I believe the children are our future…Great song. True statement. Reaching that younger K-12 audience is, in fact the key to securing the future of the credit union movement. And making sure that your CU is driving positive change around DEI is paramount. We know this, but… it can still seem a little daunting. So, where do you start? Glad you asked! Lisa Koenecke (she/her), Certified Diversity Professional sat down with me to share her extensive wisdom on the subject, and the conviction and pass...
Mar 07, 2022•26 min•Season 1Ep. 96
What do you do when you run into a brilliant, self-proclaimed “data geek” whose company is committed to helping CUs? You interview him! And you share some of that brilliance with your listeners. That’s precisely what CRMNEXT’s Joshua Barclay did at the most recent NACUSO event. Jamie Jackson, CEO at Arkatechture graciously agreed to sit down for a chat, and he shares some fantastic insights around data and the CU space—this week on CRMNEXT’s Banking on Experience. Topics we covered include: What...
Feb 28, 2022•18 min•Season 1Ep. 95
Ya gotta’ love connections made at conferences. And CRMNEXT’s own Joshua Barclay made a pretty spectacular one at the NACUSO event this past year. Dan Daggett, President at Daggett Enterprises USA, LLC has been in the CU Industry since 1993, and he has a wealth of wisdom to offer. Lucky for us, he graciously agreed to sit down and share some of that hard-earned wisdom—this week on CRMNEXT’s Banking on Experience. Topics we covered include: - What CUs need to do to remain relevant - Mission meets...
Feb 21, 2022•18 min•Season 1Ep. 94
CU Changemakers: WOW (Women On Work) is thrilled to welcome to the podcast a true pioneer in the credit union movement. She has made - and continues to make - massive, positive changes in her community, in the CU space as a whole, and in the lives of those fortunate enough to know and work alongside her. Welcome Kim Daigle, President & CEO of the Insurance Trust in Westbrook, Maine! Topics we covered include: - Kim’s Journey to becoming the 1st woman CEO of the Insurance Trust - Women who’ve...
Feb 14, 2022•36 min•Season 1Ep. 93
If greater innovation is a goal at your CU, member service is no doubt the first place you’re aiming to tackle. But it can be tricky…The world’s changing every day, and people expect more. Period. So, where do you start? Glad you asked, because – as it happens – I sat down with an expert on this very subject. Cori Poland, Chief Experience Officer at Rivermark Community Credit Union offers top tips around how CUs can implement more innovative ways to service members—this week on CRMNEXT’s Banking...
Feb 07, 2022•23 min•Season 1Ep. 92
Feeling charged up and ready to keep resolutions in 2022? If you’re anything like us, service sits at the top of that list. And when it comes to your credit union, the importance of member service in today’s changing world simply cannot be overstated. I got to sit down with Cheryl Purrington, Senior VP of Sales and Service at ACFCU for some of her fantastic perspective around this vital subject—this week on CRMNEXT’s Banking on Experience. Topics we covered include: Why Cheryl is passionate abou...
Jan 31, 2022•26 min•Season 1Ep. 91
Ah the limitless power of networking. We all want to access it more effectively, but the goal can be daunting. Luckily, I got to sit down and chat with an expert on the subject. Sara Freeman, VP of Business Development at Truity CU shares some fantastic insight around how you and your credit union can turn networking into a community building exercise—this week on CRMNEXT’s Banking on Experience. Topics we covered include: Why Sara’s passionate about networking How your CU can build a proper net...
Jan 24, 2022•21 min•Season 1Ep. 90
No doubt about it. The CU Space is filled with spectacular people whose stories are too often untold – particularly those of the MANY women in the industry who are driving the kind of change needed in the communities they’re an integral part of. And that, my friends, is precisely why CU Changemakers: Women On Work (WOW) was created. Sponsored by CRMNEXT’s Banking on Experience, this podcast launches its first episode today, and we can’t wait to share it with the world! Joining forces to shine li...
Jan 17, 2022•38 min•Season 1Ep. 89
We couldn’t be more thrilled about what episode 88 entails! This month, a new podcast series called CU Change Makers makes its debut, sponsored by CRMNEXT’s Banking on Experience. And co-hosting this exciting new collaboration is Stephanie Smith, Executive Director of America’s Credit Union Museum. Stephanie joins us to share more about the Museum’s past, present, and future and to offer just a small taste of what you can expect from CU Change Makers. We can’t wait for you to get your ears on it...
Jan 10, 2022•11 min•Season 1Ep. 88
Looking to lend more efficiently at your FI? (Does a bear poop in the woods?) We’ve got you covered! Brian Geary, President of Linear Financial Technologies is an expert in this area, and he joins me to share top tips—this week on CRMNEXT’s Banking on Experience. Topics we covered include: - Reviving the SMB Economy through lending: how your FI can help - The effect work from home has had - Biggest lending challenges FIs face (and what you can do about them) - The Open Banking Revolution defined...
Dec 27, 2021•22 min•Season 1Ep. 87
You’ve got brand. You’ve got customer and member experience. But are you focusing enough on the link between the two? We’re talking bridges here, folks. And joining me to offer his expert advice on what steps financial institutions can take is Co-Founder and President of InnerView Group, Chris Wallace—this week on CRMNEXT’s Banking on Experience. Topics we covered include: Biggest misconceptions about experience in the financial world The role that brand plays Measuring experience: foundational ...
Dec 20, 2021•24 min•Season 1Ep. 86
Hear that? Yep, it’s 2022 knocking at the door. And, if you’re brainstorming how to make this the best year yet for your credit union and its members, we’ve got some expert advice I think you’ll appreciate. Jordan Beyer, Founder at Organizational Health Solutions, LLC and Grassroots Advocacy Manager for NWCUA is passionate about the CU space and its future. He sits down with our own Joshua Barclay to discuss how financial inclusion, innovation, tech, and more play a role in helping the credit un...
Dec 13, 2021•25 min•Season 1Ep. 85
When you get a chance to chat with the CUSO Guru, you grab it! And that’s just what CRMNEXT’s own Joshua Barclay did at NACUSO’s 2021 Conference. Lucky for our Banking on Experience listeners, he recorded the conversation to share with you! Guy Messick (the CUSO Guru) has been in the CU Industry for over 35 years. He is currently the CEO of NACUSO Business Services, Inc., and we’re thrilled he was willing to share his wisdom. Topics we covered include: The importance of NACUSO’s 2021 event and o...
Dec 06, 2021•12 min•Season 1Ep. 84
Let’s be honest – GRC (Governance, Risk Management, and Compliance) gets a bad rap. Your credit union team members don’t break for lunch and say, “Hey! Let’s play GRC bingo!” But…maybe they should. Ok, that’s a stretch. But the truth is, this topic is massively important when it comes to your financial institution. And no one can offer better insights around it than Amanda Cohen, Director of GRC Products at Resolver and my guest expert this week on CRMNEXT’s Banking on Experience. Topics we cove...
Nov 29, 2021•13 min•Season 1Ep. 83
Feeling hunted? Not an ideal place for a credit union to find itself, but – for many CUs today – them’s the hard facts, folks. So how can your credit union avoid mergers and acquisitions? And why should you want to? To answer these questions (and many more), I’m joined by CEO of CU Sol, Jonathan Taylor – this week on CRMNEXT’s Banking on Experience. Topics we covered include: The whats and whys of CU Sol Clarifying: Mergers of Mercy vs. Mergers of Strength How CUs get in this spot to begin with ...
Nov 22, 2021•29 min•Season 1Ep. 82
Ready, set, LEAD! For many, their induction into a leadership role is akin to a polar bear plunge – jump in and hope you don’t drown (while smiling for the camera.) Others enjoy the advantage of mentors to guide them more gently into the deep end. But one thing’s true across the board: Becoming the kind of leader that financial institutions need in this ever-changing world isn’t easy. That’s where Laurie Maddalena comes in. Laurie is CEO and Chief Leadership Consultant at Envision Excellence, a ...
Nov 15, 2021•30 min•Season 1Ep. 81
This week we put our sole focus on Financial Inclusion Week. An entire week dedicated to just that. Previous episodes from Michael Murdoch, Denise Wymore, Seth Brickman, Whitney Anderson-Harrell, Dan Marquez, and so many more. Language barriers Serving a younger generation Serving an older generation Financial Education Tackling DEI Serving the underserved communities Providing financial opportunities for those with no credit score Serving members and the community on their terms We hit on them ...
Nov 01, 2021•3 min•Season 1Ep. 80
It’s a pretty indisputable fact that CUInsight has found a home at the heart of the credit union community. And this week on CRMNEXT’s Banking on Experience, we’re honored to have CUInsight Co-Founder, Randall Smith join us to share the story of this fantastic organization. Topics we covered include: How CUInsight came to be Love at first click? How they gained adoption so quickly Lessons from failure Top successes (and how they got there) Partnering with CUInsight: what vendors need to know Wha...
Oct 25, 2021•29 min•Season 1Ep. 79
Are you speaking the love language of your members? As credit unions, you’re not serving numbers. You’re serving people. And people? Well, they tend to have a whole lot of individual preferences. Meeting the needs of members on their time and in their place can make ALL the difference for your financial institution. Joining me this week on CRMNEXT’s Banking on Experience is a true expert on the subject. Seth Brickman has worked with both Amazon and Microsoft, is a Veteran of the United States Na...
Oct 18, 2021•28 min•Season 1Ep. 78
Be honest – do DEI discussions make you nervous? You’re not alone. As it happens, there’s a lot of fear around these topics. The real question is: what are you going to do about it? May I humbly suggest you tune in this week to CRMNEXT’s Banking on Experience, as DEI advocate Dan Marquez (they/them), also known as Madam Nymphadora, share some incredible insight into how you and your financial institution can break down that fear and be part of positive change. Topics we covered include: Why Dan ...
Oct 11, 2021•30 min•Season 1Ep. 77
Hope you’re well… We say it without thinking. But as leaders, it’s our responsibility to make sure those words carry real weight – for ourselves and our employees. And this week, Banking on Experience teams up with The Strategic Hotbox podcast and its fantastic host, Dr. Brandi Stankovic (COO and Chief Strategy Officer of CU Solutions Group) for a takeover episode that puts mental health front and center. Topics we covered include: Why Dr. Stankovic is passionate about mental wellness in particu...
Oct 04, 2021•28 min•Season 1Ep. 76
We can see into the future. Ok, not really. But Tom Millon, CEO of Computershare Loan Services (CLS) has a pretty good idea of what we can expect when it comes to the future of mortgage and lending. (Hint: It has a lot to do with improving the tech gap that still exists there.) And he joins me this week on CRMNEXT’s Banking on Experience to offer valuable insight on the subject. Topics we covered include: Computershare and Loan Services in a nutshell Why Tom is passionate about his business (and...
Sep 27, 2021•17 min•Season 1Ep. 75
"Come together right now...." Credit unions all over are discovering the rockin’ power of more effective collaboration. And there’s perhaps none more passionate about that concept than Benjamin Hering, Director of Engagement at Minnesota Credit Union Network and a previous Filene i3 participant. He sat down with me this week on CRMNEXT’s Banking on Experience to discuss. Topics we covered include: - Why Ben’s so passionate about collaboration within the CU space - The risks of NOT collaborating ...
Sep 20, 2021•22 min•Season 1Ep. 74
The world is a’changin’ at a pace that’s given most of us chronic whiplash. – And when it comes to your credit union’s member experience, adapting quickly to meet today’s needs can feel a touch daunting. Not to worry- Lauren Culp, Publisher & CEO of CUInsight (and “Right on the Money” Judge for the 2nd year in a row) is an expert in this area. And she sat down with me this week to share top tips, on CRMNEXT’s Banking on Experience. Topics we covered include: Why Lauren is passionate about th...
Sep 13, 2021•29 min•Season 1Ep. 73
I double-dog dare you…to implement a culture that actually delivers. Diving into that realm does require chutzpah – from a leader who’s willing to go where others don’t. Lucky for our listeners, I got to sit down with one such leader this week on CRMNEXT’s Banking on Experience. Sundie Seefried is CEO and President at Safe Harbor Financial (and former CEO at Partner Colorado CU), and she offers some fantastic suggestions on implementing a culture that’s more than just talk. Topics we covered inc...
Sep 07, 2021•22 min•Season 1Ep. 72
Let’s just get it out there: Not all credit unions are created equal. BUT every one of them (from the smallest to the largest) has the potential to be fully “flawsome,” and that’s the truth. Nanci Wilson of University FCU defines this fantastic word – and offers top tips on creating a better, more empathetic culture at your credit union – this week on CRMNEXT’s Banking on Experience. Topics we covered include: “Flawsome” defined Why Nanci is passionate about this Nation-wide feedback she’s recei...
Aug 30, 2021•30 min•Season 1Ep. 71
Happy hours and short-term lending… It may seem an unlikely pairing. But Juan Fernández Ceballos, President and CEO of the Credit Union Association of New Mexico and the host and creator of the “Unscripted Happy Hour” joins us this week on CRMNEXT’s Banking on Experience to discuss both. And it makes for a well-mixed conversation cocktail. Topics we covered include: Why Juan created the “Unscripted Happy Hour” (and where it is today) How people can find it (short answer: Juan’s LinkedIn) Some of...
Aug 23, 2021•28 min•Season 1Ep. 70
Givers of hope. – Sounds epic, right? But it’s precisely what financial institutions have the potential to be IF their top priorities are to listen, educate, and include. Joining me on CRMNEXT’s Banking on Experience to discuss financial education and DEI in today’s changing world is Andrea Finley- a true rock star in her field. No really…she was 2020’s CU Rockstar for her work in financial education. ;) She’s also the Community Engagement Manager at AACUC (African American Credit Union Coalitio...
Aug 16, 2021•31 min•Season 1Ep. 69
You don’t get to take it with you… You’ve heard that before. But discussions around death- and preparing for it financially- are still strangely taboo for a lot of people. This week on CRMNEXT’s Banking on Experience, I’m joined by an expert on preserving your assets and possessions. Kenneth Kelly is Chairman & CEO of First Independence Bank (among many other impressive titles) and author of the new book, “Prepare Before I Let Go.” And he shares some fascinating insight with our listeners. T...
Aug 09, 2021•24 min•Season 1Ep. 68
Do as I say, not as I do. It’s never been an effective policy, and it never will be. That the command-and-control leadership style held reign so long in the financial services industry is surprising, but one thing is crystal clear now: it’s officially worn out its welcome. Michelle Peterson, Chief Member Experience Officer at A+ Federal Credit Union joins me this week on CRMNEXT’s Banking on Experience to lend her expert insight on the subject. Topics we covered include: How Michelle got started...
Aug 02, 2021•21 min•Season 1Ep. 67
