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.