Bank Customer Experience podcast

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The Agile Brand with Greg Kihlström®

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# 638: What's the ROI on those Big Game Ads? Featuring Nataly Kelly, CMO at Zappi 28:17

vor 8 Tagen28:17

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28:17

Much is made about the creative decisions in ads for the Big Game, but how does all that money, those requisite celebrity cameos, and everything else that goes into these multi-million dollar investments translate into Return on investment? Today we’re going to talk about what the numbers tell us from all those high-profile ads and who the winners and losers of the Advertising Bowl are in 2025. To help me discuss this topic, I’d like to welcome Nataly Kelly, CMO at Zappi, who unveiled their annual Super Bowl Ad Success report on Monday. We’re here to talk about the approach, the results, and what those results mean for brands that invested a lot of money - and time - into their campaigns. About Nataly Kelly I help companies unlock global growth For more than two decades, I have helped scale businesses across borders, as an executive at B2B SaaS and MarTech companies. I’m Chief Marketing Officer at Zappi, a consumer research platform. I spent nearly 8 years as a Vice President at HubSpot, a multi-billion-dollar public tech company, driving growth on the international side of the business. Having served as an executive at various tech companies, I’ve led teams spanning many functions, including Marketing, Sales, Product, and International Ops. I’m an award-winning marketing leader, a former Fulbright scholar, and an ongoing contributor to Harvard Business Review. I love working with interesting people and removing barriers to access. RESOURCES Zappi website: https://www.zappi.io/web/ Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company…

Bank Customer Experience

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The Bank Customer Experience Podcast offers a view into the hot topics affecting the banking world.

12 Episoden

#Tech #Business #High Performance Media and Events #High Performance Media #MBA #On Covid19

Bank Customer Experience

11 subscribers

updated vor 7 Tagen

Serie-Home•Feed

The Bank Customer Experience Podcast offers a view into the hot topics affecting the banking world.

12 Episoden

#Tech #Business #High Performance Media and Events #High Performance Media #MBA #On Covid19

Alle Folgen

Bank Customer Experience

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Smart cameras keep ATMs, branches safe 20:39

vor 7 Tagen20:39

20:39

Cameras are a common and necessary component of ATM and branch security. However, older cameras have issues ranging from poor quality recordings to weak points. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor of ATM Marketplace spoke with Joseph Parrillo, leader in the security solutions division, and Cody Anderson, implementations manager at Cook Solutions Group about how smart cameras can transform ATM and bank security. During the conversation, Parrillo and Anderson addresses a number of issues including: What are some of the issues with past camera technology? How expensive are smart cameras? Do these cameras require a DVR or NVR? How can they use AI? How does built-in analytics improve security? You can listen to the conversation in its entirety above.…

Bank Customer Experience

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Improving bank branch safety, security 15:19

vor 6 weeks15:19

15:19

In an era of increasing ATM thefts and bank initiatives to improve employee and customer experience, it's more important than ever for bank branches to implement safety and security plans. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, podcast host, spoke with Felix Nater, security expert and owner of Nater Associates LTD, about how banks can successfully implement safety plans. Nater discussed how security is top of mind for branches and other businesses but seldom implemented successfully. This is due in part to employees viewing security as incidental to their jobs, as they are not security experts. He offered guidance on topics such as: What are branches doing right and wrong about branch safety? How can banks help customers feel secure when using an outdoor ATM? How can banks help employees feel safe? How can banks and businesses empower employees on security and safety protocols. How can banks reinforce security lessons. What about employee conflicts? Listen to the podcast in its entirety above.…

Bank Customer Experience

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Should financial institutions consolidate to 1 vendor? 22:40

vor 10 weeks22:40

22:40

Financial institutions commonly have to deal with multiple vendors even for a single device like an ATM. This can cause significant strain on resources, time and management as banks have to handle all of these vendors at once. In such cases, it may be worth it for banks to consider working with one vendor for a variety of technology needs from ATM installation to security, digital tools and more. In today's episode of the Bank Customer Experience Summit podcast, Bradley Cooper, editor of ATM Marketplace spoke with Brian Alfano, COO of Oregon Community Credit Union and Scott Fieber, chief strategy officer at Cook Solutions Group to learn more about the pros and cons of moving away from many vendors to one. During the podcast, the panelists provided expert insights into the following topics: What are the biggest problems with managing multiple tech vendors? What are the primary advantages of moving to one vendor? How can banks strategize to get the best deal? What's the cost factor in all of this? What solutions does Cook Solutions Group provide? Listen to the podcast in full above.…

Bank Customer Experience

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What are the top future banking trends? 15:12

vor 15 weeks15:12

15:12

From the growth of AI chatbots and tools to branch renovations, banks are dealing with multiple emerging(and older) trends on a daily basis. OneUnited Bank , the largest Black-owned bank, has been at the forefront of digital innovation, including AI tools. In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Erin Cohee, VP of user experience and business development at OneUnited Bank to learn more about top banking trends. During the podcast, Cohee discussed several trends including: What's new in branches. What's new in digital banking. What's new in employee training. What role will AI play in banks. You can listen to the full interview above.…

Bank Customer Experience

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What's new in bank CX? 14:05

vor 18 weeks14:05

14:05

One of the biggest moving targets for banks or any business is customer expectations. They are constantly changing and volving as customers become more used to automated, tailored experiences. How can banks meet these expectations and deliver a good customer experience? Marbue Brown, founder of the Customer Obsession Advantage and veteran banker, discussed what's new in bank CX in today's episode of the Bank Customer Experience Podcast. Bradley Cooper, editor of ATM Marketplace spoke with Brown live at the Bank Customer Experience Summit held in Charlotte from Sept. 9 to 11, 2024 about a variety of topics including: What's the biggest areas banks are investing in for CX in 2024? What role does AI really play? What role do branches play? How can banks meet customer expectations? You can watch the podcast in full above.…

Bank Customer Experience

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What's on the horizon for TCRs? 17:19

vor 23 weeks17:19

17:19

Teller cash recyclers are a modern day necessity in bank branches. Due to the large amount of cash banks handle, they need a reliable method to count it that doesn't rely on bankers manually counting it by hand. Teller cash recyclers automate both counting and sorting for cash. However, newer cash recyclers are also arriving on the market, with improved cassette technology, security features and more. What's on the horizon for TCRs? This was the topic of today's episode of the Bank Customer Experience Podcast, sponsored by Cook Solutions Group. Bradley Cooper, editor of ATM Marketplace, spoke with Scott Fieber, chief strategy officer at Cook Solutions Group Ryan Loebs, TCR expert about the history of TCRs and trends to look for in the near future. Topics covered included: Costs of newer TCRs. How to plan to replace older units. Why we are seeing a resurgence in TCRs. How to measure ROI. You can listen to the podcast in its entirety below.…

Bank Customer Experience

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What's on the horizon for self-service banking? 18:11

vor 26 weeks18:11

18:11

Self-service tools in banking have a long history, going back to the birth of the ATM in the 1960s. Today, there are a variety of self-service banking solutions ranging from video ITMs to chatbots, mobile banking and much more. In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Joe Myers, EVP of global banking at Diebold Nixdorf about the ins and outs of self-service banking solutions and trends. During the conversation, Myers covered topics ranging from the adoption rates of cash recycling in banks to customer experience trends in more. Some of the topics covered include: What are the top ATM features? How can banks made video banking work in their market? What about security? How do ITMs fit in the broader omnichannel banking world? How can banks successfully improve the customer experience with self-service?…

Bank Customer Experience

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How to deploy, manage an ITM 17:33

vor 28 weeks17:33

17:33

One of the biggest advances in self-service banking has been the integration of video banking, particularly with ITMs. While initially only serving as video devices, banks have since integrated them with ATMs creating an all inclusive-device that can handle traditional ATM needs along with teller duties. However, these devices can be a major challenge to deploy and manage, both on the technical level of getting all the equipment setup and training for employees and customers alike. In today's episode of the Bank Customer Experience Summit Podcast, Bradley Cooper, editor of ATM Marketplace spoke with Scott Fieber, chief strategy officer at Cook Solutions Group and Scott Smith, VP of strategic solutions at Cook Solutions Gorup of how banks can successfully deploy and manage ITMs. During the podcast, Smith and Fieber discussed several factors and strategies surrounding ITMs including: What are the main reasons financial institutions deploy ITMS? What are some unique strategies? How can banks make video banking successful? What are other key features for ITMs to include other than video? What services do Cook Solutions Group provide for ITM strategy?…

Bank Customer Experience

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Bank Customer Experience Summit keynote shares content strategies that work 17:10

vor 32 weeks17:10

17:10

Content is king. But how should content rule? In order to properly serve customers, banks need a solid content strategy that both retains current customers and brings in new ones. In today's podcast episode, keynote speaker for the 2024 Bank Customer Experience Summit, Regina DeMars, director of content marketing and social media strategy, First National Bank of Omaha shared insights on content strategy. DeMars led her bank through many changes, including the integration of TikTok and other social media tools. In today's podcast, she covered a variety of topics including: How has content strategy changed? How can content be converted into action on the customer side? What sort of content do you think works best for retaining bank customers? What about gaining new customers? Can you give us a little preview of what you'll share as a keynote speaker? . How has the First National Bank of Omahas content strategy developed over time?…

Bank Customer Experience

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How to fight ATM fraud 18:53

vor 36 weeks18:53

18:53

ATM fraud is a continued source of frustration for customers and banks alike. As banks have developed new methods to handle the fraud, criminals invent new tactics ranging from more advanced skimming devices, hacking the software, malware attacks and more. How can banks combat fraud? Bradley Cooper, content director for the Bank Customer Experience Summit discussed that topic in depth in today's podcast episode with Levi Daily, CTO and Michael Strange, director of technology services for Cook Solutions Group. During the podcast, the panelists provided information on several topics including: The history of Cook Solutions Group and their role in ATM security. The newer forms of skimming fraud. Practical tips banks can take to prevent fraud. How to combat social engineering attacks(i.e. glue and tap). What Cook Solutions Group offers to prevent ATM fraud. You can listen to the podcast in its entirety above. Click here to register for the Bank Customer Experience Summit. Use the code AMCEDIT20 for 20% off checkout.…

Bank Customer Experience

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How can banks maintain a good CX in light of layoffs? 19:51

vor 41 weeks19:51

19:51

In recent news, big banks have made major layoffs, with Citi laying off a total of 2,000 employees in the first three months of 2024, with other banks such as PNC Financial and Wells Fargo following suit. But this news presents a challenge, how do banks maintain a good customer experience with reduced staff? Should banks be cutting headcount or training employees more efficiently? Bradley Cooper, editor of ATM Marketplace discussed bank layoffs in light of CX with Mack Turner, a 30 year veteran of the financial services industry and managing director of Mack Turner Marketing Consulting and Insight LLC during this episode of the Bank Customer Experience Summit Podcast. Turner discussed a number of key topics during the interview including: How do layoffs impact employee morale and customer service? How does this news impact smaller regional banks? How should banks be looking at branch strategy? What role does digital play in smaller banks' strategy? How should banks be training employees to deliver impactful CX?…

Bank Customer Experience

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How to pull off a successful branch renovation 20:49

vor 45 weeks20:49

20:49

Banks have been rethinking their branch strategies for some time. While some are downsizing their number of branches, others are renovating or constructing brand new branches. These branches need to be fully optimized to meet the needs of a changing audience. The first episode of the Bank Customer Experience Podcast explored the topic of branch renovations. Bradley Cooper, editor of ATM Marketplace, interviewed Jean-Pierre Lacroix, founder and president of design firm Shikatani Lacroix Design to learn more about how banks can discover the secret ingredients of branches to deliver the best return-on-experience for customers. During the podcast, Lacroix addressed the following topics: Why are banks investing in branch renovations? What primary areas are they renovating? How can they train employees properly to fit these redesigned branches? How can these branches improve the customer experience? How can managers show ROI from these branch renovations? Listen to the podcast in full above.…

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