In this episode of the Believe in Banking podcast, Gina Bleedorn and Juliet D’Ambrosio explore defining forces for banking in 2026: focus, precision, and execution. Drawing on Adrenaline’s industry research, client conversations, and market activity, they discuss how banks and credit unions are navigating increased M&A momentum, rising customer expectations, and growing pressure to deliver ROI across brand, branch, and customer experience. Their conversation explores why branches provide value for digitally native generations like Gen Z, how brand strategy provides the foundation for success, and the risk in M&A of treating integration as an afterthought. From consolidation and branch optimization to personalization and AI, Gina and Juliet share practical insights on essential strategies and investments to build relevance, resilience, and long-term value for banking and credit unions in 2026.

This podcast is hosted by ZenCast.fm

In this special year-end episode of the Believe in Banking podcast, Gina Bleedorn and Juliet D’Ambrosio spotlight standout insights from financial services leaders navigating real change across the banking industry. These conversations with guests throughout 2025 cover everything from the forces accelerating M&A and the realities of scale, to the role of brand, community, and connection in branch banking. Listeners will hear firsthand how focused data, organizational values, and local relevance continue to influence decisions around banking experiences – and why the physical branch remains essential today, even in a digital-first world. The excerpts reflect a range of perspectives on what’s working, what’s evolving, and what still matters most in financial services – especially at the local level. Together, these voices offer a thoughtful look at where banking is headed and what it takes to lead with purpose and principle in a time of change.

This podcast is hosted by ZenCast.fm

In this episode of the Believe in Banking podcast, Gina Bleedorn and Juliet D’Ambrosio welcome Sherry Bear, Chief Administrative Officer at Civic Federal Credit Union, for an inspiring behind-the-scenes conversation about leading meaningful change by leaning on organizational values. Sherry shares how Civic’s core principles – people-first, planet always, and prosperity for all – guided every decision in their branch-building process, from rethinking formats and refining operations to investing in talent and using sustainable materials. Their discussion highlights how Civic turns purpose into practice by connecting their values to real decisions that strengthen the member experience and the communities they serve. It’s a clear-eyed look at how a credit union can define the branch of tomorrow while establishing a working model for growth.

This podcast is hosted by ZenCast.fm

In this episode of the Believe in Banking podcast, Gina Bleedorn and Juliet D’Ambrosio explore how customer experience in branch banking continues to drive trust and loyalty. Drawing from Adrenaline’s latest report – Closing Customer Experience Gaps in Branch Banking – they reveal what’s working, what’s missing, and how human connection remains essential in financial services, especially in an era when so many of people’s other everyday interactions are digital. Armed with new research and insights from 50 real-world mystery shops at banks and credit unions of all sizes and geographies, they discuss strategic yet practical ways that financial institutions can leverage intentional design and a clear North Star vision to transform experiences for the future of branch banking. From trust and retention to design and digital integration, Gina and Juliet show how human connection fuels profitability, and what banks and credit unions can do now to turn experience gaps into growth opportunities.

This podcast is hosted by ZenCast.fm

In this episode of the Believe in Banking podcast, Gina Bleedorn and Juliet D’Ambrosio sit down with Nick Mentel, Managing Director of Insights & Analytics at Adrenaline, for an in-depth conversation about the role of analytics in developing growth strategies for financial institutions. With nearly two decades of experience, Nick brings his sharp insights into how data informs decisions on where, when, and how to invest in branch networks. Together they discuss the power of the network effect, the enduring value of perceived presence, and how financial institutions can balance operational efficiency with smart expansion. Nick shares practical examples of how banks and credit unions can optimize their branch networks for growth while keeping pace with shifting customer expectations and fintech competition – proving why strategic branch banking continues to be one of the most powerful drivers of long-term success.

This podcast is hosted by ZenCast.fm

In this episode of the Believe in Banking podcast, Gina and Juliet explore the growing role of lines of business in banking. From small business to wealth management, they discuss how financial institutions are expanding services and deepening relationships in ways that connect across generations. Their conversation highlights why branches remain powerful centers for advisory opportunities and relationship building, and how local presence gives banks and credit unions an edge in today’s competitive market. With line of business opportunities personalized for customers, they examine how financial institutions can bring these customized services to life at the branch. Lastly, they discuss shifting generational expectations, the importance of values alignment, and the branch’s role in creating trusted relationships that last. Collectively, these insights spotlight essential strategies banks and credit unions can use to compete and grow.

This podcast is hosted by ZenCast.fm

In this episode of the Believe in Banking podcast, Gina Bleedorn and Juliet D’Ambrosio welcome on Courtney Coss, Chief Retail Officer at the Credit Union of Texas (CUTX), for an insightful conversation on building culture and community through innovative, future-focused retail delivery. Drawing on her 25-year journey from teller to top leadership, Courtney shares how CUTX has transformed their branch network – from ITM-only drive-ups to community spaces and coffee shops to dog parks – all grounded in their core mission of people helping people. Their dynamic discussion explores CUTX’s bold branching strategy, commitment to underserved markets, focus on the future through youth engagement, and authentic approach to culture-building that fosters employee engagement and meaningful member connections. It’s a masterclass on leading with purpose and passion and how to evolve the branch for a new era.

This podcast is hosted by ZenCast.fm

In this episode of the Believe in Banking podcast, Gina and Juliet explore what innovation really means in financial services today. While often equated with technology, innovation in banking is more about impact – solving problems creatively, modernizing the member or customer experience, and building stronger community connections. Their conversation highlights standout examples of innovation in action, including Valley Bank’s eye-catching flagship branch in Manhattan that uses digital signage brought to life with GenAI and Civic Credit Union’s rapid branch expansion of flexible, community-focused locations across North Carolina. They also address the shift from omnichannel interaction toward optichannel engagement, innovative staffing strategies to support human-centered delivery, and the thoughtful adoption of AI in banking. Altogether, these efforts illustrate how forward-thinking institutions are leveraging innovation for purposeful progress, not just technological transformation.

This podcast is hosted by ZenCast.fm

In this special guest episode of the Believe in Banking podcast, Gina and Juliet welcome Jeffrey Martinez, Executive Vice President and Head of Branch Banking at PNC. In their illuminating conversation, Jeffrey shares the story behind PNC’s $1.5 billion investment in their branch network and how the bank’s continuing commitment to the branch is fueling even more customer connection and institutional growth. From his early banking roots to overseeing 2,200 physical and 22 mobile branches, Jeffrey outlines both the bank’s and his personal principles behind creating consistent, high-performing, and meaningful branch experiences and the internal staffing strategies that power them. He describes how his passion for purpose-driven leadership – shaped by both his military service and his start as a teller – drives his approach to activating 15,000+ employees in service to customers and their life’s goals. Finally, Jeffrey offers inspiration for banks of all sizes, emphasizing the importance of operational excellence, strategic clarity, and a relentless focus on delivering human-centered experiences that move people forward financially.

This podcast is hosted by ZenCast.fm

In Part 2 of their special guest episode of the Believe in Banking podcast, Gina and Juliet welcome back Yvonne Garand, Chief Brand and Marketing Officer and Jevonne McLaughlin, Vice President of Brand Marketing, from EastRise Credit Union. In their conversation, Yvonne and Jevonne describe the rebranding process following the merger between New England Federal Credit Union and Vermont State Employees Credit Union. They discuss the process of selecting a new name and the formation of the brand identity for the organization, and how data was key to their decision making and consensus building. Fundamentally, they credit the successful transition to EastRise to their strong commitment to reflecting the values of the merged organization. And finally, Yvonne and Jevonne discuss the evolution of the credit union’s culture and reflect on managing change across the organization – a journey grounded in time, trust, and transparency.

This podcast is hosted by ZenCast.fm