After having such a good conversation the first time around, I have my wife, Delena Lay back on the show to flip the script.

She’s asking me about the trends, lessons, and patterns I’ve seen in finance over the past 20 years; and, ultimately, how my stories can help your brand.

Join us as we discuss:

• James Robert’s younger years & what’s going well in 2022

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

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

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Companies subject their customers to unthinkable indignities every day.

It’s time to inject more humanity into our interactions with our customers.

It’s time to imbue our interactions with more emotional resonance.

It’s time to improve the customer experience.

That’s why I’m talking to Jon Picoult, Founder & Principal at Watermark Consulting. He literally wrote the book on it — From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans.

In this episode, we delve into the nitty gritty of acing the customer experience.

Join us as we discuss:

• The difference between customer service and customer experience

Check out these resources we mentioned during the podcast:

• JonPicoult.com

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

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

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Future growth begins with new ideas.

It begins with taking new insights and turning them into transformational action.

Another word for it: Innovation.

That’s something my guest, Andrew Witherbee, CEO at Engage Partners Group, has been talking about a lot recently—specifically in relation to how financial brands and fintechs can find more innovative ways of working together.

In this episode, he tells me what’s new in that world.

Join us as we discuss:

• Top trends in fintech and financial brand partnerships

Check out these resources we mentioned during the podcast:

• Humanocracy

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

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

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Core vendor contracts commonly contain exclusivity clauses that actually prevent banks from growing.

That fact shocked today’s returning guest, Jeffery Kendall, Chairman & CEO at Nymbus, when he first found out.

So, he took to LinkedIn to write an article entitled, “It’s Time for Core Vendors to Ditch Exclusivity Clauses.” In this episode, he explains why he wrote it and why vendors need to embrace a true partnership mindset.

Join us as we discuss:

- His motivation for writing the article

- The difference between partner and vendor

- The importance of holding yourself accountable

- Actionable advice for improving partnerships

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

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

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Feelings and emotions don’t usually have a place in financial services.

But people often buy and make decisions with their heart.

Our guest today is Doug Brown, President of NCR Digital Banking, a proud father, and an avid researcher into the habits of the Millennial and Gen Z demographics, and what they demand from their financial institutions.

Join us as we discuss:

- NCR’s extensive research into how younger consumers feel about their banking options

- Millennials love exploring the newest, coolest things in fintech

- Understanding the deeper wellness aspects of financial transactions

- Having a digital-first mindset across every channel

Doug’s team is using technology to solve people’s pain points and make moving money simpler.

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

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

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Most customer experiences in financial services are ordinary. They’re boring.

That means all you have to do to stand out in our industry is create experiences that are a little bit better than ordinary.

But why stop there? Why not make them remarkable?

On the show today, Dan Gingiss, Chief Experience Officer at The Experience Maker, explains the nuts and bolts of his WISE framework for creating remarkable experiences that your customers can’t wait to share.

Join us as we discuss:

- What inspired him to write the book

- Why he believes traditional marketing is no longer enough

- The WISE methodology for creating better experiences

- The 10-day CX challenge

Mentioned during the podcast:

- ImproveMyCX.com

- Email Dan: [email protected]

- Tweet at Dan: @DGingiss

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

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

Hosted by Ausha. See ausha.co/privacy-policy for more information.

A lot of financial brands don’t take on certain risks for fear of diminished return. But that might not be the best perspective — sometimes risk makes sense when becoming obsolete is the alternative.

To learn more about the necessity of risk within financial institutions, I talk with Joel Swanson, Chief Member Experience Officer at VyStar Credit Union, about playing the long game with the member experience, partnering with fintech, and advice for the audience.

Join us as we discuss:

- The conversations around digital 4 years ago at Vystar & what’s changed since then

- How the member experience has changed most through a digital-first lens

- How purpose has guided thinking around digital strategy & fintech partnerships

- Overcoming roadblocks within your organization when leading change & hope for the future

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

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

Hosted by Ausha. See ausha.co/privacy-policy for more information.

A customer’s tolerance for waiting when it comes to their finances is low — the best way to mitigate any unneeded wait time? — proactive appointment setting by employees.

Not only does it lead to higher conversions, but lifetime value.

To learn more about how exactly companies are integrating appointment culture, I talk with Nicholas Barnes, Practice Director, Financial Services at JRNI, about the employee experience and just how important it is to get comfortable with video conferencing.

Join us as we discuss:

- Focusing on the employee experience to create an overall positive internal & external experience

- The elements that make up a strong appointment culture & video’s place within it

- The biggest areas of opportunity for financial brands moving into the future

- Roadblocks that tend to occur when integrating an appointment culture

Check out this resource mentioned in the episode:

- www.jrni.com

You can find this interview and many more by subscribing to Banking on Digital Growth onApple Podcasts , onSpotify , orhere.

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

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Many companies spend so much time and money bringing in new customers, but overlook how quickly they’re losing them. And the reason? They’ve lost the human touch in favor of automation.

I speak with Joey Coleman, Chief Experience Composer at Design Symphony, about retaining your customers and where businesses go wrong.

Join us as we discuss:

- The inspiration behind Joey’s first book

- Taking a human to human approach to growth

- The difference between customer experience & customer service

- How to never lose a customer again

- The next best step for the audience

Check out these resources mentioned during the episode:

- Never Lose a Customer Again by Joey Coleman

- Joeycoleman.com

- Experiencethisshow.com

You can find this interview and many more by subscribing to Banking on Digital Growth onApple Podcasts , onSpotify , orhere.

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

Hosted by Ausha. See ausha.co/privacy-policy for more information.

Sometimes you just need to hear the brutal truth to motivate you to take action and achieve your full potential.

Twenty years ago, my guest delivered a brutal truth that launched my journey of creating the Digital Growth Institute. My wife, Delena Dow Lay, told me my band sucked.

In this special episode, we look back at the beginnings of the Digital Growth Institute and the lessons we’ve learned along the way. Whether you’re in marketing, sales, or leadership at a fintech, Delena has wisdom to share with us all.

Join us as we discuss:

- The value of being honest with ourselves and experiencing failure

- Why it’s so important to reach out for help when you get stuck

- The need to disconnect from tech to reconnect with ourselves

- The origin of “Be well. Do good. And make your bed.”

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

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

Hosted by Ausha. See ausha.co/privacy-policy for more information.