You don’t get to take it with you… You’ve heard that before. But discussions around death- and preparing for it financially- are still strangely taboo for a lot of people. This week on CRMNEXT’s Banking on Experience, I’m joined by an expert on preserving your assets and possessions. Kenneth Kelly is Chairman & CEO of First Independence Bank (among many other impressive titles) and author of the new book, “Prepare Before I Let Go.” And he shares some fascinating insight with our listeners. Topics we covered include: - Kenneth’s book: why he wrote it, what it offers - Why he’s so passionate about this topic - How financial institutions can help better educate and prepare people - Misconceptions around the power of attorney - The best time to get started - And more Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website. Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Do as I say, not as I do. It’s never been an effective policy, and it never will be. That the command-and-control leadership style held reign so long in the financial services industry is surprising, but one thing is crystal clear now: it’s officially worn out its welcome. Michelle Peterson, Chief Member Experience Officer at A+ Federal Credit Union joins me this week on CRMNEXT’s Banking on Experience to lend her expert insight on the subject. Topics we covered include: - How Michelle got started in the CU Industry - Defining command-and-control leadership - Why she’s passionate about this topic - The importance of culture, and why A+ is the place for Michelle - Command-and-control vs. our expert’s leadership style - Adoption of more agile leadership - Region-to-region CUs: cultural differences and similarities - If you currently practice command-and-control leadership: first steps to change Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website. Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

When it comes to connection these days, most people are like porcupines. We’ve been hurt. We’re hypersensitive right now. And- if financial institutions are to thrive in this prickly, digital world- it’s essential to put humanity at the helm. Joining me this week on CRMNEXT’s Banking on Experience is the king of culture himself, Ricardo Gonzalez. – Ricardo is the Founder and CEO of Bilingual America, Founder of the Speakers Guild of America, an Author, Advisor, and Culture Expert. And he drops some seriously enlightening truth bombs on this episode. Topics we covered include: - Why Ricardo is so passionate about culture and connection - African American and Latino communities: feeling the impact - Low context cultures vs. High context cultures - The Buying Power of these groups - Bias: good and bad - Key advice for leadership at banks and credit unions - Language and communication: where we’re at, where we need to be Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website. Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Nurture (verb): to care for and encourage the growth or development of. Sounds like something all good financial institutions should want to do for their customers and members, right? So, what’s the best way to go about actually doing it? Ryan Zilker (CMO at Sound Credit Union) has some ideas. He joins us this week on CRMNEXT’s Banking on Experience to share his top tips for leveraging omnichannel nurturing across interactions. Topics we covered include: - Why Ryan’s so passionate about it - Sound CU and Digital: current, real-life examples of what they’re doing - What CUs should START doing today (hint: visibility comes up here) - How to make sure you’re actually nurturing members - Ryan’s controversial stance on video banking - The most underutilized channels, from a marketing POV - The role technology plays in all of this Stay in touch with Banking on Experience by listening to Apple Podcasts, Spotify, or our website. Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Figital. It’s one of the latest, greatest buzz words out there. And it seems the definition is a bit…well…fluid. So, how does “figital” apply to banks and credit unions? Glad you asked! Jamie Cosgrove- Head of Financial Services at Podium joins us this week on CRMNEXT’s Banking on Experience for an open dialogue on every FI’s favorite new word. Topics we covered include: - Defining Figital + why Jamie’s passionate about it - Meeting ever-changing customer & member expectations - Keeping up with the times: how banks & credit unions are doing - The role of Digital Innovation - Figital Challenges and how FIs are solving them Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website. Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

The Underserved. The Unbanked. These populations deserve access to the services banks and credit unions provide, and- for our communities to be truly successful- FIs need to step up. Joining me this week on CRMNEXT’s Banking on Experience is Whitney Anderson-Harrell, Chief Community Development Officer at MSUFCU & President of the Desk Drawer Fund. And she offers a wealth of knowledge on this subject. Topics we covered include: - Why Whitney is so passionate about this - Defining what is meant by unbanked and underserved - How a CU or bank can incorporate DEI more to ensure they’re developing relationships and serving these communities - What FIs should STOP doing today to better serve the unbanked - How language (and language barriers) fit into this - CSA Programs: helping establish a more stable financial future Stay in touch with Banking on Experience by listening to Apple Podcasts, Spotify, or our website. Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Ready or not, here they come… The future of finance falls on young professionals in banks and credit unions who are fearlessly stepping up to lead. - Is your financial institution doing all it can to ensure its success? Allow me to present one person who is fully committed to the cause. Michael Murdoch, Marketing Manager at Wauna Credit Union and President of the Young CU Professionals of Portland (among many other noteworthy things) is a major advocate for these young leaders. He returns to CRMNEXT’s Banking on Experience this week to offer his expertise on the subject. Topics we covered include: - Why Michael is so passionate about this - Top 2 steps that CUs (or any FI) can take to make a real impact - Checking your unconscious bias - What to STOP doing in order to assure a successful path forward - The biggest move Michael’s made to drive this change - “Everybody mooooove!” – Clearing the way to let them lead - Who’s rocking DEI: Michael’s top shoutouts Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website. Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Ready to really tap into the power of cohesive leadership? Enter the queen of cohesion, Amy Downs, who also happens to be CEO of Allegiance CU, a celebrated author, keynote speaker, and our honored returning guest (we can’t get enough) this week on CRMNEXT’s Banking on Experience. Topics we covered include: - Key experiences that shaped her into the CEO she is today - Trust & autonomy- examples of how her team functions - Egos: how teamwork kicks those to the curb - Success stories- seeing the results of her leadership style - Top 3 tips to help CUs adopt a cohesive culture

Remember that old Gatorade commercial? “Anything you can do, I can do better?” When it comes to digital marketing, there’s an old (outdated) school of thought that says that the big banks have the market cornered, and that Credit Unions are just bringing up the rear. But like I said, that’s an outdated way of thinking. My guest on this episode of Banking on Experience is Kara Yaquinta. Kara is the Digital Growth Strategist at Tropical Federal Credit Union, and she’s here to say that anything the big banks can do from a marketing perspective, the Credit Unions can do just as well. Topics we covered include: - Why she’s so passionate about digital marketing - Why she thinks that GenZ is key to a Credit Union’s marketing strategy - Why AI has been a game changer for her and her team - The most overrated thing in marketing - How technology is driving her digital marketing strategy Stay in touch with Banking on Experience by listening on Apple Podcasts, Spotify, or our website. Listening on a desktop & can’t see the links? Just search for Banking on Experience in your favorite podcast player. 

When marketers focus solely on tactically creative work, they can forget about P&L and their metrics can get lost in translation. Is math the missing piece in this digital marketing equation? In this episode of Banking on Experience, I talk to Gaurav Bhatia, Chief Marketing Officer at PenFed Credit Union, about how knowing numbers helps marketers work smarter. We also talked about: - How math lends to credibility. - Tips for better prioritization. - Top KPIs marketers should focus on. Strategies for adopting the “work smarter, not harder” methodology. Listen to more episodes from Banking on Experience at Apple Podcasts, Spotify, and our website.