Leadership. The word encompasses a whole lot, but one thing’s for sure: the positive impact good leaders can have on their employees is priceless. And on this week’s episode of Banking On Experience, CRMNEXT ’s James Gilbert is joined by one such leader. Katie Nehl - Communications Manager at First Community Credit Union (FCCU) and CUInsights author- offers some valuable insight on the subject. What’s covered? Why this topic? As Katie says, “Now more than ever, it really truly is important to im...
Nov 22, 2020•37 min•Season 1Ep. 36
On the rocks with your marketing strategy? Don’t know how or where things went so wrong? Like many relationships, this one might need an overhaul. But you’re in luck! This week on CRMNEXT ’s Banking On Experience, President and Founder of TwoScore and marketing expert extraordinaire, Amanda Thomas joins us to share her wisdom on the subject. What’s covered? · Why (and why right now ) this particular topic was chosen. (Teaser: Amanda shares thoughts re clients who’ve doubled down on marketing eff...
Nov 15, 2020•32 min•Season 1Ep. 35
Ah, Journey mapping. We’ve been hearing about it since ye olden days of the 1980’s. So, why are so many FIs still struggling to do it effectively? This week on CRMNEXT’s Banking on Experience, Annette Franz - Founder & CEO of CX Journey Inc ., Author, and the queen of journey mapping herself- joins us to lend her royal expertise. What’s covered? A controversial question: What is Annette passionately opposed to, that most folks in the CX world are all for? In her words, “When people talk abou...
Nov 08, 2020•21 min•Season 1Ep. 34
What do an eight-hundred-pound gorilla and a chimpanzee have to do with fostering growth and acquisition in your FI’s Marketing? Glad you asked! And you’ll certainly want to tune in for the answer this week on CRMNEXT’s Banking On Experience- as a marketing guru, Nicky Senyard of Fintel Connect lends her valuable expertise (and fantastic analogies) on the subject. What’s covered? What our guest expert had for breakfast. (Cuz why not?) Nicky’s defining lines rebrand marketing vs. performance mark...
Nov 01, 2020•26 min•Season 1Ep. 33
We’re all livin’ on a prayer these days. And those 80’s jams? Yeah, they bring back some memories (or at least some movie-inspired nostalgia for you babies out there.) Regardless, that kind of nostalgia offers an avenue for a whole lot of creative connection with your members. And that’s what this week’s episode of Banking On Experience is all about. CRMNEXT’s James Gilbert is joined by Cynthia Kolko - writer/PR pro at The Summit Federal Credit Union and author of the CUInsight Article , “Five c...
Oct 25, 2020•25 min•Season 1Ep. 32
We’re designed to grow. So, it follows that growth should be encouraged and cultivated among your employees- even if that means they grow right on out of your organization. And this week on CRMNEXT ’s Banking On Experience, we’re joined by guest expert Nanci Wilson , to talk all about empathy, the choices we make, and what it really means to help people grow. What’s Covered? · How James found Nanci in the first place- via her CUInsight Article “ I coughed at the grocery store ,” which had him in...
Oct 18, 2020•21 min•Season 1Ep. 31
Digital Disruption. It’s a phrase we hear a lot, and for good reason. And it’s precisely the kind of disruption financial institutions can lead right now. This week on Banking On Experience, CRMNEXT ’s James Gilbert is joined by Jim Perry , Senior Strategist at Market Insights, Inc. to discuss this very topic. What’s covered? · Why Jim believes this topic is so important right now. It’s not a new topic, but- as he says, “COVID has already liberated a lot of consumers from that transactional depe...
Oct 12, 2020•30 min•Season 1Ep. 30
Let’s talk communication. Text, email, call, video-chat, carrier pigeon…There’s no shortage of ways to communicate with your customers and members. But, riddle me this: Just why is it so important for FIs to utilize multi-channel communication? Here to answer that very question on CRMNEXT’s Banking On Experience is guest-expert Charlie Peterson of Allied Solutions. What’s covered? A discussion around some of the articles Charlie has written for CUInsight, particularly the one titled “How and whe...
Oct 05, 2020•27 min•Season 1Ep. 29
Let’s talk about language skills- more specifically, how diversifying yours can create some serious growth in your organization and in your community. This week on Banking On Experience, CRMNEXT ’s James Gilbert is joined by guest expert, Luis A. Valdez-Jimenez who offers some stellar perspective on the subject. What’s covered: · Why diversify? For one thing, as Luis says, “Languages can help any organization convert the language barrier into a competitive advantage.” · The travesty that is unde...
Sep 27, 2020•29 min•Season 1Ep. 28
Working from home? Yeah, us too. And among the many challenges around our “new normal” comes the question of how Financial Institutions can give employees new meaning and improve morale in this WFH environment. But you’re in luck! This week on Banking On Experience, CRMNEXT’s James Gilbert is joined by Jill Nowacki , President/CEO of Humanidei + O’Rourke , Author at CUInsight , and an expert on this very subject. What’s covered? · High-level summary of/ discussion around Jill’s CUInsight Article...
Sep 21, 2020•25 min•Season 1Ep. 27
Is your sales approach earning you a throat punch? Don’t pitch slap people! On this week’s episode of Banking On Experience, CRMNEXT ’s James Gilbert sits down with Amy Downs - CEO of Allegiance Credit Union , Keynote Speaker, and Author to discuss the dos and don’ts of sales pitches. What’s covered? · The story behind her CUInsight Article, entitled “Can I throat punch you?” (Trust us. If you haven’t read it, you should.) · How sales pitches have evolved during the pandemic and the direction th...
Sep 14, 2020•27 min•Season 1Ep. 26
Life is change, but oh the evolving we’ve been doing this year! – And the member experience is no exception. On this week’s episode of Banking on Experience, CRMNEXT ’s James Gilbert is joined by Britney Bailey of EXCEL Federal Credit Union to discuss in depth just how the member experience has changed and how she anticipates it will continue to change. What’s covered? Britney’s expert opinion on what she sees as some of the missing links for building good customer and member experience. Members...
Sep 07, 2020•40 min•Season 1Ep. 25
Diversity. Equality. Inclusion. It’s stand-up, speak-out, real-talk time. And on this week’s episode of Banking On Experience, Michael Murdoch of Wauna CU joins CRMNEXT ’s James Gilbert to share how Credit Unions can help bring diversity to life. What’s covered? · Michael talks about partnering with a local chapter to put on a special 3-part Pride Event in Oregon, designed to promote DEI, to keep a conversation going, to raise money for the Q Center , and ultimately to provide a voice for young ...
Sep 06, 2020•33 min•Season 1Ep. 24
Most of us could text in our sleep (and sometimes do), so- when it comes to communication preferences for your Credit Union’s members- offering and promoting the text option should be a no-brainer. Brittany Farb Gruber - Head of Marketing at Eltropy joins CRMNEXT ’s James Gilbert to discuss this uber-relevant topic on this week’s episode of Banking On Experience. What’s covered? What we’ve seen in the world of text for CUs since people have started working from home, why Brittany believes the pa...
Aug 25, 2020•24 min•Season 1Ep. 23
Most of us could text in our sleep (and sometimes do), so- when it comes to communication preferences for your Credit Union’s members- offering and promoting the text option should be a no-brainer. Brittany Farb Gruber - Head of Marketing at Eltropy joins CRMNEXT ’s James Gilbert to discuss this uber-relevant topic on this week’s episode of Banking On Experience. What’s covered? What we’ve seen in the world of text for CUs since people have started working from home, why Brittany believes the pa...
Aug 24, 2020•24 min•Season 1Ep. 22
Lorraine Ranalli is an author of 3 books, a consultant, and a regular writer on CUInsight. She gives us her take on how credit unions can bring their purpose and promise to life. How CU's can help the members feel the impact they are having on the economy. Lorraine and James talk about the secret sauce behind being a credit union and how it should be leveraged to promote the CU more.
Aug 16, 2020•37 min•Season 1Ep. 21
Want a winning Data Strategy you can bank on? Listen in as Joey Rudissil - CIO at Central Willamette CU- shares his expertise with CRMNEXT ’s James Gilbert on this week’s episode of Banking On Experience. What’s covered? The role Joey believes data plays in Credit Unions, as well as businesses in general- and why it’s important. Some of the biggest challenges he sees CUs face in trying to get alignment and get to the point where data can be a centralized focus point? Small spoiler: Processes pla...
Aug 09, 2020•28 min•Season 1Ep. 20
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.
Aug 03, 2020•23 min•Season 1Ep. 19
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.
Jul 27, 2020•18 min•Season 1Ep. 18
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
Jul 20, 2020•28 min•Season 1Ep. 17
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.
Jul 13, 2020•33 min•Season 1Ep. 16
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 a...
Jul 06, 2020•20 min•Season 1Ep. 15
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.
Jun 29, 2020•16 min•Season 1Ep. 14
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/...
Jun 22, 2020•29 min•Season 1Ep. 13
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 ...
Jun 15, 2020•21 min•Season 1Ep. 12
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 th...
Jun 08, 2020•15 min•Season 1Ep. 11
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.
Jun 01, 2020•21 min•Season 1Ep. 10
So, what can you expect to hear from our master of CX, Jeannie Walters? What led her to want to improve CX at organizations all over the globe. For Jeannie, it was- and is- all about “advocating for customers.” The process she undertakes to help organizations improve their CX. Hint: It starts with taking a good look at what the real goal is. Insight into her still-popular 2012 TEDx talk on micro-moments: those “small moments that are often neglected,” but offer huge opportunities for financial s...
May 25, 2020•21 min•Season 1Ep. 9
Alex Jimenez and Joe Salesky talk about managing the data of customers, the use of notebooks and the inability to manage that across systems for sharing.
May 18, 2020•34 min•Season 1Ep. 8
Dan Lobl contributed to the visual effects on several Star Wars films, including the original and prequel trilogies, The Force Awakens, The Last Jedi, and Solo. Dan and Marla discuss lessons to be learned from one of the most successful film merchandising franchises in history, as well as his own personal journey with the brand. From the path that landed him in his current role and what he believes are the secrets behind Star Wars’ success (hint: you’ll hear the words “hope” and “inclusivity”), ...
May 11, 2020•16 min•Season 1Ep. 7
