Podcast
Banking on Experience powered by BUSINESSNEXT
Hosted by Andrew Piron & Joshua Barclay · EN
Come hear from the voices of people working at financial institutions all over the world – the voices doing the work, driving change, creating a movement, and building the financial industry into a more positive and innovative place. No topic is untouchable as we discuss everything from DEI and leadership to culture, lending, and so much more. Sponsored by BUSINESSNEXT, a CRM platform built for Banks and Credit Unions where they value the opportunity to Simplify Work, Drive Growth, and Deliver on Experience.
17episodes
Episodes
Newest firstAll episodes
What It Actually Takes to Turn New Members into Real Financial Relationships
Mar 200:29:33Tap to summarizeThe NCUA reports that 64% of new credit union members show zero activity beyond opening their account. That's not a growth problem — it's an activation problem. And in this episode, we get into exactly how to fix it. Joining host Joshua Barclay are Matt Fehrmann, CIO of Kohler Credit Union, and Har Rai Khalsa, CEO and co-founder of Swaystack. Together, they bring real-world experience and concrete solutions to some of the most stubborn challenges in member engagement. In this episode: Why email isn't dead — and when to stop using it What it actually takes to activate a new member before they go dormant How Kohler Credit Union drove 40% of digital banking enrollments through guided onboarding workflows The truth about indirect lending: fewer than 1 in 20 indirect borrowers ever deepen the relationship — and how to change that How Kohler navigated a merger with Shipbuilders Credit Union, onboarding 5,500 members over a single weekend with zero open issues by Tuesday Why tracking account opens without tracking account utilization is leaving millions on the table Banking on Experience is sponsored by BusinessNext — the CRM built for credit unions and banks. Want to see it in action? Watch a demo here.
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What Matters Most for Credit Unions in 2026
Jan 700:20:59Tap to summarizeWith thousands of credit union-related conversations under his belt, CU Broadcast host Mike Lawson has his finger on the pulse of the industry like few others. So we asked him point blank: after everything you heard in 2025, what should be top of mind for credit union leaders heading into next year? His answer? A wake-up call. In this episode, Mike Lawson and host Joshua Barclay dissect the uncomfortable truths facing credit unions—from an aging membership base that threatens the movement's long-term survival, to mega-mergers that risk eroding the "people helping people" DNA that makes credit unions different. We talk about what's actually working to attract younger members (hint: it's not just TikTok), why some credit unions are quietly dropping "credit union" from their names, and how AI is creating an arms race between fraudsters and the institutions trying to stop them. This podcast episode is sponsored by BusinessNext, the all-in-one CRM made for credit unions and community banks. If you want to see the BusinessNext CRM in action, you can watch a demo video by clicking this link.
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Better Risk Management starts With Unified Data
Dec 900:13:55Tap to summarizeMost financial institutions are swimming in risk right now: cyber threats, regulatory pressure, liquidity concerns, fast-moving competitors, and the accelerating impact of AI. But as Ed Vincent, CEO of Lumio Solutions, explains, the biggest threat isn't any of those individually. It's the fragmented data sitting behind them. In this episode, Ed breaks down why community banks and credit unions are essentially flying blind when their data lives in disconnected systems, spreadsheets, and legacy tools. He reveals why traditional, rear-view-mirror risk management leaves leaders reacting too late—and how unified, real-time data gives institutions the visibility to see what's coming before it hits. Ed also shares why inertia is the most dangerous force in the industry right now, and why leaders can't afford to wait for "perfect information" before taking action. From practical steps for building a data foundation, to examples of how unified data transforms forecasting, credit decisions, fraud detection, and board-level reporting, this conversation offers a roadmap for modern, forward-looking risk management. Want to see how BusinessNext actually works? Watch the demo right here.
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Building Teams That Scale: Beyond The Tech Stack
Nov 2500:16:16Tap to summarizeMost credit unions talk about digital transformation as a tech problem. But the real differentiator is not software. It is a strategy that starts with your people and your teams. According to McKinsey, about 70 percent of digital transformation initiatives fail to meet their goals, creating massive waste and stalled progress for financial institutions. This episode cuts through the noise by featuring someone who has actually delivered meaningful transformation in a real credit union. Jonah LaFollette, Chief Strategy Officer at Foothill Federal Credit Union, shares how his team transformed member experience by rethinking their entire approach. Instead of leading with shiny tools, Foothill Federal Credit Union started with a clear strategic framework, rebuilt its processes, moved critical systems to the cloud, and invested deeply in internal talent. The result: a culture that understands the "why" behind every decision. And a team confident enough to use technology to its fullest potential. You'll hear how Foothill Federal Credit Union: Went from on-prem systems and siloed data to real-time analytics. Built entirely new roles to own and champion critical systems like CRM and digital banking. Tripled consumer lending volume: from $3M to over $10M at peak. Opened 250+ digital memberships with 87% converting into loans or direct deposit. Used AI and cloud modernization to reduce reporting time from weeks to minutes. If you are looking for a grounded, strategic approach to digital transformation, this conversation lays out the first steps. Listen in and see how your teams can use technology to serve members more effectively. To watch a demo video of the BusinessNext CRM platform, click this link.
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Inside Jack Henry's Ambitious Strategy to Modernize The Core
Sep 300:21:11Tap to summarizeTired of hearing about costly, disruptive core conversions that sideline credit unions when they need to compete most? There's a better way forward. In this episode, host Joshua Barclay sits down with Brynn Ammon, President of Credit Union Solutions at Jack Henry, to explore how extending—not replacing—your core system could be the competitive advantage your credit union needs. You'll discover: Jack Henry's revolutionary approach using cloud-native microservices that integrate seamlessly with existing systems The shocking truth about member data: most credit unions have access to less than 25% of their members' complete financial picture How to build a unified data strategy that actually powers meaningful AI implementation Why fintechs are winning the membership battle and what credit unions can do about it The brutal reality: While credit unions debate AI strategies, they're losing market share to digital-first competitors who understand that great member experiences start with great data infrastructure. If you're a credit union leader feeling pressure to modernize without disrupting operations, this episode offers practical advice for competing in today's digital landscape while building on the foundation you already have. When it comes to your core banking system, stop thinking rip-and-replace. Start thinking extend and enhance.
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Breaking Down Banking Silos: The Highway To Unified Data
Aug 2000:27:10Tap to summarizeWhat do 300 high schoolers, a treacherous dirt road, and an epic keg party have to do with your bank's data strategy? Everything, according to Joshua Barclay and Nick Del Francia from BusinessNext. In this unique episode, Joshua shares a wild story from his Connecticut party-throwing days to illustrate banking's biggest challenge: it's not about your products (everyone sells the same checking accounts and credit cards), it's about the experience—the "road"—that leads customers to those products. You'll discover: Why 66% of consumers want personalized experiences, but only 42% actually receive financial guidance from their bank How data silos are quietly sabotaging customer loyalty across all generations The uncomfortable truth about why your AI strategy is "dead on arrival" without unified data Real examples of how fragmented systems create frustrated customers (and employees) A practical roadmap for creating the "paved road" experience that keeps customers coming back Based on a hit keynote speech at Future Branches Boston, this episode combines surprising statistics, practical insights, and some laughs about pink suit jackets and terrible Lifetime movies. If you're tired of point solutions creating more problems than they solve, this episode reveals why unified data isn't just nice to have—it's the prerequisite for AI and everything else you're trying to accomplish.
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AI Without Fear: The Compliance Playbook for Credit Unions
Jul 1700:34:57Tap to summarizeMost credit unions are trapped in AI paralysis. It's not because they don't want the competitive advantage, but because they're terrified of what happens when regulators come knocking. In this tactical episode of Banking on Experience, host Joshua Barclay sits down with Ray K. Ragan, Chief Information Officer at Securityplus Federal Credit Union, to solve the AI compliance puzzle once and for all—so credit unions can tap into the transformative use cases waiting on the other side. Ray isn't your typical credit union executive. As an Army Reserve officer who served on the Army AI Task Force and holds multiple AI patents, he's witnessed AI's evolution from military-grade applications to credit union boardrooms. His unique perspective bridges the gap between cutting-edge AI technology and regulatory reality. Want the compliance roadmap? We cover it: risk assessments, board sign-offs, examiner questions. Plus, Ray reveals some powerful, unique AI use cases that are specific to credit unions. If you've been waiting for a real-world answer to AI and compliance, this podcast episode is for you.
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Survival of the Data-Fittest: Win the Retention Race in Modern Banking
May 27, 202500:46:31Tap to summarizeWhat if the secret to member retention isn't more data—but better use of it? In this live episode of Banking on Experience, we tackle one of the biggest challenges facing credit unions today: keeping Members engaged in an era of limitless options and vanishing loyalty. You'll learn: Why 44% of new accounts go inactive within a year—and how to reverse it The high cost of fake personalization Real-world tactics that combine human connection and AI-powered insights How a Detroit Lions-themed CD campaign turned into a member engagement machine Why you don't need a data warehouse to start making data-driven decisions If you care about member relationships, operational efficiency, or turning data into action—this one's for you. Our expert panel brings real-world strategies to the table: Brad Shafton, SVP of Digital & IT at Magnifi Financial, shares how his team creates hyper-personalized member experiences that actually drive retention. Emily Sutton, Director of Marketing at Community Financial CU, reveals how creativity, community, and data came together to power a wildly successful Lions-themed CD campaign. Mitch Rutledge, CEO & Co-founder of Vertice AI, breaks down how to ditch siloed data and start delivering smarter, faster member engagement—without waiting years to unify every system. These aren't theorists—they're operators inside credit unions getting real results. Here's how they do it. Tune in and take notes.
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Why Bank of Idaho Bet Big on Acquisition – A Candid Talk with CEO Jeff Newgard
May 14, 202500:27:47Tap to summarizeBank of Idaho made headlines with its $245 million acquisition deal with Glacier Bancorp—a bold move at a time when community banks are battling rising regulatory pressure, digital disruption, and funding challenges. In this episode, Chairman, President & CEO Jeff Newgard shares: The key factors that drove the decision to sell The toughest leadership challenges during the transition How he approached cultural integration between two institutions The hard truths every community bank leader must face in today's fast-changing market Whether you're weighing an acquisition or simply trying to future-proof your financial institution, this episode offers real-world lessons you can't get from a playbook. Listen now to hear Jeff's brutally honest insights about M&A, leadership, and the future of community banking.
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The Real-Time Payments Fraud Dilemma: Why Faster Transactions Mean Bigger Risks
Mar 27, 202500:27:46Tap to summarizeReal-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 unions and community banks can shift from playing defense to going on the offensive, covering topics like: How fraudsters have evolved into sophisticated, AI-powered crime rings. Why traditional fraud detection tools aren't enough in a real-time payments world. How cutting-edge fraud prevention tech is helping FIs stay ahead of bad actors. The tricky balance between airtight security and seamless user experience. Fraud is no longer just a risk—it's a multi-billion-dollar industry. If credit unions and banks don't act now, they won't just lose money—they'll lose trust, members and customers, and their future. Don't wait until it's too late—tune in now and discover how to stay ahead of fraudsters before they strike. On another note: If you'd like to join us for our Demo Tuesday Sessions, where we demo the BUSINESSNEXT solution virtually and answer your CRM-related questions on Microsoft Teams, use this link to sign up.
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