Episodios
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Trust, composed of both words and actions, is now harder to maintain as customers have become more knowledgeable and have a wide array of financial service options beyond traditional banks. The shift from a personal, relationship-focused banking experience to a more automated, regulation-heavy environment has eroded trust between banks and their clients.
Jack Hubbard, co-founder of the Modern Banker and co-host of the Modern Banker Podcast, believes that adopting a trust-based selling approach where bankers act as resource managers will allow them to focus on solving customer problems rather than merely selling products. This requires a congruent message from the bank's leadership down to its culture and an emphasis on continuous education and development for bankers. Because the ultimate goal is to create a modern banker who is prepared to face the evolving challenges of the industry with wisdom, adaptability, and a customer-first mindset.
Join us as we discuss:-The Modern Banker: Redefining Roles and Building Trust (07:18)
-The Evolution of Trust in Banking (26:37)
-The Future of Banking: AI and Trust-Based Selling (34:55)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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Ever found yourself saying, “I need to think about it”? For many financial leaders, this simple phrase hides a deeper hesitation that keeps them stuck in inaction. Often, this delay stems from overanalyzing or waiting for certainty, which can stall growth, innovation, and much-needed progress. In today’s fast-paced digital landscape, waiting too long to take action can lead to missed opportunities, lost revenue, and stagnation.
In this episode, host James Robert Lay and operations lead Audrey Cannata dig into how the Kolbe A Index reveals each person’s unique “action mode.” They explore how understanding these natural tendencies can help leaders make faster, more confident decisions. Listeners will learn how the Kolbe Index’s insights into fact-finding, quick-starting, and follow-through help teams overcome decision-making blocks, find balance, and take the necessary steps toward growth.
Join us as we discuss:-The Four Action Modes of Kolbe (04:13)
-Challenges in Financial Industry Decision-Making (07:12)
-Practical Tips for Moving from Thinking to Doing (21:11)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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In the realm of strategic planning, branding, and marketing for financial institutions, there exists a continuous tension between using pure logic and rationale versus tapping into feelings, emotions, and intuition. Leaders and marketing professionals often struggle with balancing these approaches, resulting in a disconnect within their strategic efforts.
To address these issues, the episode provides actionable advice and insights. James Robert Lay and Allison Netzer, chief strategist at BrandThnk, discuss practical steps marketers can take, such as beginning with intuition in decision-making and refining it with logical analysis. They advocate for marketing the role of marketing internally with the same vigor used for external branding. Allison also suggests specific exercises like writing customer stories about oneself to reconnect with internal values.
Join us as we discuss:
-The Rise of the Wisdom Economy (06:36)
-The Shirky Principle and Conviction in Leadership (16:19)
-The Role and Perception of Marketing (24:43)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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Risk aversion has become a paralyzing force within banks and credit unions, particularly in marketing and sales teams. For institutions that prioritize security, the common reflex is to avoid taking bold action—often to prevent failure or blame. However, as Audrey Cannata and James Robert Lay explore in this episode, it’s precisely this fear of failure and the tendency to assign blame that stifles innovation and keeps organizations stagnant in a rapidly evolving industry.
James Robert Lay, a seasoned entrepreneur, contrasts his approach to risk with the more cautious mindset common in banking, showing how this “safety-first” mentality can create blind spots and lead to missed opportunities. Audrey Cannata draws from her experience as educator to highlight how embracing calculated risks and letting go of blame can empower teams to tackle challenges head-on. The solution? Cultivating a culture that prioritizes growth over fear, curiosity over criticism, and boldness over blame—one where marketing and sales leaders can confidently address gaps, learn from them, and drive true growth in their institutions.
Join us as we discuss:
-The Impact of Risk Aversion in Education (03:19)
-Blame Culture vs. Risk Aversion (12:51)
-Embracing Bold Moves for Growth (30:20)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
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Change is hard—especially in the financial industry, where traditional approaches can feel like a comfortable safety net. But as financial brands aim to grow and stay relevant, inaction or rigid mindsets can hold entire teams back. Adapting to new technologies, customer expectations, and market shifts isn’t just about keeping up; it’s about creating a resilient, future-ready brand.
In this episode, James Robert Lay, joined by David Barone, EVP of Client Growth at Nymbus, dives into a simple, transformative three-step framework to help marketing, sales, and leadership teams move confidently through change. They break down how a “growth mindset” is the foundation for successful transformation and show why adaptability—both in mindset and in technology—can unlock new opportunities for scale and differentiation in an increasingly competitive financial landscape.
Join us as we discuss:
-Showing Up and Overcoming Perfection (09:21 )
-Differentiation through Verticalization (18:12)
-Scaling with Strategy (28:00)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
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Many financial brand leaders feel stuck and unable to take the necessary actions to overcome the challenges they face. This sense of being stuck can stem from several factors, including pride, arrogance, fear of conflict, and the fear of looking in the mirror and confronting unpleasant truths.
This stagnation not only impacts the leaders personally but also hampers the growth and effectiveness of their organizations.
The key to overcoming this stagnation lies in cultivating self-respect, trust, and continuous personal growth. It encourages leaders to engage in self-reflection, embrace change, and take courageous steps towards action and accountability. By mastering the 'software' of their minds, leaders can unlock their potential and lead their teams more effectively, contributing to a culture of respect, trust, and innovation within their organizations.
Join us as we discuss:
-Ego and Avoidance in Leadership (03:01)
-Conflict Avoidance and Personal Growth (09:27)
-Embracing Change and Continuous Growth (20:25)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
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Financial brands often focus on digital transformation and new technologies to drive growth, but they miss a critical piece: human transformation. Without aligning their teams and culture to embrace change, even the best technology won’t unlock new opportunities. Sticking to old habits while trying to implement new technologies creates roadblocks, misaligned efforts, and frustrating customer experiences. If nothing changes internally, no amount of digital investment will drive the desired results.
In this episode, James Robert Lay and Danny Varghese, President of Fortimize, discuss how financial brands can break through these barriers by focusing on human transformation first. By building a culture that values adaptability, communication, and continuous learning, organizations can effectively implement digital tools and unlock new growth opportunities. Listen to learn how to set the foundation for both human and digital transformation in 2025.Join us as we discuss:
-Challenges in Customer Acquisition (07:50)
-Opportunities for Efficiency and Relationship Building (13:20)
-People, Process, Technology, and Data (26:33)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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There’s no sugar coating it: Your bank or credit union is losing money—right now—because of hidden blind spots in your customer journey. If you don’t take action, these problems will persist, costing you even more in 2025. The longer you wait, the more you risk falling behind your competition. But the real issue? You probably aren’t even aware of just how many loans and deposits your bank or credit union is losing.
That’s why we created the Digital Growth Accelerator Program. It’s the quickest and easiest way to get everything you need to accelerate loan and deposit growth in 2025 through research-driven assessments, practical action plans, and collaboration with like-minded peers. It makes growth accessible with minimal time and financial investment, all while providing hands-on guidance from the experts at the Digital Growth Institute. Now is the time to take action and ensure you thrive in 2025.
Join us as we discuss:-Introducing the Digital Growth Accelerator (11:45)
-The Value of the Accelerator Program (23:23)
-Addressing Common Objections: Time and Budget (29:13)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
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Financial brands miss out on millions in loans and deposits by not leveraging digital growth strategies and personal branding. There's a hesitation to utilize new communication channels like social media or podcasts due to compliance concerns and traditional mindsets.
Ray Drew, top-producing SBA Lender and the host of #1 Podcast in the SBA Industry: The Art of SBA Lending, discusses practical steps, including creating engaging content, leveraging platforms like LinkedIn, and adapting modern marketing techniques to stay ahead. He shares expert advice emphasizing that building a strong digital presence can significantly enhance trust, attract new business, and position financial brands to thrive in the future.
Join us as we discuss:-Ray Drew's Journey in SBA Lending (02:29)
-The Birth of SBA Ray and Building Trust Through Content (16:28)
-The Power of Personal Branding (38:07)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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In today's digital age, creating a human connection in online interactions is crucial for enhancing customer journeys, especially for financial institutions. However, many banks and credit unions overlook this necessity, leading to missed opportunities and diminished customer satisfaction.
In the latest episode of the Practical Perspectives, Audrey Cannata and James Robert Lay highlight the gaps in customer service and communication, such as disjointed digital experiences and the poor handling of contact forms. Through real-time secret shopping experiments, the podcast uncovers alarming blind spots, including instances where financial institutions' phone systems demand sensitive information upfront, like social security numbers, causing potential customers to abandon their inquiries out of frustration and mistrust.
Join us as we discuss:
Live Experiment: Calling Zappos (10:58)
Emotional State and Financial Decisions (13:45)
Live Experiment: Calling a Financial Brand (16:54)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
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In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss a powerful yet often overlooked connection—the relationship between physical movement and overcoming mental roadblocks like fear, anxiety, and complacency. They explore the idea that taking action, even small physical steps, can help break through periods of stagnation both personally and professionally. James Robert shares his personal experiences with overcoming resistance and emphasizes the importance of energy management, not just time management, for achieving growth. The conversation dives deep into how making physical health a priority can transform not just personal well-being, but also professional success, particularly in leadership and team dynamics. Ultimately, it's about mastering your body to master your mind, so you can push past fear and uncertainty and create lasting momentum.
Join us as we discuss:-Force vs. Flow: Finding Balance (05:42)
-Distractions and Their Consequences (17:53)
-The Health Crisis: A Call to Action (28:47)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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In this special episode of the Exponential Insights, James Robert Lay is joined by both Corey LeBlanc, co-founder and COO/CTO at Locality Bank, and Har Rai Khalsa, CEO and co-founder of Swaystack. Together, they dive deep into the critical topic of optimizing onboarding and engagement for banks and credit unions.
They’ll share their expert insights on how addressing friction in your onboarding process can stop your financial brand from losing millions in loans and deposits, while also building stronger, more profitable relationships. Whether you're a financial marketer, sales leader, or executive, this episode is packed with actionable strategies to help your institution grow by transforming the customer experience from day one.
Join us as we discuss:-Addressing Onboarding Gaps and Challenges (06:22)
-Simplifying Complex Banking Processes (25:14)
-Practical Steps to Enhance Customer Trust (34:44)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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In today's episode of the Exponential Insights series we discuss a significant issue faced by financial institutions: the loss of loans and deposits via their websites. Despite the clear advantages, many credit unions and banks struggle with the digital transformation needed to optimize their website's performance.
James Robert is joined by Derik Krauss, shareholder and senior website consultant at BloomCU, to discuss the resistance financial brands show toward change, despite the evident opportunities for growth. They touch upon the 'tyranny of the status quo,' explaining that many organizations are hindered by outdated practices and a fear of radical transformation. They urge financial brands to embrace change, potentially even launching new, focused brands to capture unmet market needs.
Join us as we discuss:-Empathy and Authenticity in Marketing (12:04)
-The Tyranny of the Status Quo (23:22)
-The Innovator's Dilemma in Banking (51:13)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
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This episode of the Practical Perspective series dives into the hidden gaps and friction points in financial brand customer journeys that lead to loss of potential loans and deposits. James Robert Lay, along with Audrey Cannata, share insights from a recent website secret shopping study.
They identify how confusion, friction, and unclear expectations during the personal loan application process can cost financial brands millions. Various issues, from overly complex application steps to lack of clear communication, are discussed along with potential solutions such as improving micro-commitments, refining legal and consent sections, and ensuring proactive follow-up through calls.
Join us as we discuss:-Personal Loan Application Friction Points (04:35)
-The Importance of Communication and Expectations (09:06)
-Post-Application Experience and Recommendations (21:08)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
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Many financial institutions struggle with understanding why their websites lose out on potential loans and deposits. Often, the questions they ask in feedback forms fail to distinguish between different user journeys, leading to misleading insights and uninformed decisions.
In this episode, James Robert Lay and Audrey Cannata discuss how tailoring questions to distinct user journeys can unlock valuable insights. By differentiating between shopping, application, and account holder experiences, and timing feedback requests based on user engagement (e.g., time on page, scrolling behavior), financial institutions can gather more actionable data.
Join us as we discuss:-Case Study: Analyzing Website Feedback Forms (04:25)
-The Role of Context in Gathering Feedback (09:06)
-Three Distinct Website Experiences (20:38)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
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Most financial institutions are stuck in the present, lacking the forward-thinking leadership needed to navigate and thrive in a rapidly changing environment. Leaders within these organizations frequently find themselves overwhelmed by day-to-day operations, which restricts their ability to focus on future growth and innovation.
On this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss the need for leaders to adopt a future-focused mindset by setting aside dedicated time for strategic thinking and ongoing learning. By visualizing their future selves and operating from that perspective, leaders can inspire and drive meaningful change within their organizations. Join in as they suggest practical steps, such as evaluating one's current operating mindset and creating a vision for the future, to bridge the gap between current capabilities and future potential. Ultimately, embracing continuous growth and surrounding oneself with like-minded individuals can help drive the financial industry toward a more innovative and successful future.
Join us as we discuss:-The Importance of Vision in Leadership (05:32)
-The Role of Culture and Change (10:31)
-Leadership vs. Management (17:41)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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In this episode of the Practical Perspectives series we share how a regional bank’s 67% abandonment rate on personal loans translates into a staggering loss of $100 million annually in interest income. The situation is further amplified by the fact that the brand is investing in paid advertisements to drive traffic to these pages, and only 25% of users are even attempting the application process.
Join us as we discuss how small, incremental optimizations (like a mere 5% increase in application starts and a similar reduction in abandonment rates) can potentially recapture millions in lost interest income annually. Addressing and optimizing even the seemingly minor aspects of the digital customer journey can lead to substantial revenue recovery and growth for financial brands.
Join us as we discuss:-Case Study: Regional Financial Brand's Abandoned Applications (02:11)
-Calculating the Financial Impact of Abandoned Applications (07:43)
-The Power of Incremental Changes (14:44)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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After facilitating over 1200 website secret shopping studies for financial brands over the past decade, the Digital Growth Institute decided it was time to drink their own medicine. After recently launching their new website, they put out a call-to-action for industry leaders to provide real-time feedback.
In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss the insights they gained and how the practice of rapid iteration helped them to level up their brand messaging and communication. They discuss the lessons that they learned and how even the most seasoned marketers can find tremendous value in outside perspectives.
Join us as we discuss:-Secret Shopping the Digital Growth Institute Website (04:43)
-The Power of Clear Messaging (08:39)
-The Value of Outside Perspective (17:31)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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Let’s face it, a lot of financial institutions are really struggling to position themselves online and make the most of their digital channels. Many banks and credit unions sound more like robots with their scripted value propositions and fail to address the real issues their account holders have. This leads to a ton of missed opportunities and a lot of money left on the table. Despite digital channels having the potential to outshine physical branches, they’re often underperforming due to poor optimization practices.
In this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata discuss insights from a recent Website Blind Spot Benchmark they conducted. The big takeaway? Regular website assessments can help pinpoint problem areas and unlock some serious financial gains. By properly mapping out customer journeys, banks can create a clear path that guides customers from the first click all the way to a completed transaction, reducing confusion and boosting confidence.
Join us as we discuss:
-Understanding Positioning and Customer Journeys (02:38)
-The Importance of Ongoing Optimization (18:12)
-Human Connection in Digital Experiences (28:37)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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Financial brand marketing and sales leaders face the challenge of consistently making new connections that lead to loan and deposit growth. They often struggle to leverage data and customer insights effectively to deepen relationships, which is crucial for fostering new connections and driving business outcomes.
Brian Bauer, CEO of Revio Insight, a customer growth platform that transforms complex bank data into actionable growth opportunities for community and regional banks, joins the show to discuss how financial brands can turn data into actionable growth opportunities. This episode highlights the importance of not waiting for perfection to start engaging customers, leveraging both digital and relational engagement channels effectively, and ensuring that product offerings align with customer needs. The big takeaway? Human experience and building authentic relationships can inevitably lead to more business and profitable relationships.Join us as we discuss:
-Turning Data into Deposits and Revenue (04:28)
-Account-Based Marketing Explained (15:05)
-Building Transformational Relationships (22:48)
You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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