American Express’ Stephanie Schultz: We differentiate customer service by using a blend of automation and human assistance

Member Exclusive, New banks, Podcasts

Nubank’s Ethan Eismann: ‘You have to love your customers fanatically for them to love you fanatically’

• Nubank launched Nu Global and a dedicated U.S. product this month, its first consumer launch outside Brazil, Mexico, and Colombia.
• Chief Design Officer Ethan Eismann explains why he believes trust in banking is built through app performance and care, not just aesthetics.

Opinion, Podcasts

Over and Underhyped: The banking trends we’re getting wrong

• In Episode 2 of The Editors’ Room, Sara and Zack each pick one trend they think the financial industry is getting wrong – one overhyped and one underhyped.
• Sara looks at the fight for primary financial relationships, while Zack makes the case for why bank branches still have an important role to play in an increasingly digital banking landscape.

Banking, Member Exclusive, Podcasts

Venture banking 3.0: How Stifel is rebuilding trust after Silicon Valley Bank

• Stifel's Katya Kohen explains how venture banking is being rebuilt into what she calls 3.0 after Silicon Valley Bank's collapse.
• She breaks down why bigger banks and neobanks each fell short of replacing SVB, and why venture debt has become essential capital for AI founders.

Banking, Lending, Member Exclusive, Podcasts, SMB Finance

Live Oak Bank’s BJ Losch on why AI is an accelerant, not a strategy

• Live Oak Bank grew from lending only to veterinarians into 40 verticals without ever opening a branch.
• President BJ Losch explains how AI is helping cut SBA loan approval-to-close times from over 100 days toward a two-week target, while keeping the credit decision itself with a human underwriter.

Artificial Intelligence, Banking, Podcasts

“Amy has the what. I help with the how”: Inside Bank of America’s data and AI partnership

• Bank of America's Michelle Boston and Amy Avery reveal how "disciplined velocity" let them scale 30+ generative AI use cases.
• The execs breakdown why trust is the real metric behind BofA's AI bets, and dive into what it takes for two leaders at one of the biggest organizations in the industry to stay ahead of the curve.