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.


If you’re at a small Credit Union and are being told “you can’t” because of your asset size, this podcast is for you. Becky Reed, CEO of Lone Star Credit Union, is proving day in and day out that a can-do attitude –– regardless of your asset size –– and a willingness to say “yes” instead of “maybe later” is what you really need to grow in today’s CU Market. We dive in on leveraging CUSOs, embracing a culture of being a “Pioneer” (AKA “BETA”) for innovations in the space, and joining boards and trade organizations. This episode is for all of the small credit unions out there that are feeling overwhelmed. So, If you are trying to grow your Credit Union with a shoestring budget, Becky Reed’s gonna tell you how in this episode of the banking on experience podcast.

Becky Reed is the Chief Executive Officer at Lone Star Credit Union.

Becky Reed

CEO, Lone Star Credit Union

If you’re at a small Credit Union and are being told “you can’t” because of your asset size, this podcast is for you. 

Becky Reed, CEO of Lone Star Credit Union, is proving day in and day out that a can-do attitude –– regardless of your asset size –– and a willingness to say “yes” instead of “maybe later” is what you really need to grow in today’s CU Market. 

We dive in on leveraging CUSOs, embracing a culture of being a “Pioneer” (AKA “BETA”) for innovations in the space, and joining boards and trade organizations.  

This episode is for all of the small credit unions out there that are feeling overwhelmed.  So, If you are trying to grow your Credit Union with a shoestring budget, Becky Reed’s gonna tell you how in this episode of the banking on experience podcast. 


Episode 113: The "CU That Could"

How to grow your Credit Union on a shoestring budget

60% of CUSO’s are Insurance based and almost all of them have the same thing in common:&nbsp; They are barely scratching the surface of their potential!&nbsp; President of Insurance Strategies with Daggett Enterprises, Melanie Munsey, takes us “padawan’s” to school on the ways of the Insurance Force and explains how CU’s are being treated like “second class citizens” when it comes to many of their current protection product partnerships, and how more income, control, and freedom awaits those that have the desire to creatively advocate for their membership and their CU/CUSO!&nbsp; Tune in to work SMARTER not HARDER and get back what you deserve!

Melanie Munsey is the President of Insurance Strategies at Daggett Enterprises. 

Melanie Munsey 

The Woman Behind the Insurance CUSO Curtain: Melanie Munsey 

60% of CUSO’s are Insurance based and almost all of them have the same thing in common: They are barely scratching the surface of their potential! President of Insurance Strategies with Daggett Enterprises, Melanie Munsey, takes us “padawan’s” to school on the ways of the Insurance Force and explains how CU’s are being treated like “second class citizens” when it comes to many of their current protection product partnerships, and how more income, control, and freedom awaits those that have the desire to creatively advocate for their membership and their CU/CUSO! Tune in to work SMARTER not HARDER and get back what you deserve!


Episode 112: The Woman Behind the Insurance CUSO Curtain: Melanie Munsey

The Woman Behind the Insurance CUSO Curtain: Melanie Munsey

The impact of an FI serving its community—truly serving its community—cannot be understated, and there’s no better example of this than Tongass Federal Credit Union.&nbsp; We were honored to sit down for a chat with Helen Mickel, CEO of Tongass FCU and one of our 2021 Right On The Money (ROTM) winners, to talk about playing big and serving community as a small CU—this week on CRMNEXT’s Banking on Experience podcast.&nbsp; Topics we cover include:<ul><li>The Tongass FCU Story: origin, community, mission</li><li>How Tongass has tackled serving the underserved</li><li>Boots on the ground: why it matters so much in this very virtual world</li><li>Microsites (and how they’re making a difference)&nbsp;</li><li>The initiative Helen feels has had the biggest impact on both community and growth</li><li>The power of promoting small businesses&nbsp;</li><li>What the future holds for Tongass FCU</li><li>Changing the world (yes, really)&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.

Innovative, results-oriented executive leader. Passionate about credit unions and people helping people philosophy.

Helen Mickel 

President/CEO at Tongass Federal Credit Union

Episode 111: Playing big and truly serving your community as a small CU 

Helen Mickel, CEO of Tongass FCU and one of our 2021 Right On The Money (ROTM) winners, talks playing big and serving community as a small CU—this week on CRMNEXT’s Banking on Experience podcast. 


The student loan situation is… well, it’s caused some heartache and stress. Let’s just put it that way.&nbsp; But there are those out there who are determined to bring solutions and to help FIs offer those solutions to their customers and members.&nbsp; And we got to sit down with one such remarkable individual this week. Bobby Matson, Founder and CEO of Payitoff joins us—on CRMNEXT’s Banking on Experience podcast.&nbsp; Topics we cover include:<ul><li>Why Bobby is passionate about this topic</li><li>Student loans: why they’re different from all others</li><li>How to determine the next best steps for your customers or members&nbsp;</li><li>Top challenges FIs face around student loans</li><li>Providing real help: best ways FIs can address the student loan crisis</li><li>Wealth management &amp; robo-advising</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.

2x Founder - I love writing code and building high impact companies.

I'm currently working on Payitoff to create an ecosystem designed for better borrower outcomes.

Bobby Matson

Founder at Payitoff

Episode 110: An under-the-hood look at student loans and how to help

Bobby Matson, Founder and CEO of Payitoff joins us to talk student loans and how your FI can help—on CRMNEXT’s Banking on Experience podcast. 


Wise FIs know that both brand and PR play essential roles in the success of their organization. And the brilliant ones know just how well the two work together.&nbsp; We’re lucky to feature one such organization this week. Jennifer Reed, Vice President of Public Relations at Sound Credit Union joins us to talk all about it—on CRMNEXT’s Banking on Experience podcast.&nbsp; Topics we cover include:<ul><li>Sound CU’s logo: its origin story and how it represents them</li><li>Getting your story out there</li><li>The biggest challenges CUs face when it comes to tying brand and PR together</li><li>Jennifer’s top tips and tricks for PR</li><li>The stigma of PR being “a compliance thing”</li><li>How brand and PR complement each other</li><li>Changing the world (yes, really)&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.

Jennifer Reed, Vice President of Public Relations at Sound Credit Union joins us to talk all about how brand and PR can (and should) work together at your FI—this week on CRMNEXT’s Banking on Experience podcast. 

Jennifer Reed

VP/Public Relations at Sound Credit Union

Episode 109: How your brand and PR work in unison

Jennifer Reed, Vice President of Public Relations at Sound Credit Union joins us to talk all about how brand and PR can (and should) work together at your FI—this week on CRMNEXT’s Banking on Experience podcast. 



Have you ever been afraid to take out a loan? Have you ever put experience ahead of price? Yeah, us too. It all comes back to that human element that drives everything, including the relationship between FIs and the people they serve. And we got to sit down for a chat with a true expert on the subject.&nbsp; Miriam Ackerman, Chief Strategy Officer at DNT BLNK and Co-Founder of NetGiver (NACUSO’s 2020 Big Idea Award-Winner) graciously offers her expertise—this week on CRMNEXT’s Banking on Experience podcast.&nbsp; Topics we cover include:<ul><li>Why Miriam is passionate about this topic&nbsp;</li><li>Addressing what your members &amp; customers actually need&nbsp;</li><li>The power of real connection</li><li>Best practices around experience for FIs</li><li>Getting specific with personalization</li><li>The no mission/no margin concept</li><li>What holds FIs back from maintaining good relationships (and how to fix it)&nbsp;</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.

Highly creative and action-oriented a history of combining creative solutions with innovative project coordination and management. Engaging public speaker, team leader and consultant with experience working in the US and the EU. | Extensive experience securing support and enthusiasm from individuals, communities and organizations. ► 

Miriam Ackerman has been actively involved in arts industries, non-profit and information technology for 17 years, beginning with her founding of Fill the Cup LLC, a fundraising platorm for arts, fraternal, faith and community associations, while she was still in high school. Her education and experience have equipped her to lead in both creative and managerial roles of for-profit, non-profit and arts organizations.

While working on her bachelor’s degree at Lawrence University, Miriam spent the greater portion of a year managing what has become one of London’s most prestigious fringe theaters. 

Miriam returned to London where she earned her master’s degree in Management and Cultural Policy from Birkbeck College, University of London, while continuing her work as theatre producer, director, production designer, set designer, and website designer. One of her favorite and most challenging experiences was as associate producer for the West End premiere of Neil LaBute’s bash.

Miriam was the architect behind BeLive, a program providing unique and interesting live virtual travel, arts & education opportunities to seniors and those with disabilities who otherwise may not have access to such valuable experiences.

Miriam Ackerman 

Chief Strategy Officer at DNT BLNK and Co-Founder of NetGiver

Episode 108: Addressing fear around lending + why experience matters more than ever

Miriam Ackerman, Chief Strategy Officer at DNT BLNK and Co-Founder of NetGiver (NACUSO’s 2020 Big Idea Award-Winner) graciously offers her expertise—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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