Banking on Digital Growth

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Many financial brand leaders are unsure where to begin when it comes to secret shopping their website and often feel intimidated by the process—if they even know what website secret shopping is. That’s why on this episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata break down everything you need to know about website secret shopping. These studies offer a structured, 30-day approach that identifies blind spots and provides actionable insights to optimize website experiences. With a specific focus on product lines, demographic segments, device types, and stages within the buying journey, financial brands can make targeted improvements. The results are a significant increase in user conversions and overall growth, translating to a substantial return on investment.Join us as we discuss:-Breaking Down the Secret Shopping Process (06:19) -Focusing on Product Lines and Demographics (17:09) -Stages of the Buying Journey (24:36) 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.

Financial institutions often struggle to manage and appropriately respond to online feedback, especially negative reviews, risking the loss of potential loyal customers. Statistics reveal that a single negative review can severely damage a brand’s reputation, requiring up to 40 positive experiences to counteract it. In this episode of the Banking on Digital Growth podcast, Audrey Cannata and James Robert Lay discuss the critical role of listening and responding to customer feedback for financial institutions. By sharing real-life examples, such as a commendable response from Frost Bank to a negative review, the podcast emphasizes the importance of proactive customer service and reputation management.Join us as we discuss:-Real-Time Feedback Response (08:56) -Statistics on Negative Experiences (15:32) -Google My Business Strategy (25:57) 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.

Many financial brands may not realize that their websites could be their biggest sales blind spots due to lack of proper evaluation. Without secret shopping, banks and credit unions may not identify critical issues that could be causing them to lose out on potential loans and deposits.This episode of the Practical Perspectives series advocates for external, objective website secret shopping studies as a means to uncover and address these blind spots. These studies offer financial brands the opportunity to gain valuable, unbiased feedback from real users, which can help improve their digital engagement, boost conversions, and ultimately increase loans and deposits.Join us as we discuss:-Understanding Website Secret Shopping (00:47) -Common Objections to Secret Shopping (03:48) -Conclusion: Awareness and Action Steps (43:04)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.

In a rapidly changing world driven by exponential technological advancements like AI, many leaders, teams, and organizations struggle to keep pace. This creates a widening gap between linear human perception and the exponential nature of change, leading to feelings of fear, stagnation, and a lack of growth. Many financial brand leaders, especially in the marketing sector, are losing their jobs or feeling displaced due to unforeseen changes in their industry.Jim Marous, CEO of the Digital Banking Report and co-publisher of The Financial Brand,  believes the solution lies in continuous learning and transformation. Jim joins the show to offer strategies and advice on navigating change successfully.Join us as we discuss:-Navigating Industry Changes (11:16) -The Importance of Asking Questions (18:50) -Lessons from Failure (28:35) 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.

It’s not surprising that a significant portion of Americans are struggling with their finances, with many living paycheck to paycheck. Even those working within financial institutions are not immune to these issues. This episode of the Exponential Insights series offers a practical and straightforward solution to this widespread problem. Guest Gordon Stein introduces the concept of "Cashflow Cookbook," a book filled with 60 easy-to-follow recipes for freeing up cash without sacrificing lifestyle quality. He emphasizes that small changes in managing recurring expenses, like switching cell phone providers or optimizing monthly bills, can significantly improve cash flow. By taking these steps, individuals can save and invest more effectively, ultimately reducing financial stress and increasing financial well-being.Join us as we discuss:-Practical Financial Tips from Cashflow Cookbook (06:12) -Behavioral Change and Financial Wellness (10:15) -Future of Financial Services and AI (19:15) 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.

As financial brand leaders navigate the complexities of a post-COVID world, the economic shifts, and the rise of artificial intelligence, feelings of exhaustion and burnout are rampant. Leaders and team members alike are struggling to stay engaged and find fulfillment in their roles. The pervasive cultural norm of complaining about work and separating personal and professional lives further aggravates the issue, leading to an overwhelming sense of frustration and resistance to change.This episode offers a roadmap to overcome these challenges. Audrey Cannata and James Robert Lay share personal experiences of overcoming adversity, such as leaving toxic environments, to highlight the power of personal transformation. They emphasize integrating spiritual, mental, physical, relational, and financial aspects of life to foster holistic growth.Join us as we discuss:-The Connection Between Personal and Professional Growth (7:15)-Recognizing the Need for Change (28:17)-Defeating Self-Limiting Beliefs (37:49)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.