In the realm of strategic planning, branding, and marketing for financial institutions, there exists a continuous tension between using pure logic and rationale versus tapping into feelings, emotions, and intuition. Leaders and marketing professionals often struggle with balancing these approaches, resulting in a disconnect within their strategic efforts. To address these issues, the episode provides actionable advice and insights. James Robert Lay and Allison Netzer, chief strategist at...

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

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

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

Financial brands often focus on digital transformation and new technologies to drive growth, but they miss a critical piece: human transformation. Without aligning their teams and culture to embrace change, even the best technology won’t unlock new opportunities. Sticking to old habits while trying to implement new technologies creates roadblocks, misaligned efforts, and frustrating customer experiences. If nothing changes internally, no amount of digital investment will drive the desired...

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

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

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

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

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

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

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

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

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

In this episode of the Practical Perspectives series we share how a regional bank’s 67% abandonment rate on personal loans translates into a staggering loss of $100 million annually in interest income. The situation is further amplified by the fact that the brand is investing in paid advertisements to drive traffic to these pages, and only 25% of users are even attempting the application process.  Join us as we discuss how small, incremental optimizations (like a mere 5% increase in...

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

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

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

Many financial brand leaders are unsure where to begin when it comes to secret shopping their website and often feel intimidated by the process—if they even know what website secret shopping is. That’s why on this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata break down everything you need to know about website secret shopping.  These studies offer a structured, 30-day approach that identifies blind spots and provides actionable insights to optimize...

Financial institutions often struggle to manage and appropriately respond to online feedback, especially negative reviews, risking the loss of potential loyal customers. Statistics reveal that a single negative review can severely damage a brand’s reputation, requiring up to 40 positive experiences to counteract it.  In this episode of the Banking on Digital Growth podcast, Audrey Cannata and James Robert Lay discuss the critical role of listening and responding to customer feedback for...

Many financial brands may not realize that their websites could be their biggest sales blind spots due to lack of proper evaluation. Without secret shopping, banks and credit unions may not identify critical issues that could be causing them to lose out on potential loans and deposits. This episode of the Practical Perspectives series advocates for external, objective website secret shopping studies as a means to uncover and address these blind spots. These studies offer financial brands the...

In a rapidly changing world driven by exponential technological advancements like AI, many leaders, teams, and organizations struggle to keep pace. This creates a widening gap between linear human perception and the exponential nature of change, leading to feelings of fear, stagnation, and a lack of growth. Many financial brand leaders, especially in the marketing sector, are losing their jobs or feeling displaced due to unforeseen changes in their industry. Jim Marous, CEO of the Digital...

It’s not surprising that a significant portion of Americans are struggling with their finances, with many living paycheck to paycheck. Even those working within financial institutions are not immune to these issues. This episode of the Exponential Insights series offers a practical and straightforward solution to this widespread problem. Guest Gordon Stein introduces the concept of "Cashflow Cookbook," a book filled with 60 easy-to-follow recipes for freeing up cash without sacrificing...

As financial brand leaders navigate the complexities of a post-COVID world, the economic shifts, and the rise of artificial intelligence, feelings of exhaustion and burnout are rampant. Leaders and team members alike are struggling to stay engaged and find fulfillment in their roles. The pervasive cultural norm of complaining about work and separating personal and professional lives further aggravates the issue, leading to an overwhelming sense of frustration and resistance to change. This...