From Burnout to Ignition: Why Doing Less (with Clarity) Is the Path to More Impact
LinkedIn
May 19, 2025
We’re watching teams burn out at an alarming rate. Not from lack of effort, but from effort without clarity. Endless projects. Constant change. Layer upon layer of "priorities."
It’s not that your people don’t care. It’s that they’re drowning in initiatives that don’t show them why it matters. What the impact is. How it connects to members. Where it aligns with the organization’s values, or their own.
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Tags: Digital Transformation, IT Strategy, Transformation
The Mortgage Lock-In Effect: The Industry Challenge No One Is Talking About
LinkedIn
April 07, 2025
The past few years have reshaped the housing market in ways we are only beginning to fully understand. During the pandemic, historically low mortgage rates spurred a wave of home purchases and refinancing, locking in millions of borrowers at rates below 4%—an unprecedented shift that has left financial institutions grappling with an unintended consequence: the Mortgage Lock-In Effect.
With such favorable financing in place, homeowners are understandably reluctant to sell, move, or refinance, resulting in stagnated mortgage activity. For credit unions and community banks, this shift presents significant challenges: compressed margins, a slowdown in loan originations, and vast amounts of untapped home equity. The traditional mortgage playbook no longer applies in this new landscape.
Yet, where others see a challenge, innovative financial leaders are finding opportunity.
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Tags: Business Strategy, FinTech, IT Strategy
Beyond NPS: Measuring What Actually Drives Member Growth & Loyalty
LinkedIn
March 17, 2025
For years, Net Promoter Score (NPS) has been the go-to metric for measuring member loyalty. One simple question—“How likely are you to recommend us?”—has shaped countless strategies.
But loyalty isn’t a score. It’s a story.
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Tags: Customer Experience, Digital Transformation, IT Strategy
Break Free from Banker Think: What Credit Unions Can Learn from Banana Ball
LinkedIn
March 10, 2025
Lately, my LinkedIn feed has been flooded with posts about Banana Ball—the wildly popular, rule-breaking baseball experience created by the Savannah Bananas. At first glance, it might seem like just a fun twist on America’s pastime. But as I kept seeing these posts, I started thinking:
Most of my network is in the banking and credit union space—so what if we took a closer look at Banana Ball and asked:
What if credit unions approached member experience the way the Savannah Bananas approach baseball?
Banana Ball isn’t just baseball with gimmicks. It’s a radical rethinking of the game—designed for fan engagement, speed, and non-stop excitement. Credit unions, too, have an opportunity to rewrite the playbook and create truly unforgettable member experiences. Here are a few lessons we can take from Banana Ball and apply to the world of financial services.
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Tags: Customer Experience, Digital Transformation, IT Strategy
The Case For Credit Unions To Evolve Beyond Single-Use Collaboration Tools
LinkedIn
March 03, 2025
For years, credit unions have relied on a patchwork of single-use tools to manage member interactions, for example - IVRs for calls, chatbots for online support, CRM systems for tracking inquiries, and disparate digital platforms for self-service. While these tools serve specific functions, they often create friction, leaving members repeating themselves across channels and forcing staff to toggle between disconnected systems.
In today’s fast-moving financial landscape, this fragmented approach is no longer sustainable. The future of credit union member engagement lies in a persistent, multimodal, AI-driven collaboration solution that spans across all channels, interactions, and service needs, transforming contact centers from cost centers into revenue drivers.
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Tags: Customer Experience, Digital Transformation, IT Strategy
Omotenashi in Action: How Credit Unions Can Elevate Member Experience with Anticipatory Service
LinkedIn
February 24, 2025
In a time when financial services are increasingly commoditized and digitized, credit unions have a unique opportunity to differentiate themselves, not through technology alone, but through the depth of their service.
One powerful philosophy that can guide this approach is Omotenashi, the Japanese concept of wholehearted hospitality. Unlike traditional service, which often focuses on responding to needs as they arise, Omotenashi is proactive, intuitive, and deeply personal. It’s about anticipating needs before they are expressed, creating an experience so seamless and thoughtful that they feel truly valued, not just as a member, but as a person.
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Tags: Customer Experience, Digital Transformation, IT Strategy
How Credit Unions Can Become the Patagonia and Everlane of Financial Services
LinkedIn
February 18, 2025
Trust and transparency have become powerful differentiators in today’s marketplace, with brands like Patagonia and Everlane leading the way through ethical business practices and values-driven engagement. Credit unions, already rooted in a member-first philosophy, are uniquely positioned to embody these principles and differentiate themselves in the financial services industry.
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Tags: Business Strategy, Digital Transformation, IT Strategy
Five Things Every CEO Needs to Know About AI in Financial Services
LinkedIn
February 10, 2025
AI is here to stay, but its success depends on leadership. CEOs who actively shape their AI strategy—rather than reacting to industry trends—will position their institutions for long-term growth and member loyalty.
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Tags: AI, Digital Transformation, IT Strategy
Navigating the Universal Banking Transition with DxO Advisors
LinkedIn
February 03, 2025
The financial services landscape is evolving rapidly, and credit unions are at a crossroads. Traditional service models no longer meet the expectations of today’s members, who demand seamless, personalized, and efficient banking experiences. To stay competitive and relevant, many credit unions are shifting to a universal banking model—a transformation that requires strategic vision, operational agility, and cultural change.
At DxO Advisors, we specialize in guiding credit unions through this transition, ensuring a smooth, effective, and member-centric evolution.
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Tags: Business Strategy, Digital Transformation, Future of Work
Credit Unions: It's Time To Invest In Member Research
LinkedIn
January 27, 2025
Most credit unions have already met the baseline expectations for functional needs. Members can check their balances, transfer funds, and apply for loans without visiting a branch. But are members staying because they feel an emotional connection? Or are they simply staying because switching to another institution feels inconvenient?
The answer lies in understanding why members choose your credit union in the first place. What makes them stay? What motivates them to refer friends and family? These insights aren’t found in transaction logs or software analytics—they’re uncovered through intentional, focused member research.
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Tags: Customer Experience, Digital Transformation, IT Strategy
Unlocking Growth: Five Services DxO Advisors Provides to Credit Unions
LinkedIn
January 20, 2025
In today’s rapidly evolving financial landscape, credit unions face mounting pressure to meet member expectations, navigate emerging technologies, and remain competitive.
At DxO Advisors, we understand these challenges. That’s why our mission is to empower credit unions with the tools, strategies, and frameworks they need to thrive.
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Tags: Digital Transformation, FinTech, IT Strategy
Navigating New Leadership: How DxO Advisors Supports New Credit Union CEOs
LinkedIn
January 13, 2025
Stepping into the CEO role at a new credit union is both a thrilling opportunity and a daunting challenge. The first 100 days are critical for establishing your vision, building trust with stakeholders, and setting the foundation for long-term success. At DxO Advisors, we specialize in helping new leaders hit the ground running by providing the insights, frameworks, and support they need to drive impactful change.
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Tags: Business Strategy, Digital Transformation, IT Strategy
Save Yourself In 2025 – How To Reduce Dependency On Your Core And Free Your Institution To Modernize
LinkedIn
December 16, 2024
In today’s rapidly evolving financial landscape, credit unions and community banks face increasing pressure to adapt, innovate, and deliver exceptional experiences. However, the heavy reliance on core banking systems can limit their agility and slow down transformation efforts.
To stay competitive, institutions must reduce their dependency on these legacy systems.
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Tags: Digital Transformation, Innovation, IT Strategy
The Importance Of Systems-Based Thinking When Leading Transformation
LinkedIn
December 09, 2024
In the rapidly evolving financial landscape, credit unions are uniquely positioned to offer personalized services and foster community development. However, staying competitive requires more than adopting the latest technologies or streamlining operations. Leaders in these institutions must embrace systems-based thinking to navigate the complexities of transformation effectively.
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Tags: Digital Transformation, FinTech, IT Strategy
Unlocking Transformation Success: The Power of Prioritization and Sequencing
LinkedIn
November 25, 2024
In today’s fast-paced world of transformation, it’s tempting to tackle every opportunity at once. Yet, credit unions that try to do everything often achieve very little. At DxO Advisors, LLC, we understand that the key to sustained success lies not in doing more, but in doing what matters most—and in the right order.
That’s where prioritization and sequencing come into play. By aligning transformation efforts with strategic goals and breaking the journey into manageable, actionable phases, we help organizations maximize ROI, mitigate risks, and maintain momentum.
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Tags: Business Strategy, Digital Transformation, IT Strategy
Navigating the Human Side of Digital Transformation: Building a Member-First Culture in Credit Unions
LinkedIn
November 11, 2024
In the push toward digital transformation, credit unions often focus heavily on technology—investing in new platforms, updating channels, and enhancing digital interfaces. While these steps are critical, there’s another crucial piece of the puzzle that often gets overlooked: the human side of transformation. For credit unions, where personal relationships are central, member-first culture is essential to truly succeed in a digital landscape. Here’s how embracing a people-focused approach can help ensure transformation efforts are effective, sustainable, and well-received.
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Tags: Customer Experience, Digital Transformation, IT Strategy
Unlocking Flexibility: Solving the Hidden Problems in Digital Banking Platforms
LinkedIn
November 04, 2024
In the digital era, credit unions face significant challenges when it comes to their technology architecture. Despite rapid advancements, many credit union platforms remain hamstrung by outdated systems that make adapting to changing member expectations and launching new services an uphill battle. Why is this happening? Much of the problem comes down to architecture and vendor selection.
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Tags: Customer Experience, Digital Transformation, IT Strategy
Solving Each Other's Problems: How Solomon's Paradox Empowers Credit Unions to Transform Through Collaboration
LinkedIn
October 28, 2024
When you’re immersed in daily operations and challenges, it’s natural to experience the "wisdom gap" that Solomon’s Paradox highlights. This is where DxO Advisors, LLC makes the difference. By engaging with an external partner who brings objectivity and expertise, credit unions can make decisions with greater clarity and confidence.
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Tags: Customer Experience, Digital Transformation, IT Strategy
3 Steps to Future-Proofing Your Credit Union
The Credit Union Connection
October 23, 2024
As credit unions plan for the future, they must take a measured, thoughtful approach to their transformation strategy. By allowing the business to lead the way, adopting an omni mindset, and being open to outside help and perspectives, you can build a credit union that not only meets today’s demands but also is prepared for tomorrow’s challenges.
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Tags: Business Strategy, Customer Experience, IT Strategy
How Fractional Executives Are Powering Credit Union Success
LinkedIn
October 21, 2024
In today's competitive financial landscape, credit unions need access to specialized expertise to stay ahead. By leveraging fractional executives like Chief Digital Officers, Chief Strategy Officers, and Chief Experience Officers, credit unions can bring in world-class leadership on a budget-friendly, scalable basis. This approach empowers credit unions to drive digital innovation, ensure long-term strategic success, and deliver exceptional member experiences – all without the financial burden of full-time executive salaries.
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Tags: Business Strategy, Digital Transformation, Leadership
From Products to Purpose: Designing Digital Experiences Around Member Goals
LinkedIn
October 14, 2024
Credit unions have always been about putting members first. Now, in the digital age, there’s a tremendous opportunity to extend that philosophy to digital experiences. By focusing on what members want to do—whether it’s joining the credit union, buying a home, or achieving financial independence—credit unions can offer a more personalized, engaging, and goal-driven experience.
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Tags: Customer Experience, Design Thinking, Digital Transformation
Future-Proofing Your Credit Union Tech Stack: Navigating The Key Trends Shaping the Industry
LinkedIn
October 07, 2024
Credit unions are at a critical juncture. To remain relevant and competitive, they must not only embrace technology but also cultivate a mindset of continuous learning and adaptation. The key trends—AI, blockchain, open banking, payments innovation, and non-FI competition—are reshaping the financial landscape. To thrive, credit unions need a tech stack that is future-proof, partnerships that are aligned with long-term goals, and talent that can drive innovation from both inside and outside the industry.
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Tags: Business Strategy, Digital Transformation, IT Strategy
Every Start Needs A Stop: Credit Union Leaders Should Prioritize "Stop Doing" As Much As "Start Doing"
LinkedIn
September 30, 2024
While credit union leaders are often eager to start new initiatives, programs, or services, it’s equally important to recognize when stopping is the best course of action. By embracing a “stop doing” mindset, leaders can avoid overextension, refine their focus, improve operational efficiency, and drive innovation—all while ensuring that resources are allocated in ways that provide the greatest value to members.
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Tags: Business Strategy, Digital Transformation, Management
Digital as a Branch (DaaB): Help Your Credit Union Determine the Right Next Investment
LinkedIn
September 23, 2024
Credit unions can evaluate their investments in digital channels using the same financial metrics applied to branches. As they focus on managing costs and maximizing investment potential, it becomes increasingly important to utilize consistent financial evaluation principles. This approach enables credit unions to comprehensively assess the impact and effectiveness of both their digital and physical investments.
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Tags: Business Strategy, Digital Transformation, IT Strategy
Digital Transformation For Credit Unions: A Continuum, Not a Destination
LinkedIn
September 16, 2024
In today’s rapidly evolving technological landscape, digital transformation in the credit union industry is no longer a one-time event or a single, linear process. Instead, it is a dynamic, continuous journey that requires constant adaptation to new technologies, member expectations, and regulatory changes. Credit unions must embrace this continuum of transformation to stay competitive and meet the evolving expectations of members and businesses alike.
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Tags: Business Strategy, Customer Experience, Digital Transformation
How Fintech Founders Actually Land Bank Partnerships
Counting Change: Tech Transformation in Community Finance with Kevin Porter
