Eric Hathaway, a 30-year veteran of the financial services industry, examines cutting-edge trends and issues that influence and shape global finance. Featuring diverse topics and leading industry experts as guests, The Finance Frontier podcast explores the changing face of banking, the impacts of technology on economics and how organizations are adapting to the digital revolution. Listen on demand to learn what bankers, finance professionals and others are working on as they improve their organizations and strive to deliver the experiences that their customers demand.
Putting Customers First
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.
In Their Own Words
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
Bullish on Banking
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.
Banking With Alexa
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.
Artificial Intelligence: Dreams vs Reality
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.
Ready for the Robots?
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.”
We all need to listen!
Each episode is a learning opportunity and always holds my full attention as these are life lessons. I have thoroughly enjoyed The Finance Frontier and the topics that are covered.
The financial inclusion mini series was so interesting, can’t wait for more!
This mini-series format is great, the host is very relatable and the guests are incredible!