Banking on Disruption

Unlock the secrets of AI innovation and reshape your understanding of the future! Join us as we dissect the groundbreaking advancements shared at Dreamforce in San Francisco and MACON in Cleveland. We cover pivotal insights from industry leaders like Salesforce CEO Mark Benioff and delve into the transformative potential of Agentforce. Explore the excitement and hurdles surrounding custom language models and learn about the game-changing launch of O1 Preview. Eric shares his practical experiences using AI tools at MACON, stressing the growing relevance of personalized AI applications across different domains.

Experience the vibrant atmosphere of Dreamforce through our reflections. Josh offers a unique take on building connections and navigating the event, highlighting the impact of unforgettable moments like the Pink concert while also candidly discussing the challenges of end-of-week fatigue and the mixed realities of San Francisco. We dissect the core messages around Agentforce and its potential impact on employment within the Salesforce ecosystem, touching on the importance of clean data and the rising interest in Data Cloud among attendees.

Finally, we dive into the intricacies of Salesforce's reasoning engine, Atlas, comparing it with OpenAI's Strawberry technology. We ponder Salesforce's strategic choices and speculate on how Atlas might reduce AI hallucinations, potentially revolutionizing AI's interaction with data. Reflecting on the overall value of conference interactions, we emphasize the irreplaceable human connections fostered at these events. Expect insights on AI's future, the evolving relationship between humans and machines in professional settings, and the importance of quality outreach strategies tailored to the new AI-driven landscape.

(13:26) Insights on Dreamforce Experience

(23:40) Unveiling Salesforce's Reasoning Engine

(36:49) Dreamforce Experience and San Francisco's Challenges

(51:24) Unplanned Client Interactions at Dreamforce

(01:04:13) Learning to Communicate With AI

(01:08:08) Debating the Future of AI

(01:19:41) Bankers Discussing Future Conferences

Unlock the future of digital adoption with our latest episode of Banking on Disruption! This week, we sit down with Jeff Mayhugh, a renowned expert in learning and development, to uncover how AI and Digital Adoption Platforms (DAPs) are revolutionizing software training and user efficiency. Discover how WalkMe's AI-driven smart tips enhance data input quality on platforms like Salesforce, helping new employees navigate complex systems seamlessly. Jeff shares invaluable insights on the limitations of traditional training methods and the game-changing potential of targeted AI implementations in modernizing workforce development.

Then, we tackle the practical challenges of integrating digital guidance tools within desktop applications and explore how WalkMe stands out compared to native solutions like Salesforce Flow. From desktop-level instructions to AI-enhanced data validation, learn how these tools are elevating data governance and process compliance. We also discuss the organizational journey of implementing WalkMe, the critical role of internal champions, and the transformative impact on employee productivity and software adoption.

Finally, join our lively roundtable as we debate the latest tech announcements, including Apple's iPhone 16 and its implications for data security. We also dive into Google's innovative beta that turns complex papers into podcast conversations, and share our excitement for upcoming conferences like Macon and Dreamforce. Wrapping up, we delve into the ethical and legal dimensions of AI in content creation and copyright law, ensuring you're well-equipped to navigate this evolving landscape. Don’t miss out on these compelling discussions that promise to reshape your approach to digital adoption and employee training!

Can AI truly revolutionize the way banks and credit unions operate? Join us as we sit down with Ben Udall, a leader in digital transformation at Lake Ridge Bank, to unpack the incredible potential of generative AI in the banking sector. Ben shares his incredible journey leading the charge in modernizing Lake Ridge Bank’s operations using cutting-edge AI tools. Learn how even smaller institutions can harness the power of AI to drive efficiency and make banking more accessible than ever before.

We don't just skim the surface—this episode is a masterclass in practical AI applications. Discover how generative AI can streamline card services, enhance training materials, and even compare various AI writing tools. We break down how bankers can leverage these technologies to become more efficient without needing to be AI experts themselves. Ben provides actionable insights and real-world examples that highlight the balance between human oversight and AI capabilities, especially when navigating compliance and regulatory challenges.

Finally, we tackle the critical issues surrounding AI adoption, from privacy concerns to the fear of job displacement. We also delve into the future of AI in banking, exploring its potential impact on job security and organizational productivity. With thoughtful discussions on maintaining authenticity in AI-driven communications and the evolving relationship between humans and machines, this episode is essential listening for anyone interested in the future of banking technology.

Tune in to hear Jay Cuthrell, founding partner of Cuthrell Consulting, reveal how simplicity and user-centric design can make or break tech tools. Jay recounts his transformative journey from Acadia to VCE, backed by industry titans like VMware, Cisco, and EMC, and the breakthrough pre-engineered solutions that made IT infrastructure more manageable for large enterprises. Learn how these innovations laid the groundwork for the scalable and deterministic approaches essential for today's tech landscape.

We delve into the importance of innovation centers and the "ruthless removal of annoyance" (RROA) concept in refining customer experiences, especially in fintech. Discover how product-led growth and seamless digital interfaces are revolutionizing personal banking and fintech, transforming first-time banking relationships through actionable data insights.

Peek into the future as we explore emerging technologies poised to impact the banking industry over the next five years. From the convergence of data analytics and AI to the pressing issues of privacy and regulatory measures, Jay shares his thoughts on what lies ahead.

Later in Quick Takes, we discuss the latest announcements from Apple's WWDC. And our experience with the Rabbit R1, weighing it's potential against the challenges of early adoption.

This episode promises a thought-provoking discussion on the intersection of fintech, user experience, and cutting-edge technology. Don't miss out!

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(12:24 - 13:36) Product Led Growth and Customer Interactions

(18:37 - 19:53) Enhancing UI for Financial Planning

(22:36 - 23:21) Financial Literacy and Technology Evolution

(31:27 - 32:18) Cybersecurity Concerns in Apple's Ecosystem

(39:27 - 39:54) Powerful Kaizen and 5Y Techniques

(44:11 - 45:36) Apple Ecosystem Integration and Limitations

(52:33 - 53:59) Exciting Developments from WWDC

(55:27 - 56:32) Tech Industry Innovation and Disappointment

(01:05:09 - 01:06:05) Using Rabbit R1 for Uber and Tethering

Hear our first impressions of ChatGPT 4o, as Fred, Josh, and Eric share our initial experience of the latest GPT evolution. We unravel the latest features of GPT-4o, from its voice interaction that's set to redefine customer service to its nuanced emotional intelligence that picks up on mood through facial recognition and voice inflection. But we don't stop at the features; we delve into the serious business of AI incident protocols, comparing them to bank robbery responses—because with great power comes great responsibility, especially in financial institutions.

We reflect on Apple's announcement they are embedding Chat GPT on the iPhone - Goodbye Siri? And we also we ponder the implications for tech juggernauts like Amazon and Google. Their strategic moves—or lack thereof—could shuffle the competitive deck in the voice interaction landscape.

Finally, as we eagerly gear up for the Financial Brand Forum, we share some of the sessions we are most looking forward to: SEO in banking, customer experience strategies, and the ethical maze of AI in financial services.

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(06:52 - 08:11) Impressions of GPT 4o Conversational Model

(22:09 - 23:23) Subscription Model for Language Models

(27:02 - 28:23) Google Ad Placement

(38:11 - 39:22) Effective Hiring Manager Interview Techniques

(42:23 - 43:25) Understanding the Honest Interviewee

(46:45 - 48:14) Excitement for Financial Brand Forum

(53:52 - 56:02) CX and AI Sessions

(59:18 - 59:40) What does AI have to do with your Robbery Incident Response Protocol?

Navigate the ever-shifting sands of banking interest rates & AI's transformative power with Eric McCoy, our expert guest who blends deep banking executive experience with extensive digital consulting chops. This episode explores what banks should do in light of continued higher than expected inflation. We're not just crunching numbers, however, we're also dissecting the role of AI in enhancing efficiency, loan closing times, and ever-important customer satisfaction metrics.

Discover how AI is already streamlining knowledge access, improving risk assessments, and shaping the future of customer experiences. And we're not just talking about a distant future; the groundwork for sophisticated AI applications is being laid today, with banks leveraging data to automate complex tasks and decisions.

After the interview, in our quick takes segment we discuss other ways banks are using AI, such as human resources. We discuss the importance of fostering a culture of AI adoption, empowering naturally curious employees, and the integration of AI into everyday tools. We also share our reflections on last week's Salesforce New York World Tour.

Tune in for an enlightening session that will leave you pondering the future of banking and AI.

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(19:54 - 21:19) Opportunities in Mortgage Refinancing

(24:52 - 26:00) AI in Banking Industry

(29:07 - 30:04) Banks Navigating AI and Regulations

(31:41 - 33:00) Data Control and AI Frameworks

(50:08 - 51:50) AI Utilization in Human Resources

(01:04:56 - 01:06:26) Exploring AI Implementation Challenges

(01:10:57 - 01:12:48) Innovative Use of Digital Twins

(01:16:23 - 01:19:31) AI Policy Consistency and Implementation

(01:22:30 - 01:24:01) Anticipating the Rabbit R1's Teach Mode Release Update

Unlock the secrets to becoming a standout Salesforce admin as we sit down with Jodi Hrbek, best-selling author of "Rock Your Role as a Salesforce Admin". Prepare to navigate the complexities faced by Salesforce admins with confidence, as Jodi sheds light on the "Salesforce admin conundrum," providing actionable tools and techniques that prevent burnout. From asking the right questions to crafting top-notch solutions, this episode is your guide to not just surviving, but thriving in the tech landscape.

Our conversation is a treasure trove of practical measures, including ticketing systems, deployment schedules, and the clever "estimate equation" for handling unexpected tasks. By implementing these strategies, Salesforce admins can master the art of setting boundaries, prioritizing tasks, and communicating effectively—ensuring they deliver exceptional service without the risk of overwhelm.

The role of a Salesforce admin is ever-evolving, and this episode doesn't shy away from addressing the technical and specialized skills now required. As we chart the Salesforce platform's growing complexity and the birth of specialized roles, Jodi provides insights into how admins can adapt and excel in this changing landscape. She also imparts wisdom on tackling technical debt and enhancing user adoption, with a focus on maintaining a clean Salesforce infrastructure for seamless integration of AI and new technologies. Join us for an episode brimming with wisdom for Salesforce admins ready to level up their careers and make an impact.

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(11:38) Strategies for Calming Chaos in Salesforce

(24:25) The Evolving Roles of Salesforce Admins

(29:34) Admin Challenges in Regulated Industries

(34:59) Tech Debt and User Adoption Challenges

Unlock the secrets of sales enablement for banks & credit unions as Kerry Ryan from Seismic joins the podcast for an enlightening conversation that promises to transform your client engagement strategies. Discover how the seamless marriage of marketing and sales, empowered by Seismic's innovative technology, equips bankers with the tools needed for dynamic, personalized interactions. Kerry, with her profound experience at Salesforce and within the Financial Services industry, imparts her wisdom on how sales enablement is integral to adapting to changing client expectations and the strategic landscape of financial services.

Afterwards, in our Quick Takes segment join Eric, Josh, & I as we dissect the role of AI in revolutionizing the banking industry. Delve into the nuances of leveraging AI responsibly amidst the challenges of personal data protection and inherent biases, while also celebrating its potential to enhance the synergy between technological precision and human expertise. We tackle the implications of AI's data consumption and learning limitations, offering a thought-provoking perspective on how this technology impacts everything from marketing strategies to historical preservation.

Listen in as we kick off with a provocative conversation on LinkedIn's unexpected foray into gaming—what does this mean for professional networking and could it reshape company culture? Then, we tackle Ben McCarthy's insightful article on the shifting Salesforce job market. As layoffs sweep through the industry, we reflect on the increasing need for specialization and the importance of realistic salary expectations.

From there we scrutinize the burgeoning buy now, pay later trend, dissecting its potential to disrupt traditional lending practices. We even ponder the future of AI, comparing leading models like ChatGPT and Perplexity AI, and highlighting their citation features and how various Generative AI platforms stack up. We also ponder the influence of AI on our daily workflows and innovative realm of wearable AI technology.

(14:11) Shift in Salesforce Job Market

(27:14) Skills and Strategies for Career Success

(33:16) Buy Now, Pay Later Impact

(43:34) Exploring Perplexity AI Tool Subscriptions

(53:56) Advanced AI Wearable Technology Discussion

(01:02:57) Discussion on Technology Costs and Upcoming Conferences

Join is as we explore the multifaceted world of Salesforce & Mulesoft implementations with the invaluable insights of my good friend and former colleague, Mark Baker. With a remarkable 16-year track record in the Salesforce ecosystem, Mark sheds light on the strategies that can pivot challenging projects to success. Listen in as he discusses the crucial role of effective discovery and the importance of early issue identification to keep your projects in the 'green'. We also delve into his journey from Model Metrics to his current focus on MuleSoft at Salesforce, underlining the critical role of data integration in technological triumphs.

Shifting gears, the conversation then turns to the universal principles of effective implementation across industries. I highlight the indispensable need for organizations to have a thorough understanding of their own processes and rules before embarking on new strategic partnerships. Emotional intelligence emerges as a cornerstone for fostering fruitful relationships, while mutual accountability and forward-thinking project management are touted as disciplines necessary to keep business objectives on track. Discover the power of oppositional kung fu, competent data handling, and the collaborative approach to steering clear of project pitfalls.

After the interview in our Quick Takes segment, we discuss the recent social media platform outages, emphasizing the need for a robust disaster recovery plan, and probe the compliance conundrums faced by financial institutions in the age of AI. Plus, I offer a rallying cry for professionals to embrace AI for career longevity and share a slice of insight into the transformative power of AI on content creation.

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(04:33) - Effective Technology Implementation Strategies

(14:29) - Discussion on Effective Project Implementation

(29:13) - Improving Business Success Through Data Management

(34:11) - Integration Strategy in the AI World

(39:11) - Navigating Salesforce Integration and Career Development

(49:26) - Social Media Disaster Recovery Planning

(56:49) - Compliance and Business Risks With AI

(01:05:04) - Discussion on Software Updates and Plugins

(01:08:08) - AI and Leadership in Technology

(01:17:46) - Embracing AI for Career Advancement

(01:28:58) - AI Podcast and Content Creation Insights