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    digital experience

    Explore " digital experience" with insightful episodes like "Payments Provider - Elan Credit Card (#44)", "Storytelling at Scale: Liz Jarvis-Shean", "Achieve Growth - Cotribute (#43)", "Ben Brennan, QSTAC CEO and author of Badass IT Support, discusses how to quantify the employee experience" and "Cannabis Banking - Shield Compliance (#33)" from podcasts like ""The CUInsight Network", "Breakthrough Builders", "The CUInsight Network", "AI and the Future of Work" and "The CUInsight Network"" and more!

    Episodes (54)

    Payments Provider - Elan Credit Card (#44)

    Payments Provider - Elan Credit Card (#44)

    “The people helping people mantra is real, and you are making a difference.” - Matt Good

    Thank you for tuning in to episode 44 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

    My guest on today’s show is Matt Good, Senior Vice President and Director of Regional Partnerships at Elan Credit Card. Elan partners with credit unions to offer a program that provides industry-leading credit card solutions to their members. Credit card usage continues to increase, especially with the world becoming more digital. Elan works to remove all credit risk, compliance risk, and more, allowing credit unions to offer successful solutions while earning risk-free income. 

    During our conversation, Matt explains how credit unions and small businesses can team up to serve their community. He speaks to the challenges of the ever changing digital world and how these changes affect operations, causing small businesses to look towards financial institutions for all-in-one service. Matt shares an affordable and multifaceted solution that credit unions can offer to streamline these services and increase revenue. Matt discusses best practices for choosing a merchant services partner along with key considerations to develop a successful partnership.

    Tune in to hear how Elan positively impacts communities and includes their credit union partners in doing so. Matt explains the importance of charitable giving and community outreach to members and the potential negative impact if credit unions do not get involved. Looking forward, Matt discusses upcoming trends and ways that Elan plans to continue supporting credit unions in the future.

    As we wrap up the episode, Matt shares his admiration for Sparky Anderson, which podcasts he listens to while running, and what he enjoys in his downtime. Enjoy my conversation with Matt Good!

    Find the full show notes on cuinsight.com.

    Connect with Matt:
    Matt Good, Senior Vice President and Director of Regional Partnerships at Elan Credit Card
    matt.good@elanfs.com
    www.cupartnership.com
    Matt:
    LinkedIn
    Elan:
    LinkedIn | Twitter 

    Storytelling at Scale: Liz Jarvis-Shean

    Storytelling at Scale: Liz Jarvis-Shean

    Liz Jarvis-Shean grew up with an engrained love for public service—a devotion that was realized in her work for Candidate and President Barack Obama. When she eventually moved to the private sector, the motivation was less about what she was leaving behind, and more about what she was able to bring with her—her mission to effect change at scale through story.  

    In her talk with Jesse, Liz describes the importance of her family and their examples of public service early in her life; the formative impact of the time she spent in post-apartheid South Africa; the way she brought together facts, circumstance, vision, and persuasion to connect with citizen audiences on President Obama's team and Candidate Obama's team; the important parallels that she sees between the emotional connections we seek from people and the excitement we want from products; how she made the decision to move into the private sector and into tech; and her reflections on driving impact at scale at Tesla, Airbnb, and DoorDash.

    (6:17) How time spent at Berkeley and studying abroad in South Africa drew Liz to storytelling

    (10:08) Life as an opposition researcher on an historic presidential campaign trail 

    (14:26) Telling stories of ‘promises kept’ to make emotional connections with citizens 

    (20:28) Finding an opportunity to affect massive change in the private sector at Tesla

    (23:32) Blending the inspirational, the aspirational, and the practical to make a compelling narrative

    (27:19) Airbnb’s impact at scale, in her own words

    (30:04) How DoorDash achieves its mission to empower local economies by being customer-obsessed, not competitor-focused

    (35:46) Advice for organizations: ‘Don’t just tell your story better. Have a better story to tell.’

    Guest Bio

    Elizabeth Jarvis-Shean is Vice President of Communications and Policy at DoorDash, leading the company’s policy, government relations, social impact, public affairs, and global communications initiatives. Liz sits on DoorDash’s Executive Management Team. Previously, she oversaw Airbnb's global public affairs and corporate communications teams, and has managed strategic communications at pioneering companies, including Tesla Motors, healthcare technology startup Nuna, and data science firm, Civis Analytics. 

    Liz helped shape and drive research, rapid response and messaging for both of Barack Obama’s presidential campaigns and his White House, and held leadership positions at CNBC and political research consultancy IMS, Inc. She graduated Phi Beta Kappa and valedictorian in Political Science from the University of California, Berkeley.

    Helpful Links

    Liz describes DoorDash’s partnerships with food banks

    Learn more about the WeDash program

    Liz on Newcomer’s Dead Cat podcast

    Liz on LinkedIn and Twitter

    Achieve Growth - Cotribute (#43)

    Achieve Growth - Cotribute (#43)

    “Focus on who you serve and how you serve them best.” - Philip Paul

    Thank you for tuning in to episode 43 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

    My guest today is Philip Paul, CEO at Cotribute. Cotribute is a digital growth platform helping credit unions grow efficiently by acquiring new members while retaining existing ones. Philip shares what inspired him to address business concerns through technology. Cotribute helps credit unions achieve operationally efficient growth using analytics, templates, and automations.

    During our conversation, Philip talks about success through a thoughtful operational strategy. He shares insights on the reach, scale, and efficiency of digital member experiences. The team at Cotribute focuses on helping credit unions thrive and improve member services with automation and optimization. Philip explains the benefits of expanding digital channels for credit unions. He shares how credit unions can provide the right offerings, to the right members, at the right time in a way that’s meaningful without losing human interaction that is so valued by members. Philip shares his vision when it comes to emerging trends in financial services and Cotribute’s role in supporting credit unions.

    As we wrap up the episode, Philip shares which Apple products he uses most, which podcast he listens to daily, and which sports he follows. Enjoy my conversation with Philip Paul!

    Find the full show notes on cuinsight.com.

    Connect with Philip:
    Philip Paul, CEO at Cotribute
    hello@cotributemail.com
    https://www.cotribute.com   
    Philip:
    LinkedIn
    Cotribute:
    LinkedIn | Twitter

    Ben Brennan, QSTAC CEO and author of Badass IT Support, discusses how to quantify the employee experience

    Ben Brennan, QSTAC CEO and author of Badass IT Support, discusses how to quantify the employee experience
    Ben Brennan, QSTAC CEO, author, and former IT exec at Yahoo and Verizon Media, is a world traveler, a musician, and a trained psychologist with passions for philosophy and psychotherapy. Not exactly the traditional background for an IT leader. Early roles at Pivotal Labs and Jawbone taught Ben that bringing humanity to technology is the future of work. He since published Badass IT Support and started QSTAC to measure the employee experience. 

    Listen and learn...

    1. What Ben learned managing 100 people and supporting 15,000 employees at Yahoo
    2. How the culture at Pivotal Labs inspired Ben's philosophy on quantifying the employee experience
    3. How Ben convinced a former Apple leader why QSTAC is better than NPS
    4. Why CSAT scores don't actually correlate with how satisfied employees are at work
    5. How the principles of Design Thinking can be used to run IT
    6. What IT must do to avoid being "Uber-ed" like the taxi industry
    References in this episode...

    Cannabis Banking - Shield Compliance (#33)

    Cannabis Banking - Shield Compliance (#33)

    “We create a great member experience while achieving compliance goals.” -Tony Repanich

    Thank you for tuning in to episode 33 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

    My guest today is Tony Repanich, President and COO at Shield Compliance. Shield Compliance works to transform how credit unions manage risk, comply with regulation, and satisfy growing operational demands associated with serving the legal cannabis market. Shield’s core platform technologies automate the compliance process and give credit unions the structure they need to monitor, measure, and control operations. Their Shield Assure, Shield Engage, and Shield Transact products ensure efficiency and reliability so credit unions can remain compliant while taking risks in a new line of business.

    Tony has been in the financial services industry for over two decades. In this episode, he talks  about how Shield Compliance can unlock new business opportunities and add value to credit unions. He discusses the economic advantages of cannabis banking and how they can provide the technology needed to mitigate and manage risk. Tony addresses the concerns facing the cannabis banking industry, including regulatory requirements, risk assessments, and personal viewpoints. 

    Tune in to hear Tony discuss ways to satisfy the regulatory and risk side while supporting access to banking for legal enterprises. Tony also shares ways credit unions in areas with legalized cannabis industries can help make their communities safer by providing access to banking for these cash-heavy businesses. During our conversation, you’ll also hear Tony dive into the cannabis banking playbook that he created to help credit unions understand the logistics of this new environment and frame out what they can expect.

    As we wrap up the episode, Tony talks about the magic of Starbucks, his go-to podcast, and his favorite Peloton instructor. Enjoy my conversation with Tony Repanich!

    Find the full show notes on cuinsight.com.

    Connect with Tony:
    Tony Repanich, President and COO at Shield Compliance
    tony@shieldbanking.com
    www.shieldbanking.com     
    LinkedIn | Facebook

    Senior Director of Digital Experience at Hawaiian Airlines: Kevin Bowling - Building an Outstanding Digital Experience in the Airline Industry

    Senior Director of Digital Experience at Hawaiian Airlines: Kevin Bowling - Building an Outstanding Digital Experience in the Airline Industry
    As people's reliance on technology grows every year, many travelers believe a positive digital experience is the number one criterion when choosing an airline. So airlines try to meet the latest technological demands to remain competitive and grow their business. To better understand the most recent digital trends in the airline industry, we invited Kevin Bowling, Senior Director of Digital Experience at Hawaiian Airlines. Leading the digital experience technology team, Kevin is responsible for mission-critical customer-facing products, including HawaiianAirlines.com and iOS and Android apps. Today, Kevin shares Hawaiian Airlines' approach to digital innovation to better engage and retain different types of travelers.

    Document Management - SmartVault (#31)

    Document Management - SmartVault (#31)

    “Disruption comes in all shapes and sizes.” - Dania Buchanan

    Thank you for tuning in to episode 31 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

    My guest today is Dania Buchanan, the President at SmartVault. The core mission at SmartVault is providing businesses with a central document destination that enables the adoption of a fully digital, fully automated document workflow. The SmartVault system is also highly secure and supports regulatory compliance mandates. They focus on reducing or eliminating routine and repetitive tasks associated with document workflows, serving small and mid-sized businesses like credit unions.

    While she originally wanted to be a journalist, in this episode Dania discusses the inspiration that led to founding SmartVault and taking on the role as President. She shares that product disruption is exciting to her, as her team turns traditional document management on its head. We explore ways that integrating document management into the apps and workflows credit unions are already using can make them more competitive.

    Dania always works to create a culture where staff can do the best and most vibrant work of their careers. Throughout the episode, we talk through the needs of employees to be able to collaborate whether working from the office, at home, or in a hybrid of the two. Dania expresses how important community service is to her as a leader and how she intentionally builds structures for her whole team to participate. As technology continues to evolve, Dania recommends building the foundation first and leveraging incremental change instead of trying to redo everything at once.

    As we wrap up the episode, Dania shares a favorite beverage, her go-to podcasts, and the person she thinks of first when she hears the word “success.” Enjoy my conversation with Dania Buchanan!

    Find the full show notes on cuinsight.com.

    Connect with Dania:
    Dania Buchanan, President at SmartVault
    dbuchanan@smartvault.com
    https://www.smartvault.com/
    LinkedIn | Twitter | Facebook | Instagram

    Who would want to go back to a non-smartphone? with Neil Geurin, American Airlines

    Who would want to go back to a non-smartphone? with Neil Geurin, American Airlines

    Accelya CEO, Jim Davidson, starts a new Airline Voice Radio season called “Reaching New Heights” where he invites airline digital leaders to explore retailing transformation from various vantage points to inspire the industry’s journey ahead. In this season premiere, Jim chats with Neil Geurin, Managing Director of Digital Customer Experience and Distribution Strategy at American Airlines. 

    So, where is American Airlines on its retailing transformation journey? Its starting point is to simplify interactions with the customers to match, and eventually outdo, their purchasing and servicing experience with other successful retailing companies. 

    “If we keep changing for the better consistently, sooner or later we'll get to a point where we feel really good about what we're offering to customers, and they'll feel good about how they're interacting with us.”, Neil Geurin, American Airlines. 

    In this episode, you’ll hear that:

    • The industry has to move with the changing times and develop fresh, new technology that customers want to interact with.
    • When customers get used to technological advances, they can’t and won’t snap back to how things were before the pandemic. After all, who would go back to using a non-smartphone after years of enjoying the latest mobile technology?
    • Outdated technology and complex processes are holding the industry back. Legacy spaghetti is no longer the plat du jour, and airlines are rethinking their sales and servicing processes to simplify them and accelerate the change.

    We hope you enjoy this first episode in the “Reaching New Heights” season. We have some great airline leaders lined up for future podcasts, so stay tuned

    Filling the NDC shelf with what customers want with Tamur Goudarzi Pour

    Filling the NDC shelf with what customers want with Tamur Goudarzi Pour

    Accelya CEO, Jim Davidson, completes this Titans of the Industry series of Airline Voice Radio, where he has been engaging with airline leaders from across the globe.

    In this latest episode, Jim talks to Tamur Goudarzi Pour, Chief Commercial Officer at Swiss International Air Lines and Senior Vice President for Channel Management at the Lufthansa Group. Tamur speaks to the necessary transformation journey for Lufthansa Group and the industry, where he notes that the path doesn’t just require NDC. Transformation needs to play out across the value chain, from search and inspiration up to fulfillment. Drawing from a Middle Eastern proverb, he notes that industry transformation will be “only as fast as the slowest camel”. 

    At Lufthansa, Tamur tells us that the group isn’t resting on its laurels, with a whopping 75% of its customers already having a digital booking experience. The airline group is looking to the B2B sector to achieve 100%

    “How can we prepare for the future and at the same time we have to make decisions now? So actually, we are doubling down on NDC. We're doubling down on the whole offer and order question”, Tamur Goudarzi Pour, Chief Commercial Officer at Swiss International Air Lines and Senior Vice President for Channel Management at the Lufthansa Group. 

    In this episode, you’ll hear that:

    • The airline is strengthening its offer and order strategy to prepare for the future.
    • Airlines need an offer and order vision to do retailing the modern way in the interest of the customer.
    • The industry needs to collaborate  to show that this is not just a vision but that real customer benefits are on the way.

    This was the last episode in the special series of Airline Voice Radio. We have a few more surprises up our sleeves, so stay tuned, and we´ll be back very soon.

    Ep. 38 Projects Beyond Blair Witch with Michael Monello -Founder, Campfire

    Ep. 38 Projects Beyond Blair Witch with Michael Monello -Founder, Campfire

    ABOUT Michael Monello:

    Michael’s Profile: https://www.linkedin.com/in/mikemonello/

    Websites

    campfirenyc.com/ 

    Email

    mike@mikemonello.com

    Twitter

    mikemonello

    Bio: 

    Mike Monello is a true pioneer when it comes to immersive storytelling and innovative marketing.

    In the late 1990s, Monello and his partners at Haxan Films created The Blair Witch Project, a story told across the burgeoning internet, a sci-fi channel pseudo-documentary, books, comics, games, and a feature film, which became a pop-culture touchstone and inspired legions of found-footage movies in its wake. It forever changed how fans engage with story and how marketers approach the internet.

    Inspired by the possibilities for engaging connected fan cultures and communities online, Monello co-founded Campfire in 2005. 

    There, he leads an agency that has developed and created groundbreaking participatory stories and experiences for HBO, Amazon, Netflix, Cinemax, Discovery, National Geographic, Harley- Davidson, Infiniti, and more. 

    Campfire won Small Agency Campaign of the Year via AdAge in 2013 and Small Agency of the Year via Online Marketing Media and Advertising Awards in 2012, and has been awarded top honors at the Emmys, Cannes Lions Festival, Clios, One Show, and more. 

    Monello serves on the Peabody Board of Jurors, and regularly speaks at high-profile events.

     

    SHOW INTRODUCTION:

    I am not a huge fan of the horror genre of movies. 

    As a kid I regularly covered my eyes when the Wicked Witch of the West showed up on screen in the Wizard of Oz.

    I saw Amityville Horror as a 13 year old and late into my adult years, looking out of a darkened home window was slightly un-nerving thinking that there was certainly something evil looking back. 

    I saw Friday the 13th and growing up in Montreal during the reign of the Montreal Canadians and so I watched a good bit of hockey but never thought of goalie’s masks quite the same way. 

    I sat through episodes Night Gallery, the Wolfman and Frankenstein with childhood friends trying to not look at the screen all the while putting on an air of calm remaining cool. 

    As a 10-year-old, I scrambled under the flaps of circus show tent at a local fair when a man miraculously turned into a raging gorilla right in front of my eyes. 

    Oh… and thank you Mr. Spielberg for making me afraid of my closet, and that a portal to the netherworld could be in there, and believing that every house could possibly be built on and Indian burial ground 

    Oh and, of course, making sure I’d never look at open water the same way.

    This may have all had to do with growing up with older brothers that thought it hilarious the wear a gorilla mask and jump out at my younger brother and me with the lights off in the basement. Except in that case, I brandished a big wooden shoe polishing brush and delivered a great whack to that nasty gorilla’s head. 

    Or it may be that I have a particularly active imagination and believe in the power of story’s ability to go deep into our neurobiology and create ‘as if’ experiences inside us. Story is so profoundly woven into our very beings that, without it, there would be a vacuum of basic understanding of our world and what to it means to part of it all.

    So, with all of this in mind, it’s likely no surprise that I haven’t watched the Exorcist and have kept away from The Blair Witch Project.

    But Blair Witch is something entirely different. 

    It didn’t just scare the crap out of millions of people, it shifted the film industry on its axis creating a new paradigm for storytelling where film and the burgeoning internet merged, blurring boundaries between these two vehicles for connecting fans to the profound power of a story.

    It broke what was acceptable in terms of camera work replacing locked off cameras for a handheld approach where being all bumpy was perfectly OK. It was largely credited with creating the “found footage” technique that has become so common in years since its release.

    The opening scenes left you questioning what was real, was this really found footage by a group of student film makers who ventured into the woods to capture a story of a reported witch but never came back? 

    When The Blair Witch Project premiered at the Sundance Film Festival in 1999, it its promotional marketing campaign actually listed the actors as either "missing" or "deceased". 

    It grossed over $250 making it one of the most successful independent films of all time.

    Michael Monello, and his partners at Haxan Films, were the creators of this paradigm shifting approach to film making, forever changing how fans engage with story and how marketers approach the internet.

    Inspired by the possibilities for engaging connected fan cultures and communities online, Monello co-founded Campfire in 2005, and ever since, has built an impressive and exciting career in immersive storytelling and innovative marketing.

    At Campfire, he leads an agency that has developed and created more groundbreaking participatory stories and experiences for HBO, Amazon, Netflix, Cinemax, Discovery, National Geographic, Harley- Davidson, Infiniti, and more. 

    Campfire won Small Agency Campaign of the Year by AdAge in 2013 and Small Agency of the Year by Online Marketing Media and Advertising Awards in 2012, and has been awarded top honors at the Emmys, Cannes Lions Festival, Clios, and more. 

    This is a talk that goes into Projects Beyond Blair Witch and dives into the power of story, engaging the internet in creating famdom, the meta-verse, NFT’s and more. 

    Michael Monello has a really interesting take on immersive experiences and believes that ‘its not really a thing until someone is experiencing it. He likens creating immersive experiences to architecture saying that you can build a really beautiful building, but is it really finished if it sits unoccupied and unused.’

    That question is fundamentally at the core of this podcast where we focus on “DATA: Design, Architecture, Technology and the Arts.”

    Michael Monello’s work crosses these disciplines with the same facility and passion that had him crossing boundaries since creating The Blair Witch Project over 20 years ago.

     

    ABOUT DAVID KEPRON:

    LinkedIn Profile: linkedin.com/in/david-kepron-9a1582b

    Websites: 

    https://www.davidkepron.com    (personal website)

    vmsd.com/taxonomy/term/8645  (Blog)

    Email: david.kepron@NXTLVLexperiencedesign.com

    Twitter: DavidKepron

    Personal Instagram: https://www.instagram.com/davidkepron/

    NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/

    Bio:

    David Kepron is a multifaceted creative professional with a deep curiosity to understand ‘why’, ‘what’s now’ and ‘what’s next’. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe. 

    David is a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott’s “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels. 

    In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies. 

    As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace. 

    David currently shares his experience and insight on various industry boards including: VMSD magazine’s Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation’s Program Committee as well as the Center For Retail Transformation at George Mason University.

    He has held teaching positions at New York’s Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.  

    In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon. David also writes a popular blog called “Brain Food” which is published monthly on vmsd.com. 

    The next level experience design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production by Kano Sound. 

    The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.

    Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

    AI Adoption Study

    AI Adoption Study

    The results from the survey will help companies cut through the noise and understand industry best practices. In addition, it will help executives understand:

    -How they stack up to their peers

    -Why companies have and haven't adopted AI

    -What were the results by those who have adopted AI

    -Cost/benefit data

     

    Episode Sponsors

    www.supportlogic.io

    www.balto.ai/guru

    www.ozonetel.com

    www.cloudtechgurus.com 

    #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

    Modernized Payments - Alacriti (#17)

    Modernized Payments - Alacriti (#17)

    “We have the opportunity to level the playing field by taking advantage of resources.” - Carl Robinson

    Thank you for tuning in to episode 17 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

    My guest today is Carl Robinson, SVP of Payments at Alacriti. In this episode, Carl shares insights on how to use tech to the fullest in the shifting market of payments and cloud optimization. We chat about his career journey, his personal experiences with automation, and the importance of understanding digital strategy to enhance the user experience. 

    Members are now accustomed to speed, real-time service, and “instant gratification” with many digital services. The speed of money movement and payments are what members view as excellent service. Carl explains how cost-effective iteration can help credit unions leverage technology and increase the quality of operations and member experience without needing to start from scratch.

    Carl encourages credit union teams to start finding new solutions by experimenting with tech approaches that increase real time services and speed. Incorporating these elements can help credit unions jump ahead in the financial services industry while mitigating risk. He also shares resources credit unions use to get started. 

    During our rapid fire questions, we learn that Carl has been interested in the world of payments for many years but wanted to be a racecar driver growing up. He shares that his calendar is rarely empty and that he enjoys spending his time with his children. Listen in as Carl walks us through his favorite books to read and who he thinks of when he hears the word “success.” Enjoy my conversation with Carl Robinson! 

    Find the full show notes on cuinsight.com.

    Connect with Carl:
    Carl Robinson, Senior Vice President of Payments at Alacriti
    carl.robinson@alacriti.com
    www.alacriti.com
    LinkedIn | Twitter | Instagram | Facebook


    CXChronicles Podcast 131 with Howard Tiersky, CEO at Fromm, The Digital Transformation Agency

    CXChronicles Podcast 131 with Howard Tiersky, CEO at Fromm, The Digital Transformation Agency

    In episode #131 of The CXChronicles Podcast we welcomed Howard Tiersky, CEO at Fromm, The Digital Transformation Agency based in New York, NY.

    FROM helps companies transform from where they are now to where they need to be to succeed with today’s digital-first customers.

    Howard's team develops new digital products for shopping, banking, travel and entertainment. The team at Fromm optimizes existing platforms, to make them more engaging and more profitable.

    The Fromm team is comprised of an amazing team of inspiring leaders, strategists, designers and technologists and work with some of the world’s leading brands to improve the customer experience – online, in store, and everywhere they need to be in today's world.

    Episode #131 Highlight Reel:

    1. How early life experiences in theatre led Howard to building a company focused on customer & digital experience optimization
    2. How to define what your version of business success looks like within your company
    3. Learning early on in the process what customers really care about while building your business
    4. How to invest in the right tools while growing & scaling your business
    5. Why companies that achieve scale tend to have ample time & investments in process curation & optimization based on customer & employee feedback!

    Huge thanks to Howard for coming on the CXCP and featuring his team's work and efforts in pushing the customer experience & digital transformation space into the future.

    Click here to learn more about Howard Tiersky

    Click here to learn more about Fromm, The Digital Transformation Agency

    If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review, this is the easiest way we can find new listeners, guests and future CX'ers!

    Watch  The CXChronicles Podcast On Youtube Here

    Support the show

    Contact CXChronicles Today

    Remember To Make Happiness A Habit!!

    CXChronicles Podcast Episode 129 with Michael Scharff CEO & Co-Founder of Evolv AI

    CXChronicles Podcast Episode 129 with Michael Scharff CEO & Co-Founder of Evolv AI

    In episode #129 of The CXChronicles Podcast we welcomed Michael Scharff, CEO & Co-Founder of Evolv AI located in Berkeley in the San Francisco Bay area.

    Evolv AI is defining autonomous optimization for the digital era. Using breakthrough artificial intelligence, developed over the course of ten years, Evolv helps enterprise customers continuously optimize their digital KPIs and meet their goals and objectives.

    The company’s flagship product is used today by recognized brands around the world to improve experiences across web and mobile.

    Michael has a 25+ year track record of building great businesses, driving high impact strategies, leading innovation & growth initiatives and fostering talent across multiple organizations including Best Buy, Toys R Us, Sears, Polk, Staples, & now Evolv.

    Episode #129 Highlight Reel:

    1. Corner-stone focus areas that you need to prioritize to build an incredible customer experience
    2. How AI & technology is changing the way enterprise companies manage CX/EX
    3. Fostering an insatiable appetitive for your team to continue learning
    4. How to optimize your company's tech stack & maximize your overall Tools ROI
    5. Why great CX is driven by continuous optimization & personalization 

    Huge thanks to Michael Scharff for coming on the CXCP and featuring his team's work and efforts in pushing the AI driven, digital experience space into the future.

    Click here to learn more about Michael Scharff

    Click here to learn more about Evolv AI

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    Payment Solutions - Elan Advisory Services (#11)

    Payment Solutions - Elan Advisory Services  (#11)

    “When you’re in tough times, you really see the leaders rise.” - Matt Good

    Thank you for tuning in to episode 11 of The CUInsight Network, with your host, Randy Smith, Co-founder of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

    My guest on today’s show is Matt Good, Senior Vice President and General Manager of Elan Advisory Services. We chat about Matt’s journey into the industry and leadership hacks he has learned along the way. Matt shares insights on the transformation of payments over the last year and how credit unions are able to stay competitive as we look forward. 

    With new expectations around transactions, Matt shares that credit unions must be responsive and proactive to meet member’s needs. The pandemic forced leaders to engage with the possibility of stepping outside physical payments and transactions. Matt shares that 45% of Americans have transitioned to contactless forms of payment, and he encourages leaders to explore payment options if they haven’t done so already.  

    One of the major trends we discuss is the change in rewards programs. Matt walks us through steps credit unions can take to make transactions convenient and beneficial for members. We chat about the shift in reward offerings since the pandemic and all the options available including cash back on streaming services and groceries. Matt believes it is best practice for credit unions to keep communication constant about member rewards and additional benefits. 

    As we wrap up our conversation with rapid-fire questions, we learn what Matt enjoys doing outside of the office and what he was like in high school. Matt shares stories of his time working with the Detroit Tigers, and you’ll be surprised to hear who he thinks of when he hears the word “success.” Enjoy my conversation with Matt Good! 

    Find the full show notes on cuinsight.com.

    Connect with Matt:
    Matt Good, Senior Vice President and General Manager of Elan Advisory Services
    matt.good@elanfs.com
    https://www.elanadvisoryservices.com/index.html 
    Twitter | LinkedIn 

    Millennials Think They Invented Everything

    Millennials Think They Invented Everything

    The Internet is a Literal Web

    • Congratulations to friend of the show, Ian Leslie, and to Industry West for ranking on 2PM’s DNVB list and for Adobe Experience Maker Awards. Phillip and Brian talk about the Adobe Experience Maker Awards, the rankings, and ask the question of how some brands are ranked so highly. 
    • Millennials didn’t invent meal prep delivery. Schwann foods, and catalog delivery — even the milkman — are all examples of modern reimagining of pre-existing retail models.
    • In eCom news, Shopify continues to eat the world, bringing in another investment of Stripe, and launching payments buttons across Google Shopping and Facebook — without the need to be operating a Shopify store. 
    • The BNPL ecosystem has stratified into much clearer offerings, as Phillip lays out the roadmap for Afterpay, Affirm, and Klarna.
    • “The world is reopening… New York City no longer has any covid restrictions. San Francisco opened up officially yesterday; the biggest cities are coming out of covid and physical retail is back. I feel like Afterpay is the big winner here in the latter half of the year, if I had to bet the way that people would be using this like everyone, every channel has to deal with the fact that physical retail is coming back.” - Phillip
    • “The internet is held together by spider webs.” - Brian
    • Most people’s first ecommerce purchase was probably a digital property. 
    • Paula’s Choice is the original direct to consumer brand, and predates what we know as the modern web. Launched in 1995 it was one of the first beauty brands online, and predated Google by 3 years. 
    • The first-ever secure online purchase was a copy of “Ten Summoner’s Tales”, a solo album by Sting. 

    Associated Links:

    Have any questions or comments about the show? Let us know on Futurecommerce.fm, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners!

    Digital Experience - PixelSpoke (#10)

    Digital Experience - PixelSpoke (#10)

    Thank you for tuning in to episode 10 of The CUInsight Network, with your host, Randy Smith, Co-founder of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

    My guest on today’s show is Cameron Madill, CEO and Co-owner of PixelSpoke. Cameron shares his journey through the credit union industry and the support he and his team offer to the community. We chat about website accessibility and things to consider when building a new digital experience for members.

    We start the conversation by discussing ideas around transforming PixelSpoke’s business model to that of a cooperative, similar to credit unions. Cameron also shares the importance of digital social responsibility and how it will help credit unions improve their website marketing strategy. Cameron believes the integration of new technology has a positive impact on members and institutions. 

    During our chat Cameron also explains what differentiates a credit union’s impact from other financial institutions. He shares his 3 C’s of cause marketing and what makes them work so well in this industry compared to others. Later, we talk about the methods his team uses to help credit unions identify the specific needs of members through their digital platform interaction and how to interpret the data. 

    As we wrap up our conversation we learn what Cameron was like in high school and what his career choice would have been if he hadn’t discovered the credit union industry. In the rapid fire questions we found out the most exciting event Cameron experienced during the pandemic and who he thinks of when he hears the word “success.” Enjoy my conversation with Cameron Madill! 

    Find the full show notes on cuinsight.com.

    Connect with Cameron:
    Cameron Madill, CEO and Co-owner of PixelSpoke
    cameron@pixelspoke.com
    https://www.pixelspoke.com
    Instagram | Twitter | LinkedIn | Facebook | YouTube

    Overdraft Solutions - JMFA (#9)

    Overdraft Solutions  - JMFA (#9)

    “It’s all about meeting the needs of members.” - Cheryl Lawson

    Thank you for tuning in to episode 9 of The CUInsight Network, with your host, Randy Smith, Co-founder of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

    My guest on today’s show is Cheryl Lawson, the Executive Vice President of Compliance Review for JMFA. Cheryl shares with us that throughout her career serving others has always been at the forefront. We chat about JMFA’s focus on providing a critical service that members need with overdraft solutions. 

    Listen in as Cheryl discusses what a responsible compliance program looks like and the importance of communication with members. She shares the value of delivering a service that members can understand and feel comfortable with. Cheryl believes credit unions must be responsive to their members while being compliant with regulators for overdraft solutions to work best.

    Cheryl also speaks about overdraft litigation procedures and current trends in the industry. She shares JMFA’s future focus and tips on how credit unions can remain relevant. Cheryl believes staying open to innovation and being accessible to all members will continue to push the credit union movement forward.

    In the rapid-fire questions, we learn outside of the office Cheryl loves to take walks in the park, is an active member of her church, and is excited to reconnect with her family post-pandemic. Tune in to hear Cheryl’s most recent quarantine purchase and her final thoughts for credit union leaders. Enjoy my conversation with Cheryl Lawson! 

    Find the full show notes on cuinsight.com

    Connect with Cheryl:
    Cheryl Lawson, Executive Vice President of Compliance Review
    cheryl.lawson@jmfa.com
    www.jmfa.com
    LinkedIn | YouTube 

    Cybersecurity - Adlumin, Inc. (#8)

    Cybersecurity - Adlumin, Inc. (#8)

    Thank you for tuning in to episode 8 of The CUInsight Network, with your host, Randy Smith, Co-founder of CUInsight.com. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

    My guest today is Robert Johnston, CEO of Adlumin, Inc. Robert shares his journey from the military to the credit union industry and how he rediscovered purpose through this transition. He also shares cybersecurity best practices for credit union leaders and how to implement them during periods of rapid change. 

    Throughout the show Robert shares the data science behind Adlumin’s cybersecurity integration and how his team has been able to improve compliance for credit union CORE systems. He believes it is imperative for credit unions to increase security in order to stay relevant and mitigate major system threats. With the increase in technological breaches and hacking on the rise, Robert and his team have been working on compliance reporting that is easily accessible, seamless, and secure. 

    We also chat about new regulations with the incoming administration and what that looks like for Adlumin in their daily operations. Robert feels that the next wave of innovation is cloud-based data and its ability to increase the security of member information while allowing credit unions to maximize data retention. 

    As we wrap up the show, we learn that Robert and his team use just about every video conferencing platform available and are always looking for the next best. We were excited to learn what he does in his free time away from the office, what he is currently reading, and who he thinks about when he hears the word “success.” Enjoy my conversation with Robert Johnston! 

    Find the full show notes on cuinsight.com

    Connect with Robert Johnston:
    Robert Johnston, CEO of Adlumin, Inc.
    robert.johnston@adlumin.com
    www.adlumin.com
    LinkedIn | Twitter | Facebook | YouTube

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