The Finance Frontier

The way we think about customer experience has changed dramatically in recent years. For banks with legacy systems to wrangle, adapting to change does not come quickly or easily. In this episode, we're talking with First Interstate Bank out of Montana, which is a shining example of one bank that is getting it right when it comes to customer experience. Hear from EVP and Chief Banking Officer Renee Newman, and Director of Digital Strategy and Client Experience Josh Botnen about how First Interstate has approached a top down change to customer engagement, and how that comes to life in the field.

Customer experience means vastly different things to different people so Eric hits the road – polling attendees at the Consumer Bankers Association’s annual conference. In this episode, practitioners and industry professionals weigh in on their customer experience initiatives, biggest CX challenges, and more. Hear from: Jackie Buonassisi, VP of Omnichannel, US Bank Gavin Geraci, COO, PNC Business Banking Phil Leininger, Head of Omni Channel Sales and Service, USAA Andrew Domino, COO, Bridgeforce Robert Lamb, Customer Engagement Manager, CDW Tony Warden, Head of Loan Resolutions, TDECU Peter Ungerleider, Senior Manager, FI Consulting

In this interview with Richard Hunt, the “Cajun Banker,” we talk about everything from the current regulatory environment, to predictions for M&A activity in the next 5 years, to why he views now as the golden window for banking.  If you don’t know Richard Hunt, he’s definitely a member of the “Who’s Who” in retail banking. As President and CEO of the Consumer Bankers Association since 2009, Richard has been representing the industry and frequently sharing his candid thoughts with policymakers, stakeholders, and the media. He has testified before Congress on a number of issues related to retail banking and continues to advocate for and on behalf of the nation’s banks.

KayCee Murray, SVP of Information Technology at Numerica Credit Union, discusses her experiences leading Numerica into the realm of voice banking through Alexa. KayCee championed the voice banking initiative, a move that earned Numerica a ‘pioneering institution’ designation by the Financial Brand. But like all pioneers, KayCee and her team learned a few things the hard way. Hear about dealing with Amazon, the pros of voice banking, and the journey towards widespread consumer adoption of the new feature.

The Hollywood idea of Artificial Intelligence has a long history in popular culture. In reality, the AI we know and use is much more limited. Are AI proponents over-stating its benefits and driving too much hype? Can the technology live up to the expectations? In this episode, Eric speaks with Thomas Nield, AI influencer and author of the popular article, ‘Is Another AI Winter Coming?” They discuss the realities of AI, why popular (mis)understandings of the technology can be dangerous for companies looking to implement it, and some very real fears for the future of AI in finance. 

Artificial Intelligence (AI) has been a buzzword for quite some time. Banks are announcing AI-enabled programs, but how does that actually play out in financial services? In this episode, Eric speaks with Tracey Fieber and Gary Melling of Acquired Insights about AI adoption in North America, the prevalence of AI throughout the rest of the world, and the fact that, in Tracey’s words: “AI is here now.”

Artificial Intelligence conjures up a wide range of images in the collective consciousness. From killer robots to mechanical galactic overlords, we are fascinated with – and fearful of – sentient machines. Is that rooted in reality, or is the application of AI more mundane and (perhaps) beneficial? In this episode, Eric is joined by co-host Dominic Artzis to shake things up in the studio. Pop quizzes, movie quotes and more abound as we kick off our series on artificial intelligence, its applications in finance, and whether it will save us all – or destroy our lives.

In the UK, Open Banking and the revised EU Payment Services Directive (PSD2) have been heralded as the sea changes that will benefit everyone’s finances. They were officially launched on January 18, 2018. Fourteen months on, what has come of it?  In this episode, Eric speaks with Jonathan Musto, Head of Development at Zoot Enterprises in Europe. They discuss what has transpired since the 9 top banks in the UK were forced to comply with new regulations around data sharing. Listen and learn, from the direct experience of someone living through the change, about wide ranging impacts that include changes in customer sentiment and the idea of ‘self-driving banking’.

In Europe, Open Banking is the latest iteration of digital transformation. But what about trends in the US? How can banks and fintechs respond to the rapidly changing landscape, and meet increasing consumer demands for ease of use and interoperability while maintaining security? Listen to this discussion with Nick Thomas, co-founder and President of Finicity to hear how the digital revolution is playing out in finance.

If financial inclusion is the birthday cake, alternative data is the flour. And the eggs. And sometimes, the icing. In this episode of The Finance Frontier, host Eric Hathaway is joined in the studio by Zach Tondre, Director of Strategy for the Digital Economy at LexisNexis. Eric and Zach discuss the importance of alternative data to complement traditional credit reports and to inform lenders about potential new customers. With a wide range of alternative data available, banks have a whole new way to understand their customers, and provide them with the products and services that they desperately need. And that is definitely something to celebrate.

Sangram Vajre has quickly built a reputation as one of the leading minds in B2B marketing. Before co-founding Terminus, a SaaS platform for account-based marketing, Sangram led the marketing team at Salesforce Pardot. He has spoken on the topic of marketing technology around the world and is the mastermind behind #FlipMyFunnel. Sangram’s path to success hasn’t been easy, however – he immigrated to the US at the age of 25, with no credit and $350 dollars in his pocket. In this episode, Eric and Sangram discuss Sangram’s financial journey in the US, as well as how the ‘immigrant mentality’ has helped Sangram to lead several successful businesses.

With the global rise in fintech startups, a common theme we see is the goal to improve financial inclusion for people who are traditionally left out. But are the new companies in the space ready for the realities of what it means to be a financial service provider? In this episode of The Finance Frontier, host Eric Hathaway speaks with Patrick Traynor, author of the new report “Digital Finance and Data Security” and Pablo Anton Diaz, research manager at the Center for Financial Inclusion. They explore what happens when systems designed to dramatically expand financial inclusion are poorly designed and executed, and talk through what new companies need to take into account as they break into the market.

In this episode of The Finance Frontier, host Eric Hathaway speaks with Maelis Carraro, program manager of Catalyst Fund. Their lively discussion focuses on how fintech companies are using innovative approaches to address the financial needs of billions of unbanked and underbanked consumers. From advancing payment technology to creating platforms that let lenders and farmers calculate the value of rural agriculture, fintech innovation is helping to meet the needs of the world’s poorest and most financially excluded.

We often take financial services for granted, especially when we have ready access to things like credit cards and bank accounts. But there are billions of people who do not have that access, making them susceptible to all kinds of situations that the rest of us never think about. Like, what happens when you are an executive who immigrates to the US, but you leave behind your credit history? Or when you are a subsistence farmer in rural India and you lose your house and crops to a mudslide - but you have no insurance? In this episode, host Eric Hathaway talks with The Finance Frontier Producer, Sara Tatnall, about what financial inclusion means and why it matters to finance professionals.

In this bonus episode, Eric speaks with an individual living in the Atlanta area who was a victim of identity theft. Their conversation explores how financial fraud gives companies the chance to deliver excellent customer experiences – or terrible ones. Listen and learn what financial institutions, retailers, and the rest of us need to do to get it right.