📊 CX measurement is not empirical. 01:12
⚖️ The balance of ascertaining customer sentiment: benefits of higher CX level. 03:04
👍 FIs growing proficiency: good self-service beats great personal service every time. 04:46
🤝 Innovation attracts younger generations: CX will not improve without employee education.06:54
💡 Ideas worth exploring: a CX Focus Group, Tech Wolves, OmniChannel. 07:37
✅ Question of the overall impression before any specific question. 10:43
📈 CX concept is like holding a hand full of jello, but improvement dramatically increases viability in the coming years. 11:59

Links:
▶️ Previous episode: https://www.idg.podcastsmatter.com/episodes/29-it-s-conference-season-get-educated
📰 The article "Banks With Strong Digital CX Generate More Profits Than Peers": https://thefinancialbrand.com/news/digital-transformation-banking/financial-institution-digital-transformation-readiness-trends-120890/
📧 Email David: [email protected] 
🎯 Connect with David: www.linkedin.com/in/dlpspeaks 
✅ Learn more about David: www.davidpeterson.com
👨🏻‍💼 Consult with David: www.i7strategies.com
⛵ Sail with David:  www.i7sailing.com 

🤝 A conference is a gathering of people with a common reason for meeting at a centralized location. 02:17
🕴️ Have virtual meetings stopped us from having important “chance meetings?”04:50
👔 Suggestions for sending directors to meet up. 05:24
💲 Access to the vendors is much more than tchotchkes and prize drawings. 08:07
💼 Send at least one person to your state organization or regional Association conference. 09:00
🎓 Give students and future leaders all the experience and elements of business they need. 09:30
🧑‍🎓 Summer Conference of FNBB - some bankers started as youth 25 years ago. Now they are leaders. 11:00
🧑‍💼 Let employees research and present educational goals and conferences they want to attend. 12:29

Links:

🎧 Previous episode: www.idg.podcastsmatter.com/episodes/28-education-is-fundamental-but-don-t-leave-out-the-fun 

 📩 Email David: [email protected]   
🎯 Connect with David: www.linkedin.com/in/dlpspeaks 

 ✌️ Learn more about David: www.davidpeterson.com 

 👨‍💼 Consult with David: www.i7strategies.com 

 ⛵ Sail with David: www.i7sailing.com 

😒 Presentations in the financial services industry are just kind of - boring. 01:41
👍 Spice up the class - "Four horsemen educating" - fun and high quality. 02:42
💲 When teaching in person, use dollar bills from your pocket. 05:21
🤡 Self-deprecating humor makes the whole mood lighter. 06:37
😹 Humor often comes in 3 parts where the last one doesn't fit in. 07:27
✅ Irony works. 08:26
👨‍🏫 The presentation should have more engaging content, especially for younger generations. 09:31
🖱️ Company Lemonade LXP provides engaging education to frontline staff that empowers them to be better sales advocates for banking services. 10:36
🎮 Gamification is huge in meeting your internal education goals. 11:43

Links

▶️ Previous episode: https://m8r.io/IDG-ep27 

🎮 Lemonade LXP: www.lemonadelxp.com 

📧 Email David: [email protected]   

🎯 Connect with David: www.linkedin.com/in/dlpspeaks   

✅ Learn more about David: www.davidpeterson.com  

👨🏻‍💼 Consult with David: www.i7strategies.com 

⛵ Sail with David: www.i7sailing.com

🚜 All bank loans are secured by some kind of collateral, and it’s usually equipment. 00:47
🧠 Banks run on a different type of “machinery” - the human capital also needs maintenance. 02:16
👨‍💻 Job-specific education and certifications: look at each employee and determine what training and/or certifications may be appropriate. 03:39
💼 General/industry education: ICBA annual conference in San Antonio was educational “maintenance” for David Peterson. 06:15
📱 Product/service knowledge that enables better customer service. 08:25
⚡ The power of having an education component on the annual review: budget employees can spend on wished courses or education. 09:56

Links

📩 Email David: [email protected] 

🤝 Connect with David: www.linkedin.com/in/dlpspeaks  

🙂 Learn more about David: www.davidpeterson.com 

👨‍💼 Consult with David: www.i7strategies.com 

🕵️‍♂️ Always be looking for places where you can learn about what's going on in your business. 00:57
😷 The customer can be adequately served while working remotely: COVID pandemic forced financial institutions to shut down all of their branches. 01:14
😕 Intangible skills sometimes make employees excellent candidates: the workforce is unprepared for changes in the future. 02:27
☀️ Moving from transactions to engagement: having younger employees, having engagement activities. 04:24
✨ Get the right people on your team: people who possess humility, hunger, and smarts. 06:00
🏦 Worked in a daycare facility but was hired in a bank? 08:30
👉 Enthusiasm cannot be taught, but it can be caught: retaining a millennial in the workforce. 09:36
💎 What makes younger millennials and Gen Z's think so differently: a few tips to Baby Boomers. 11:27
🙌 Tips to Gen X’ers leaders: how do you feel about tattoos? 13:05
😎 Key Advice To Millennials / Gen Zs: the label on your generation. 13:46
▶️ We all can learn from each other but it will take a few years, so let’s start right away. 16:21

Links

👆 Article 1: www.tinyurl.com/IDG-26-article

2️⃣ Article 2: https://tinyurl.com/IDG-article2

🖼️ Graphic1: https://prnt.sc/BszawrIjv1HG

✌️ Graphic 2: https://prnt.sc/HyMvPamcbD3x

🧠 X=Y thinking: https://davidpeterson.com/millennials-yx-thinking/
📩 Email David: [email protected]

🤝 Connect with David: www.linkedin.com/in/dlpspeaks 

🙂 Learn more about David: www.davidpeterson.com

👨‍💼 Consult with David: www.i7strategies.com

🤔 How important is your virtual business or branch? 00:53
📊 Dilemma in the business: Decreased branch activity or rise in online activity. 02:19
🌟 When your system shows what I’m talking about over and again: online customers represent significant cost savings. 04:11
📈 But people still use physical branches: how to get an accurate picture of activity breakdown and revenues? 05:39
👉 Overstating the profitability of all your physical branches: Defining your virtual organization's revenue is crucial. 07:27

Links

🎧 Part 1 episode: https://m8r.io/IDG-Virtual-Branch

📩  Email David: [email protected]

 🤝Connect with David: www.linkedin.com/in/dlpspeaks 

🙂 Learn more about David: www.davidpeterson.com

👨‍💼 Consult with David: www.i7strategies.com

🏦 Most financial institutions don't actually track the virtual branch in the same way as the physical branch. 00:50
💸 Why do some banks see only expenses in virtual branches and profit in physical branches? 02:04
😵‍💫 Why investing in virtual branches is very difficult for the C-Suite: risk and ROI. 3:21
🤕 Determining the overall profitability of a virtual branch and getting accounting systems in alignment is not easy. 05:20

Link

Connect with David: www.linkedin.com/in/dlpspeaks 

😤 Thinking about banking as a dry-cleaner shop: no one complains about fees at the dry-cleaners. 01:13
🔔 Bankers failed to show the value of the services they provide to customers. 2:50
🆓 Banking services and word free were used together for years. 3:47
🎯 How do you drive the story of value to your customers? 05:46
Link
Connect with David: www.linkedin.com/in/dlpspeaks

👉 David became a Chief Innovation Officer of FNBB: he started with 10 innovation workshops. 00:48
🧑‍💻 Change in demographics: millennials and Gen Z's have unique banking needs. 01:49
🧐 What are the benefits of innovation? 02:38
🤩 6 reasons you should innovate. 3:07
⚡ New business potential energy in the company. 03:12
📈 Innovation will enable the growth of your business. 04:00
💪 Innovation will make your company more efficient. 04:53
🌟 Innovation will help you create an innovative brand. 05:24
💲 Innovation will help your company in attracting more customers. 06:01
👔 Innovation will help your company in attracting a better workforce. 06:42
🧠 Think about the challenges organizations might face in the coming years. 07:29

Connect with David: www.linkedin.com/in/dlpspeaks

Link to mentioned article: https://www.entrepreneurshipinabox.com/8479/6-reasons-you-should-invest-in-innovation/

👉 Impact of cognitive biases on decision-making. 01:01 
✌️ Cognitive biases help us with Information overload, otherwise, it would be impossible to function. 04:07
🧐 The numbing effect of routine or the curse of knowledge. 05:51
👨‍✈️ The more experienced you are, the more you're likely to be on autopilot.
2️⃣ Two types of cognitive biases: information processing and emotional. 09:17
🤓 A three-step process to get debiased. 11:53
😎 Things you say can trigger you and show you are actually working on a bias. 13:22 
🤔 How to overcome and deal with specific bises? 15:54
✳️ Confirmation bias. 17:01
😉 Conformity bias. 19:00
👂 Ambiguity bias: "The best decision you can make is the right decision. The next best decision is the wrong decision. And the worst decision is no decision." 22:39
🐟 "The opposite of courage is not cowardice, it's conformity. Even a dead fish can go with the flow." 27:14
🌞 Lateral thinking, innovative thinking, tools, and methods to overcome biases. 28:19
🙃 The reverse brainstorming frees all ideas out. 32:24

👀The article mentioned: www.boardofinnovation.com/blog/16-cognitive-biases-that-kill-innovative-thinking
🎩 Six Thinking Hats: https://www.mindtools.com/pages/article/newTED_07.htm
⌨️ Steve Ballmer on iPhone: www.youtube.com/watch?v=eywi0h_Y5_U 

🔗Connect with David:
💥 [email protected]
🗣️ www.facebook.com/DPSpeaks
📖 David’s book Grounded - www.davidpeterson.com/book/grounded