Revolutionizing the Credit Union Call Center: How to go from a service to sales model
Banking on Experience powered by BUSINESSNEXT
Release Date: 07/11/2023
The Real-Time Payments Fraud Dilemma: Why Faster Transactions Mean Bigger Risks
Banking on Experience powered by BUSINESSNEXT
Real-time payments are revolutionizing how money moves—faster, easier, and more seamless than ever. But with speed comes risk. Fraudsters aren’t just small-time scammers anymore; they’re running sophisticated, AI-powered crime rings that target credit unions and community banks in real time. So, how do financial institutions fight back? In this episode of Banking on Experience, host Joshua Barclay sits down with Jeff Scott, VP of Fraud Tech Solutions at Q2, a fraud prevention expert on the front lines of the fight against real-time financial crime. Together, they reveal how credit...
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Turning Data into Dollars: Smarter Segmentation, Better Marketing for Banks & Credit Unions
Banking on Experience powered by BUSINESSNEXT
Banks and credit unions are sitting on a goldmine of data—so why aren’t they using it to drive real growth in their marketing motions? Too often, financial institutions collect massive amounts of customer insights but struggle to turn them into personalized marketing strategies that actually convert. The key isn’t just having data—it’s knowing how to use it. In this episode, we sit down with Phillip Bosley, Founder & CEO of Tactical Marketing Automation, to break down the roadblocks keeping banks and credit unions from leveraging their data effectively. We cover the following in...
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Why 44% of Accounts Go Inactive in Year One—and How to Fix It
Banking on Experience powered by BUSINESSNEXT
Did you know that nearly half of new accounts—44%—go inactive within the first year? That’s not just lost revenue—it’s a major threat to long-term growth for banks and credit unions. The culprit? A broken onboarding process. Too many financial institutions skip relationship-building and jump straight into cross-selling, leaving members and customers disengaged and more likely to churn. So what’s going wrong—and how can banks and credit unions turn things around? Our guest, Har Rai Khalsa, CEO & Cofounder of Swaystack, joins hosts Joshua Barclay and Andrew Piron to...
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The 2025 Marketing Playbook for Banks & Credit Union
Banking on Experience powered by BUSINESSNEXT
Marketing budgets are being slashed. Competition is fiercer than ever. Proving ROI? It’s an uphill battle. Are you ready to transform your marketing from a cost center into a growth engine? In this episode of Banking on Experience, we’re joined by James Robert Lay, CEO of the Digital Growth Institute and host of the Banking on Digital Growth podcast, boasting over 450 episodes of insider strategies. James reveals his proven playbook to help financial institutions unlock podcasting as a game-changing growth tool, defend their marketing budgets in tough times, and focus on the key areas that...
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Do You Really Own Your Digital Transformation?
Banking on Experience powered by BUSINESSNEXT
Digital transformation isn’t just a buzzword—it’s a survival strategy. But here’s the catch: 70-80% of digital transformation projects fail. Why? Because many credit unions and banks unknowingly rent their digital future from vendors, leaving them trapped by hidden fees, outdated systems, and lack of control. In this episode of Banking on Experience, we sit down with Dylan Shaver, Chief Revenue Officer at TreXis, to uncover the truth about digital transformation. Dylan shares why owning your digital infrastructure is the only way to truly innovate and how TreXis is...
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The Global Mission to Advance Credit Union Growth
Banking on Experience powered by BUSINESSNEXT
Credit unions are making waves not just locally, but globally! The need for people helping people extends far beyond U.S. borders, and we’re about to take you on a journey that will expand your understanding of just how impactful this movement is. In the latest episode of Banking on Experience, we had the pleasure of speaking with Mike Reuter, CEO of the Worldwide Foundation for Credit Unions. From supporting disaster recovery efforts to driving financial inclusion across the globe, Mike shares eye-opening stories and highlights how credit unions are helping communities...
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How Small Credit Unions Can Find Their Competitive Advantages
Banking on Experience powered by BUSINESSNEXT
Think small credit unions can't thrive in a post-pandemic economy? Think again. If you believe they can't be at the forefront of innovation, it's time to reconsider. In this episode, we're joined by Jed Meyer, CEO of St. Cloud Financial Credit Union, who is rewriting the playbook for small-to-midsize credit unions. Jed is challenging the status quo, growing, and innovating at a rapid pace—all while making no excuses and staying laser-focused on the core mission of the credit union movement: serving members and making a meaningful impact on the community. Get ready to dive deep into the...
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Navigating CDFI Changes: Shirley Senn’s Timely Advice
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Are you struggling with the complexities of getting crucial certifications and grants for your credit union? We’re excited to welcome Shirley Senn, Chief Consulting Officer for CU Strategic Planning, a key figure in the credit union movement. With a passion for saving small credit unions and serving the underserved, Shirley has dedicated her career to helping financial institutions thrive. In this episode, Shirley shares her deep insights and expert advice on navigating the intricate world of certifications and grants. With a tremendous amount of change in the CDFI space over the last...
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Tackling Healthcare Costs: CU Healthcare PayCard & VyStar Credit Union
Banking on Experience powered by BUSINESSNEXT
Healthcare costs are skyrocketing, and the pandemic has intensified both mental and physical health crises. Traditional healthcare plans often fall short, leaving many to endure high-interest loans or forgo essential treatments. In this crucial episode of Banking on Experience, we explore how innovative fintech solutions and credit union collaboration are stepping in to address these challenges. Join us as we interview Paul Clampitt, Principal at CU Healthcare PayCard, and Kris Carerra, SVP at VyStar Credit Union. They share insights into CU Healthcare PayCard, a groundbreaking approach...
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Leveraging AI for Credit Union and Banking Growth: More Than ChatGPT
Banking on Experience powered by BUSINESSNEXT
Ever feel like AI is just a buzzword? This episode is where the rubber meets the road. We’re diving into how AI can elevate your bank or credit union by growing your member base and deepening your existing relationships. Get ready for a no-nonsense AI breakdown with real-world applications that could up-level your approach to growth. Our guest today is Mitch Rutledge, CEO and Co-Founder of Vertice AI. Mitch breaks down the essentials of new member acquisition and expanding share of wallet, providing a clear blueprint for leveraging AI to achieve these goals. This discussion isn’t just...
info_outlineIt's no longer enough for credit union contact centers to simply answer questions and resolve issues. To remain competitive and ensure sustained growth, credit unions need to transition their contact centers from mere service providers to revenue-generating powerhouses.
Join us in this enlightening episode as we delve deep into how credit unions can revolutionize their contact centers and turn every member interaction into a potential growth opportunity.
Today’s guest on the Banking on Experience Podcast is Darlene Hilton, VP of Member Services at Lone Star Credit Union.
Darlene is here to bring you actionable steps on how to transition your contact center from a service-only approach to a sales-focused environment, without sacrificing the member service excellence that credit unions are known for.
Join us as we explore how to leverage technology to better understand member needs, how to train your staff to identify and seize opportunities, and how to create a culture that fosters growth while maintaining the trust and integrity at the heart of your credit union.
This episode is a must-listen for credit union leaders, contact center managers, and anyone in the credit union space seeking innovative ways to drive growth and transform their contact center into a dynamic, member-centric sales engine. Tune in and discover how to maximize your credit union's growth potential in the era of digital and relationship banking.