Book: Banking on Digital Growth by James Robert Lay

Why We Love It: This practical and forward-thinking book explores how financial institutions can adapt, compete, and grow in an increasingly digital world. James Robert Lay focuses on the changing expectations of customers and members and the importance of creating experiences that build trust and make financial decisions easier. He encourages banks and credit unions to look beyond technology itself and focus on the people they serve, their financial needs, and the journeys they take when choosing products and services. Banking on Digital Growth offers valuable insight into how financial institutions can combine digital tools, marketing, sales, and the human experience to create stronger relationships and sustainable growth.

Takeaway Tip: Digital growth is about more than technology. Start with the customer/member, understand what they need, and use digital tools to make their financial journey easier, more personal, and more meaningful.

Recommended by Alfira Racins, Branch Manager, Service Credit Union