CEO and Co-founder of DocFox, a le ading provider of commercial account opening software, joins the show to explore the biggest growth opportunities for financial brands when they commit to put strategy before structure along with the potential pains and pitfalls for those that fail to do so.

Ryan emphasizes the importance of defining clear objectives and strategies before adopting new technologies or selecting vendors as well as being actively involved in the market, learning from other players not to mimic their strategies, but to foster a culture of continuous learning and inspiration.

In a rapidly advancing world, dedicating significant time each week to learn, adapt, and keep pace with real-world advancements is crucial.

Join us as we discuss:

-Banking strategies and vendor assessment (10:34)

-Goal-setting and overcoming roadblocks for growth (16:50)

-Innovation and learning in the banking industry (22:39)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In every quintessential hero's journey, there exists a guiding force. Obi-Wan for Luke, Mr. Miyagi for Daniel son, and Gandalf for Frodo. However, in the real world, who guides our military heroes through their financial quests? 

As part of Nymbus' "Heart  of Growth" series on the Banking on Digital Growth Podcast, Jill Castilla, President a nd CEO of Citizens Bank of Edmond, joins the show to tal k about the inception of Roger,  the f irst military-focused digital bank. 

The mission? To pave a compassionate financial pathway for the military community. Roger isn't merely a digital bank; it's a compassionate guide for the military community. With a primary goal to alleviate financial challenges and foster financial literacy among military families, Roger represents a leap toward a future where banking is more human-centric, empathetic, and innovative.

Join us as we discuss:

-Legacy, growth, and serving the military community. (7:03)

-Military service and financial struggles. (12:58)

-Digital banking for military families. (26:34)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Ever paused to ponder the true cost of bringing on a new team member? 

Reflect on an open role within your financial institution, be it a bank, credit firm, or FinTech. 

It's not just about the salary they'd earn. 

Remember to account for perks and potential tax implications.

Now, take that figure and multiply it by three or even four. Surprised? 

That's your actual hiring cost.

A staggering 65% of professionals in the financial domain could be scouting for new opportunities, as highlighted by a PwC study.

So, how can you make your organization an irresistible place they'd never want to leave? 

Find out with speaker and author of Never Lose an Employee Again: The Simple Path to Remarkable Retention, Joey Coleman, on this episode of the Banking on Digital Growth Podcast.

Join us as we discuss:

-Work-life balance and integration for leaders (12:06)

-Employee well-being and its impact on business (29:43)

-Employee retention and respect in the workplace (36:40) 

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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Are you truly aware of how you naturally initiate action or solve problems? 

In this episode of the Banking on Digital Growth podcast, host James Robert Lay is joined by Au drey Cannata, Operations Lead at the Digital Growth Institute and certified Kolbe consultant. They discuss using the Kolbe A Index to better understand yourself and how you naturally take action. 

By understanding the three critical parts of the mind - cognitive, affective, and conative - individuals and teams can achieve exponential growth. 

Learn how the conative aspect, our innate way of initiating action, is the key to preserving mental energy and achieving success. Discover the symbiotic balance between different conative modes in teams, and how a better understanding can sidestep conflicts and enhance productivity. Plus, unveil the prevalent modus operandi among financial brand leaders and the potential pitfalls of cognitive cloning. 

This isn't just about assessment; it's about harnessing your natural tendencies and those of your team to foster a collaborative, efficient, and harmonious work environment. 

Join us as we dicuss:

-Understanding the three parts of the mind: cognitive, affective, and conative (4:16)

-Effective team building and leadership (12:17)

-Navigating conative cloning and building confidence (16:27)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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The way people shop and buy financial products continues to transform because of technology.

And these shifts in consumer behavior also create an abundance of new growth opportunities for financial brand leaders who transform their perspective about where future growth might come from.

In this episode, Barry Kirby and Dave Buerger, co-founders of Union Credit, discuss the potential for future growth in the financial industry.

Join us as we discuss:

- How the 2008 recession allowed other industries to surge ahead in digital experiences while financial services struggled (5:45)

- The rise of fintech competitors and their impact on traditional institutions (13:00)

- The importance of building consumer trust and focusing on their needs (31:30)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In this episode of the #HeartofGrowth series on the Banking on Digital Growth Podcast, James Robert Lay and Rilla Delorier discuss the importance of financial brands guiding their communities in uncertain times.

Recent challenges like COVID-19 have caused exhaustion among bank CEOs and their teams. However, aligning a brand's purpose with customer well-being can boost morale and promote growth. Despite the swift digital transformation in finance, maintaining a balance between human and digital experiences is key. 

By effectively using AI and machine learning, financial institutions can offer personalized solutions, but they must overcome internal resistance to tap into these technologies' full potential. To thrive, financial brands should harness technology, prioritize customer intimacy, and promote internal collaboration and inclusivity.

Rilla Delorier serves as an Independent Board Director for Nymbus and has over 30 years of executive experience in retail banking, healthcare, and management consulting. 

Join us as we discuss:

- How financial brand can boost morale and energize teams, even when working remotely (7:40)

- Embracing new technologies like AI to enhance employees' abilities to serve customers, (18:16)

- The power of bankers collaborating to solve problems and share solutions instead of just competing (37:30)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In this podcast episode, James Robert Lay discusses the importance of storytelling in marketing and sales strategies for banks and credit unions. Brands often neglect to effectively utilize narrative in their communication, instead focusing on rates, service, and features. 

James Robert introduces the concept of the "Narcissistic Marketing Model," where brands position themselves as the hero of their own story, ignoring the consumer's point of view. He argues that financial brands should instead position themselves as the empathetic guide, connecting and empowering people towards a better future. 

Join us as we discuss:

-How Duracell transformed their ad strategy (04:01)

-The Narcissistic Marketing Model (13:57) 

-The power of visual storytelling for emotional connection (24:44)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In this episode, James Robert Lay speaks with Shep Hyken about the importance of creating a positive customer experience in today's digital world, specifically for banks, credit unions, and fintech companies. They discuss how the concept of customer experience has evolved over the years and the impact of AI and digitalization on customer interactions. They also explore the balance between technology and human interaction in building customer relationships. 

Join us as we discuss:

-Generating increased digital leads through customer conversations (12:58)

-Shep's 6-step process for successful customer business relationships (19:36)

-The importance of employee experience in driving customer experience (21:39) 

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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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 channels having the potential to outshine physical branches, they’re often underperforming due to poor optimization practices. 

In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss insights from a recent Website Blind Spot Benchmark they conducted. The big takeaway? Regular website assessments can help pinpoint problem areas and unlock some serious financial gains. By properly mapping out customer journeys, banks can create a clear path that guides customers from the first click all the way to a completed transaction, reducing confusion and boosting confidence.

Join us as we discuss:

-Understanding Positioning and Customer Journeys (02:38)

-The Importance of Ongoing Optimization (18:12)

-Human Connection in Digital Experiences (28:37)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In this episode of the Banking on Digital Growth podcast, James Robert Lay and Marcus Collins  discuss the impact of culture on consumer behavior and how financial brands can leverage this knowledge to drive growth. They emphasize the importance of understanding cultural nuances and beliefs to effectively engage with different consumer segments. The conversation also touches on the role of empathy and intimacy in serving diverse communities. Overall, the episode highlights the power of culture in shaping people's actions and the need for businesses to adapt and connect with consumers in culturally relevant ways.

Join us as we discuss:

-The power of facilitating, not building, community (19:02)

-Influencing behavior through culture (23:14)

-Understanding relationships and trust building in a digital world (30:34)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In today's episode of the Banking on Digital Growth Podcast, James Robert Lay takes you through Lisa's journey—a financial brand CMO under the pressure of overhauling her company's website. Like many in her position, she's plagued by internal voices, outdated budgets, and the weight of her existing responsibilities. Drawing on real-world experiences and industry data, James Robert offers insights into the pitfalls financial brands often face and the transformative power of external perspective. Dive in to learn why digital secret shopping could be your brand's saving grace and how to gain invaluable insights to better serve your customers.

Join us as we discuss:

-The Challenges of Building a Website for Your Financial Brand: Lisa's Tale (2:05)

-Building a New Website: The Role of Key Internal Stakeholders and their Perspectives (11:48)

-The Cost of Ignoring Human Behavior in Building Websites for Financial Institutions (20:47)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In this episode of the 'Banking on Digital Growth Podcast', host James Robert Lay talks with JB Orecchia, the CEO of Savvy Money. They discuss the importance of enabling clarity for customers and building financial confidence through innovation and partnerships. They emphasize the role of understanding credit scores and providing individuals with an action plan to improve them. 

JB shares his 35-year journey in financial services and how Savvy Money aims to empower you to take control of your financial future with easy to understand actionable advice about your credit. They also discuss the progress of JB's company and the challenges and solutions in keeping pace with technological change. 

Join us as we discuss:

-Financial stress: A silent epidemic (3:11)

-Achieving financial wellness with small, measurable goals (10:04)

-Solving people's financial problems through technology collaboration and innovation (23:30)

You can find this episode 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 the latest episode of the Banking on Digital Growth Podcast, discover why many Gen Z individuals feel more comfortable discussing politics than their finances and how just 8% of them fully trust financial institutions.

Katrin Kaurov , CEO and founder of Frich , the first financial platform for Gen Z, shines a light on the fact that while many Gen Z students are unaware of their credit scores, they are enthusiastic about financial literacy and empowerment. On the other hand, Elizabeth McCluskey, Director of Discovery at True Stage, emphasi zes the pressing need for guidance, as this generation juggles student loans, investments, and personal spending.

Surprising findings? A mere 15% of Gen Z trusts local financial brands, with a significant communication gap between them and the banking sector. Platforms like Frich are bridging this gap, providing peer reviews and a space for genuine financial discussions.

If banks and credit unions wish to truly connect with Gen Z, a blend of digital strategy, authentic engagement, and human connection is essential.

Join us as we discuss:

-The lack of trust in financial services from a Gen Z perspectiv. (5:06)

-Why making money social matters (17:36)

-The connection between health and fitness and finances. (23:55)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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In this episode of the Banking on Digital Growth Podcast, James Robert dives deep into how the rise of automation, data, and AI is changing the landscape of the banking industry. Drawing parallels to the internet's reception in the 1990s, James Robert emphasizes the importance of learning from past technological transitions. Historical business failures, such as Tower Records and Kodak, underscore the dangers of resisting change and not recognizing technological trends. Join us to understand how to adapt to this dynamic environment and why it's crucial for financial leaders to be proactive in this digital era.

Join us as we discuss:

-Similarities between the rise of the internet in 1994 and AI today (7:07)

-Why education is so important for financial leaders (9:56)

-Lessons from the downfall of Tower Records (14:45)

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On November 30, 2022, the launch of Chat GPT marked a momentous step towards mainstream AI awareness, amassing over 100 million users within two months. This introduction spurred a rapid expansion of applications, tools, and integrations with the AI technology. 

Connor Heaton, VP of Intelligent Automation and AI at Strategic Resource Management, Inc. joined the Banking on Digital Growth Podcast to emphasize the vast potential of AI tools, especially Large Language Models (LLMs), in the financial realm. 

Their potential to transform customer service, risk assessment, fraud detection, and financial forecasting is remarkable. However, there are challenges, such as inherent biases in the AI models, the 'black box' problem which alludes to the lack of transparency in AI decisions, and the risk of over-relying on AI without human oversight.

Understanding and leveraging AI is paramount in today's dynamic technological environment, and humans must learn to collaborate with AI to drive innovation, growth, and value creation.

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Digital empathy, fostered through well-developed consumer personas, can play a crucial role in creating emotional connections with customers in the digital world. 

Financial institutions have traditionally relied on demographic data to define their audiences, but a shift towards viewing them as unique communities can provide deeper insights. However, about 70% of financial brands do not use consumer personas, hindering their ability to empathize with their customers. 

On this episode of the Banking on Digital Growth Podcast, James Robert Lay guides you through the most common pitfalls to avoid when creating consumer personas. Developing personas and recognizing their potential can transform your bank, credit union, or fintech focus from transactions to people, fostering a greater sense of empathy and connection.

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Using data can enrich your digital real estate to ultimately amplify loans and deposits. The balance between owning and renting digital real estate and data is key, along with keeping customers' needs at the forefront.

We examined the nuances of Big Data vs. Thick Data. It's the stories these data tell—he DNA behind zeros and ones—that give us valuable insights into consumer behavior.

We also highlighted a simple 5-step process to leverage big and thick data to revolutionize your brand's digital real estate:

Step 1: Integrate a marketing automation platform.

Step 2: Segment data into groups based on user behavior and interests.

Step 3: Conduct interviews to gather thick data and understand motivations.

Step 4: Formulate a series of targeted ads tailored to the consumer buying journey stages.

Step 5: Optimize your digital real estate with personalized user experiences.

As we venture deeper into this data-driven era, remember that each data point represents a real person with real concerns and aspirations.

Let's make our data strategies always human-centered and aimed at helping our customers realize their dreams. 

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Financial thought leaders have historically perceived Risk & Compliance as where ideas go to die.

But Michelle Prohaska, Chief Risk & Compliance Officer at Nymbus, transformed her colleagues’ view by responding to innovative queries with just five words…

“That’s interesting. Tell me more.”

In this episode of our Heart of Growth series, Michelle shares how her team is shedding its image of the “Department of No” and promoting change by embracing curiosity.  

Join us as we discuss:

- If Risk and Compliance functions really do stifle innovation (3:33)

- Why financial leaders should be investing in new communities (12:29)

- How A.I. might transform the Risk and Compliance game (18:12)

Check out these resources we mentioned during the podcast:

- compliance@nymbus.com

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.
 

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Someone who heard one of my keynote speeches recently asked me, “How exactly can my bank move forward to build what you call a digital growth engine?”

What if I told you the answer to that question won’t be found in a large language model or other AI tool? The answer is actually a lot closer than you think, and it starts with mastering the “tech” sitting between your ears.

In this episode of our Inside Digital Growth series, we dive into the power of transforming mindset to help fuel your digital growth engine into the future.

Join us as we discuss:

- A cautionary tale on being stuck in the present moment (4:17)

- How a streaming service became a model for transformation (7:33)

- The GRO model and how it can get you to where you want to go (13:22)

Check out these resources we mentioned during the podcast:

- Text your questions to James Robert at (832) 549-5792

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.
 

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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 complex bank data into actionable growth opportunities for community and regional banks, joins the show to discuss how financial brands can turn data into actionable growth opportunities. This episode  highlights the importance of not waiting for perfection to start engaging customers, leveraging both digital and relational engagement channels effectively, and ensuring that product offerings align with customer needs. The big takeaway? Human experience and building authentic relationships can inevitably lead to more business and profitable relationships.

Join us as we discuss:

-Turning Data into Deposits and Revenue (04:28)

-Account-Based Marketing Explained (15:05)

-Building Transformational Relationships (22:48)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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With so much exciting new technology at our fingertips, how can financial leaders possibly choose the right ones for their brands?

It starts with building a strategic framework — a roadmap — that can guide their teams together in identifying the customer’s needs. Once we’ve come together to determine why we need technology, then we can begin the adoption journey and move forward into the age of AI with confidence.

In this episode of our Practical Perspective series, we unpack 2023’s Marketing Technology Landscape report to help gain perspective on a technology strategy framework for financial services.

Join us as we discuss:

- Marketing technologies’ impact on internal teams (4:05)

- The four gears of the digital growth engine (12:02)

- Why financial leaders need a tech strategy framework (16:05)

Check out these resources we mentioned during the podcast:

- Marketing Technology Landscape 2023

- Chief MarTec

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.
 

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Small business owners are frustrated. These courageous entrepreneurs contribute to nearly half of our economy, but large lenders have all but disregarded the needs of these niche consumers.

That’s why John Janclaes, President of Nymbus CUSO, says it’s time for credit unions to step up and partner with SMB owners to help them get their jobs done.  

In this episode of our Heart of Growth series, John brings the passion as the former contractor explains how community financial brands can guide entrepreneurs on a pathway to care.

Join us as we discuss:

- Growth opportunities for SMB and credit union partnerships (5:36)

- Why community financial brands need to lean into the gig economy (13:53)

- How entrepreneurs can know which lending partner is right for them (23:32)

Check out these resources we mentioned during the podcast:

- Time, Talent, Energy by Michael Mankins and Eric Garton

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.
 

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Does your financial brand have a website that sells, or is it nothing more than a glorified online brochure?

Are you building it based on internal requirements, or are you viewing it through the lens of your customers and their buying journey?

Many financial brands are still not investing in their websites and to improve their digital experiences, which are missed opportunities to turn your platform into a revenue-generating machine.

It all starts with the mindset and perspective of everyone within the organization, and the ability to see the potential to build a real digital growth engine.

Join us as we discuss: 

- Digital retail experience successes and failures of retail giants [01:57]

- The underlying lessons for financial brands [08:07]

- The risks of self-diagnosing your website [09:07]

- Why financial brands are still underfunding their website investments [13:09]

- How to build a website that sells for your financial brand [18:02]

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.
 

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Financial brand leaders are constantly confronted with complexities and uncertainties.

How can we overcome our fears and use them instead as fuel for potential future growth?

It all starts with having the right mindset and the belief that the future will be better.

We sit down with Audrey Cannata - Operations Lead at Digital Growth Institute, to explore how fear limits our potential growth and why it’s so important for us to master our own mindsets.

Drawing reference from Napoleon Hill’s book “Outwitting the Devil”, we talk about the different types of fears that financial brand leaders have and how they can successfully overcome them.

Join us as we discuss: 

- What would happen if you let your childhood fears control you [11:42]

- Building a foundation of faith and belief in yourself [19:45]

- The importance of mastering our mindsets [30:21]

- How to overcome your fears [40:48]

Check out these resources we mentioned during the podcast:

- Audrey Cannata

- Digital Growth Institute

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.
 

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Financial brands no longer have the luxury of controlling the buyer journey.

Oftentimes a customer’s decision has already been made by the time they reach out to your financial institution.

What if you could influence that buying journey even if the customer didn’t realize it.

With today’s consumer wanting shortcuts and support from their financial brand, the process to help your financial brand control that narrative is far simpler than you think.

Join us as we discuss: 

- How content fuels your bank’s digital growth engine [4:16]

- Mapping your buyer’s journey so you are a guide, not a seller [8:07]

- How ratings, especially from 3rd parties, can help you take control of the buyer journey and increase your credibility [14:49]

- Making value added your number one priority like Amazon [17:31]

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.
 

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Collaborative banking. Why do we need it? And what does it look like today?

Where once Fintech and Financial Institutions were at odds, it’s becoming increasingly apparent — collaboration is a necessity to achieve the results we are all looking for.

We sit down with Landon Glenn, CEO and founder of Asa Technologies, and explore the ways they are revolutionizing the digital landscape for both sides.

Technology is at the forefront of transformation. How do we use it to unlock exponential growth and success not just for our organization, but for our end users as well?

Join us as we discuss: 

- What collaborative banking is & what the future looks like [6:44]

- How working together can provide true success [14:14]

- What transformations are happening in the industry now [19:48]

Check out these resources we mentioned during the podcast:

- Landon Glenn

- Asa Technologies

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.
 

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Sitting down for dinner at “The Cheesecake Factory” can be a daunting task, especially when the server brings the menus to the table.

With over 250 individual options that diners can choose from, these colossal menus could please every palate, but in reality, it often has the diner scratching their head on what they should order.

Today, we explore the Paradox of Choice — what happens when you overwhelm your financial consumer with options.

Money is one of today’s greatest stressors that we don’t talk about enough, and putting more stress on your customer is a recipe for an underperforming financial brand.

Join us as we breakdown: 

- How simplifying your “Cheesecake Factory” menu of financial offerings pays off [5:37]

- Why breaking the taboo on money in our society is healthy [11:04]

- The three types of cognitive load your customer experiences [16:21]

- How an overly complex website is costing you millions every year [18:56]

Check out these resources we mentioned during the podcast:

- Stash.com

- Forbes

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.
 

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It’s the reason we sat down for this episode with Todd Weiden, founder of Saltee Co.

Sometimes in leadership, it's easy for us to get focused on the goals and outcomes and less so on the experience for our teams and even our end users.

There is a solution though.

It comes from a place of honesty and a willingness to grow and learn together.

A place of perspective and reflection.

And if you can reach it, change not only becomes exciting it is welcomed.

What better way to face a world that changes at a rate we’ve never known?

Join us as we breakdown: 

- The challenge in “something different” and how to get people to adopt [21:45]

- How navigating change can ultimately be what separates you from the crowd [25:07]

- The emotions in transformation, the challenges, the wins [32:54]

- And how the awkward can inevitably lead to the awesome [39:22]

Check out these resources we mentioned during the podcast:

- Todd Weiden 

- Saltee Co

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.
 

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How do you build trust with your account holders and customers in an increasingly digital world?

It's the question we answer on today's episode and one they may not be asked enough.

In a digital world in the era of AI, content is where you start this relationship.

The content you put on social media, the content of your website, and the communications from your marketing channels.

These are your lifelines in a sea of ever-increasing competition.

The megaphone you use to speak to the crowd. 

The real question is, can anyone hear you?

Join this episode as we discuss: 

- The difference between a customer experience and a relationship [0:47]

- How communication has changed drastically and isn't done yet [2:10]

- The 5 pillars of trust you should be building with your end user [5:16-14:09]

- Their experience but your business's future and it's all in your hands.

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.
 

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Money.

It's an inherently complex subject.

However, if we can provide clarity for our customers and communities not only will we instill confidence about money we inspire courage to commit to learning more.

It’s not often brands make “simplicity” their cornerstone for communication, but what if we did?

Sometimes simplicity is best — like this episode description.

Join us as we discuss: 

- The six C’s of consumer buying [1:35]

- How simplicity is a valid solution [5:39]

- What you can do to help break the taboo around “money” [9:03]

- Why the cognitive load of your consumer should be a priority [13:09]

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.
 

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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, 30-day approach that identifies blind spots and provides actionable insights to optimize website experiences. With a specific focus on product lines, demographic segments, device types, and stages within the buying journey, financial brands can make targeted improvements. The results are a significant increase in user conversions and overall growth, translating to a substantial return on investment.

Join us as we discuss:

-Breaking Down the Secret Shopping Process (06:19)

-Focusing on Product Lines and Demographics (17:09)

-Stages of the Buying Journey (24:36)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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“How do you differentiate your bank or financial brand through your marketing and advertising?”

In this episode of Banking On Digital Growth we explore the topic of differentiation.

It's a fantastic question asked by one of our dear listeners.

One with that can be answered with a little simpler explanation than most would assume.

Help first, sell second.

Join us as we discuss: 

- How establishing a culture around truly helping is one of the most effective places to start [3:48]

- Why actually reducing choices for your customer may yield better results [6:12]

- Finally, how to become a “guide” in your customer's process and not another salesperson [12:16]

You can find this episode 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.
 

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There seems to be a growing theme in the financial world.

“Compassion and communication are going to win.”

Join us as we sit down with Ashwin Kumar head of startups, Banking-as-a-Service, at Stripe and lay the framework for some of the success stories in today's current market.

We all want to win but putting your customer's winning first, maybe the most potent way to get there.

In this episode learn more about:

- How collaboration and teamwork are putting those willing to participate far ahead of the competition [9:36]

- What it looks like to turn roadblocks into advantages [18:41]

- And how good communication and “positive deposits” into your customer experience is square one [21:46]

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.
 

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Nowadays it's becoming increasingly difficult to trust where we source our financial information and learnings from.

With the biggest bank closures in history, increasingly high interest rates, and AI changing the working landscape of the world, how do we get ahead of the curve?

We sit down with Diane Money founder Bill Bloom to see how he is setting out to reshape the way we perceive learning finance and make it his mission to help change someone's financial future.

- Why “figuring it out” is a skill for making life and business work [3:03]

- Diane Money’s mission to impact a billion people on this planet to build them a brighter and better financial future [10:08]

- How the Status Quo keeps us from becoming who we are meant to be [14:22]

- Why a knowledge academy is a critical part of growing Diane Money [24:32

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.
 

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