The technology is often the easiest part. The real obstacles are culture, leadership, and the invisible rules that govern how people work. In this episode of Next Best Action, host Alex Jimenez sits down with CarrieAnne Cormier, founder of BankSmart Studio and former COO of IC Credit Union. Together, they pull back the curtain on why so many digital transformations at community banks and credit unions fail to gain momentum. CarrieAnne shares hard-won lessons from the trenches, from her early days at Avidia Bank to her COO role, revealing that the biggest red flags have nothing to do with the tech stack. From "analysis paralysis" and misaligned language to leaders who don't use their own apps, this conversation is a masterclass in what it actually takes to create a culture of digital transformation. If you're a banking leader frustrated by slow progress, endless meetings, or a team that treats digital like a "side project," this episode is your wake-up call. Key Takeaways Culture determines the success of digital transformation long before technology does. Clear, consistent communication prevents unrealistic expectations and stalled projects. Employees should actively use and understand the digital products they recommend to customers. Following customer behavior and market trends matters more than relying on outdated marketing assumptions. In This Episode: [00:00] Welcome and guest intro [00:47] BankSmart Studio origin [01:59] Why transformations stall [02:47] Culture red flags [04:07] Decision fatigue trap [05:35] Momentum in the trenches [07:30] Language alignment matters [09:44] Leadership ownership [11:20] Digital as side project [12:50] Cross functional tech table [14:31] Who owns digital [17:11] Picking the right vendors [19:12] Culture that enables change [20:08] Use your own tech [22:30] Lightning round [25:34] One step forward challenge [26:44] Wrap up and thanks Notable Quotes [08:29] "A lot of it is the same platform, color-coded with new wallpaper." — CarrieAnne Cormier [11:38] "Digital is still being treated like a side project at most organizations." — CarrieAnne Cormier Our Guest CarrieAnne Cormier is the founder of BankSmart Studio, where she helps banks and credit unions navigate digital transformation through coaching, consulting, and practical leadership insights. A former Chief Operating Officer at IC Credit Union and Vice President of Retail Operations and Strategy at Avidia Bank, she brings executive-level experience leading digital initiatives, organizational change, and operational strategy. Carrie also hosts The Carrie Show on YouTube, where she explores the future of banking with candid conversations and actionable advice. Finalytics.ai is the financial intelligence layer beneath the digital experiences that community banks and credit unions use to grow. The platform understands each user's behavior, predicts what they need next, and orchestrates the right experience across every channel, from the public website to online banking to email. Every decision is governed, explainable, and tied to a funded outcome. The results are measured, not projected: institutions on the platform have seen up to 26.7x lift in funded loans from AI-assisted discovery. The intelligence compounds with every decision, which means the platform gets smarter the longer it runs. Next Best Action Link CarrieAnne Cormier LinkedIn BankSmart Studio The Carrie Show (YouTube) Alex Jimenez Finalytics.ai LinkedIn About Alex Jimenez Alex Jimenez is Managing Director of Consulting at Finalytics.ai, where he helps credit unions and community banks translate behavioral data into growth strategies. He has spent 29 years in financial services, holding senior roles at Bank of America, Zions Bancorporation, Backbase, and EPAM. He has chaired the Consumer Bankers Association's Digital Channel Committee and served as a founding member of the American Bankers Association's Fintech Committee. About Finalytics.ai
