Next Best Action: How Banks and Credit Unions Adapt, Evolve, and Grow

About Next Best Action: How Banks and Credit Unions Adapt, Evolve, and Grow

Next Best Action is a podcast about the people rethinking how banks and credit unions build stronger relationships. Hosted by Alex Jimenez, Managing Director of Consulting at Finalytics.ai, each episode features candid conversations with executives, marketers, digital leaders, and innovators shaping the future of financial services. From engagement and growth to loyalty and digital transformation, the show explores what it takes to build better banking.

Publisher

Alex Jimenez

Category

business

Language

en

Explicit

No

First episode

11 Jun 2026

Latest episode

15 Oct 2026

Latest episodes

10 episodes in the feed.

1. 

   15 Oct 2026

   How AI Is Changing the Way Customers Discover Banks and Credit Unions

   How can banks and credit unions ensure they show up when a customer asks ChatGPT for mortgage rates or account options? With over 20 years as a fintech and marketing strategist, Steven explains why the age of "blue links" on Google is declining and why the early stages of the customer journey are now beginning on AI platforms like ChatGPT, Gemini, and Claude. Steven breaks down the critical difference between traditional SEO and AI visibility, explaining that it's not just about showing up, but about showing up in a way that reflects your institution's unique differentiation. In This Episode: [00:01] Welcome and Introduction [01:05] Why AI Visibility Matters: The Shift in Consumer Behavior [04:20] What Determines If a Bank Shows Up in an AI Answer? [06:14] The Rate Dilemma: Compliance, Hallucinations, and "Call Us" [08:16] The Biggest Misconception: AI Visibility is Not Just SEO [12:13] Inside the AI Visibility Audit: A 10-Point Methodology [15:57] How AI Visibility Improves the Human Experience [18:34] What to Fix First When a Competitor Shows Up and You Don't [22:03] The Connection Between AI Visibility and Personalization [23:53] The Future: Agentic Commerce and Its Impact on Banking [26:21] Rapid-Fire Round [27:46] Advice for Marketing Leaders: One Step to Take This Week [28:26] Closing and Wrap-Up Notable Quotes [01:32] "The age of blue links on Google is fast declining, and so if you want to be discovered, the point of entry is increasingly the AI platforms." — Steven Ramirez [08:16] "I think that the misconception is that you can address it using the same process that you have been using for SEO... I think that that is wrong." — Steven Ramirez [22:09] "The lessons of AI visibility say that personalization is more important than ever because the simple, generic path just is not going to get you in front of the people who really are doing the exploration." — Steven Ramirez [28:00] "Take a close look at your current content. Is it easy to extract? Are there real answer blocks? Are you answering questions that people are likely to have?" — Steven Ramirez Our Guest Steven Ramirez is the CEO of Beyond the Arc, a consultancy that helps banks, fintechs, and financial services companies with go-to-market strategy, customer experience, and AI innovation. With over 20 years of experience as a fintech and marketing strategist, he is a recognized thought leader on the intersection of AI and financial services marketing. He is a frequent speaker at industry conferences and advises clients on navigating the complexities of AI visibility. About Alex Jimenez Alex 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 Finalytics.ai (http://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 (https://podcasts.apple.com/us/podcast/next-best-action-how-banks-and-credit-unions-adapt/id1896913689) Steven Ramirez Beyond the Arc (https://beyondthearc.com/) LinkedIn (http://linkedin.com/in/ramirezsj) Alex Jimenez Finalytics.ai (http://finalytics.ai) LinkedIn (https://www.linkedin.com/in/ralexjimenez) Resources and Links

2. 

   1 Oct 2026

   From Features to the Business: Why Digital Leaders Must Be Storytellers with Todd Purcell

   How do digital banking leaders transform an organization when they don’t own the P&L, the technology, or the people? In this episode of Next Best Action, host Alex Jimenez sits down with Todd Purcell, Senior Vice President and Head of Digital Strategy at TD Bank, to trace the evolution of digital banking, from the early days of dial-up internet to today’s AI-driven world. With more than 30 years of experience at J.P. Morgan Chase, American Express, Citi, and USAA, Todd has been at the forefront of that evolution, including helping develop and launch Chase’s first internet banking service. Todd explains why digital can no longer be treated as simply another channel, and why the strongest leaders focus less on features and more on business outcomes and customer experiences. He also gets candid about a major website redesign that faced internal resistance and the lessons it taught him about socialization. From becoming a "storyteller and connector" to building a truly conversational intelligent virtual assistant, Todd shares how leaders can influence change, align teams around a vision, and maintain ruthless focus. The most effective digital leaders lead through influence, acting as storytellers and connectors across the organization. AI represents a fundamental shift, but its true potential lies beyond deterministic chatbots in creating conversational, context-aware virtual assistants. The art of storytelling is a non-negotiable skill for leaders, required to convey a passionate vision succinctly and authentically. [00:01] Welcome and Introduction [01:00] Todd's First Job in Digital at Chase Manhattan [04:22] The Evolution from Feature Building to Experience Design [08:00] The Shift from Big Banks to Community Institutions [18:37] The Role of a Digital Leader: Storyteller and Connector [22:58] The Real Capability of AI in Financial Services [27:31] Rapid-Fire Round [29:52] Advice for Community Bank and Credit Union Leaders [30:53] Closing and Wrap-Up [07:22] "Banking is not that difficult... This should be an intuitive, frictionless experience that just makes it happen and helps in my journey, versus this... think about the navigation and the features." — Todd Purcell [28:50] "You have to be a storyteller that can convey something succinctly, passionately, and as if it's the first time you've ever told that story." — Todd Purcell Todd Purcell is Senior Vice President, Head of Digital Strategy at TD Bank. With over 30 years of experience, he is a veteran leader in digital transformation and financial services marketing. Throughout his career, Todd has led major digital initiatives and customer experience strategies for top-tier brands, including American Express, Citi, USAA, and Webster Bank. He began his digital banking career at J.P. Morgan Chase, where he developed and launched the bank's first internet banking service. 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. Finalytics.ai (http://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. Todd Purcell TD Bank (https://www.td.com/us/en/personal-banking) LinkedIn (https://www.linkedin.com/in/toddapurcell) Alex Jimenez Finalytics.ai (http://finalytics.ai) LinkedIn (https://www.linkedin.com/in/ralexjimenez)

3. 

   17 Sept 2026

   Why Community Could Be a Credit Union’s Strongest Growth Strategy

   What does it actually mean to be a community-first credit union, and how do you keep that promise as you grow beyond 300,000 members?In this episode of Next Best Action, host Alex Jimenez sits down with Neville Billimoria, Chief Marketing Officer of Mission Fed Credit Union in San Diego. Neville brings more than two decades of experience at Mission Fed, most recently stepping into the CMO role after years leading membership and community advocacy. Together, they explore what it takes to build a credit union where members genuinely feel they belong, not as a marketing tagline, but as a lived reality.Neville shares how Mission Fed differentiates in a crowded market through a "member intimacy" strategy, anchored in the belief that advocacy (even if it means sending a member elsewhere) earns lifetime loyalty. He traces the evolution of business from profit-first to purpose-first, arguing that community isn't just a nice-to-have but a strategic pillar that drives growth. The conversation also covers the power of culture over strategy, the importance of employee care as the foundation for member care, and how hyperlocal focus gives Mission Fed an edge over larger national players.From his early days as an immigrant arriving with one suitcase to his current role leading one of California's largest credit unions, Neville offers a deeply personal and philosophical take on why belonging matters, and how financial institutions can build it, one interaction at a time.In This Episode:[00:00] Welcome and Introduction[00:26] Meet Neville Bilmoria[01:29] Chief Advocacy Officer Origins[03:55] From Agency to Credit Union[05:27] Belonging and Inclusion Story[08:25] Community as Growth Engine[09:10] Purpose-First Business Model[11:11] Making Community Strategic[14:46] Scaling Care and Personalization[16:03] Advice for Marketers[18:02] Rapid-Fire Round[19:56] Rethinking Profit and Advocacy[22:25] Closing and Wrap-UpOur GuestNeville Billimoria is Chief Marketing Officer of Mission Fed Credit Union in San Diego, California. He has spent more than two decades at Mission Fed, serving in leadership roles across membership, advocacy, marketing, and communications before stepping into the CMO role. His work centers on member advocacy, community engagement, organizational culture, and purpose-driven growth. Beyond Mission Fed, Neville serves on boards across San Diego and has taught martial arts, yoga, and meditation at UC San Diego. He has also been recognized by the San Diego Business Journal for his nonprofit, corporate citizenship, and Asian Pacific Islander leadership.About Alex JimenezAlex 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.aiFinalytics.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.Resources and LinksNext Best Action⁠Link⁠ (https://podcasts.apple.com/us/podcast/next-best-action-how-banks-and-credit-unions-adapt/id1896913689)Neville Billimoria Mission Fed Credit Union (https://www.missionfed.com/)LinkedIn (https://www.linkedin.com/in/nevillebillimoria/)Alex JimenezFinalytics.ai (https://finalytics.ai/)⁠LinkedIn⁠ (https://www.linkedin.com/in/ralexjimenez/)

4. 

   3 Sept 2026

   How Smaller FIs Win on Value, Speed, and Community

   What does it take for credit unions to compete with national banks and fintechs without trying to become fintechs themselves? And why are we still treating banks and credit unions like they’re fighting over the same pie when there’s room for everyone to win? Drawing from his extensive experience across big banks, regionals, and fintech, Miller shares how credit unions can out-execute larger institutions through mission-driven value, community engagement, and long-term thinking.Miller emphasizes three pillars of credit union competitiveness: delivering compelling member value through better rates and lower fees, offering digital experiences on par with national banks, and embedding deeply into local communities through initiatives like youth financial education. He also highlights the importance of consistency and reliability, what he calls "boring but essential", in building lasting member relationships.Tune in for candid insights and practical takeaways on how credit unions can compete, grow, and stay true to the values that set them apart.In This Episode:[00:27] Meet Kevin Miller and his path across financial services[01:35] What changes when you move from billions to millions[03:30] The difference between banks and credit unions[05:29] Three ways credit unions can compete[06:48] Building a competitive moat through community[07:53] The advantage of a longer planning horizon[08:59] How credit union governance shapes risk-taking[11:06] Attracting talent from larger financial institutions[13:36] What it really takes to make relationships real[14:15] Why consistency may be the real secret sauce[17:01] Where community institutions are most exposed to fintechs[18:06] Using partnerships to fill capability gaps[20:13] Why banks and fintechs keep finding ways to partner[21:02] What makes the U.S. financial system different[22:14] Consolidation, scale, and the future of credit unions[24:08] How regulation affects growth and scale[25:47] Lightning round[26:57] The one thing Kevin would change about banking[27:05] Wrap up and thanksOur GuestKevin Miller is President and CEO of Travis Credit Union, a $5 billion institution serving members across California. He brings deep experience from both large and mid-size banks, having held senior roles at Bank of America, Santander Bank, TCF Bank, and BMO Harris. Kevin also spent time in the fintech space, giving him a rare view of all three sides of the financial services ecosystem, big banking, regional banking, and credit unions. He is a passionate advocate for member-focused strategy, talent development, and mission-driven leadership.About Alex JimenezAlex 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.aiFinalytics.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.Resources and Links Next Best ActionLink (https://podcasts.apple.com/us/podcast/next-best-action-how-banks-and-credit-unions-adapt/id1896913689)Kevin MillerLinkedIn (https://www.linkedin.com/in/tkevinmiller/)Travis Credit Union (https://www.traviscu.org/)Alex JimenezFinalytics.ai (https://finalytics.ai/)LinkedIn (https://www.linkedin.com/in/ralexjimenez/)

5. 

   20 Aug 2026

   Strategy Over Outcomes: How to Partner With Fintechs the Right Way

   What community banks and credit unions get right when they start with strategy instead of chasing deposits? In this episode of Next Best Action, host Alex Jimenez sits down with Chris Rigoni, EVP, Head of Partner Banking and Payments at Axiom Bank. With more than a decade of experience working with fintechs at Evolve, Coastal Community Bank, Webster Bank, Sterling National, and BBVA, Chris shares practical lessons on what separates successful partnerships from expensive failures.The conversation begins with the OCC's recent approval of new fintech charters and what that could mean for the future of Banking as a Service. Chris explains why sponsor banking will continue to play an important role, why many fintechs still won't want to become banks, and how increased regulatory oversight could influence the way fintechs innovate.Chris then breaks down the biggest mistakes financial institutions make when pursuing fintech partnerships. He explains why banks often confuse outcomes like deposits or fee income with strategy, chase new technologies without a clear objective, and expand into areas where they lack the expertise to succeed. He also discusses the importance of building on an institution's strengths, hiring specialized talent, and creating products around customer needs instead of technology.Alex and Chris also explore embedded finance, AI, and the future of banking experiences before closing with practical advice on building partnerships based on shared expectations, trust, clear strategy, and long-term success instead of short-term hype.In This Episode:[00:37] Introduction to Chris Rigoni[01:26] The future of banking-as-a-service[04:32] Common mistakes in fintech partnerships[08:42] Developing strategic thinking in smaller institutions[11:43] Lessons from payments innovation[15:26] The rise of embedded finance[18:20] The threat of super apps and AI[19:44] What fintechs get wrong about banks[21:28] Creating successful, scalable partnerships[24:39] The one question a CEO must answer[27:53] Lightning round [29:11] Wrap up and thanks Our GuestChris Rigoni is EVP, Head of Partner Banking and Payments at Axiom Bank. He has spent more than a decade building and leading fintech partnerships at some of the most innovative sponsor banks in the country, including Evolve Bank & Trust, Coastal Community Bank, Webster Bank, Sterling National Bank, and BBVA. He also brings consulting experience from Level.io, giving him a 360-degree view of both the bank and fintech sides of the partnership equation. Chris is a recognized expert in Banking as a Service, payments innovation, and the regulatory dynamics that shape fintech collaboration.About Alex JimenezAlex 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.aiFinalytics.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. Resources and Links Next Best Action (https://replaio.com/podcasts/next-best-action-how-banks-and-credit-unions-adapt-evolve-and-grow-SukVgZ) Chris RigoniLinkedIn (https://www.linkedin.com/in/chrisrigoni/)Axiom Bank (https://share.google/t2VSRAXKxWDssiFw3)Alex JimenezFinalytics.ai (https://finalytics.ai/)LinkedIn (https://www.linkedin.com/in/ralexjimenez/)

6. 

   6 Aug 2026

   What Makes a Strong Chief Digital Officer?

   What does it actually take to be a successful Chief Digital Officer in banking? In this episode of Next Best Action, host Alex Jimenez sits down with Jay Tkachuk, a seasoned digital banking leader with 18 years of experience at Security Service Federal Credit Union and Golden 1 Credit Union. Together, they pull back the curtain on one of the most misunderstood roles in financial services: the Chief Digital Officer. The conversation explores why the CDO title means something different at every institution and why that ambiguity is both a challenge and an opportunity. Jay explains that the role goes far beyond managing a mobile app or website. It requires a unique combination of technology expertise, business strategy, marketing knowledge, and the ability to build alignment across teams. He also shares hard-earned lessons on navigating competing priorities with marketing, IT, and operations, and explains why strong support from the CEO is essential for meaningful transformation. Alex and Jay also discuss how digital banking has evolved from an alternative channel for younger customers into the primary experience that shapes the entire member relationship. They reflect on the pandemic's role in accelerating that shift, the continued importance of branches and call centers, and why delivering a truly seamless omnichannel experience remains a challenge for many financial institutions. If you're leading digital transformation, hiring a Chief Digital Officer, or preparing for a digital leadership role, this episode is full of practical insights you won't want to miss. In This Episode: [00:00] Welcome and guest introduction [01:14] Defining the modern Chief Digital Officer [03:50] Why digital leadership creates organizational friction [06:36] Where digital leaders should report [09:13] How digital banking has evolved [13:54] Innovation beyond digital channels [14:34] Building trust across the organization [17:25] Why CEO support determines success [19:10] Choosing the right technology partners [23:44] Hiring the right Chief Digital Officer [25:40] Lightning round [28:19] One step forward challenge [28:39] Wrap up and thanks Our Guest Jay Tkachuk is a seasoned digital banking leader with 18 years of experience across the credit union industry. He most recently served at Golden 1 Credit Union and previously held a long tenure at Security Service Federal Credit Union, where he helped lead digital transformation efforts from the early days of online banking through the rise of omnichannel and AI-powered experiences. Jay brings a rare combination of deep technical expertise, strategic vision, and practical change management experience to every conversation on digital leadership. 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 Jay Tkachuk LinkedIn (https://www.linkedin.com/in/jaytkachuk) Golden 1 Credit Union (https://www.golden1.com/) Alex Jimenez Finalytics.ai (http://finalytics.ai) LinkedIn (https://www.linkedin.com/in/ralexjimenez) About Alex Jimenez Alex 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 (http://finalytics.ai)

7. 

   23 Jul 2026

   Why Does Data Strategy Fail Even When You Have More Data Than Ever?

   Why do so many banks and credit unions sit on mountains of data and still struggle to use it? The problem is rarely the data itself. In this episode of Next Best Action, host Alex Jimenez sits down with Lauren Kessler, Director of Marketing Analytics and Sales at BankFont Credit Union, to tackle one of the most persistent challenges in community banking: why data strategy so often fails to deliver results. Lauren brings a unique perspective, having spent eight years in banking analytics after a career in hospitality with Hilton and Marriott, industries that are "leagues ahead" of financial services when it comes to behavioral analytics. Together, they explore why community banks and credit unions sit on mountains of data but struggle to translate it into action. The conversation cuts through the noise to reveal that the real obstacles aren't technical. They're cultural. From data silos that emerge with every new platform, to analysts who get lost in rabbit holes chasing perfect accuracy, to leaders who confuse reports with insights, this episode explores what it actually takes to build a data-driven organization. If you're a banking leader trying to get more value from your data, improve decision-making, or prepare your institution for an AI-driven future, this episode offers practical lessons you can put to work immediately. In This Episode: [00:00] Welcome and guest introduction [01:12] Why data strategies fail [03:15] The real source of data silos [05:55] Why every institution needs data expertise [06:28] Data ownership vs. shared governance [09:02] Building better data governance [12:08] Lessons from hospitality [16:08] Turning insights into action [18:52] Storytelling in the age of AI [19:15] Culture drives better decisions [22:08] Has banking improved? [24:08] Lightning round [27:42] One step forward challenge [28:39] Wrap up and thanks Notable Quotes [00:13:27] "Hospitality is really playing chess, whereas financial services is scratching tic-tac-toe." — Lauren Kessler [00:16:30] "There's no report or graph that's gonna tell you how to generate revenue." — Lauren Kessler [00:18:50] "Storytelling is really something that Claude and ChatGPT cannot do well." — Lauren Kessler Our Guest Lauren Kessler is Director of Marketing Analytics and Sales at BankFont Credit Union, where she leads data strategy, analytics, and sales teams. With over eight years in banking, she previously managed digital banking strategy and analytics at PenFed Credit Union. Before entering financial services, Lauren held marketing and product management roles at Hilton and Marriott, giving her a rare cross-industry perspective on customer experience and behavioral analytics. 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 Lauren Kessler LinkedIn (https://www.linkedin.com/in/lauren-kessler-6976798) BankFont Credit Union (https://bfsfcu.org/) Alex Jimenez Finalytics.ai (http://finalytics.ai) LinkedIn (https://www.linkedin.com/in/ralexjimenez) 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 (http://finalytics.ai)

8. 

   9 Jul 2026

   Why do Digital Banking Transformations Stall Before they Even Start?

   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 (https://www.linkedin.com/in/carrieannecormier) BankSmart Studio (https://www.banksmartstudio.com/) The Carrie Show (YouTube) (https://www.youtube.com/c/TheCarrieShow) Alex Jimenez Finalytics.ai (http://finalytics.ai) LinkedIn (https://www.linkedin.com/in/ralexjimenez) 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 (http://finalytics.ai)

9. 

   25 Jun 2026

   How Digital Plays a Big Role in How Community Institutions Provide Relationship Banking

   What happens to relationship banking when the branch disappears and everything moves to a screen? For nearly two decades, banks have been racing to digitize, but something fundamental has been lost along the way, the human connection that built trust in the first place. In this premiere episode of Next Best Action, host Alex Jimenez sits down with Scott Hurlbert, SVP of Digital Channels at Provident Bank and a 19-year veteran of digital banking. Together, they explore how community banks and credit unions can bridge the gap between high-tech convenience and high-touch relationships. From navigating mergers to leveraging data for personalization, Scott shares hard-won lessons on what it really takes to build trust when there's no banker in the room. If you're a banking leader trying to compete with the J.P. Morgan's of the world while staying true to your community roots, this conversation is your playbook. Key Takeaways Trust is the foundation of relationship banking, regardless of channel. Don't solve the same problems as the mega-banks. Leverage your advantages. Employees must use the technology they're selling. Mergers demand a people-first approach before anything else Omni-channel is about eliminating friction, not just connecting systems. Personalization is about emotional connection, not just data relevance. Failure only becomes valuable when you allow yourself to feel it. In This Episode: [01:17] Introduction to digital banking’s evolution [02:07] Defining digital relationship banking [03:31] Deepening digital relationships [05:03] The role of open banking [06:12] Competing with large banks on personalization [09:00] Investing in people and technology [10:45] Integrating brand into vendor platforms [12:03] Engaging employees with digital offerings [15:04] Managing culture during mergers [18:14] Creating a true omnichannel experience [21:52] Industry progress in digital relationship banking [24:05] Lightning round [25:27] A challenge to banking leaders Notable Quotes [15:39] "If you don't take care of your people, they won't take care of your customers. That goes to 11 in a merger and acquisition space." - Scott Hurlbert Resources and Links About Our Guest Scott Hurlbert is Senior Vice President of Digital Channels at Provident Bank in New Jersey, bringing 19 years of digital banking experience. He has navigated numerous mergers and acquisitions throughout his career, including the M&T acquisition of Peoples United and the Lakeland-Provident merger. Scott is a passionate advocate for putting people both employees and customers, at the center of digital transformation. Scott Hurlbert ⁠LinkedIn⁠ (https://www.linkedin.com/in/hurlbert) ⁠Provident Bank (https://www.provident.bank/) About Our Host 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. Alex Jimenez ⁠⁠Finalytics.ai⁠⁠ (http://finalytics.ai) ⁠⁠LinkedIn⁠⁠ (https://www.linkedin.com/in/ralexjimenez) About ⁠Finalytics.ai (http://finalytics.ai) 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.

10. 

    11 Jun 2026

    Trailer

    Next Best Action is a podcast about the people rethinking how banks and credit unions build stronger relationships. Hosted by Alex Jimenez, Managing Director of Consulting at Finalytics.ai, each episode features candid conversations with executives, marketers, digital leaders, and innovators shaping the future of financial services. From engagement and growth to loyalty and digital transformation, the show explores what it takes to build better banking.

Reach and audience

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Apple Podcasts (US)

5.0 / 5

4 ratings

Spotify

5.0 / 5

1 ratings

Contact Next Best Action: How Banks and Credit Unions Adapt, Evolve, and Grow

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Books guests

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