CRMNEXT

You’ve got brand. You’ve got customer and member experience. But are you focusing enough on the link between the two?&nbsp; We’re talking bridges here, folks. And joining me to offer his expert advice on what steps financial institutions can take is Co-Founder and President of InnerView Group, Chris Wallace—this week on CRMNEXT’s Banking on Experience.&nbsp; Topics we covered include:&nbsp;<ul><li>Biggest misconceptions about experience in the financial world</li><li>The role that brand plays&nbsp;</li><li>Measuring experience: foundational steps for FIs&nbsp;</li><li>How your FI can manage branding experience more effectively</li><li>Who owns experience in your org&nbsp;</li><li>Technology’s Role&nbsp;</li><li>And more&nbsp;</li></ul> Stay in touch with Banking on Experience by listening on <a href="https://podcasts.apple.com/us/podcast/banking-on-experience/id1505808264" rel="noopener noreferrer" target="_blank">Apple Podcasts</a>, <a href="https://open.spotify.com/show/0SsuALIiOHsDCQSLYcH0nb" rel="noopener noreferrer" target="_blank">Spotify</a>, or our <a href="https://go.crmnext.com/content-library/" rel="noopener noreferrer" target="_blank">website</a>. Listening on a desktop &amp; can’t see the links? Just search for Banking on Experience in your favorite podcast player.

I am the President and co-founder of InnerView, an organization that poses the question; as a brand or marketing leader, how confident are you that all the people who represent your brand are telling your company’s story consistently? 

With more than 20 years of experience in brand marketing and customer experience, I have become a regular contributor to Forbes, Harvard Business Review, and Chief Marketer. My passion for helping companies view their employees as a critical extension of the marketing strategy led to being frequently tapped as a speaker on topics like sales-marketing alignment, internal marketing and brand dilution. 

Chris Wallace

Co-Founder and President of InnerView Group

How should your Credit Union approach both customer experience and member experience? Chris Wallace, Co-Founder and President of InnerView Group joins us to discuss the bridge between brand and experience and why it matters for you. 


Episode 86: The Bridge Between Brand and Experience

Credit Unions need to understand the link between customer experience and member experience

Chris Wallace, Co-Founder and President of InnerView Group joins us to discuss the bridge between brand and experience and why it matters for your FI—this week on CRMNEXT’s Banking on Experience.


Ah the holy trifecta of the credit union world: Leagues, CUs, and CUSOs… To have been a part of all three—and succeeded beautifully in each one—is impressive. It also means you have some seriously stellar insight to offer.&nbsp; Lucky for us—and more especially, for our listeners—we got to pick the brain of one such expert. LeAnne Case, Senior VP of Marketing and Communications at The Servion Group, sits down to share her journey—this week on CU Changemakers: Women On Work (WOW).&nbsp; Topics we covered include:&nbsp;<ul><li>LeAnn’s beginnings in the CU space</li><li>Leagues, CUs, and CUSOs: what she likes best about each&nbsp;</li><li>Women who have inspired LeAnn along her path</li><li>The Servion Group—origin story, mission, marketing</li><li>LeAnn’s passion project, Vive Unlimited&nbsp;</li><li>What excites our expert most about the CU women’s movement</li><li>And more</li></ul> Stay in touch with Banking on Experience podcast series by listening on <a href="https://podcasts.apple.com/us/podcast/banking-on-experience/id1505808264" rel="noopener noreferrer" target="_blank">Apple Podcasts</a>, <a href="https://open.spotify.com/show/0SsuALIiOHsDCQSLYcH0nb" rel="noopener noreferrer" target="_blank">Spotify</a>, or our <a href="https://go.crmnext.com/content-library/" rel="noopener noreferrer" target="_blank">website</a>.Listening on a desktop &amp; can’t see the links? Just search for Banking on Experience in your favorite podcast player.

With over 20 years of marketing and communications leadership experience in the financial services industry, I help organizations develop internal and external strategies that deliver consistent growth. I am skilled in Marketing Management, Strategic Business Planning, Coaching, and Communications. I also am the founder of The ViveX, a girl weekend topper event that inspires joy-filled lives by building on the power of friendship.

LeAnn Case 

Senior Vice President of Marketing and Communications at The Servion Group 

Ep 5, CU Changemakers: Women On Work- LeAnn Case

LeAnne Case, Senior VP of Marketing and Communications at The Servion Group, sits down to share her journey—this week on CU Changemakers: Women On Work (WOW). 



Do you find the world of trading a touch intimidating? Enthralling? Completely foreign but still a little fascinating? If capital investment piques your interest at all—and perhaps it should—this is the Banking on Experience podcast episode for you!&nbsp; We’re joined this week by Dan Raju—CEO of Tradier, Market Expert, and Serial Entrepreneur—to talk about people focusing more on doing capital investments and the role FIs can play in that endeavor.&nbsp; Topics we cover include:<ul><li>Capital Market vs. Millennials? Diving into differences.</li><li>FIs shifting mindset to focus on traders that really know the market</li><li>Getting access to active traders: Dan’s top hacks for FIs&nbsp;</li><li>How fintech fits into the equation</li><li>Crypto: where it’s at, where it’s going</li><li>Changing the world (yes, really)</li><li>And more</li></ul> Stay in touch with Banking on Experience by listening on <a href="https://podcasts.apple.com/us/podcast/banking-on-experience/id1505808264" rel="noopener noreferrer" target="_blank">Apple Podcasts</a>, <a href="https://open.spotify.com/show/0SsuALIiOHsDCQSLYcH0nb" rel="noopener noreferrer" target="_blank">Spotify</a>, or our <a href="https://go.crmnext.com/content-library/" rel="noopener noreferrer" target="_blank">website</a>.Listening on a desktop &amp; can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Dan Raju is the Co-Founder and Chairman of Tradier. As one of the larger volume producing brokerage platforms, Tradier has grown in the last 5 years to become the preferred destination for Active Investing. Tradier offers a MarketPlace of Investor Platforms and the most widely used brokerage web APIs for Trading Platforms, Advisors, and Developers to build embedded or complete investing experiences. Trader today powers some of the biggest and most innovative financial services platforms in the market. Dan Raju is also an investor and a former CIO/CTO for large companies.

Dan Raju

Co-Founder, Exec Chairman and CEO with Tradier, Entrepreneur, Investor

Episode 105: Focusing more on capital investments 

Dan Raju—CEO of Tradier, Market Expert, and Serial Entrepreneur—talks capital investments and the role FIs can play, this week on CRMNEXT's Banking on Experience podcast. 


Innovation. It’s a make-it-or-break-it requirement for ANY company, and financial institutions are no exception.&nbsp; So, we were thrilled to sit down with an expert on this very subject—to see how FIs can best create innovation in their organizations. Marwan Forzley, CEO at Veem offers top tips—and a whole lot of brilliant insight—this week on CRMNEXT’s Banking on Experience podcast. Topics we cover include:<ul><li>Marwan’s take on why innovation tends to stall so much in the financial world</li><li>How, as younger leaders emerge, FIs can adopt a better strategy around innovation&nbsp;</li><li>Adopting a better strategy around payments, in general</li><li>Marwan’s top 1-2 tips to help FIs get started</li><li>Using innovation to help drive better experience</li><li>The concept of buy now/pay later: how it helps drive better CX</li><li>Veem’s role in helping FIs innovate</li><li>Changing the world (yes, really)</li><li>And more&nbsp;</li></ul> Stay in touch with Banking on Experience by listening on <a href="https://podcasts.apple.com/us/podcast/banking-on-experience/id1505808264" rel="noopener noreferrer" target="_blank">Apple Podcasts</a>, <a href="https://open.spotify.com/show/0SsuALIiOHsDCQSLYcH0nb" rel="noopener noreferrer" target="_blank">Spotify</a>, or our <a href="https://go.crmnext.com/content-library/" rel="noopener noreferrer" target="_blank">website</a>.Listening on a desktop &amp; can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Innovator and visionary, enjoy launching new products in domestic (US) and international markets, and building companies through disruptive tech and global strategies.

Operated and managed small teams in startups, as well as large teams in international Fortune 500 companies.

Author of “Small Business in a Big World: A Comprehensive Guide to Doing International Business”.

Experienced in and passionate about:

Capital raising
Strategic business development
Mergers and acquisitions
Blockchain technologies
Domestic and cross-border eCommerce
Sell-side and buy-side deals
International compliance and regulations

Marwan Forzley

CEO at Veem

Episode 104: How to best create innovation in your FI 

Marwan Forzley, CEO at Veem offers top tips—and a whole lot of brilliant insight—this week on CRMNEXT’s Banking on Experience podcast.


Don’t you hate having to wrap up a conversation mid-sentence, when there’s still SO much more to say and learn?&nbsp;Lucky for us—and most especially for our listeners—we have a solution: Invite guests back to continue the chat!&nbsp; That’s precisely what we did this week. Tom Millon, CEO of US Loan Services at Computershare and Jeff Johnson, COO at Computershare Loan Services return to talk customer servicing in lending and in the financial services industry as a whole—this week on CRMNEXT’s Banking on Experience podcast.&nbsp; Topics we cover include:<ul><li>Tom’s top-of-mind thoughts around customer servicing in financial services</li><li>How to make the sharing of sensitive information more efficient and secure</li><li>FIs, mortgage lenders, investors: what matters most to them re customer servicing</li><li>CX from a borrower’s perspective</li><li>How mortgage companies’ customer care can best assist borrowers in need</li><li>The best way to approach customers who are dealing with hardship</li><li>The default loan servicing market (aka special servicing): where things stand today</li><li>Changing the world (yes, really)</li><li>And more&nbsp;&nbsp;</li></ul> Stay in touch with Banking on Experience by listening on <a href="https://podcasts.apple.com/us/podcast/banking-on-experience/id1505808264" rel="noopener noreferrer" target="_blank">Apple Podcasts</a>, <a href="https://open.spotify.com/show/0SsuALIiOHsDCQSLYcH0nb" rel="noopener noreferrer" target="_blank">Spotify</a>, or our <a href="https://go.crmnext.com/content-library/" rel="noopener noreferrer" target="_blank">website</a>.Listening on a desktop &amp; can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Tom Millon is a leading CEO in the mortgage and financial technology industries. He serves as CEO and Member of the Board of Computershare Loan Services (CLS), where he directs a comprehensive range of financial technology, capital markets, mortgage loan origination, and servicing products. He is a frequent speaker and author. 

CLS is a top-20 loan service provider in the residential mortgage market with operations in the US and the UK. CLS is wholly-owned by Computershare, a global financial services and technology firm traded on the Australian Stock Exchange (ASX: CPU). The brands that comprise CLS in the US include Computershare, Specialized Loan Servicing, and the Capital Markets Cooperative (CMC). 

Tom founded CMC in 2003. He and his team grew CMC from a one-man operation to a leading national brand, delivering a broad range of financial services and technology to over 500 institutional customers. Computershare acquired CMC in 2016 and appointed Tom as CEO of their US mortgage division in 2019.

Tom graduated from the Wharton School of Business of the University of Pennsylvania in May 1986. He serves as a Director on the Board of Wharton and Penn’s Institute for Urban Research—a think-tank dedicated to sustainability, housing reform, and urban planning around the world. Tom is studying in a graduate sustainability program at Harvard University. He holds the Chartered Financial Analyst (CFA) and Certified Mortgage Banker (CMB) designations. He is a member of the Mortgage Bankers Association, the Association for Investment Management and Research, and the Security Analysts Societies of San Francisco, Miami, and San Juan.

Tom is the Executive Director of the Magnolia Foundation, a charitable foundation headquartered in Puerto Rico. He is a registered therapy animal handler at the Mayo Clinic in Jacksonville, FL. He is fluent in English and Spanish (CEF Level B1.2), and is an avid surfer, rower, and skier.

Tom Millon 

CEO, Computershare Loan Services US

Jeff Johnson is Chief Operating Officer at Computershare Loan Services. He oversees the day-to-day operations of the business. Jeff's leadership is focused on delivering technology-driven business services and solutions while providing outstanding client service and driving revenue growth. Jeff served as the president of Seterus Loan Services, a specialty loan servicing company and held executive assignments with both JPM Chase and Wells Fargo.

Jeff Johnson 

COO, Computershare Loan Services

Episode 103: Customer Servicing in the lending and financial services world

Tom Millon and Jeff Johnson of Computershare Loan Services return to the podcast to talk customer servicing in lending and in the financial services industry as a whole—this week on CRMNEXT's Banking on Experience podcast. 


Anyone who’s a part of the credit union world knows it’s a close-knit community, very much like a family.&nbsp; But what happens when an actual mother and daughter commit themselves—heart and soul—to the CU mission and movement? In the case of Susan Mitchell, (CEO of Mitchell, Stankovic &amp; Associates) and her daughter, Brandi Stankovic (COO of CU Solutions Group)… it’s a whole lot of amazing.&nbsp; We were thrilled to sit down with these two powerhouse women to hear all about their journeys—this week on CU Changemakers: Women On Work.&nbsp; Topics we covered include:&nbsp;-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Susan and Brandi’s backgrounds in the CU movement-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Who has influenced them in their careers (and why)-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Current projects these two are tackling together-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Brandi’s podcast, The Strategic Hotbox&nbsp;-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;The evolution of leaders (and leadership itself) in recent years-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Susan and Brandi’s top tips for women, both in and out of the CU world-&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;And more&nbsp; Stay in touch with Banking on Experience podcast series by listening on&nbsp;<a href="https://podcasts.apple.com/us/podcast/banking-on-experience/id1505808264" rel="noopener noreferrer" target="_blank">Apple Podcasts</a>,&nbsp;<a href="https://open.spotify.com/show/0SsuALIiOHsDCQSLYcH0nb" rel="noopener noreferrer" target="_blank">Spotify</a>, or our&nbsp;<a href="https://go.crmnext.com/content-library/" rel="noopener noreferrer" target="_blank">website</a>.Listening on a desktop &amp; can’t see the links? Just search for Banking on Experience in your favorite podcast player.

Dr. Brandi Stankovic is an organizational change expert, motivational speaker, artist and mommy who inspires firms globally with her models of leadership, engagement, and award-winning education. She is the chief strategy officer at CU Solutions Group. Dr. Stankovic is the coauthor of The Strategic MVP, a book of 52 growth and leadership tools and the host of the energizing podcast, The Strategic Hotbox, designed to help executives reach their greatest potential.

Brandi Stankovic 

COO/ Chief Strategy Officer at CU Solutions Group 

Susan is a passionate believer in making a difference! CEO of Mitchell, Stankovic & Associates, a consulting firm that has provided over 5,000 credit unions innovative consulting services, including strategic planning, board governance, and online education. She is a successful entrepreneur who started two companies and forged strategic alliances with Fortune 500 companies nationwide. Susan was CEO and co-owner of O’Rourke, Mitchell, advancing leadership development and executive transitions. Mitchell facilitates the Global Future Forum, an international CU think tank and created the Underground Collision to engage thought leaders in authentic dialogue regarding impactful business practices. Susan is on the Board for the Worldwide Foundation and is the founding Chair of Global Women’s Leadership Network, with 4,500 members from 86 countries, 145 Sister Societies and 62 scholarships to advance women in society. In 2017 GWLN received the Distinguished Service Award, the highest honor given globally for credit union service. Susan was nominated by CUTimes for the Final Four Most Influential People in the last 25 years, and received the inaugural Diversity and Visionary Award from the CA/NV CU League. In February 2018, Mitchell was recognized for her activism with the prestigious National CU Foundation’s Herb Wegner Outstanding Individual Lifetime Achievement Award. Susan is on the Worldwide Foundation Board and the newly formed CU DEI Collective Governing Board.

The Underground Collision initiative is a brainchild of MSA. The Underground has a simple goal: Create an intimate environment for authentic dialogue believing that the energy of focused debate will echo beyond the moment and become a catalyst for change. MSA partners volunteer their time, giving back to the industry in the spirit of people, who help people. 

Susan Mitchell 

CEO, Mitchell Stankovic and Associates

Ep 4, CU Changemakers: Women On Work- Brandi Stankovic & Susan Mitchell

Susan Mitchell and Brandi Stankovic—a powerhouse mother/daughter duo in the CU space—sit down to share their journeys, insight, and top tips—this week on CU Changemakers: Women On Work. 


Capitalism… It’s a buzz word, that’s for sure. And when it comes to the idea of rethinking it, not everyone’s on the same page.&nbsp; But Hazelmae Overturf, Product Owner of Employee Experience at BECU has some fresh thoughts on the subject—particularly around how it affects the credit union world and its members—and she graciously agreed to share them, this week on CRMNEXT’s Banking on Experience podcast.&nbsp; Topics we cover include:<ul><li>Why Hazelmae is passionate about this topic</li><li>What changes can (and should) be made in the CU space</li><li>The role community plays&nbsp;</li><li>DEI, representation, and talent in the industry</li><li>Changing the world (yes, really)</li><li>And more&nbsp;</li></ul> Stay in touch with Banking on Experience by listening on <a href="https://podcasts.apple.com/us/podcast/banking-on-experience/id1505808264" rel="noopener noreferrer" target="_blank">Apple Podcasts</a>, <a href="https://open.spotify.com/show/0SsuALIiOHsDCQSLYcH0nb" rel="noopener noreferrer" target="_blank">Spotify</a>, or our <a href="https://go.crmnext.com/content-library/" rel="noopener noreferrer" target="_blank">website</a>. Listening on a desktop &amp; can’t see the links? Just search for Banking on Experience in your favorite podcast player.

I'm an enthusiastic leader that promotes stretching of "belief boundaries" to challenge individuals to self-managed/motivated success. I'm responsible for creating positive environments and opportunities for individuals and teams to learn through the reflection of doing. I lean toward optimism and believe that all decisions and actions have an impact. I'm people-focused through the use of Design Thinking methodologies and a life-long learner. #cultureoflearning

CORE Leadership strengths: Diversity, Equity, and Inclusion * Culture of Learning * Human-Centered Design Thinking * Employee Onboarding, Development and Transitions * Learning Technology Integration * Change and Transformation Leadership * Organizational Effectiveness * Team and Leadership Development * Project Management * Vendor/Contract Management

Hazelmae Overturf 

Product Owner of Employee Experience at BECU

Episode 101: Rethinking Capitalism in Today’s Credit Union World

Hazelmae Overturf of BECU joins us to talk about rethinking capitalism in today’s credit union world—this week on CRMNEXT’s Banking on Experience podcast. 


About CRMNEXT

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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 CRMNEXT, a CRM platform built for Banks and Credit Unions where they value the opportunity to Simplify Work, Drive Growth, and Deliver on Experience.

Episode 86: The Bridge Between Brand and Experience

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Chris Wallace

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