Banking on Experience: Recent Episodes

James Gilbert

Come hear from the voices of people working at financial institutions all over the world – the voices doing the work, driving change, creating a movement, and building the financial industry into a more positive and innovative place.

No topic is untouchable as we discuss everything from DEI and leadership to culture, lending, and so much more.

Sponsored by CRMNEXT, a CRM platform built for Banks and Credit Unions where they value the opportunity to Simplify Work, Drive Growth, and Deliver on Experience.

Yeah, we're definitely in a recession, but that doesn't mean Credit Unions should sit idle. It's time to take action.

Back by popular demand, Jim Ryan, VP of Strategic Partnerships at Curql Collective, is here to help us kick off 2023 with a message of hope.

In this episode, Jim gives his take on the 2023 recession and how strategic participation in Curql Collective and Curql Fund can help solve the challenges of Credit Unions during a cloudy economic forecast.

This podcast episode is for the Credit Unions that want to learn how to build a better member experience with the help of fintech, and Jim is the perfect guy to help you do that.

The mission of our podcast is to have brutally honest conversations about the biggest challenges facing Credit Unions and Banks in 2023. If that interests you, this is the podcast for you.

Everyone in the Credit Union space has heard the same thing for almost a decade: The fintechs are coming!

But few people have offered Credit Unions actionable advice on how to compete in the era of ever-changing financial technology –– until now.

Ron Araujo, President of Mission Federal Services, LLC, a CUSO that has become one of the country’s first fintech investment funds for CU products and services, is here to teach you how to get your CU on the fintech playing field.

Ron shares how and why Mission Federal decided to step into the “fintech casino” and what they did to improve their odds of winning through a hybrid model of direct investments and a close relationship with another CUSO, CURQL Collective.

On this episode of the Banking on Experience Podcast, we offer you a dynamic conversation about the evolution of member service and how actively investing in the future of fintechs can future-proof your Credit Union.

If you want to know how your Credit Union can embrace technology and thrive in 2023, this is the podcast episode for you.

You know your Credit Union needs to rethink its marketing strategy going into 2023. But how, exactly, are you going to do marketing differently?

To help you answer this question, we brought on a brutally honest marketer with over 20 years of experience.

Enter Isaiah Moskowitz, Owner of LTI Business Solutions and MC for the Cooperative Credit Union Association’s Podcast, The Insider Forum!

On this episode of the Banking on Experience Podcast, Isaiah talks about Credit Union marketing, the things they get wrong, and how they can improve the Member experience with the right marketing strategy.

If you want to improve your Credit Union's marketing engine, this episode is for you.

After years of throwing the CECL “Message in a Bottle” back into the ocean, the Credit Union industry now must comply and set money aside from every loan in case things go sour.

Is this rainy day fund just in time, or will this regulation hinder the growth of Credit Unions big and small?

Michael Cochrum pilots the ship in this week’s episode. He breaks down the history of CECL, how to use data to comply with the requirement, and talks about his professional data journey in the CU Movement.

Michael has worked in the Credit Union space for 32 years, most notably with the CUSO, CUDL, and is now the owner of Creative Market Resource Group, INC (CRMG Solutions) and CUBI.PRO, helping Credit Unions with data and business intelligence, among many other things.

Is building this “Ark”-a-techture (see what we did there) going to help stave off the impending financial flood, or will the funds required pull smaller CU’s further under the surface?

Tune in and find out.

There is good reason to believe that we will see a major auto-loan default crisis coming very soon.

What will happen to vehicle values and the loans attached to them? And how will this affect your Credit Union and its members?

If only there was a “crystal ball”...

Enter Jim Tenhudfeld, President of Frost Financial Services.

Jim has over 25 years in the world of Protection Products for Credit Unions, first as an AVP at Great American and then as President of Frost Financial Services.

As a premier provider of collateral products like GAP Protection, Jim has seen the ups and downs of several market cycles, especially in the world of vehicle depreciation.

Jim is here to share a glimpse into his vehicle valuation “crystal ball," and the clouds are definitely getting stormy.

Is there going to be an auto-loan default crisis in the next 3-6 months?

Tune in and find out.

Here’s the bad news for you Credit Union folks: You are losing your competitive advantage over banks.

Historically, Credit Unions have had advantages over banks in the following areas –– rates and fees, member service, and digital technology.

But now, banks are catching up to Credit Unions in all three areas.

On this episode of the banking on experience podcast, Dave Cerwinski is going to help your Credit Union regain its competitive advantage over banks.

Dave is the Vice President of Corporate Development at Wescom Credit Union. He coordinates Wescom’s involvement in several growth initiatives related to FinTech and Credit Union partnerships. He is also President of Wescom Resources Group, a CUSO that provides data processing and management services to about 90 other credit unions.

If you’re looking to boost your member experience and digital technology so you can leave banks in the dust, this is the podcast episode for you.

Imagine if there was a CUSO that paired your Credit Union with cutting-edge fintech solutions -– to help you implement leading technology faster, easier, and more affordable.

On second thought, you do not have to imagine this scenario. The golden ticket for your Credit Union is finally here.

Jim Ryan, VP of Strategic Planning at CURQL Collective, breaks down his definition of “the COVID pivot,” shares his experience in the CU Movement, and spills the beans about the hottest new CUSOs in the Credit Union space, CURQL Collective, and CURQL FUND.

CURQL (pronounced Circle) is the first CUSO factory, bridging together Credit Unions and leading-edge fintech solutions.

Hear how a vision, a need, and a few talented industry experts raised over 252 Million Dollars to fund this collaborative vision during the Pandemic!

In this episode of the banking on experience podcast, learn how your Credit Union or CUSO can find your “Golden Ticket” to the CUSO Factory. Jim Ryan has the key to the front gate.

You are welcome to join.

Lastly, we'd like to tell you about an upcoming fintech showcase for the Credit Union industry: VentureTech 2022. Taking place from November 7-9, at the Omni Frisco Hotel - Texas.

If you're interested in learning more about VentureTech 2022, visit https://myventuretech.com/

If you’re at a small Credit Union and are being told “you can’t” because of your asset size, this podcast is for you.

Becky Reed, CEO of Lone Star Credit Union, is proving day in and day out that a can-do attitude –– regardless of your asset size –– and a willingness to say “yes” instead of “maybe later” is what you really need to grow in today’s CU Market.

We dive in on leveraging CUSOs, embracing a culture of being a “Pioneer” (AKA “BETA”) for innovations in the space, and joining boards and trade organizations.

This episode is for all of the small credit unions out there that are feeling overwhelmed. So, If you are trying to grow your Credit Union with a shoestring budget, Becky Reed’s gonna tell you how in this episode of the banking on experience podcast.

60% of CUSO’s are Insurance based and almost all of them have the same thing in common: They are barely scratching the surface of their potential! President of Insurance Strategies with Daggett Enterprises, Melanie Munsey, takes us “padawan’s” to school on the ways of the Insurance Force and explains how CU’s are being treated like “second class citizens” when it comes to many of their current protection product partnerships, and how more income, control, and freedom awaits those that have the desire to creatively advocate for their membership and their CU/CUSO! Tune in to work SMARTER not HARDER and get back what you deserve!

The impact of an FI serving its community—truly serving its community—cannot be understated, and there’s no better example of this than Tongass Federal Credit Union.

We were honored to sit down for a chat with Helen Mickel, CEO of Tongass FCU and one of our 2021 Right On The Money (ROTM) winners, to talk about playing big and serving community as a small CU—this week on CRMNEXT’s Banking on Experience podcast.

Topics we cover include:

The Tongass FCU Story: origin, community, mission
How Tongass has tackled serving the underserved
Boots on the ground: why it matters so much in this very virtual world
Microsites (and how they’re making a difference)
The initiative Helen feels has had the biggest impact on both community and growth
The power of promoting small businesses
What the future holds for Tongass FCU
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

The student loan situation is… well, it’s caused some heartache and stress. Let’s just put it that way.

But there are those out there who are determined to bring solutions and to help FIs offer those solutions to their customers and members.

And we got to sit down with one such remarkable individual this week. Bobby Matson, Founder and CEO of Payitoff joins us—on CRMNEXT’s Banking on Experience podcast.

Topics we cover include:

Why Bobby is passionate about this topic
Student loans: why they’re different from all others
How to determine the next best steps for your customers or members
Top challenges FIs face around student loans
Providing real help: best ways FIs can address the student loan crisis
Wealth management & robo-advising
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Wise FIs know that both brand and PR play essential roles in the success of their organization. And the brilliant ones know just how well the two work together.

We’re lucky to feature one such organization this week. Jennifer Reed, Vice President of Public Relations at Sound Credit Union joins us to talk all about it—on CRMNEXT’s Banking on Experience podcast.

Topics we cover include:

Sound CU’s logo: its origin story and how it represents them
Getting your story out there
The biggest challenges CUs face when it comes to tying brand and PR together
Jennifer’s top tips and tricks for PR
The stigma of PR being “a compliance thing”
How brand and PR complement each other
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Have you ever been afraid to take out a loan? Have you ever put experience ahead of price? Yeah, us too.

It all comes back to that human element that drives everything, including the relationship between FIs and the people they serve. And we got to sit down for a chat with a true expert on the subject.

Miriam Ackerman, Chief Strategy Officer at DNT BLNK and Co-Founder of NetGiver (NACUSO’s 2020 Big Idea Award-Winner) graciously offers her expertise—this week on CRMNEXT’s Banking on Experience podcast.

Topics we cover include:

Why Miriam is passionate about this topic
Addressing what your members & customers actually need
The power of real connection
Best practices around experience for FIs
Getting specific with personalization
The no mission/no margin concept
What holds FIs back from maintaining good relationships (and how to fix it)
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Trust. It’s the foundation of—well—pretty much everything when it comes to relationships, including those between an FI and its members or customers.

We were thrilled to sit down and learn from one of the world’s greatest experts on creating high trust in a high-tech world. Todd Duncan is a Best-Selling Author, a Sales Entrepreneur with 5 million clients world-wide, and our honored guest this week on CRMNEXT’s Banking on Experience podcast.

If you’ve never had the opportunity to learn from Duncan—we implore you—get ready to take notes and brace yourself for some mind-blowing insight.

Topics we cover include:

Biggest mistakes when it comes to tech & trust
Todd’s take on the ‘talk less/sell more’ mindset
The power of emotional connection: how FIs can create true “wow” moments
4 things about FIs and marketing that everybody needs to hear
Bridging marketing and high-touch emotional connection
Net Promoter Score and the Customer Journey
The role of convenience
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Ah the holy trifecta of the credit union world: Leagues, CUs, and CUSOs… To have been a part of all three—and succeeded beautifully in each one—is impressive. It also means you have some seriously stellar insight to offer.

Lucky for us—and more especially, for our listeners—we got to pick the brain of one such expert. LeAnne Case, Senior VP of Marketing and Communications at The Servion Group, sits down to share her journey—this week on CU Changemakers: Women On Work (WOW).

Topics we covered include:

LeAnn’s beginnings in the CU space
Leagues, CUs, and CUSOs: what she likes best about each
Women who have inspired LeAnn along her path
The Servion Group—origin story, mission, marketing
LeAnn’s passion project, Vive Unlimited
What excites our expert most about the CU women’s movement
And more

Stay in touch with Banking on Experience podcast series by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Do you find the world of trading a touch intimidating? Enthralling? Completely foreign but still a little fascinating? If capital investment piques your interest at all—and perhaps it should—this is the Banking on Experience podcast episode for you!

We’re joined this week by Dan Raju—CEO of Tradier, Market Expert, and Serial Entrepreneur—to talk about people focusing more on doing capital investments and the role FIs can play in that endeavor.

Topics we cover include:

Capital Market vs. Millennials? Diving into differences.
FIs shifting mindset to focus on traders that really know the market
Getting access to active traders: Dan’s top hacks for FIs
How fintech fits into the equation
Crypto: where it’s at, where it’s going
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Innovation. It’s a make-it-or-break-it requirement for ANY company, and financial institutions are no exception.

So, we were thrilled to sit down with an expert on this very subject—to see how FIs can best create innovation in their organizations. Marwan Forzley, CEO at Veem offers top tips—and a whole lot of brilliant insight—this week on CRMNEXT’s Banking on Experience podcast.

Topics we cover include:

Marwan’s take on why innovation tends to stall so much in the financial world
How, as younger leaders emerge, FIs can adopt a better strategy around innovation
Adopting a better strategy around payments, in general
Marwan’s top 1-2 tips to help FIs get started
Using innovation to help drive better experience
The concept of buy now/pay later: how it helps drive better CX
Veem’s role in helping FIs innovate
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Don’t you hate having to wrap up a conversation mid-sentence, when there’s still SO much more to say and learn? Lucky for us—and most especially for our listeners—we have a solution: Invite guests back to continue the chat!

That’s precisely what we did this week. Tom Millon, CEO of US Loan Services at Computershare and Jeff Johnson, COO at Computershare Loan Services return to talk customer servicing in lending and in the financial services industry as a whole—this week on CRMNEXT’s Banking on Experience podcast.

Topics we cover include:

Tom’s top-of-mind thoughts around customer servicing in financial services
How to make the sharing of sensitive information more efficient and secure
FIs, mortgage lenders, investors: what matters most to them re customer servicing
CX from a borrower’s perspective
How mortgage companies’ customer care can best assist borrowers in need
The best way to approach customers who are dealing with hardship
The default loan servicing market (aka special servicing): where things stand today
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Anyone who’s a part of the credit union world knows it’s a close-knit community, very much like a family.

But what happens when an actual mother and daughter commit themselves—heart and soul—to the CU mission and movement? In the case of Susan Mitchell, (CEO of Mitchell, Stankovic & Associates) and her daughter, Brandi Stankovic (COO of CU Solutions Group)… it’s a whole lot of amazing.

We were thrilled to sit down with these two powerhouse women to hear all about their journeys—this week on CU Changemakers: Women On Work.

Topics we covered include:

Susan and Brandi’s backgrounds in the CU movement
Who has influenced them in their careers (and why)
Current projects these two are tackling together
Brandi’s podcast, The Strategic Hotbox
The evolution of leaders (and leadership itself) in recent years
Susan and Brandi’s top tips for women, both in and out of the CU world
And more

Stay in touch with Banking on Experience podcast series by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Capitalism… It’s a buzz word, that’s for sure. And when it comes to the idea of rethinking it, not everyone’s on the same page.

But Hazelmae Overturf, Product Owner of Employee Experience at BECU has some fresh thoughts on the subject—particularly around how it affects the credit union world and its members—and she graciously agreed to share them, this week on CRMNEXT’s Banking on Experience podcast.

Topics we cover include:

Why Hazelmae is passionate about this topic
What changes can (and should) be made in the CU space
The role community plays
DEI, representation, and talent in the industry
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Break out the fireworks! This week is a big one for CRMNEXT’s Banking on Experience podcast, as we are celebrating our—drum roll please—100th Episode!

So, it only makes sense to feature a truly extraordinary guest in honor of the occasion. Anne Legg, Founder of THRIVE Strategic Services and Author of Big Data/Big Climb returns to the show to talk all about how data can help create “goosebump moments” at your credit union.

Topics we cover include:

Anne’s own top-of-mind “goosebump moments”
How CUs can better leverage data and sustain their data strategy
Biggest challenges around building data strategy (and how to overcome them)
Empowerment: the role technology can play
Anne’s take on the untapped potential of data in the industry
Making the world a better place (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Let’s talk digital experience. Specifically—why is it so essential for the success of your financial institution? We’ve all got a general idea on how to answer that, but perhaps the details are a tiny bit fuzzy.

That’s where Jeff Keltner comes in. As Senior VP of Business Development at Upstart, he offers a lot of fantastic insight into the how/what/why behind the right kind of digital transformation for your FI. And he shares top tips—this week on CRMNEXT’s Banking on Experience podcast.

Topics we covered include:

Defining “digitizing legacy processes”
Top 2 digitization challenges FIs should tackle first
Integrating different channels across the digital journey
CX + EX: how your data strategy affects both
The convenience factor
Digital Experience & growth (hand-in-hand)
How Jeff would change the world if he could
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Culture. It’s a word we throw around a lot but creating precisely the kind that cultivates ALL the good stuff at your CU? That’s not an easy task.

Luckily, we got to sit down with an expert on the subject. Ali Migaki, Chief Retail Officer at iQ Credit Union helped to build a world-class sales culture there. And she shares top tips—this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

Sales Culture at your CU: a taboo topic?
Biggest mistakes made in developing a culture
iQ CU’s Reward System (and why it rocks)
Some of Ali’s success stories
First Steps: where to start in creating the culture you want
And more

Stay in touch with Banking on Experience by listening to Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

We talked with the Queen.

The CU “Queen of Innovation,” that is. And she had some pretty spectacular advice for credit unions across the land.

Anne Legg joins us this month on CU Changemakers: Women On Work (WOW) to chat all things CU (and then some). Hosted by CRMNEXT's Banking on Experience, this podcast series celebrates extraordinary women in the credit union world—and it doesn’t get more extraordinary than Anne Legg.

As an Internationally recognized CU Industry Leader, Author, Educator, and Founder of THRIVE Strategic Services, Anne Legg has a lifetime of wisdom to offer. So, lean on in…there’s much to learn!

Topics we covered include:

What data means to CUs today
The power of data-driven experiences
Women in the CU World who’ve inspired Anne
THRIVE 101, and the story behind Anne’s book, 'Big Data/Big Climb'
Working with CUs of all sizes
What’s next for Anne and her organization
Upcoming: ‘Date with Data’ Event (May 2-3)
Anne’s Top Tips for Women in the Movement
And more

Stay in touch with Banking on Experience podcast series by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

I believe the children are our future…Great song. True statement.

Reaching that younger K-12 audience is, in fact the key to securing the future of the credit union movement. And making sure that your CU is driving positive change around DEI is paramount. We know this, but… it can still seem a little daunting.

So, where do you start? Glad you asked!

Lisa Koenecke (she/her), Certified Diversity Professional sat down with me to share her extensive wisdom on the subject, and the conviction and passion behind her insights was palpable. Listen in, learn, and secure a brighter future for your CU—this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

The biggest challenges CUs face in addressing the K-12 audience
Best practices around financial education – particularly for adolescents
Creating experiences for young people
Top priority: what K-12 need most from your CU
Inclusivity & DEI: Lisa’s top tips
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

What do you do when you run into a brilliant, self-proclaimed “data geek” whose company is committed to helping CUs? You interview him! And you share some of that brilliance with your listeners.

That’s precisely what CRMNEXT’s Joshua Barclay did at the most recent NACUSO event.

Jamie Jackson, CEO at Arkatechture graciously agreed to sit down for a chat, and he shares some fantastic insights around data and the CU space—this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

What Arkatechture is all about
Some of the biggest misconceptions CUs have around data
Innovating and staying relevant
Avoiding data intimidation: how data can empower the “average” employee
The skinny on dirty data
How to choose the right tools for your CU
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Ya gotta’ love connections made at conferences. And CRMNEXT’s own Joshua Barclay made a pretty spectacular one at the NACUSO event this past year.

Dan Daggett, President at Daggett Enterprises USA, LLC has been in the CU Industry since 1993, and he has a wealth of wisdom to offer. Lucky for us, he graciously agreed to sit down and share some of that hard-earned wisdom—this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

What CUs need to do to remain relevant
Mission meets Profitability: how to juggle both
Dan’s top advice for CUs
Proactive vs. Reactive: choosing the former
Maneuvering the tightrope that IS today’s economy
Changing Lives: some of Dan’s personal experiences
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

CU Changemakers: WOW (Women On Work) is thrilled to welcome to the podcast a true pioneer in the credit union movement. She has made - and continues to make - massive, positive changes in her community, in the CU space as a whole, and in the lives of those fortunate enough to know and work alongside her.

Welcome Kim Daigle, President & CEO of the Insurance Trust in Westbrook, Maine!

Topics we covered include:

Kim’s Journey to becoming the 1st woman CEO of the Insurance Trust
Women who’ve influenced Kim throughout her career
A brief history of the Insurance Trust, why it’s unique, and where Kim’s taking it
How Kim created her MEWA (Multiple Employer Welfare Arrangement)
Top tips for other orgs interested in creating a MEWA
Kim’s advice for other women in the space
What’s on the horizon for Kim and the Insurance Trust
And more

Stay in touch with Banking on Experience podcast series by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

If greater innovation is a goal at your CU, member service is no doubt the first place you’re aiming to tackle. But it can be tricky…The world’s changing every day, and people expect more. Period.

So, where do you start?

Glad you asked, because – as it happens – I sat down with an expert on this very subject. Cori Poland, Chief Experience Officer at Rivermark Community Credit Union offers top tips around how CUs can implement more innovative ways to service members—this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

The biggest challenges CUs face around member service in general
Cori’s implementation of new technology + the failures she learned from
What younger members want
Why offering options is so essential
Credit-driven, tech-enabled members & the role employees play
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Feeling charged up and ready to keep resolutions in 2022? If you’re anything like us, service sits at the top of that list. And when it comes to your credit union, the importance of member service in today’s changing world simply cannot be overstated.

I got to sit down with Cheryl Purrington, Senior VP of Sales and Service at ACFCU for some of her fantastic perspective around this vital subject—this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

Why Cheryl is passionate about member servicing
Some of the biggest challenges CUs face in this area
Fresh inspiration: stories that fuel Cheryl’s commitment to great member service
A peek into ACFCU’s new “Be Nice” Campaign
How to bridge servicing and growth to hit goals
The power of being proactive vs. reactive
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Ah the limitless power of networking. We all want to access it more effectively, but the goal can be daunting.

Luckily, I got to sit down and chat with an expert on the subject. Sara Freeman, VP of Business Development at Truity CU shares some fantastic insight around how you and your credit union can turn networking into a community building exercise—this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

Why Sara’s passionate about networking
How your CU can build a proper network
Building network + helping community
Loyalty vs. Convenience: how networking fosters both
What a give-first mentality can do for your CU
Top tips for getting out of your comfort zone
A direct challenge to our listeners
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

No doubt about it. The CU Space is filled with spectacular people whose stories are too often untold – particularly those of the MANY women in the industry who are driving the kind of change needed in the communities they’re an integral part of.

And that, my friends, is precisely why CU Changemakers: Women On Work (WOW) was created. Sponsored by CRMNEXT’s Banking on Experience, this podcast launches its first episode today, and we can’t wait to share it with the world!

Joining forces to shine light on the unsung heroes of the CU space are Stephanie Smith, Executive Director of America’s Credit Union Museum and Jonathan Taylor, CEO of CU Sol – two people incredibly passionate about the movement and the people in it. So let the storytelling begin!

What’s covered in our inaugural episode?

An intro to our hosts, Stephanie Smith and Jon Taylor (JT)
More about America’s CU Museum- the birthplace of the movement
Past, present, future: why preserving it ALL matters
Keeping the history alive: an invitation to every CU
The ‘Women in Credit Union History’ exhibit (coming Oct. 2022)
Partners with a purpose: the who behind the podcast
CU Sol’s CU Safe Initiative (and other amazing efforts on the horizon)
Future guests
And more

Stay in touch with Banking on Experience podcast series by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

We couldn’t be more thrilled about what episode 88 entails!

This month, a new podcast series called CU Change Makers makes its debut, sponsored by CRMNEXT’s Banking on Experience. And co-hosting this exciting new collaboration is Stephanie Smith, Executive Director of America’s Credit Union Museum.

Stephanie joins us to share more about the Museum’s past, present, and future and to offer just a small taste of what you can expect from CU Change Makers. We can’t wait for you to get your ears on it!

Topics we covered include:

How America’s Credit Union Museum came to be
How your CU can take action & get involved
What the future of the Museum looks like
Maintaining and developing the credit union story
Changing the world (yes, really)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Looking to lend more efficiently at your FI? (Does a bear poop in the woods?)

We’ve got you covered! Brian Geary, President of Linear Financial Technologies is an expert in this area, and he joins me to share top tips—this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

Reviving the SMB Economy through lending: how your FI can help
The effect work from home has had
Biggest lending challenges FIs face (and what you can do about them)
The Open Banking Revolution defined
How AI helps with efficiency
The role tech plays
How the Fintech world plays into this
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

You’ve got brand. You’ve got customer and member experience. But are you focusing enough on the link between the two?

We’re talking bridges here, folks. And joining me to offer his expert advice on what steps financial institutions can take is Co-Founder and President of InnerView Group, Chris Wallace—this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

Biggest misconceptions about experience in the financial world
The role that brand plays
Measuring experience: foundational steps for FIs
How your FI can manage branding experience more effectively
Who owns experience in your org
Technology’s Role
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Hear that? Yep, it’s 2022 knocking at the door. And, if you’re brainstorming how to make this the best year yet for your credit union and its members, we’ve got some expert advice I think you’ll appreciate.

Jordan Beyer, Founder at Organizational Health Solutions, LLC and Grassroots Advocacy Manager for NWCUA is passionate about the CU space and its future.

He sits down with our own Joshua Barclay to discuss how financial inclusion, innovation, tech, and more play a role in helping the credit union movement survive and thrive—this week on CRMNEXT’s Banking on Experience.

Topics covered include:

Jordan’s story - why our expert is so passionate about credit unions
Remaining relevant: top tips for CUs
Financial Inclusion and the role CUs play
Profitability: can financial inclusion be a stepping stone?
Member experience and what Jordan thinks CUs can improve on
Tech trends and how to weed out what’s right for your CU
Going above & beyond: stories of CUs putting members first
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

When you get a chance to chat with the CUSO Guru, you grab it! And that’s just what CRMNEXT’s own Joshua Barclay did at NACUSO’s 2021 Conference.

Lucky for our Banking on Experience listeners, he recorded the conversation to share with you!

Guy Messick (the CUSO Guru) has been in the CU Industry for over 35 years. He is currently the CEO of NACUSO Business Services, Inc., and we’re thrilled he was willing to share his wisdom.

Topics we covered include:

The importance of NACUSO’s 2021 event and of CUSOs within the CU industry
How Guy became the Guru: a peek into his history
Predictions on the impact of recently expanded CUSO powers
Innovation and Staying Relevant: Top Tips for CUs
What excites Guy most about his role with NACUSO
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Let’s be honest – GRC (Governance, Risk Management, and Compliance) gets a bad rap. Your credit union team members don’t break for lunch and say, “Hey! Let’s play GRC bingo!” But…maybe they should.

Ok, that’s a stretch.

But the truth is, this topic is massively important when it comes to your financial institution. And no one can offer better insights around it than Amanda Cohen, Director of GRC Products at Resolver and my guest expert this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

Why Amanda is passionate about GRC
Shifting mindsets: how your CU can (and should)
Biggest GRC challenges for credit unions
Your frontline + GRC: top tips on making them besties
Better ways your CU can leverage the GRC Team
How data applies
The Impact of GRC on Member Experience
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Feeling hunted? Not an ideal place for a credit union to find itself, but – for many CUs today – them’s the hard facts, folks.

So how can your credit union avoid mergers and acquisitions? And why should you want to? To answer these questions (and many more), I’m joined by CEO of CU Sol, Jonathan Taylor – this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

The whats and whys of CU Sol
Clarifying: Mergers of Mercy vs. Mergers of Strength
How CUs get in this spot to begin with
The Vendor Ecosystem that serves this Industry
How to ensure there remains a free market
JT’s top tips for CUs
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Ready, set, LEAD!

For many, their induction into a leadership role is akin to a polar bear plunge – jump in and hope you don’t drown (while smiling for the camera.) Others enjoy the advantage of mentors to guide them more gently into the deep end.

But one thing’s true across the board: Becoming the kind of leader that financial institutions need in this ever-changing world isn’t easy. That’s where Laurie Maddalena comes in.

Laurie is CEO and Chief Leadership Consultant at Envision Excellence, a Certified Executive Coach, and my honored guest this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

Why Laurie is so passionate about cultivating better leaders
Grooming your org’s future leaders: how FIs can help
Their success = your success (addressing fears around mentoring leaders who’ll ‘surpass’ you)
Technical expertise vs. Leadership skills: more purposeful talent development
Laurie’s top tips for adjusting your financial institution’s approach to leadership
Embracing feedback + continuing to learn
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

This week we put our sole focus on Financial Inclusion Week. An entire week dedicated to just that.

Previous episodes from Michael Murdoch, Denise Wymore, Seth Brickman, Whitney Anderson-Harrell, Dan Marquez, and so many more.

Language barriers
Serving a younger generation
Serving an older generation
Financial Education
Tackling DEI
Serving the underserved communities
Providing financial opportunities for those with no credit score
Serving members and the community on their terms

We hit on them all throughout this podcast

It’s a pretty indisputable fact that CUInsight has found a home at the heart of the credit union community.

And this week on CRMNEXT’s Banking on Experience, we’re honored to have CUInsight Co-Founder, Randall Smith join us to share the story of this fantastic organization.

Topics we covered include:

How CUInsight came to be
Love at first click? How they gained adoption so quickly
Lessons from failure
Top successes (and how they got there)
Partnering with CUInsight: what vendors need to know
What’s next for CUInsight
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, Casted, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Are you speaking the love language of your members?

As credit unions, you’re not serving numbers. You’re serving people. And people? Well, they tend to have a whole lot of individual preferences. Meeting the needs of members on their time and in their place can make ALL the difference for your financial institution.

Joining me this week on CRMNEXT’s Banking on Experience is a true expert on the subject. Seth Brickman has worked with both Amazon and Microsoft, is a Veteran of the United States Navy, and is now CEO of QCash. He brings a wealth of knowledge, and I’m excited for our listeners to get their ears on it.

Topics we covered include:

Why Seth is so passionate about meeting the needs of CU members
Some of the biggest gaps (and how your CU can address them)
What coming from Amazon and Microsoft has done for Tom’s perspective
Meeting members’ high expectations: how CUs can up their game
Why communication preference is key
Branching out: how incorporating tech can help
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Be honest – do DEI discussions make you nervous?

You’re not alone. As it happens, there’s a lot of fear around these topics. The real question is: what are you going to do about it?

May I humbly suggest you tune in this week to CRMNEXT’s Banking on Experience, as DEI advocate Dan Marquez (they/them), also known as Madam Nymphadora, share some incredible insight into how you and your financial institution can break down that fear and be part of positive change.

Topics we covered include:

Why Dan is so passionate about this topic
Cancel culture (and how it feeds the fear)
How to: nurturing and developing group discussions at your CU
The 3 core emotions that will change your CU’s culture for the better
Dan’s perspective on the current DEI movement in the credit union space
Embracing differences without conflict
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Hope you’re well…

We say it without thinking. But as leaders, it’s our responsibility to make sure those words carry real weight – for ourselves and our employees.

And this week, Banking on Experience teams up with The Strategic Hotbox podcast and its fantastic host, Dr. Brandi Stankovic (COO and Chief Strategy Officer of CU Solutions Group) for a takeover episode that puts mental health front and center.

Topics we covered include:

Why Dr. Stankovic is passionate about mental wellness in particular
Some of the biggest challenges leaders face in addressing mental health
Tackling mental health (and stigmas around it) at every level of your org
Breakin’ it down: a plan of action (that will make a real difference)
Top 3 “kick-ass” takeaways
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

We can see into the future.

Ok, not really.

But Tom Millon, CEO of Computershare Loan Services (CLS) has a pretty good idea of what we can expect when it comes to the future of mortgage and lending. (Hint: It has a lot to do with improving the tech gap that still exists there.)

And he joins me this week on CRMNEXT’s Banking on Experience to offer valuable insight on the subject.

Topics we covered include:

Computershare and Loan Services in a nutshell
Why Tom is passionate about his business (and the tech that helps it)
What loan services can do today to ensure their tech grows with them
Addressing mortgage pain points
Bridge the gap: simplifying lending and mortgage processes
Default situations: how tech can help
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

"Come together right now...."

Credit unions all over are discovering the rockin’ power of more effective collaboration. And there’s perhaps none more passionate about that concept than Benjamin Hering, Director of Engagement at Minnesota Credit Union Network and a previous Filene i3 participant.

He sat down with me this week on CRMNEXT’s Banking on Experience to discuss.

Topics we covered include:

Why Ben’s so passionate about collaboration within the CU space
The risks of NOT collaborating
How credit union leagues can collaboratively address issues
Tips for CUs who don’t have a league in their region
How vendors can help
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

The world is a’changin’ at a pace that’s given most of us chronic whiplash. – And when it comes to your credit union’s member experience, adapting quickly to meet today’s needs can feel a touch daunting.

Not to worry- Lauren Culp, Publisher & CEO of CUInsight (and “Right on the Money” Judge for the 2nd year in a row) is an expert in this area. And she sat down with me this week to share top tips, on CRMNEXT’s Banking on Experience.

Topics we covered include:

Why Lauren is passionate about this
Improving digital: how your CU can step up in this area
Other ways technology can (and should) play a role
Factoring in employees’ working remotely
Lauren’s top 3 tips for creating a cohesive, seamless member experience
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

I double-dog dare you…to implement a culture that actually delivers.

Diving into that realm does require chutzpah – from a leader who’s willing to go where others don’t. Lucky for our listeners, I got to sit down with one such leader this week on CRMNEXT’s Banking on Experience.

Sundie Seefried is CEO and President at Safe Harbor Financial (and former CEO at Partner Colorado CU), and she offers some fantastic suggestions on implementing a culture that’s more than just talk.

Topics we covered include:

A culture that Counts: why Sundie cares
Working up to CEO: what she’s learned along the way
Advice for those aspiring to lead
What Sundie’s learned from failure
Game playing (and why it has no place in your culture)
The story behind + key takeaways from Sundie’s book
And more.

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Let’s just get it out there: Not all credit unions are created equal.

BUT every one of them (from the smallest to the largest) has the potential to be fully “flawsome,” and that’s the truth.

Nanci Wilson of University FCU defines this fantastic word – and offers top tips on creating a better, more empathetic culture at your credit union – this week on CRMNEXT’s Banking on Experience.

Topics we covered include:

“Flawsome” defined
Why Nanci is passionate about this
Nation-wide feedback she’s received on the subject
Making good (like actually) on your mission statement
Empathy Mapping
Positive changes at your CU: where to start
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or your favorite podcast app

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Happy hours and short-term lending…

It may seem an unlikely pairing. But Juan Fernández Ceballos, President and CEO of the Credit Union Association of New Mexico and the host and creator of the “Unscripted Happy Hour” joins us this week on CRMNEXT’s Banking on Experience to discuss both. And it makes for a well-mixed conversation cocktail.

Topics we covered include:

Why Juan created the “Unscripted Happy Hour” (and where it is today)
How people can find it (short answer: Juan’s LinkedIn)
Some of the biggest successes with “Unscripted”
Why our guest is passionate about short-term lending
Some positive strides the Financial Industry’s made in this area
Top 2 things credit unions can do to position themselves in this realm
How short-term lending can address barriers for the underserved

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Givers of hope. – Sounds epic, right? But it’s precisely what financial institutions have the potential to be IF their top priorities are to listen, educate, and include.

Joining me on CRMNEXT’s Banking on Experience to discuss financial education and DEI in today’s changing world is Andrea Finley- a true rock star in her field.

No really…she was 2020’s CU Rockstar for her work in financial education. ;) She’s also the Community Engagement Manager at AACUC (African American Credit Union Coalition), a certified diversity professional, and one of the most inspiring guests I’ve had the pleasure of speaking with on the podcast.

Topics we covered include:

Why Andrea is so passionate about this topic
Common challenges she’s seen in the field of financial education
A family affair: making finances less taboo
How credit unions can help turn obstacles into opportunities
What DEI really means (some awesome perspective here)
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

You don’t get to take it with you…

You’ve heard that before. But discussions around death- and preparing for it financially- are still strangely taboo for a lot of people. This week on CRMNEXT’s Banking on Experience, I’m joined by an expert on preserving your assets and possessions.

Kenneth Kelly is Chairman & CEO of First Independence Bank (among many other impressive titles) and author of the new book, “Prepare Before I Let Go.” And he shares some fascinating insight with our listeners.

Topics we covered include:

Kenneth’s book: why he wrote it, what it offers
Why he’s so passionate about this topic
How financial institutions can help better educate and prepare people
Misconceptions around power of attorney
The best time to get started
And more

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Do as I say, not as I do.

It’s never been an effective policy, and it never will be. That the command-and-control leadership style held reign so long in the financial services industry is surprising, but one thing is crystal clear now: it’s officially worn out its welcome.

Michelle Peterson, Chief Member Experience Officer at A+ Federal Credit Union joins me this week on CRMNEXT’s Banking on Experience to lend her expert insight on the subject.

Topics we covered include:

How Michelle got started in the CU Industry
Defining command-and-control leadership
Why she’s passionate about this topic
The importance of culture, and why A+ is the place for Michelle
Command-and-control vs. our expert’s leadership style
Adoption of more agile leadership
Region-to-region CUs: cultural differences and similarities
If you currently practice command-and-control leadership: first steps to change

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

When it comes to connection these days, most people are like porcupines. We’ve been hurt. We’re hypersensitive right now. And- if financial institutions are to thrive in this prickly, digital world- it’s essential to put humanity at the helm.

Joining me this week on CRMNEXT’s Banking on Experience is the king of culture himself, Ricardo Gonzalez. – Ricardo is the Founder and CEO of Bilingual America, Founder of the Speakers Guild of America, and Author, Advisor, and Culture Expert. And he drops some seriously enlightening truth bombs on this episode.

Topics we covered include:

Why Ricardo is so passionate about culture and connection
African American and Latino communities: feeling the impact
Low context cultures vs. High context cultures
The Buying Power of these groups
Bias: good and bad
Key advice for leadership at banks and credit unions
Language and communication: where we’re at, where we need to be

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Nurture (verb): to care for and encourage the growth or development of.

Sounds like something all good financial institutions should want to do for their customers and members, right? So, what’s the best way to go about actually doing it?

Ryan Zilker (CMO at Sound Credit Union) has some ideas. He joins us this week on CRMNEXT’s Banking on Experience to share his top tips for leveraging omni-channel nurturing across interactions.

Topics we covered include:

Why Ryan’s so passionate about it
Sound CU and Digital: current, real-life examples of what they’re doing
What CUs should START doing today (hint: visibility comes up here)
How to make sure you’re actually nurturing members
Ryan’s controversial stance on video banking
The most underutilized channels, from a marketing POV
The role technology plays in all of this

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Figital.

It’s one of the latest, greatest buzz words out there. And it seems the definition is a bit…well…fluid. So, how does “figital” apply to banks and credit unions?

Glad you asked! Jamie Cosgrove- Head of Financial Services at Podium joins us this week on CRMNEXT’s Banking on Experience for an open dialogue on every FI’s favorite new word.

Topics we covered include:

Defining Figital + why Jamie’s passionate about it
Meeting ever-changing customer & member expectations
Keeping up with the times: how banks & credit unions are doing
The role of Digital Innovation
Figital Challenges and how FIs are solving them

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

The Underserved. The Unbanked.

These populations deserve access to the services banks and credit unions provide, and- for our communities to be truly successful- FIs need to step up.

Joining me this week on CRMNEXT’s Banking on Experience is Whitney Anderson-Harrell, Chief Community Development Officer at MSUFCU & President of the Desk Drawer Fund. And she offers a wealth of knowledge on this subject.

Topics we covered include:

Why Whitney is so passionate about this
Defining what is meant by unbanked and underserved
How a CU or bank can incorporate DEI more to ensure they’re developing relationships and serving these communities
What FIs should STOP doing today to better serve the unbanked
How language (and language barriers) fit into this
CSA Programs: helping establish a more stable financial future

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 Portland (among many other noteworthy things) is a major advocate for these young leaders.

And he returns to CRMNEXT’s Banking on Experience this week to offer his expertise on the subject.

Topics we covered include:

Why Michael is so passionate about this
Top 2 steps that CUs (or any FI) can take to make a real impact
Checking your unconscious bias
What to STOP doing in order to assure a successful path forward
The biggest move Michael’s made to drive this change
“Everybody mooooove!” – Clearing the way to let them lead
Who’s rocking DEI: Michael’s top shoutouts

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 how her team functions
Egos: how teamwork kicks those to the curb
Success stories- seeing the results of her leadership style
Top 3 tips to help CUs adopt a cohesive culture

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 the Digital Growth Strategist at Tropical Federal Credit Union, and she’s here to say that anything the big banks can do from a marketing perspective, the Credit Unions can do just as well.

Topics we covered include:

Why she’s so passionate about digital marketing
Why she thinks that GenZ is key to a Credit Union’s marketing strategy
Why AI has been a game changer for her and her team
The most overrated thing in marketing
How technology is driving her digital marketing strategy

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 lends to credibility.
Tips for better prioritization.
Top KPIs marketers should focus on.

Strategies for adopting the “work smarter, not harder” methodology.
Listen to more episodes from Banking on Experience at Apple Podcasts, Spotify, and our website.

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 through digital marketing

Check out these resources we mentioned during the podcast:

Michael’s LinkedIn profile

Crane Credit Union’s website

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 strategies still siloed?

In this episode, I interview Bill Snider. Bill is the Vice President of Digital Strategy at Clearview Federal Credit Union, and he has a lot to say on the podcast about un-siloing digital strategy.

What we talked about:

Understanding the buyer’s journey when it comes to financial products
The need to utilize journey mapping when it comes to building a digital strategy
Establishing better processes as a result of that journey mapping
Enabling technology to solve pain points, not create more problems

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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
The importance of taking pictures
How to bring your full self to work

Check out this resource we mentioned during the podcast:

Alina’s podcast is Act with Alina

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 community bank.

What we talked about:

The origin & evolution of the humanizing movement
Exact specifications for staff personal landing pages
Why humanizing staff digitally has been so excellent for the customer experience
Katie’s unconventional answer to what she would do with a $10K marketing budget

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 of outsourcing predictive analytics
How to take an incremental approach to prediction (and why you should)
The 3 areas financial institutions have been most effective at using predictive analytics
Why ethical data matters more than ever

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 background and career journey
The flaw in data-driven decision-making models
Why success needs both data and people
How relationships feed business success
The limitations of data

Check out these resources we mentioned during the podcast:

Mike’s LinkedIn profile
The CRMNEXT website
Bombora (Intent tool)

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 community presence
The Adventure Gives initiative

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

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 projects
The employee experience, member experience, and compliance triangle

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

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 that embraced digital transformation
Projections for the future of technology in finance

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

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
Stories and examples of a successful omnichannel strategy
The first 2 steps to get in the right omnichannel frame of mind

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

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 accounts with fixed fee collections
People really do have money during COVID
You need to do a cost segregation study if you buy or build commercial property

Check out these resources we mentioned during the podcast:

Mr. Cash Flow’s YouTube Channel
Mr. Cash Flow’s Blog

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

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 teaching and grooming new leaders
Techniques that Christian implements to turn everyone into a manager

Check out these resources we mentioned:

Stop Living on Autopilot by Antonio Neves
The WELL Acronym from Ep. # of Digital Growth

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Stop Living on Autopilot: Take Responsibility for Your Life and Rediscover a Bolder, Happier You

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 invisible market build credit.

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 credit unions outpace the big guys

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

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 pillars that underscore our core promise at CRMNEXT
How to use data organization to drive growth

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

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 managing sales leads
Making CRM part of your core tech stack

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

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, about tying customer experience to employee experience.

What we talked about:

International Day of People with Disabilities
How to get leaders on board with tying CX to employee metrics
CX and MX metrics — what they really are

Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website.

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 about:

The emotional economy
3 things that people want to feel after a banking transaction
Positioning yourself as a trusted advisor in a relationship

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 Portsmouth, New Hampshire join us to offer a brief education on…well…education.

What’s covered?

A controversial question. What’s a commonly held belief that Wendy and Anna mutually disagree with? Listen in to find out.
Why the topic of financial education? For one thing, Anna finds it startling that- according to some recent studies- many Americans don’t even have $400-500 in savings.
First steps. If a CU wants to start educating their members, where do they start? – Wendy says, “Even something as simple as just starting with content” can go a long way.
Source of Inspiration. What gets our experts’ creative juices flowing, in terms of coming up with innovative new ideas (think virtual wine tastings)? In a word: coffee.
Future challenges. What do Anna and Wendy think credit unions should be preparing for?
Prime examples. Listen in for some FIs to follow, as well as a solid list of suggested resources.
Valuable Contact Info. How can you reach out to our guest experts? You’ll find them both on Twitter. Wendy- @wenbryant / Anna- @Annabaskin

When it comes to financial education, as Wendy says, “I think everybody can do even more.” Hear, hear!

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

When the evil corona-villain emerged, Bank and CU Superheroes rallied and rose to the challenge. Nearly 50 such heroes were nominated for CRMNEXT’s Right On The Money 2020 Contest, and we were blown away by the good that’s being done by financial institutions all over America!

This week’s episode of Banking on Experience celebrates our first place, grand prize winner- State Employees Federal Credit Union of New Mexico. We’re honored to welcome their CEO, Harold Dixon, to shed some light on the heroic efforts that won them the title of Right on the Money 2020 Champion.

What’s covered?

Some details about this stand-out financial institution and the journey it’s taken.
How Harold established a “service first” mentality as a core principle within the company’s culture.
How their culture has come to life for Harold’s employees, and what that service-first mentality does for their members.
Harold shares some of the fantastic work that was outlined in their submission for the contest- including the creation of an on-site “school” at every branch.
With “normal” not likely to return any time soon, what other credit unions can do to take a page out of their book.
What the future looks like for Employees FCU, according to Harold.

A huge thank you to State Employees Federal Credit Union, to all of our other spectacular nominees, and to every financial institution that has made- and is continuing to make- a difference in their communities. This was the first annual Right On The Money contest, and we look forward to celebrating even more of you next year.

NOTE: A Right On The Money online community- for banks and credit unions to share ideas and best practices, to hear and be heard- is in the works as well. So, stay tuned! ☺

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

Leadership. The word encompasses a whole lot, but one thing’s for sure: the positive impact good leaders can have on their employees is priceless. And on this week’s episode of Banking On Experience, CRMNEXT’s James Gilbert is joined by one such leader. Katie Nehl- Communications Manager at First Community Credit Union (FCCU) and CUInsights author- offers some valuable insight on the subject.

What’s covered?

Why this topic? As Katie says, “Now more than ever, it really truly is important to implement that framework for making an impact- whether that’s in your home life, in your child’s life before he or she goes back to school, or in your business.”
Some of the biggest challenges Katie feels credit unions are facing right now. For one thing, the work-from-home juggling (and all that that entails) can make things pretty tricky for your FI.
Some examples of what senior leadership at FCCU did so well in terms of leading employees through this challenging chapter. (Hint: open, clear communication is key.)
Katie’s own framework for solid leadership (as laid out in her CUInsight Article) that can make a truly positive impact on employees:
First: Listen. (Key here? Instead of listening to respond, listen to learn.)
Second: Be Real. (An oft-underestimated part of good leadership: the wonderfully contagious effect being willing to laugh at yourself can have on your employees. Humility, folks. It goes a long way.)
Third: Work for a cause, not applause. (Note: some good, personal stories here from host and guest that will definitely get your wheels turning.)
Fourth and Fifth: Remain positive and be thankful. (They go hand-in-hand.)
Katie’s 2 cents on the cost of not actively implementing a framework for impactful leadership. – Suffice it to say, there are many. But particularly relevant is the mental health of your employees, and we’d recommend a listen.

Here’s to you, your employees, and leadership that makes the greatest impact yet!

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

On the rocks with your marketing strategy? Don’t know how or where things went so wrong? Like many relationships, this one might need an overhaul. But you’re in luck! This week on CRMNEXT’s Banking On Experience, President and Founder of TwoScore and marketing expert extraordinaire, Amanda Thomas joins us to share her wisdom on the subject.

What’s covered?

· Why (and why right now) this particular topic was chosen. (Teaser: Amanda shares thoughts re clients who’ve doubled down on marketing efforts during the Pandemic vs. those who haven’t, and the difference is astounding.)

· Some of the challenges Amanda sees affecting marketing- both due to COVID and in general.

· How Amanda suggests building a relationship digitally. (Hint: Keeping the personal part in there has a lot to do with it.)

· Our expert’s take on how credit unions can make sure their marketing teams are driving growth.

· How credit unions can go about marketing to a younger audience (who- let’s be honest- expect a whole lot more than just mobile banking capabilities.)

· What credit unions can do to market to – or keep- their current (often older) members.

· 3 stellar examples from Amanda’s own firm, of credit unions that are rocking their marketing strategies. – From branded beer pong tables and a “Banking for dog people” campaign to a digital online referral engine, there’s some fantastic ideas here.

· If a credit union wants to make marketing more of a focus, where and how they can get started.

· How to reach Amanda. Via her personal email: amanda@twoscore.com. Via her Linkedin profile. Or her Instagram: @AdventuresInHeels.

Marketing bliss is possible. Take a listen to get your FI well on its way there.

You can find this interview, and many more, by subscribing to Banking On Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

Ah, Journey mapping. We’ve been hearing about it since ye olden days of the 1980’s. So, why are so many FIs still struggling to do it effectively?

This week on CRMNEXT’s Banking on Experience, Annette Franz- Founder & CEO of CX Journey Inc., Author, and the queen of journey mapping herself- joins us to lend her royal expertise.

What’s covered?

A controversial question: What is Annette passionately opposed to, that most folks in the CX world are all for? In her words, “When people talk about NPS as the holy grail, it just makes my skin crawl.” But, that’s a conversation for another day. ;)
Some of the challenges Annette believes people have when it comes to building journeys, in general. Yep, it’s hard to know where to begin with this one, and our guest says as much. But she points out some of the biggies. (Spoiler: Knowing why you’re doing it, making sure you are actually doing it, a central focus on customer and budget each make a big appearance here.)
A high-level framework of where people in FIs can start. - Annette shares her 6-step process (which you can also read about in her book, “Customer Understanding: Three ways to put the ‘Customer’ in Customer Experience”) and- trust us- you’ll want to take notes.
Discussion around the necessity to collaborate in all functions of the business, in order to find success with journey mapping.
Why journey mapping is so important for employee happiness as well. Annette shares some specific examples of this, but- even better- she has a book in the works (for 2021) ALL about employees. So, stay tuned on that!
How journey maps and the process of journey mapping has changed during the pandemic, in our expert’s experience.
How to contact Annette:

o Via her website: cx-journey.com

o Via LinkedIn

o Via Twitter (@annettefranz)

o Via Email: annette@cx-journey.com

Happy mapping, one and all!

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

What do an eight-hundred-pound gorilla and a chimpanzee have to do with fostering growth and acquisition in your FI’s Marketing? Glad you asked!

And you’ll certainly want to tune in for the answer this week on CRMNEXT’s Banking On Experience- as a marketing guru, Nicky Senyard of Fintel Connect lends her valuable expertise (and fantastic analogies) on the subject.

What’s covered?

What our guest expert had for breakfast. (Cuz why not?)
Nicky’s defining lines rebrand marketing vs. performance marketing. (Some solid deets for people who think marketing and sales are the same things.)
Some of the biggest problems Nicky sees Financial Institutions facing when it comes to fostering growth and acquisition in Marketing. And why this particular topic is so important right now.
Discussion re the two parts of the funnel: acquisition and retention, as well as the importance of infrastructure and having really good CRM tools. (As Nicky says, “Performance marketing is really good for acquisition. And CRM is really good for retention. But the fact is, like anything, it has to be used well. And you have to choose a good partner.”)
Some solutions Nicky believes are best to tackle the challenges and issues of Marketers at FIs (and elsewhere) are facing. (Hint: The words “homework” and “research” come up here. Gotta’ love some back-to-school basics.)
Asking the “hard questions” to clarify your course of action.
Some of the areas Nicky thinks Financial Institutions should focus on, specifically for growth. (For one thing, Nicky suggests at least 20% of your marketing budget be allocated toward digital.)
The importance of utilizing the massive amounts of data FIs have, including discussion around a single data point- as an example: how our expert suggests an FI might successfully run a digital campaign on birthdays.
Nicky’s take on the traits that lead to the greatest success in growth and acquisition. (Fun fact: This is where the gorilla and the chimpanzee we brought up earlier make their appearance. Intrigued?)
The importance of acting on this now! (As Nicky puts it, “The right time to strike is about three years ago.”)
How to reach out to Nicky: Via her LinkedIn page, or find her on Fintel Connect’s site.

Note: Nicky emphasizes her passion for this work and how she’d love to help you get into a place where you have “a new lease on life and growth.” What a lovely offer!

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker , Buzzsprout and more.

We’re all livin’ on a prayer these days. And those 80’s jams? Yeah, they bring back some memories (or at least some movie-inspired nostalgia for you babies out there.) Regardless, that kind of nostalgia offers an avenue for a whole lot of creative connection with your members. And that’s what this week’s episode of Banking On Experience is all about.

CRMNEXT’s James Gilbert is joined by Cynthia Kolko- writer/PR pro at The Summit Federal Credit Union and author of the CUInsight Article, “Five credit union marketing tips inspired by 80s heavy metal” to discuss member engagement. So, tune in and turn it up.

What’s covered?

· What inspired Cynthia to write the article in the first place. A self-declared “kook,” Cynthia saw this genre (what she calls “grilled cheese,” because it’s cheesy but still has a bit of a “burnt edge” to it) as a creative way to get some ideas out there.

· Some of the challenges credit unions face when trying to connect with their members. (Hint: the words “different” and “memorable” get some serious play here.)

· What CUs and FIs can do to bring some of that nostalgia (80’s and other) back, during these especially challenging times.

· For you Guns N’ Roses fans out there: why they weren’t in her original article. (You’ll have to listen in. ;))

· Some CUs Cynthia thinks are incorporating these marketing strategies really, really well. - The Summit Federal CU, for one. She discusses their sponsoring the Taste of Syracuse Festival- a big gesture to the community. And some other examples (including a mention of CRMNEXT’s current #rightonthemoney2020 campaign…small, shameless plug ;)) come up.

· Cynthia’s advice on how CUs can best gain the trust of younger audiences, in particular. One big point here: credit unions need talk more about themselves! The fact that CUs are not-for-profit is not commonly known, and it needs to be.

· The best way to reach out to Cynthia: ckolko@summitfcu.org.

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

We’re designed to grow.

So, it follows that growth should be encouraged and cultivated among your employees- even if that means they grow right on out of your organization. And this week on CRMNEXT’s Banking On Experience, we’re joined by guest expert Nanci Wilson, to talk all about empathy, the choices we make, and what it really means to help people grow.

What’s Covered?

· How James found Nanci in the first place- via her CUInsight Article “I coughed at the grocery store,” which had him in stitches. 

· How CUs can make sure they don’t impede peoples’ personal decisions (think the great mask debate of 2020) while also making sure their employees are safe and feel safe in that environment.

· How Nanci came up with the CUInsight Article (which inspired this particular podcast episode), “Grow the heck outta here!”

· The Leap of faith that is growing out of one position and into the next, and the importance of gratitude in these scenarios.

· The value of encouraging our employees and taking pride in their development.

· Why Nanci wrote another of her CUInsight Articles, “Sunshine through the walls.” (She shares a personal story here you won’t want to miss.)

· Continued discussion on the credit union theme of “people helping people,” with a more in-depth conversation on the need for people to choose to do that outside of the walls of their FIs.

· Empathy: the “secret sauce” of credit unions…which is not remotely a secret.

· Some more fantastic personal stories from our expert and host, around the importance of empathy and helping people grow. It’s no secret that- at a time like this- these are the stories we need to hear.

· How to reach out to Nanci. Phone: #(701) 757- 3740 or via Email: nanci@universityfcu.net

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more

Digital Disruption. It’s a phrase we hear a lot, and for good reason. And it’s precisely the kind of disruption financial institutions can lead right now. This week on Banking On Experience, CRMNEXT’s James Gilbert is joined by Jim Perry, Senior Strategist at Market Insights, Inc. to discuss this very topic.

What’s covered?

· Why Jim believes this topic is so important right now. It’s not a new topic, but- as he says, “COVID has already liberated a lot of consumers from that transactional dependency on the branch. So that means we have to be talking about this topic.”

· What this buzz phrase, digital disruption really means. Hint: Look at Capital One (disrupted our concept of branch), Robinhood (disrupted investing), Prosper (disrupted lending), and Chime (currently out there disrupting mobile banking as we know it.)

· What digital transformation- another popular buzz phrase- means. As he says, “It’s not just about technology. It’s about culture. It’s about business model. It’s about process…It’s even about your mindset. It really requires dramatic change.”

· What FIs should avoid in this endeavor. Jim’s word of caution? Trying to integrate digital technologies just into the customer facing part of the bank- and not tending to the backend, the employees, and the processes- just slows everything down.

· The How: a framework for where to start. For one thing, look at your branch network, your call center, your back office, your c-suite, your employees. Does everybody understands why you’re trying to do these things?

· What functions of a business- especially at an FI- need to be involved up front, in the strategy. Keep in mind: regardless of the title or function in the organization, you have to have people driving this initiative that are really going to champion the customer. It always comes back to people, people.

· How brand and culture play a role in this digital transformation and disruption. Jim suggests some Qs to ask yourself, and you’ll want to take notes.

· For true digital transformation, the importance of having the right people in the right jobs.

· Some of the biggest challenges financial institutions are facing right now. For one thing, the core system many have had for so long really doesn’t play well with new technology. And, if you don’t tie systems together and keep up as a FI, a FinTech company will swoop in and do it for you.

· What Jim thinks relevant data is. Fundamentally- he says- it’s data about the customer or member and their specific journey with your FI.

Let’s talk communication.

Text, email, call, video-chat, carrier pigeon…There’s no shortage of ways to communicate with your customers and members. But, riddle me this: Just why is it so important for FIs to utilize multi-channel communication? Here to answer that very question on CRMNEXT’s Banking On Experience is guest-expert Charlie Peterson of Allied Solutions.

What’s covered?

A discussion around some of the articles Charlie has written for CUInsight, particularly the one titled “How and where to communicate and engage members.” (If you haven’t read it, we highly suggest you do!)
Charlie’s opinion on why omnichannel communication is especially important right now. (Hint: Times they are a’changin, and it’s keep up or miss out!)
What Charlie calls “the most powerful communication method there is.”
How text has changed since the “new normal” of working from home started.
Some of the biggest mistakes people make in communication. (One of them is what Charlie calls “future casting,” and- if you do too much of it- you’re not going to stay relevant.)
Charlie’s advice to FIs who are not currently using data to track communication preference. And to those that are, how they can more effectively use it. (Some fantastic info here, including what Bank of America and US Bank are doing right in this department.)
An example of a company Charlie believes is excellent at utilizing multi-channel communication. This one might surprise you: It’s Dominos. Take a listen to find out why.
The best way to reach out to Charlie. Text his cell (which he is happy to give out.) #(206)399-9332 or email him at : Charlie.peterson@alliedsolutions.net.

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker , Buzzsprout and more.

Let’s talk about language skills- more specifically, how diversifying yours can create some serious growth in your organization and in your community. This week on Banking On Experience, CRMNEXT’s James Gilbert is joined by guest expert, Luis A. Valdez-Jimenez who offers some stellar perspective on the subject.

What’s covered:

· Why diversify? For one thing, as Luis says, “Languages can help any organization convert the language barrier into a competitive advantage.”

· The travesty that is underbanked minority populations in your community, and the amount of business lost due to the inability to communicate.

· The ways in which banks and CUs need to adapt in order to tap into this market.

· What it means for Credit Unions to make good on their commitment to community…a whole community.

· What financial institutions can do to train their current employees, as well as find new talent that are multi-lingual.

· How the “new normal” has created a need for even more emphasis on multi-lingual options at Banks and Credit Unions.

· Technological options and their supplemental role vs. an actual human being who can speak the language.

· Several ways people can leverage their language skills and communication, from a functional standpoint in business.

· How a Credit Union can decide if this needs to be an initiative, some examples of companies that are doing this really well (Bank of America, for one), and precisely how they’ve gone about making successful changes.

· In a CU that really incorporates language diversification changes: how it shifts the way community sees them as a cultural fit.

· The ways in which your company can help to serve the diversity problem our country is currently struggling with so much.

· How you can reach Luis- as he’d love to get feedback and help your organization try to implement these goals and tap into these amazing benefits.

o Via his website: www.languageventuresinc.com

o Instagram: @language_ventures

o Email: speakboldly@languageventuresinc.com

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

Working from home? Yeah, us too. And among the many challenges around our “new normal” comes the question of how Financial Institutions can give employees new meaning and improve morale in this WFH environment. But you’re in luck! This week on Banking On Experience, CRMNEXT’s James Gilbert is joined by Jill Nowacki, President/CEO of Humanidei + O’Rourke, Author at CUInsight, and an expert on this very subject.

What’s covered?

· High-level summary of/ discussion around Jill’s CUInsight Articles: “Most of your employees are not okay” and “Caregiving and COVID: Are women going to lose professional gains?”

· The unique challenges CU and Bank Employees face in a WFH environment- financially AND emotionally.

· Some of Jill’s top suggestions for what FIs can do right now to show some love and empathy in our current situation. (For one thing, engaging in those 1:1 conversations more regularly goes a long way.)

· Specific examples of companies that are doing this really well (and often in unexpected ways).

· What NOT to do when it comes to engaging with your WFH employees right now.

· Some of the biggest changes Jill has seen over these past months, and the impact those changes have had on employees.

· Jill’s top 3 takeaways for things that can be done to give employees an outlet and a sense of meaning during this WFH time of life. (She offers a seriously stellar framework here, and- trust us- you’ll want to take notes!)

· The best way to reach out to Jill? Via email: jill@humanidei.com and via her website: Humanedei.com.

Here’s to you- and all of us- fighting the good fight from our kitchen-table “offices.”

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

Is your sales approach earning you a throat punch? Don’t pitch slap people! On this week’s episode of Banking On Experience, CRMNEXT’s James Gilbert sits down with Amy Downs- CEO of Allegiance Credit Union, Keynote Speaker, and Author to discuss the dos and don’ts of sales pitches.

What’s covered?

· The story behind her CUInsight Article, entitled “Can I throat punch you?” (Trust us. If you haven’t read it, you should.)

· How sales pitches have evolved during the pandemic and the direction they should be heading.

· Amy’s expert advice on the real way to get sales: taking time to build relationships.

· What it really means to connect and to provide value.

· What Credit Unions can do to be more personal and to make sure relationships are being built. (Hint: calm down, care and connect.)

· Amy’s examples of companies that are doing it right.

· The value of studying organizations before going straight to the c-level (an old-school approach that might not be to your advantage.)

· And the best way to reach out to Amy? Go to Amazon and buy her book, “Hope Is a Verb” (about how she survived the Oklahoma City bombing), and then reach out to her.

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

Hope Is a Verb: My Journey of Impossible Transformation

Life is change, but oh the evolving we’ve been doing this year! – And the member experience is no exception. On this week’s episode of Banking on Experience, CRMNEXT’s James Gilbert is joined by Britney Bailey of EXCEL Federal Credit Union to discuss in depth just how the member experience has changed and how she anticipates it will continue to change.

What’s covered?

Britney’s expert opinion on what she sees as some of the missing links for building good customer and member experience.
Membership potential (As Britney says, they are, after all the ones “driving the ship.”)
The necessity for CUs to shift their mentality to doing things in a more digital fashion- especially in today’s world.
The importance of having a person behind every interaction- with the goal of creating remarkable experiences (that people literally will go out and remark about!)
How to help your credit union do an amazing job when it comes to evolving member experience. (2 big parts of this? Playing to both sides of the house- the older, established relationships and the newer, digital-first generation. AND the importance of using the right systems and the right technology.)
How to leverage and have FUN with data in order to deepen relationships. And how credit unions can make the member experience more fun in general.
A few things Britney thinks will be pivotal to the future of the member experience: Innovation, Flexibility, and Communication.
A business that has made Britney feel like family (i.e. the credit union’s ultimate goal). In this case, that honor goes to loft.com, and you’ll want to hear why.

Change is inevitable. Make sure that- when it comes to the member experience at your financial institution- it’s a change for the better.

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

Diversity. Equality. Inclusion. It’s stand-up, speak-out, real-talk time. And on this week’s episode of Banking On Experience, Michael Murdoch of Wauna CU joins CRMNEXT’s James Gilbert to share how Credit Unions can help bring diversity to life.

What’s covered?

· Michael talks about partnering with a local chapter to put on a special 3-part Pride Event in Oregon, designed to promote DEI, to keep a conversation going, to raise money for the Q Center, and ultimately to provide a voice for young professionals in the CU community.

· The need for Credit Unions to take a stance on diversity issues- particularly if they want to reach a younger audience (Gen Z, Gen Y, even millennials).

· Michael’s take on why this subject is so important. (“We’re talking about the human species…Every single person is a person that wants to be loved and heard.”)

· The history of inclusivity (hint: It’s not a new thing) and the struggle in today’s society to be open to the idea of adapting.

· The top 3 challenges Michael believes CUs and other organizations have around the topic of diversity.

· The question: Is DEI a compliance-based numbers game to your CU? Or is it a culture change that engages and includes everyone in order to attain equity, equality, and justice?

· Which are you? Reactive or Proactive, when it comes to these issues.

· What Michael believes Credit Unions can DO to be more inclusive, and HOW they can go about doing it.

· Some examples of Financial Institutions and other organizations that Michael and James believe are doing this really well. (Big shout out to PointWest CU in Portland, First Tech Federal Credit Union, and Gong…Listen in to hear why.)

· Social Media silence on a lot of these issues vs. engaging in the conversation.

· Some of the ways Michael suggests people can make this fun!

· Want to reach out to Michael? You can email him at Michael.murdoch@waunascu.org.

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

Most of us could text in our sleep (and sometimes do), so- when it comes to communication preferences for your Credit Union’s members- offering and promoting the text option should be a no-brainer. Brittany Farb Gruber- Head of Marketing at Eltropy joins CRMNEXT’s James Gilbert to discuss this uber-relevant topic on this week’s episode of Banking On Experience.

What’s covered?

What we’ve seen in the world of text for CUs since people have started working from home, why Brittany believes the pandemic has propelled us in a direction we were already headed, and how being “kings and queens of multi-tasking” plays into the equation.
Why text? Specific, solid reasons why Brittany thinks text is key in CUs.
What Credit Unions can do to make it easier- specifically for older audiences- to use text as a primary communication method. (Big emphasis on safety & security here.)
How Brittany sees younger audiences (herself included) using text in these business relationships, and why it’s not just “nice” but essential to attracting these younger members.
Some of the major challenges Credit Unions face re texting, as well as our expert’s advice on how to address them.
Creative ideas and Personal Experiences (from both Brittany and James) around making the text option more than just convenient and fun. As Brittany says, “It’s such a small investment toward life-long memberships.”

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

Most of us could text in our sleep (and sometimes do), so- when it comes to communication preferences for your Credit Union’s members- offering and promoting the text option should be a no-brainer. Brittany Farb Gruber- Head of Marketing at Eltropy joins CRMNEXT’s James Gilbert to discuss this uber-relevant topic on this week’s episode of Banking On Experience.

What’s covered?

What we’ve seen in the world of text for CUs since people have started working from home, why Brittany believes the pandemic has propelled us in a direction we were already headed, and how being “kings and queens of multi-tasking” plays into the equation.
Why text? Specific, solid reasons why Brittany thinks text is key in CUs.
What Credit Unions can do to make it easier- specifically for older audiences- to use text as a primary communication method. (Big emphasis on safety & security here.)
How Brittany sees younger audiences (herself included) using text in these business relationships, and why it’s not just “nice” but essential to attract these younger members.
Some of the major challenges Credit Unions face re texting, as well as our expert’s advice on how to address them.
Creative ideas and Personal Experiences (from both Brittany and James) around making the text option more than just convenient and fun. As Brittany says, “It’s such a small investment toward life-long memberships.”

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

Lorraine Ranalli is an author of 3 books, a consultant, and a regular writer on CUInsight. She gives us her take on how credit unions can bring their purpose and promise to life. How CU's can help the members feel the impact they are having on the economy. Lorraine and James talk about the secret sauce behind being a credit union and how it should be leveraged to promote the CU more.

Want a winning Data Strategy you can bank on? Listen in as Joey Rudissil- CIO at Central Willamette CU- shares his expertise with CRMNEXT’s James Gilbert on this week’s episode of Banking On Experience.

What’s covered?

The role Joey believes data plays in Credit Unions, as well as businesses in general- and why it’s important.
Some of the biggest challenges he sees CUs face in trying to get alignment and get to the point where data can be a centralized focus point?
Small spoiler: Processes play a big part. As Joey says, “So much of really using data is about the processes that create it in the first place…You have to refine your processes so that the data going in is consistent and in line with what you’re trying to achieve with your business.”
Insights into some of the specifics of Joey’s successful formula for a winning data strategy.
Hint: The term “data dictionary” comes into play here.
What Joey believes CUs can do to better empower the core system and help the data flow.
How he suggests we separate the useless data from the really important stuff.
And should we hang on to ALL of that collected data? Joey shares his opinion on that as well.
Some ways Joey is seeing Credit Unions use data to improve the member experience overall. (I mean, that IS what CUs are notorious for trying to do, after all.)
A business that has been one of the primary providers in the data strategy there at Central Willamette, and precisely how that business has made Joey feel like family.

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

One of the world's leading digital marketing authors, speakers and advisors for financial brands, James Robert Lay, outlines the strategic manifesto banks and credit unions need to transform and survive in the digital age.

Josh Fryday, Chief Service Officer for the State of California gives us his insights on how to create the type of culture that empowers people to volunteer and serve their communities.

Nate Brown who leads the CX accelerator community and is well known in the CX world along with James Gilbert from CRMNEXT talk about building a culture of experience from within.

Starting with employees
Building from the top-down
cohesive collaboration between marketing and CX teams

Come learn more about CRMNEXT: www.crmnext.com/us

Grace Vandercruze discusses her assent in financial services despite the barriers she faced as an African-American woman in a largely male-dominated field. Her teamwork, networking, drive, and intelligence helped her overcome both the challenges she faced professionally and in her many mountain climbing treks including to the top of Mount Kilimanjaro.

What they’ll cover:

“Smacked”- a book about Eilene’s personal experience dealing the with the impact of addiction after discovering the secret life that led to her now late ex-husband’s death.
What it was that helped her make the brave decision to go public with her story.
What jobs Eilene believes make people more vulnerable to addiction issues. And yes, financial service jobs are high on the list.
What signs you should be aware of to help spot issues amongst coworkers or employees, as well as what steps to take if you do suspect addiction is a problem for one of them.
How Eilene believes the pandemic is affecting those currently struggling with addiction issues.

Come learn more from CRMNEXT: www.crmnext.com

Credit unions can help the next generation become more financially savvy, and can garner new GenZ members along the way!

The founder of Zogo Finance, a gamified financial education app that pays users to learn, explains how.

Jerry Leisure from Officium Labs and Joe Salesky, CEO of CRMNEXT bring unique perspectives of the gaming world and financial services world.

Experience for gamers and members of a credit union or bank is unique and require attention to detail
living the micro-journeys of experience first-hand
How the gaming world is really paving the path for the future of work

Come see more here: https://www.crmnext.com/us/blog/banking-on-relationships/

What you’ll hear:

The top 3 on Denis’ checklist for effective CRM- Planning, engaging employees, and having a good analytics foundation take center stage here.
What Denis considers most relevant when it comes to effective CRM right now. One-word teaser: platform.
Additional facts that banks and credit unions should consider when choosing a CRM for banking.
What led him to be one of the first to identify SaaS as a disruptive innovation, and not just another software delivery model.
Some of his predictions for where he thinks things are headed in the world of CRM. Note: Denis is known in the industry for his unique ability to make accurate predictions, so we suggest you listen up!
A bit about Denis’ book, The Age of Sustainability- a fascinating peek into how he applies his experience with CRM to climate change.
What he believes is the best way to earn customer loyalty, drawing from yet another of his books: You Can’t Buy Customer Loyalty, But You Can Earn It.
A few companies that have made Denis feel more like family than a customer: Costco, Amica Insurance, and The Hartford (business insurance).

When it comes to CRM for financial services, we’ve got your checklist right here.

What’s covered?

Tansley’s responsibilities as Chief People & Strategy Officer: organizational strategy, people (HR), and marketing/brand.
How her many, varied roles throughout the years are helping her in her current one. (Teaser: the story of her career involves what she calls “the shwoop.”)
All about Canvas CU’s unique tagline: “BS-free: the way it should be.” (Not what you think it is.)
The top 3 priorities she keeps in mind in her role. (You’ll hear “service, listening, and engagement through story-telling” come up a lot here.)
Some of the greatest challenges she believes Credit Unions and other Financial Institutions are facing today, and some solutions she recommends- one specifically addressing the omni-channel experience.
A company that’s made her feel like family: Peloton.
Why she’s been described as “a dynamic force of nature, fiercely crusading on behalf of all credit unions,” and where her drive comes from

More can be found on CRMNEXT's website here: www.crmnext.com/blog or our youtube channel: https://www.youtube.com/user/crmnext1

Steve is the CIO of Dupaco Community Credit Union. Steve and Joe talk about utilizing member journeys and the member experience to help bring others in the door. Steve talks in-depth about how to maintain business continuity and stay ahead.

So, what can you expect to hear from our master of CX, Jeannie Walters?

What led her to want to improve CX at organizations all over the globe. For Jeannie, it was- and is- all about “advocating for customers.”
The process she undertakes to help organizations improve their CX. Hint: It starts with taking a good look at what the real goal is.
Insight into her still-popular 2012 TEDx talk on micro-moments: those “small moments that are often neglected,” but offer huge opportunities for financial service providers to- well- provide in the best possible way.
How to implement consistent, high-level customer or member experience at your bank and credit union. Jeannie touches on unique challenges facing the financial industry and encourages innovation, “regardless of regulations.” (Little tip: Don’t ever use the phrase, “That’s just the way it’s always been done,” around her. She might just flip over a table.)
Insider stories about Customer or Member Experience failures, and lessons learned from them.
Actionable things banks and CUs can do today to ensure they’re really delivering the best customer experience possible.

Alex Jimenez and Joe Salesky talk about managing the data of customers, the use of notebooks and the inability to manage that across systems for sharing.

Dan Lobl contributed to the visual effects on several Star Wars films, including the original and prequel trilogies, The Force Awakens, The Last Jedi, and Solo.

Dan and Marla discuss lessons to be learned from one of the most successful film merchandising franchises in history, as well as his own personal journey with the brand. From the path that landed him in his current role and what he believes are the secrets behind Star Wars’ success (hint: you’ll hear the words “hope” and “inclusivity”), to how one goes about sustaining the tremendous customer obsession between releases and over the course of four-plus decades—this conversation’s packed

World renowned author, Chris Skinner gives his opinion on what going digital really means for financial institutions.

Hint: Those that are doing it properly “don’t treat digital as a project; they treat is as a cultural transformation of a company.”

His predictions on how the current pandemic will kick-start the digitization of banks and CUs into hyper-drive.
Projects in the plans for 24-36 months out are now being green-lit within days. Truly digital means far faster.
His thoughts on the balance between digital and human when it comes to customer relationship management in banks and credit unions.

Available on the CRMNEXT website as well: https://www.crmnext.com/us/blog/will-banks-rush-to-digitization-post-pandemic/

Delivering on a promise during a pandemic can be hard. It can be even more challenging to deliver one that they never forget. Amanda Grolemund and Jeff Cain talk about how the shift in our marketing must change to ensure long-term stability for you and them.

Available on the CRMNEXT website as well: https://www.crmnext.com/us/blog/delivering-on-brand-promise-in-trying-times/

This week’s Episode of Banking on Experience is all about the future of work and the change of customer expectations. And who better to delve into this realm than CRMNEXT’s CEO Joe Saleski and his honored guest: award-winning marketing executive, Peter Weingard.

Find content that is unique to financial services and CRM on the CRMNEXT website. We are always looking to create value for banks and credit unions who are looking for a banking CRM. This podcast is found here too: https://www.crmnext.com/us/blog/the-future-of-work-changes-in-customer-

expectations/ Come see the video version of the episode here: https://www.crmnext.com/us/blog/banking-on-relationships/

Come learn how Thomas Engdahl from Vidillion is handling the pandemic as a leading CEO for Tech companies in the Bay area.

Find these episodes and more on the CRMNEXT website: https://www.crmnext.com/us/blog/tips-from-a-tech-ceo-and-serial-entrepreneur/

Moving away from banking for a second as we all are looking for answers. Come hear straight from Dr. Aroesty. He tells us what to pay attention to and more.

Come see other episodes on the CRMNEXT website along with other content related to CRM banking: https://www.crmnext.com/us/blog/lasting-impact-of-covid-19-on-medicine/

Come hear from industry experts in financial services. We'll have guests who talk about growing during a pandemic, how to drive growth in general, simplifying work like case management, and creating experiences that will never be forgotten.

See it on our website too: https://www.crmnext.com/us/blog/banking-on-experience/