📊 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 h...
Dec 16, 2022•13 min
🤝 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 busines...
Dec 02, 2022•15 min
😒 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 🖱️ Compan...
Nov 18, 2022•14 min
🚜 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 enab...
Nov 04, 2022•12 min
🕵️♂️ 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 ri...
Oct 21, 2022•18 min
🤔 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 c...
Oct 07, 2022•10 min
🏦 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...
Sep 23, 2022•8 min
😤 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
Sep 09, 2022•10 min
👉 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....
Sep 02, 2022•10 min
👉 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 worki...
Sep 30, 2021•37 min
😊 Kevin's background and the story about a bad hire day. 02:23 🤯 Making innovative culture interesting: Putting bank regulations in a song "No sleep till Brooklyn, by the Beastie Boys". 05:11 🧐 Consumers are coming to the salesperson more educated about products and services than 20 years ago. 08:06 🔬 Sales professionals now have to know all about the industry, research trends globally, and expand their knowledge base a lot. 09:56 😅 ArgosRisk technology solutions for B2B credit risk managem...
Aug 03, 2021•53 min
🎸David played background music for Linda Baskin’s art show in Dayton. 01:14 🖼️ Stepping out of the comfort zone: Linda's paintings had a theme and the show had its own concept. 04:52 🎯 Professional artist and professional musician. 07:39 🙋♂️ Welcome, Linda! 09:12 🎨 The Radical Acceptance art show was about acknowledging the hard times in life but also good, joyful things. 11:29 😃 Linda decided to start painting just 18 months ago. 15:36 🌸 One more example of Linda's stepping way out of h...
May 25, 2021•46 min
😇 Aviv likes to wake up in the morning and try to solve a problem that nobody else is trying to solve.1:50 👦 He was inquisitive as a child and asked so many questions. 2:56 🌞 The idea behind Solar Simplified. 5:02 ✅ Aviv was not in the solar business before, but he was drawn to it. 🤝 Solar Simplified connects consumers with solar power plants (solar farms) 8:21 ➗ Half of the countries in the US have deregulated markets where private companies are part of the market. 11:08 🔆 Even it is a you...
Mar 30, 2021•44 min
😂 Gatherings with my sister Linda and brother Larry are always filled with fun, jokes, and love. 🎨 My sister Linda is an amazing painter. 3:06 🖼️ Linda Baskin Art Show preparations. 5:35 🎶 David is going to do background music for Linda Baskin’s upcoming art show on March 27th. 6:15 🎸 David Musical background – learning to play guitar is not easy. 8:17 🎼 David has never performed a “concert” alone, but he embraced music from his college days until today. 11:09 👌 Popular music sets an “exp...
Feb 26, 2021•39 min
🛫 Ryan is an ex-naval flight officer and after the military, he started working in the banking niche. 1:01 🚖 Driving for Uber and Lyft after the military was an amazing experience in gig working and gig economy for Ryan. 3:03 💵 Gridwise app is focusing on the ride-share and delivery area of the gig economy by helping drivers boost their profits. 4:34 🙃 When Ryan worked as a gig driver, he realized that the core problem is in the fragmentation and inaccessibility of key data drivers need to h...
Jan 26, 2021•51 min
🤯 A large number of products were discovered by a mistake. (Roundup, Play Dough, Men's Rogaine etc) 1:04 🙈 Why are we so afraid of failure? 5:26 🙃 Being A student or F student: Being a successful innovator means you have to have a ton of bad ideas. 9:11 ✌️ Start off by thinking failure is good and don't let anybody limit your ability to come up with an idea.12:00 👀 People who come up with ideas will get noticed by time. 13:42 ☝️ There is a big difference between error in innovation and error...
Nov 30, 2020•34 min
👨🌾 Farmers are experiencing all challenges related to a business, plus they have soil and weather issues. 1:11 💻 Justin Fisher is a FinTech guy, with experience in farming 2:47 🤓 How is hemp different from marijuana? 6:46 😳 Because of legislation issues, you can plant hemp legally, but it can grow to be illegal. 10:00 📈 About the legal framework of farming hemp and growth of interest for hemp in many agricultural states. 15:54 👂 Cannabinoids: CBD is challenged, as the FDA hasn't set clea...
Oct 31, 2020•48 min
😲An engineer working for Tesla has re-engineered the chocolate chip! 0:56 👍He did it better but it took him a few years. 02:31 💪Salesman invented the extension of a wing for a sailboat. 4:06 ✨What really matters--find ways to make improvements. 4:50 🎯Every single individual in the company needs to be innovating. 6:25 📣How you get those ideas heard? 7:40 ✌️Allow time for innovation in your company and people will be engaged. 13:52 🔔Innovation Challenge as a path for all HR issues with long-...
Sep 29, 2020•32 min
🔀 Marketing and PR may not overlap. Being channel-agnostic. 02:42 ❄️ "We are used to personalization." 04:49 😷The Covid-19 crisis impacted the ways we interact with brands. 09:43 💣 How to tailor a message that will not be offensive to anybody? 13:58 ⏰ Algorithms and recommendations. How they save time. 21:25 🏅 Innovations in the financial industry. Behind the scenes. 27:46 🛍️ B2B vs. B2C and factors that influence customers' decisions. 30:57 ✨ Importance of representation and diversity in m...
Aug 31, 2020•46 min
🦠 Public activities during COVID-19 01:32 👏Kudos to the City of Montgomery: Innovative 4th of July parade. 2:24 ⚽Innovation from Argentina: human foosball. 5:36 🙌Don't be afraid: find the intersection of necessity and opportunity. 8:40 👦My grandson's creation and working "with a purpose". 11:11 🌷When a young person shows any creativity, encourage it, and let it flourish! 14:06 😲Kelvin Doe aka DJ Focus - a 15-year old innovator. 16:08 🌱David Senge's ongoing program for young innovators. 17...
Jul 26, 2020•21 min
Welcome, Wayne Miller. 1:30 The core concerns every business needs to do well. 4:39 🤝The Venture Center: supporting the entrepreneurial community in the state of Arkansas and beyond. 8:00 Collaboration with universities, technical schools, and other corporations. 10:02 What are ICBA and FIS? Venture Center is working very closely to find business leaders and companies for FIS. 13:20 Accelerator Program - How it helps startups? 20:20 Venture Center success stories. 24:50 Future of innovation in ...
Jun 29, 2020•42 min
✅ A good example of getting creative to problem solve. 01:16 👉 "Creativity is going to get us all through this." 04:05 🤔 How can I get innovation started at my organization? 04:26 🏼Immediately fall back into the numbing routine. 06:28 3️⃣ Three innovation categories. 08.34 🌟 Express ideas clearly: boosting speaking ability with Toastmasters. 12:09 🪁Forgiveness is easier to get than permission. 13:38 🫣 If you are blocking others in innovation: Stand aside. 15:23 ⚠️ Encourage and harvest all...
May 28, 2020•23 min
Introducing Daniel P. Simon 1.43 Daniel's book: “The Money Hackers—a group of misfits took on Wall Street and changed finance forever” 2:55 The financial industry should empower everyone, not just the richest 9:57 Financial crisis: East coast bankers and West coast thinking technologists 11:16 The refreshing style in writing: engaging and light 15:27 The role of financial advisers 20:00 Human qualities will be the reason people stick to a financial institution 23:12 Wake Up call for community fi...
Apr 24, 2020•43 min
Did you plan scenarios like COVID19 in your business strategy? 1:56 A Black Swan Effect 2:38 Planning for a catastrophic event 4:26 COVID19 Canceling speaking engagements and ripple effect throughout the entire industry.6:18 Virtual conference. It's a reasonable alternative. 09:01 Bankarshub - a good example of online innovation. 11:29 Don’t let the virus leave your organization on the sidelines. 12:20 Concerts and sports events canceled, but here is an alternative. 13:03 The innovation brought ...
Mar 27, 2020•25 min
How is the "Flight, Fight or Freeze" response wired into our physiology? 02:29 You can train yourself to respond instead of reacting 04:15 How to keep your head in any crisis, big or small? 05:06 Fishing on the raft experience 05:58 How can you practice this response vs. reaction in your everyday life? 11:05 Which situations require an immediate response to remediate the crisis? 12:47 Don't make decisions based on what others might think of you or your response. 13:20 If you're a senior leader, ...
Feb 19, 2020•20 min
How to get creative and harvest ideas for potential innovation? 00:08 🧠 What is the value of creative and strategic thinking? 01:25 The definition for innovation is “creativity: expressed, manufactured and consumed” 02:45 Why you need a specific systemic method to come up with and harvest creative ideas? 04:06 What are the four elements required to allow true creativity to flourish? 05:02 What spaces can you use as your “space for thinking”? 05:30 Why is it necessary for you to specifically all...
Jan 17, 2020•36 min
Is the model of Higher Education going to radically change? 00:45 Autopilot thinking – how many decisions do you make in a day? 04:05 More experience - less chance of coming up with innovative ideas 05:42 What is the numbing effect of the routine process? 07:01 Why is the autopilot thinking the killer of creativity? 07:11 🧠 How the left brain and the right brain work together? 07:22 🤯 How to remember the insights that your right brain provides? 12:56 Developing an ability to look for ways to d...
Dec 16, 2019•26 min
Where innovation falls in a business 03:25 // Innovation and creativity 04:17 // Innovation vs invention 05:10 // How connections between technologies are driving economic growth 06:39 Understanding and dealing with the gap between seemingly unconnected technologies when starting and running a business 08:11 // The concept of exomorphosis. This idea that change is happening around us. 11:55 Why is it important to listen to people who work with customers? 13:48 Why is it beneficial for older gene...
Nov 29, 2019•50 min
The difference between innovation and creativity—and why it matters. 01:54 Why we should brainstorm just ideas—not only earth-shattering ones. 4:26 What the Wesleyan Quadrilateral has to do with innovation. 6:25 ️ How tradition impacts our behaviors (aka why we’re on autopilot). 10:10 The birth of velcro, and how to use the experience as inspiration. 12:43 How to harness your creative brain with reason. 15:11 What is exomorphosis and how it impacts the way we live and work? 19:08 How exomorphosi...
Oct 07, 2019•42 min
🤔We need to think about innovation differently. 0:00 How innovative are you—really? 1:42 Why are we playing the innovation blame game at work? 3:18 What a candy bar taught me about innovation. 5:03 Why innovation doesn’t have to be a big, disruptive breakthrough. 7:48 What to do if you do have a revolutionary idea. 13:01 You may not have any big ideas, but you can still have incremental innovations. 14:36 What sailing in the 1800s can teach us about innovation today? 18:17 My official definitio...
Sep 02, 2019•46 min
