Using data to increase relevance and build better relationships

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Top Quartile
Using data to increase relevance and build better relationships
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David Hall, SVP, DX Director with Bank of Hawaii, joins Dan Marks to discuss key lessons learned during his history working across the front lines and back office at Zions, MX, and now at BOH, using data and personalization to make a difference in areas that really matter to customers. 

Key points covered include: 

  • David’s background and current role at Bank of Hawaii. 
  • What David learned mixing tunes in the 90s. 
  • What growth has been like at Bank of Hawaii recently. 
  • How David’s experience as both a banker and FinTech executive uniquely informs his perspective. 
  • How David sees consumer behavior changing fundamentally versus more cyclical changes driven by the economic/rate environment. 
  • What David thinks about the intersection of media channels and sales/service channels. 
  • How data informs the strategy being put in place at Bank of Hawaii. 
  • Overall observations and lessons learned that David believes would be helpful to other bankers. 
  • David’s advice to his younger self based on what he knows now, having served at multiple banks and in Fintech. 

 

Driving revenue growth through data-driven marketing and sales 

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Driving revenue growth through data-driven marketing and sales 
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Steve Mertz, EVP of Growth & Strategy with People First Federal Credit Union, joins Dan Marks to discuss how their team is leveraging data to boost member and revenue growth. Key points covered include:

  • Steve’s broad background with banking and credit unions and how that has prepared him to drive the overall growth agenda at People First
  • Steve’s passion for family and baseball 
  • The new executive team at People First being in place to accelerate growth after a period low to no growth
  • The challenge in brand perception and delivery that had to be addressed as a foundation
  • How to use data-driven insights to effectively coordinate marketing and sales activities 
  • Where Steve sees the puck going in applying data to generate tangible revenue outcomes 
  • Setting an array of proactive touchpoints to communicate to members in the way that they have signaled they prefer – including emerging channels like text and OTT video
  • Proactively generating sustainable low-cost funding to continue driving top quartile loan growth 
  • Steve’s mix of experience including brokerage licensure, branch service, and sales management 

 

Building essential leadership muscles for strong growth

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Building essential leadership muscles for strong growth
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D.G. Markwell with Credit Union Leaders joins Dan Marks to discuss leadership skills, best practices, and habits that will be essential to maintain strong growth into the future. Key points covered include:

  • How D.G.’s background growing a credit union from $100M to over $2B in assets set the stage for Credit Union Leaders 
  • How the mission of Credit Union Leaders helps the industry grow
  • Competing with the big banks and supporting communities 
  • How leadership looks in the digital age 
  • Best practices in data-driven digital growth and keeping a heart and passion for the community
  • How credit unions under $5B can tap into essential data-driven expertise without having to hire full time
  • Leadership essentials looking out 36 months, including: Empathy, mental health, digital transformation, the culture of data-driven decisions, financial education, marketing, and product development 
  • How to build teams effectively by relaxing and embracing the process – not to worry, but also recognize different talents and skills on the team 

 Forbes article that DG mentioned.

How technology enables a great member experience 

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How technology enables a great member experience 
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Drew Manning, CIO at KeyPoint Credit Union, joins Dan Marks to talk about how technology enables KeyPoint to deliver a great member experience today and into the future as the landscape changes. We specifically talk about:

  • Drew’s background and current role as CIO, along with his hobby as a Jazz musician (Drew’s Jazz Spotify channel)
  • Recent growth at KeyPoint 
  • Drew’s experience as a developer and how that informs his approach to leading as CIO 
  • Key growth drivers 
  • The role of data analytics – both historical trending and forward-looking predictive 
  • Managing risks to protect the member experience
  • Drew’s perspective on where the technology landscape is going 
  • How instinct and curiosity are key success factors 

 

The 10-billion-dollar answer – lessons learned from generating tangible results

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The 10-billion-dollar answer – lessons learned from generating tangible results
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Tim Keith, CEO at Infusion, joins Dan Marks to discuss what it means to deliver over $10 billion in balances for clients, how that connects to the Mission, and key lessons learned along the way, grounded in deep analysis of what actually drives tangible results. Key points covered include:

  • The $10B response balance milestone
  • What this means for clients and how it connects to our Mission
  • Lessons learned across four key performance optimization dimensions:
    • Audience selection and the capacity/propensity equation
    • Offer structure related to product mix
    • Creative/positioning
    • Channel mix including digital and OTT/CTV
  • How results are tracked and optimized
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