Many financial brands struggle to adapt to the rapidly changing landscape of digital banking, often feeling overwhelmed and uncertain about how to maintain growth and customer engagement in the face of continuous technological and market changes. Financial brand leaders frequently express feelings of exhaustion, confusion, and indecision when trying to navigate these changes. They're overwhelmed by the need to create digital customer experiences, map out complex buying journeys, and implement...

Are you aware of the number of loans and deposits you're losing due to blind spots in your bank's or credit union's onboarding experience? According to the Digital Banking Report, 46% of newly opened accounts go inactive within the first year.  To put it differently, almost one out of every two accounts your financial brand opens has the potential to go inactive in the first 12 months. Think about these questions: How much might these onboarding blind spots be costing you right now? More...

What is the most important technology for financial brand leaders to master in the age of AI? While many immediately think of AI as the crucial technology, James Robert suggests that the most vital technology is actually the one between our ears – our minds. Jennifer Beeston, the number one VA mortgage lender in America and author of "Brain Hacked: How Big Tech Trains Your Brain to Spend, How You Can Fight Back," joins the show to discuss the significance of mental mastery. Jennifer, who has...

In the latest episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata highlight the often unseen complexities of opening new deposit accounts at financial institutions. They reveal how a cumbersome user experience can overwhelm and even frustrate customers, leading to lost opportunities for banks and credit unions. Through recent secret shopping studies, common patterns emerged showing that many institutions unintentionally add cognitive load—making the process more...

In this episode of "Banking on Digital Growth," hosts James Robert Lay and Audrey Cannata share insights from the book "The Mountain is You." They discuss self-limiting beliefs and self-sabotage, emphasizing how these can impede both personal and professional progress. Audrey shares her immediate connection with the book and discusses self-sabotage as a coping mechanism that prevents success. Both Audrey and James Robert  discuss their shared journeys with abstaining from alcohol for 100...

Despite the rise of digital-first and digital-only banking tools, there remains a strong desire for personal interaction in banking. Many people still prefer human interactions because they inherently trust people more than automated systems. In this episode, James Robert shares a live, real-time example of a failed attempt to connect quickly with a person at Frost Bank, showing that despite claims of easy access to human support, actual customer experiences often fall short.Join us as we...

A significant issue facing financial brands is the overwhelming number of choices and decisions account holders and prospective account holders face daily. This cognitive load can lead to a poor shopping experience on financial websites, resulting in the loss of millions in loans and deposits. Jon MacDonald, founder and CEO The Good, and author of Behind the Click, suggests financial brands engage in proactive communication and undergo user testing to understand customer needs truly. Jon...

Many financial institutions experience limited conversions when running paid traffic to their campaign landing pages. They invest significant ad dollars but fail to capture and convert leads effectively, leading to wasted resources and missed opportunities for loans and deposits. To overcome these obstacles, financial institutions should enhance trust by providing clear information about their identity and reliability, display rate information transparently to align with consumer...

Over 80% of financial brands lack a clear digital growth strategy, leading to confusion and misalignment among marketing, sales, and leadership teams. This results in organizations getting stuck in cycles of chaos and conflict, unable to effectively address core fears related to change and growth. The absence of a well-defined digital strategy exacerbates common fears such as fear of the unknown, fear of change, fear of failure, and even fear of success. Join James Robert Lay and Audrey...

Many financial brand leaders often find themselves questioning their role and value within their organization amidst periods of significant change and transformation. This self-doubt is commonly driven by imposter syndrome and a fear that the value they create may not be recognized or needed by their team or organization. By fostering adaptability and resilience, leaders can transform their self-limiting beliefs, embrace discomfort, and ultimately drive themselves and their organizations...

In this episode of the Digital Growth Journeys series, Rob Hoyle, Chief Information Officer at Vantage West Credit Union, shares the story behind HUSTL, a new digital brand specifically designed for freelancers and small business owners. With features like custom project folders, seamless expense tracking, and dedicated customer support, HUSTL helps these entrepreneurs manage their finances more efficiently. The service extends beyond digital capabilities by engaging with the community...

Internal misalignment could be costing your bank or credit union millions of dollars. Many financial brands, while confident about their service and experience, may actually be failing to align their internal messaging and strategies. In this episode of the Practical Perspectives series, we’ll discuss a real-world example  of a financial institution struggling with inconsistencies in their product positioning, resulting in missed opportunities and customer confusion.  We’ll share the...

Despite having access to financial education, the mass majority of people still experience financial stress and anxiety, while struggling with the emotional and behavioral aspects of money management. This financial insecurity is exacerbated by comparison culture and the constant move of goalposts, leading to a sense of inadequacy and perpetual dissatisfaction. Even high-achieving individuals fall into the trap of not recognizing their progress and feeling stuck. Misconceptions about...

Financial brands often struggle with unseen gaps in their marketing and sales systems, leading to lost loans and deposits. Understanding the "what" and "why" behind consumer behavior is critical, but many financial institutions lack clarity and actionable insights. In this episode of the Exponential Insights series, Carlo Cardili, COO at Alpha Rank, and James Robert Lay discuss a strategic approach to overcoming these challenges by leveraging both big data (what people are doing) and thick...

The commonly held belief that financial well-being is the starting point for achieving overall life satisfaction is misguided. Despite the increased focus on financial literacy and education, financial stress and anxiety are at an all-time high, with many people failing to achieve true financial stability. The path to true financial well-being begins with mastering one's physical and mental health. Through personal stories and philosophical insights, James Robert Lay and Audrey Cannata...

This panel discussion at the CuneXus Symposium addresses key challenges faced by credit unions, such as achieving positive loan growth, fostering loyalty, differentiating lending products, enhancing member experiences, preventing fraud in digital account openings, managing liquidity, expanding digital presence, and adapting to post-COVID member expectations. Join us as we discuss: -Audience Engagement and Mindset Shifts (05:12) -Navigating Digital Transformation (09:58) -Opportunities...

Discover why EQ plus AQ surpasses IQ and how emotional intelligence can drive your financial brand's growth, just as it has for iconic brands like John Deere since the late 1800s. In this episode of the Practical Perspective series, we will revisit the basics of sowing seeds of trust and nurturing human relationships, essential for guiding both your organization and account holders through complex times. Additionally, we'll explore the science-backed power of positivity, introducing a simple...

AI is creating a lot of buzz across industries, but where are we in the AI hype cycle? Uncertainty about AI’s place in the cycle confuses financial leaders about future growth. These negative emotions are enhanced by the godown curves of the hype cycles and the natural human resistance to change, resulting in burnout and stagnation. Leaders can effectively navigate transformation journeys by understanding models like the AI hype cycle and change management frameworks. This podcast discusses...

Emotional and psychological barriers like fear, imposter syndrome, and perfectionism can severely limit leaders' effectiveness. Leaders often avoid directly dealing with these barriers due to fear of failure, fear of success, or a deep-seated sense of inadequacy. Additionally, there's a widespread reluctance to have honest conversations about these issues, both at work and in personal contexts, leading to a lack of genuine connection and understanding. Mike Kelly, President & CEO of...

In an industry where transformational change is necessary for organizations to thrive, leaders often find it challenging to effectively communicate and implement the insights and ideas they gain from conferences and events. This difficulty is fueled by the inherent fear of change and the complexity of translating newfound knowledge into actionable steps for their teams.By employing the "Exponential Ideas Framework" and creating a community for continuous learning and accountability, leaders...

Many leaders struggle to build cohesive, motivated, and resilient teams that drive growth and effectively handle the complexities of today’s rapidly changing workplace. Employees often experience disengagement and burnout, leading managers to incorrectly assume that they need to reduce pressure and expectations, which can further demotivate teams. Disengagement and lack of trust within teams can erode productivity and morale. Without a clear mission and effective communication, teams fail to...

The hype around artificial intelligence (AI) has reached a fever pitch, especially in the financial industry. With AI being a hot topic at conferences and among financial brand leaders, there is a growing concern about distinguishing between hype and actual, practical applications. In this episode of the Practical Perspectives series, a panel of experts share their insights and recommendations on how financial brand leaders can integrate AI with human expertise to lead to better...

There’s a pressing need for financial brands to maintain individuality while navigating the digital journey and customer experience. To address these challenges, organizations need to utilize behavioral economics to craft meaningful customer experiences and adopt a 'yes and' mindset to move from product-based sales to a more human-centric approach. In this episode of the Digital Growth Journeys series, Josh Cook, CEO of Community Choice Credit Union, shares several unconventional strategies...

Change can be daunting. In the age of AI, the rapid pace of technological advancements can feel overwhelming, especially for marketing and sales leaders in financial brands. The challenge lies in understanding how to effectively use AI to unlock new growth opportunities while navigating the complexities and uncertainties that come with these changes. The fear of the unknown, coupled with the pressure to stay competitive, can create significant stress for leaders. Many struggle to see beyond...

Many individuals and organizations struggle with adaptability and transformation, hindering their growth and success.  In this episode of the Banking on Change series, James Robert Lay and Audrey Cannata discuss the challenges of stepping out of comfort zones, the pitfalls of self-limiting beliefs, and the difficulties involved in personal transformation.  This episode provides strategies for overcoming these obstacles, such as embracing the Minimum Viable Product approach for rapid learning...