Podcast

When people interact with a financial institution, they expect to be treated fairly. It’s not too much to ask, yet the complaint files suggest there may be gaps between the goal and the reality.

Digital banking has gained momentum as COVID-19 has dried up branch visits and face-to-face interactions. BAI's Mark Riddle and Jason Mencias discuss digital banking trends, what different demographics value and how financial institutions are handling the pandemic's disruptions.

Brian Wallace, general manager for banking at Reflexis Systems, joins us with insights on what banks and credit unions can learn from the COVID-19 experience in making their branch operations more efficient.

SAS principals David Williams and Joan McGowan share insights on how the COVID-19 pandemic has accelerated the trend toward digital, and how banks and credit unions can modernize their digital CX to gain a competitive advantage.

What is the DEI landscape like within banks and credit unions? What can these organizations do to address long-standing issues of race and inequality? Diane Ashley, CEO of DTA Diversity Counts and former chief diversity officer at the Federal Reserve Bank of New York, shares her insights.

D.J. Haskins, head of marketing at SilverCloud, shares what he's seeing from clients as a result of the pandemic, and how the lessons learned this spring may change customer support in the years ahead.

Vanessa Colella, chief innovation officer at Citi and head of its Citi Ventures equity investing arm, talks about how financial institutions can -- and why they should -- embrace a culture that encourages and rewards innovation.

BAI CEO Debbie Bianucci discusses why banks are well-positioned to deal with the COVID-19 disruption, and what they can and should be doing for their customers to help them get through these unprecedented times.

 The federal Paycheck Protection Program was built for speed — get Congress to expedite the loan funding and then get it out ASAP to small businesses reeling from the coronavirus shutdowns.

Generation Z may have grown up as digital natives, but when it comes to banking, they’re not just about the technology.