Banking Out Loud

AI is expected to be as big a disruptor as the internet was. In this episode, we're joined by Kendra Ramirez, CEO of KR Digital Agency and an expert in AI. Together, we explore the far-reaching impacts of AI across industries, focusing on the banking sector and generative AI. Kendra unpacks the nuances of generative AI, shedding light on its benefits and challenges. She shares actionable tips for navigating the AI landscape, from getting started to vetting AI-powered tools effectively. She also emphasizes the importance of developing an AI policy to ensure responsible and ethical use and to prevent shadow AI. Join us as we uncover the transformative power of AI and how you can harness it strategically to help achieve your business goals. Guest: Kendra Ramirez Chief Executive Officer KR Digital Connect with Kendra on LinkedIn

In this episode of Banking Out Loud, Fiserv payments experts Paul Sullivan and Justin Jackson join PCBB’s payments expert Sheila Noll to discuss the rapidly evolving faster payments landscape. Their conversation touches on the importance of strategic thinking and collaboration with partners, while also driving home the need to view faster payments as an opportunity to better serve customers and differentiate your institution. They also discuss other considerations, such as the value of data-rich transactions enabled by ISO 20022 and the potential for new use cases and business models as faster payments continue to develop. Guests: Sheila Noll EVP, Chief Operating Officer PCBB Justin Jackson SVP, Head of Enterprise Payment Solutions Fiserv Paul Sullivan VP, Treasury Solution Sales Fiserv

In this episode of Banking Out Loud, host Nancy Ozawa discusses the value of performance reviews and how to effectively prepare for them with Laurie Battaglia, CEO of Aligned at Work. Laurie emphasizes the need for employees and managers to discuss the format and frequency of reviews that will be most helpful. She also provides tips for employees on how to prepare for performance discussions, the role of managers in creating a positive culture of feedback and growth, and the importance of open communication, curiosity, and continuous improvement in the performance review process. Guest: Laurie Battaglia Chief Executive Officer Aligned at Work® Connect with Laurie: laurie@AlignedatWork.com | www.alignedatwork.com | LinkedIn

In this episode of Banking Out Loud, US Secret Service agent Stephen Dougherty joins hosts Sonia Portwood and Nancy Ozawa to discuss cybercrime and the Secret Service’s mission to protect and secure the US financial and economic infrastructure. Stephen shares examples of types of cybercrime, including business email compromise schemes, romance scams, work-from-home scams and deep fakes, and explains how technology tools, including AI, have made these schemes more sophisticated than ever. He also provides tips on when and to which law enforcement or relevant authority suspicious activity should be reported to. Hosts: Sonia Portwood Chief Sales and Marketing Officer PCBB sportwood@pcbb.com Nancy Ozawa Senior Vice President, Marketing PCBB nozawa@pcbb.com Guest: Stephen Dougherty U.S. Secret Service CID/GIOC stephen.dougherty@usss.dhs.gov Resources: • US Secret Service Field Offices: https://www.secretservice.gov/contact/field-offices • The Financial Services Information Sharing and Analysis Center: https://www.fsisac.com/ • Preparing for a Cyber Incident: https://www.secretservice.gov/investigation/Preparing-for-a-Cyber-Incident

In this podcast episode, host Sonia Portwood discusses the importance of communication skills and ways to improve them with guest Alyson Van Hooser, a keynote speaker and trainer focused on multi-generational leadership. Alyson shares tips emphasizing the need for intentional communication and understanding the stories of others to connect with them effectively. Also, hear the three-step listening technique that can not only improve communication but also ensure the results you want from almost any conversation. Host: Sonia Portwood Chief Sales and Marketing Officer PCBB Guest: Alyson Van Hooser Keynote Speaker, Trainer, Author Van Hooser Associates, Inc. www.vanhooser.com

In this episode of Banking Out Loud, we discuss the importance of putting strategy before structure when launching new products, services, and strategic initiatives. Guest Ryan Canin, CEO and Co-Founder of DocFox, shares insights on the importance of defining clear objectives and strategies before adopting new technologies or selecting vendors. Hear practical approaches to optimize your innovation journey and understand how to avoid common pitfalls, ensuring that your institution remains efficient, competitive, and customer-focused. Host: Nancy Ozawa Senior Vice President Marketing | PCBB Guest: Ryan Canin CEO and Co-Founder | DocFox www.docfox.io

Excellent customer service can be a crucial differentiator for businesses. Done well, it can help your institution attract and retain customers and drive bottom-line results. Join us as Dennis Snow walks us through proven principals for delivering outstanding customer experiences. As an ex-Disney leader and now full-time speaker, trainer and consultant on all things customer service excellence, Dennis discusses the strategic tools that help differentiate your services from others and helps create an engaged workplace, so that customer satisfaction is the primary focus of the entire team. Host: Sonia Portwood Chief Sales & Marketing Officer PCBB Guest: Dennis Snow Customer Service Keynote Speaker, Consultant and Author Snow & Associates, Inc Email: info@snowassociates.com Phone: 407-294-1855 snowassociates.com Connect with Dennis on LinkedIn: https://www.linkedin.com/in/dennissnow/

There is a lot to understand when it comes to cryptocurrencies, blockchain technology and the associated regulation. We talk with Div Pandya, Principal at FS Vector, to help us understand it all. Learn about the types of digital assets and current regulation standards, along with expert predictions on where this sector is headed. We also explore blockchain technology with a look at current and potential uses related to banking. Host: Nancy Ozawa Senior Vice President, Marketing PCBB Guest: Divij Pandya Principal FS Vector Email: dpandya@fsvector.com Connect with Div on LinkedIn Resources mentioned in this episode: American Banker Coin Desk

It's always a good time to focus on keeping your customers happy and loyal. In this episode of Banking Out Loud, we sit down with Sushil Wenholz and Paul Louderman of Customer Communication Group to discuss ways to increase customer loyalty — including 3 tips to get started and key mistakes to avoid. Host: Nancy Ozawa Senior Vice President, Marketing PCBB Guests: Sushil Wenholz VP, Creative Director Customer Communications Group, Inc. sushil@customer.com Paul Louderman SVP, Account Management Customer Communications Group, Inc. paul.louderman@customer.com Learn more about Customer Communication Group, Inc. (CCG)

Chief Credit Officer, Michael Kerr of First Federal Bank shares his experience with CECL, and why his institution ultimately decided to outsource CECL, after starting off in-house. From Coast to Coast, PCBB is Your Trusted Partner. If you have questions about CECL or your approach - in-house or outsourced - we would be happy to help. Feel free to reach out: (888)-399-1930 | cecl@pcbb.com | pcbb.com/products/cecl Host: Nancy Ozawa Senior Vice President, Marketing PCBB nozawa@pcbb.com Guest: Michael Kerr Chief Credit Officer First Federal Bank

Archie Kelley, Managing Principal of SalesPhysics and creator of The Value Equation, joins us to discuss his sales technique aimed at creating a pathway to extraordinary sales results. Archie explains how value is at the core of successful selling, and provides three tips to boost success and three mistakes to avoid. Host: Sonia Portwood Chief Sales and Marketing Officer PCBB Guest: Archie Kelly Managing Principal SalesPhysics, LLC archie.kelly@salesphysics.com www.salesphysics.com Connect with Archie on LinkedIn

In this part 2 of our payments episode series, host Sonia Portwood sits down with PCBB's Allen Sztukowski to discuss what the future of real-time payments looks like. Including the soon-to-launch FedNow program, anticipated technology and functionality changes, and tips to help you prepare. Host: Sonia Portwood Chief Sales and Marketing Officer PCBB Guest: Allen Sztukowski Senior Vice President, CAMS Operations | PCBB Resources: Faster Payments Council: https://fasterpaymentscouncil.org/Guides-Research FedNowSM Service: https://explore.fednow.org/

Host Sonia Portwood sits down with executive coach and leadership consultant Dr. Susan Bernstein, to discuss managing – and even harnessing – anxiety and stress in order to confidently navigate today’s ever-changing (banking) landscape. Host: Sonia Portwood Chief Sales and Marketing Officer PCBB Connect with Sonia: LinkedIn Guest: Dr. Susan Bernstein, MBA, PhD Executive Coach & Leadership Consultant Connect with Susan: www.DrSusanBernstein.com | LinkedIn | Instagram | YouTube Resources: Breathwrk App

Join hosts Sonia Portwood and Virginia Robbins in a discussion with Allen Sztukowski, Senior Vice President of Operations at PCBB to discuss real-time payments. As an active participant in the efforts to modernize real-time payments, Allen shares his insights on how the payments space has changed over the years, and what efforts are being made today to modernize it.

In part 2 of our 2-part series on CECL, Andy Hines, Chief Lending Officer, and EVP at The Bank of Glen Burnie, shares his experience in getting started with CECL, his exposure and participation, his thoughts on spreadsheets for CECL, and how his institution prepared for CECL. For more information on CECL, visit https://www.pcbb.com/products/cecl

In this 2-part series on CECL, we speak with Andy Hines, Chief Lending Officer, and EVP at The Bank of Glen Burnie, as he reflects on his journey through implementing the Current Expected Credit Loss (CECL) accounting standard. In this part 1, Andy shares lessons he has learned, specifically on organizing data for CECL and explaining CECL results to his stakeholders. For more information on CECL, visit https://www.pcbb.com/products/cecl

In this episode, hosts Virginia Robbins and Sonia Portwood talk with PCBB's Machine Learning and Artificial Intelligence (AI) expert Shiva Sandy.

Hear what PCBB’s podcast Banking Out Loud is all about in this sneak peek episode. Hosts Virginia Robbins and Sonia Portwood talk about what you can expect from this new podcast.