Podcasts about member experience

This episode recorded live at the Becker's Spring 2026 Payer Issues Roundtable features Sharon Williams, Chief Executive Officer, and Management Consultant, University of Michigan Health Plan. Sharon shares insights on balancing rising utilization costs with member experience, the role of technology and data integration in improving care coordination, and why expanding access to healthcare coverage is critical to building a healthier America.In collaboration with Hippocratic AI.

This episode recorded live at the Becker's Spring 2026 Payer Issues Roundtable features Cara Wahmann, Executive Director Clinical Oversight & Ops Support, HCSC,  who discusses how health plans are navigating rising complexity across regulation, digital transformation, and member expectations. She also shares insights on using interoperability and AI to reduce administrative friction, digitize clinical policies, and improve consistency, personalization, and outcomes across payer operations.In collaboration with Hippocratic AI.

"To quote my business partner, a broker makes you broker."To celebrate the 5-year and 250th-episode anniversary of the podcast, we recorded a special live panel in front of an audience featuring three of the most forward-thinking minds in the benefits space: Chris Hamilton (Hotchkiss Insurance), Taylor Rogers (CCIG), and Seth Denson (Acrisure).In this "State of the Union" episode, we tackle the existential crisis facing mid-market employers and the healthcare industry at large. The panel holds nothing back as we debate the illusion of PPO network discounts, the weaponization of AI in medical billing, and why staying fully-insured absolutely does not protect a CFO from fiduciary liability lawsuits. The guys also share their personal "Jerry Maguire" moments - the exact turning points in their careers when they decided to stop chasing commissions and start fighting for the patients and employers footing the bill.Following the main discussion, we hosted a Q&A featuring questions from the audience.If you are an employer looking to take control of your healthcare spend or an advisor wanting to stay relevant in a rapidly changing market, this live discussion is packed with actionable strategy.Thank you to all who have listened for helping us get to 5 years!Thank you to our 2026 sponsors!ParetoHealth: ParetoHealth empowers midsize employers with a long-term solution to reduce volatility and lower overall health benefits costs. Visit https://www.paretohealth.com/fully-insured-vs-self-funding-with-paretohealth-spencer-podcast/?utm_source=youtube&utm_medium=referral&utm_campaign=SelfFundedwSpencer to learn more.Samaritan Fund: A program that connects those who need help to the support they need. We are proud to offer the Samaritan Fund Program. Visit SamaritanFundProgram.com to learn more.Vālenz Health: We're Vālenz Health, your partner in improving health literacy, reducing plan spend, and delivering high-value healthcare. Visit ValenzHealth.com to learn more.Imagine360: Imagine360 helps self-funded employers save on healthcare with smarter health plans. Cut expenses by 20-30% with custom solutions. Contact us today at Imagine360.com.Episode Chapters(00:00:00) Intro: Welcome to the 5-Year Anniversary Live Show (00:01:51) Meet the Panel: Chris Hamilton, Taylor Rogers, and Seth Denson (00:04:56) State of the Union: Is the Benefits Industry in a Crisis? (00:11:12) Broker vs. Consultant: Defining the Difference (00:17:26) Following the Money: Controlling Facility Costs & Member Experience (00:24:02) Are Traditional PPO Networks a Scam? (00:34:46) Building Tiered Benefit Structures and Narrow Networks (00:40:22) The AI Threat: Weaponized Billing and the Loss of the "Training Ground" (00:55:40) Fiduciary Responsibility and the Threat of Employer Lawsuits (01:05:03) The Next 5 Years: Breaking Up Insurance Monopolies (01:11:18) Audience Q&A: Preventing High-Cost Claimants with DPC (01:15:30) The Panel's "Jerry Maguire" Career Moments (01:20:46) The Reality of Price Transparency and Medical Shopping (01:26:03) Navigating the Wild West of the No Surprises Act (NSA) (01:29:45) Why Fully-Insured Plans Don't Protect CFOs from Fiduciary Liability (01:32:21) Closing Remarks and the 5-Year Whiskey GiveawayKey Links for Social:@SelfFunded on YouTube for video versions of the podcast and much more - https://www.youtube.com/@SelfFundedListen/watch on Spotify - https://open.spotify.com/show/1TjmrMrkIj0qSmlwAIevKA?si=068a389925474f02Listen on Apple Podcasts - https://podcasts.apple.com/us/podcast/self-funded-with-spencer/id1566182286Follow Spencer on LinkedIn - https://www.linkedin.com/in/spencer-smith-self-funded/Follow Spencer on Instagram - https://www.instagram.com/selffundedwithspencer/

This episode recorded live at the Becker's Spring 2026 Payer Issues Roundtable features Rob Hitchcock, President and Chief Executive Officer, Select Health. Rob discusses the operational pressures facing payers today, including Medicare Advantage challenges and rising pharmaceutical costs, while sharing how Select Health is leveraging AI and end-to-end member insights to improve care coordination, trust, and the overall member experience.In collaboration with Hippocratic AI.

"To quote my business partner, a broker makes you broker."To celebrate the 5-year and 250th-episode anniversary of the podcast, we recorded a special live panel in front of an audience featuring three of the most forward-thinking minds in the benefits space: Chris Hamilton (Hotchkiss Insurance), Taylor Rogers (CCIG), and Seth Denson (Acrisure).In this "State of the Union" episode, we tackle the existential crisis facing mid-market employers and the healthcare industry at large. The panel holds nothing back as we debate the illusion of PPO network discounts, the weaponization of AI in medical billing, and why staying fully-insured absolutely does not protect a CFO from fiduciary liability lawsuits. The guys also share their personal "Jerry Maguire" moments - the exact turning points in their careers when they decided to stop chasing commissions and start fighting for the patients and employers footing the bill.Following the main discussion, we hosted a Q&A featuring questions from the audience.If you are an employer looking to take control of your healthcare spend or an advisor wanting to stay relevant in a rapidly changing market, this live discussion is packed with actionable strategy.Thank you to all who have listened for helping us get to 5 years!Thank you to our 2026 sponsors!ParetoHealth: ParetoHealth empowers midsize employers with a long-term solution to reduce volatility and lower overall health benefits costs. Visit https://www.paretohealth.com/fully-insured-vs-self-funding-with-paretohealth-spencer-podcast/?utm_source=youtube&utm_medium=referral&utm_campaign=SelfFundedwSpencer to learn more.Samaritan Fund: A program that connects those who need help to the support they need. We are proud to offer the Samaritan Fund Program. Visit SamaritanFundProgram.com to learn more.Vālenz Health: We're Vālenz Health, your partner in improving health literacy, reducing plan spend, and delivering high-value healthcare. Visit ValenzHealth.com to learn more.Imagine360: Imagine360 helps self-funded employers save on healthcare with smarter health plans. Cut expenses by 20-30% with custom solutions. Contact us today at Imagine360.com.Episode Chapters(00:00:00) Intro: Welcome to the 5-Year Anniversary Live Show (00:01:51) Meet the Panel: Chris Hamilton, Taylor Rogers, and Seth Denson (00:04:56) State of the Union: Is the Benefits Industry in a Crisis? (00:11:12) Broker vs. Consultant: Defining the Difference (00:17:26) Following the Money: Controlling Facility Costs & Member Experience (00:24:02) Are Traditional PPO Networks a Scam? (00:34:46) Building Tiered Benefit Structures and Narrow Networks (00:40:22) The AI Threat: Weaponized Billing and the Loss of the "Training Ground" (00:55:40) Fiduciary Responsibility and the Threat of Employer Lawsuits (01:05:03) The Next 5 Years: Breaking Up Insurance Monopolies (01:11:18) Audience Q&A: Preventing High-Cost Claimants with DPC (01:15:30) The Panel's "Jerry Maguire" Career Moments (01:20:46) The Reality of Price Transparency and Medical Shopping (01:26:03) Navigating the Wild West of the No Surprises Act (NSA) (01:29:45) Why Fully-Insured Plans Don't Protect CFOs from Fiduciary Liability (01:32:21) Closing Remarks and the 5-Year Whiskey GiveawayKey Links for Social:@SelfFunded on YouTube for video versions of the podcast and much more - https://www.youtube.com/@SelfFundedListen/watch on Spotify - https://open.spotify.com/show/1TjmrMrkIj0qSmlwAIevKA?si=068a389925474f02Listen on Apple Podcasts - https://podcasts.apple.com/us/podcast/self-funded-with-spencer/id1566182286Follow Spencer on LinkedIn - https://www.linkedin.com/in/spencer-smith-self-funded/Follow Spencer on Instagram - https://www.instagram.com/selffundedwithspencer/

Artificial intelligence (AI) is moving fast in pensions. In this special edition of Hymans Robertson On…, Dan McMahon is joined by Jo Darbyshire from Local Pensions Partnership Administration (LPPA), Ted Mackereth from Just Group and Scott Finnie from Hymans Robertson to explore what that means in practice.From AI-powered meeting minutes and query routing to faster software development, the conversation stays grounded in real use cases. It also looks at why member-facing AI is still rare, and what schemes can do to help members access their own data safely.The panel digs into the big blocker too: data quality. “Garbage in, garbage out” still applies, but AI adds new risks even when your data is right. Trustees may want to treat data quality like cybersecurity on the risk register.  They close with practical thoughts on governance, people and responsible use, so you can test ideas without losing human judgement and creativity.Hymans Robertson disclaimerThis podcast has been prepared by Hymans Robertson LLP, and is based upon our understanding of events as at release date. It is designed to be a general summary of topical investment matters and is not specific to the circumstances of any particular employer or pension scheme. The information contained in this podcast should not be construed as advice and not be considered as a substitute for specific advice as the information is generic in nature. Where a podcast refers to legal matters please note that Hymans Robertson is not qualified to provide legal opinion and therefore you may wish to obtain independent legal advice to consider any relevant law and/or regulation. Hymans Robertson LLP accepts no liability for errors or omissions. Your Hymans Robertson LLP consultant will be pleased to discuss matters raised in this podcast in greater detail. Guests views are separate to that of Hymans Robertson.The information provided in this broadcast is not financial advice. Past performance is not a guide to the future. Please note the value of investments, and income from them, may fall as well as rise. This includes but is not limited to equities, government or corporate bonds, derivatives and property, whether held directly or in a pooled or collective investment vehicle. Further, investments in developing or emerging markets may be more volatile and less marketable than in mature markets. Exchange rates may also affect the value of investments. As a result, an investor may not get back the full amount of the original investment. Past performance is not necessarily a guide to future performance. Hymans Robertson LLP is authorised and regulated by the Financial Conduct Authority and Licensed by the Institute and Faculty of Actuaries for a range of investment business activities.

This episode recorded live at the Becker's Spring 2026 Payer Issues Roundtable features Jennifer St Thomas, Senior Vice President, Commercial and Medicare Markets, Mass General Brigham Health Plan. She discusses the growing focus on affordability, improving access to lower cost sites of care, and how digital tools and AI are helping simplify member communications and strengthen care coordination.In collaboration with Hippocratic AI.

This episode recorded live at the Becker's Spring 2026 Payer Issues Roundtable features Nora Leibowitz, Chief Medicaid Program Officer, CareOregon. She discusses rising utilization and funding pressures, how CareOregon is streamlining operations to improve member and provider experience, and the role of data and AI in reducing friction and strengthening outcomes.In collaboration with Hippocratic AI.

In this Bright Spots in Healthcare episode, host Eric Glazer brings together payer and strategy leaders to explore a fundamental challenge in Medicare Advantage: why improving experience is not about measuring more, but managing better. This conversation focuses on where performance is actually being lost across the member journey, not within individual programs, but in the gaps between them. Plans continue to invest in outreach, pharmacy, provider engagement, and member services, yet still struggle to translate those efforts into consistent member action and measurable outcomes. This is a candid discussion for executives navigating rising expectations around experience, increasing pressure on Stars performance, and the need to deliver results through coordination, not just activity.   Our guests include: Dan Knecht, MD, Chief Medical Officer, EmblemHealth Stacey Friedman, Senior Director, Quality & HEDIS/Stars, Doctors HealthCare Plans Paula Jacobson, Director, Quality and Population Health, Security Health Plan Dave Burianek, Chief Strategy Officer, MedOrion    Together, they explore: Where member experience breaks down across the journey, especially in the moments immediately following enrollment Why campaign-based outreach is no longer sufficient to drive engagement or outcomes How leading plans are shifting from volume to sequencing, focusing on the next best action rather than multiple simultaneous asks What it takes to align pharmacy, quality, and member experience into a coordinated system How organizations are improving performance by reducing friction, increasing clarity, and guiding members toward action  This episode offers a practical look at how leading plans are rethinking CAHPS as a reflection of the full member journey, and what it takes to design that experience in a way that consistently drives performance.  Panelist Bios: https://www.brightspotsinhealthcare.com/events/beyond-the-survey-how-medicare-advantage-plans-are-rethinking-cahps-and-member-experience/ Download the Episode Guide: Get key takeaways and expert highlights to help you apply lessons from the episode. Download guide: https://www.brightspotsinhealthcare.com/wp-content/uploads/2026/04/April_16_Episode_Guide.docx.pdf Key Insights Summary: Find key insights from the discussion, guest takeaways, and detailed moderator notes captured by Eric during the conversation, https://www.brightspotsinhealthcare.com/wp-content/uploads/2026/04/04-16-26-KIS-Beyond-the-Survey-Session.pdf Resources:  Report: Redesigning Experience: Why CAHPS Performance Is Won or Lost in the Member Journey This report examines why Medicare Advantage plans often see CAHPS results that don't reflect the effort they put in. The issue is not a lack of activity. It's that CAHPS reflects a year's worth of member experience, shaped by care access, coordination, navigation, and follow-through, not isolated interactions or last-minute interventions. Drawing on real-world examples, the report shows how improving underlying care events like annual wellness visits, redirecting care to the right setting, and strengthening member understanding directly influences CAHPS performance, and why results cannot be changed at the end of the measurement year. Inside, you'll find insights on: Why CAHPS questions act as proxies for clinical events like annual wellness visits and care coordination Where campaign-based engagement models fall short in shaping member experience How friction accumulates across touchpoints and impacts perception long before the survey is fielded What changes when plans shift from disconnected outreach to coordinated, journey-based design How aligning Stars, quality, and care delivery reduces fragmentation and improves outcomes Why understanding member barriers, including access, confusion, and behavioral factors, is critical to driving action The broader lesson is operational: plans that consistently perform on CAHPS are not doing more outreach. They are designing member journeys that reduce friction, coordinate care and communication, and naturally produce better experiences over time. To request your copy of the report, please contact show producer Jessica Tenzer at nroberts@brightspotsventures.com. Thank You to Our Episode Partner, MedOrion: MedOrion helps health plans move beyond static segmentation by using real-time clinical, situational, and behavioral signals to drive meaningful member action. By identifying who to engage, what barriers exist, and when to intervene, MedOrion enables more precise prioritization and coordination of outreach. This approach helps close care gaps, improve adherence, reduce avoidable utilization, and drive more consistent performance across cost, quality, and experience. Learn more at medorion.com.  Schedule a Meeting with a Senior Leader at MedOrion: To explore how MedOrion can support your organization in moving from campaign-based outreach to coordinated, signal-driven engagement, reach out to show producer Nicole Roberts at nroberts@brightspotsventures.com to schedule a conversation with a member of the MedOrion leadership team.    About Bright Spots Ventures: Bright Spots Ventures is a healthcare strategy and engagement company that creates content, communities, and connections to accelerate innovation.   We help healthcare leaders discover what's working, and how to scale it. By bringing together health plan, hospital, and solution leaders, we facilitate the exchange of ideas that lead to measurable impact. Through our podcast, executive councils, private events, and go-to-market strategy work, we surface and amplify the "bright spots" in healthcare, proven innovations others can learn from and replicate. At our core, we exist to create trusted relationships that make real progress possible. Visit our website at www.brightspotsinhealthcare.com.

In this episode of C.U. on the Show, Doug English speaks withleaders from Alliance Catholic Credit Union and Shift Mate about how credit unions can better connect fragmented data, streamline internal processes, and enhance member engagement. The discussion focuses on how AI-supported workflows may help improve efficiency, support lending operations, and provide more timely, relevant member interactions.

In this episode of C.U. on the Show, Doug English speaks withleaders from Alliance Catholic Credit Union and Shift Mate about how credit unions can better connect fragmented data, streamline internal processes, and enhance member engagement. The discussion focuses on how AI-supported workflows may help improve efficiency, support lending operations, and provide more timely, relevant member interactions.

In this episode of C.U. on the Show, Doug English speaks withleaders from Alliance Catholic Credit Union and Shift Mate about how credit unions can better connect fragmented data, streamline internal processes, and enhance member engagement. The discussion focuses on how AI-supported workflows may help improve efficiency, support lending operations, and provide more timely, relevant member interactions.Watch the video episode here: https://youtu.be/2mbLgtuLFxURead the episode summary here: How Credit Unions Can Improve Member Experience and Operational Efficiency with AI-Enhanced Workflows | ACT AdvisorsThe guests on today's show are not affiliated with or endorsed by ACT Advisors, LLC and their opinions are their own. ACT Advisors did not provide cash or non-cash compensation for their participation. ACT Advisors, LLC is an SEC-registered investment adviser. Registration does not imply a certain level of skill or training. This content is provided for informational purposes only and is not investment, legal, or tax advice.

What happens when a global HR expert falls in love with the credit union movement? Nenuca Syquia, CEO of Boxd, joins Mark Ritter to challenge how credit unions think about leadership development, change management, and staying relevant in a shifting market. With the average credit union member now 53 years old, the urgency to attract younger generations is real. Nenuca brings bold ideas on board diversity, mission-driven culture, and why the best-kept secret in financial services needs to start telling a much better story.What You Will Learn in This Episode: ✅ Why credit union leadership must evolve beyond institutional comfort zones, and how bringing in diverse board perspectives can sharpen both mission focus and competitive awareness against the broader financial services market.✅ How the concept of "human bridges" inside your organization can prevent costly digital transformation failures by connecting tech language with real-world member workflows and day-to-day operations.✅ How embedding long-tenured employee knowledge into clear operational principles supports member experience consistency, especially as credit unions grow through merger integration and generational workforce transitions.Subscribe to Credit Union Conversations for the latest credit union trends and insights on loan volume and business lending! Connect with MBFS to boost your credit union's growth today.TIMESTAMPS: 00:00 Observations on credit union leadership trends and Mark introduces Nenuca Syquia of Boxed03:11 Nenuca shares her personal journey as a credit union member and her mission to expand awareness of credit unions11:19 Member demographics, aging membership, and why attracting younger generations is critical for credit union growth15:20 Human bridges and how they connect tech teams to real-world member experience and digital transformation efforts20:21 Board diversity, insularity within the industry, and the need for diverse expertise at the leadership level27:41 Mission-driven culture and change management principles help credit unions stay locally relevantKEY TAKEAWAYS:

“Getting it right means getting the right people, balance, structure, and authority—and everyone loving what they're doing.” – Mark ZookWelcome to episode 230 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight, and Jilly Nowacki, President and CEO of Humanidei.This episode is sponsored by Alacriti, a leading payments fintech helping credit unions modernize money movement. Alacriti enables real-time money movement experiences for loan payments, A2A transfers, digital disbursements, and bill pay. Through a single cloud-native platform that connects to RTP, FedNow, Fedwire, ACH, Visa Direct, and Zelle, credit unions can progressively modernize without overhauling legacy systems. Learn more at alacriti.com!In this new 2026 season, Jilly and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too.Join us for this episode as we welcome Mark Zook, President and CEO of Maps Credit Union. He joins us to discuss something that many leaders experience but rarely say out loud: the fact that real growth often begins after you become the CEO. Mark stepped into the CEO role internally and has continued to evolve as a leader via years of work both inside his organization and across the credit union movement!Listen in as Mark shares what it was like moving into the CEO seat after seventeen years at Maps, believing himself to be prepared only to quickly realize how wrong that he had been. His first months in the role happened during the chaos of the Great Recession, which forced him and his newly assembled executive team to come together quickly, make difficult decisions, and build resilience in real time—all early challenges which shaped how he approaches leadership today!We also spend some time talking about one of the biggest transitions leaders face: shifting from being the person who gets things done to the person who empowers others to do the work. Mark reflects on how his “builder” mindset had to evolve once he became CEO. Instead of being the one executing, he instead had to learn how to listen, support, and guide the people around him.Throughout our conversation, we also touch upon the role that mentors play in leadership growth, with Mark reflecting on the major influence that former Maps CEO Dan Penn had on him, having pushed him into opportunities long before he felt ready. That spirit of curiosity and experimentation has shaped a lot of Maps' culture—from launching organizations that benefit the industry and even to entering newly emerging areas such as cannabis banking. We also talk about the value of iteration in leadership and how ideas rarely start fully formed. Hear how many of the initiatives that began as small experiments at Maps have grown into major organizations serving credit unions nationwide.Along the way, Mark shares lessons about risk, resilience, and the importance of building strong teams. If you have ever wondered what leadership growth looks like after the promotion, our conversation with Mark Zook offers an honest and thoughtful perspective!Find the full show notes on cuinsight.com.Connect with Mark:Mark Zook, President/CEO of Maps Credit UnionSend us Fan Mail

Hospitality careers don't follow straight lines — and that's exactly where the opportunity lies. In this episode, Kimberley Malcolm, General Manager of Member Experience & Compliance at the Australian Hotels Association (Victoria), shares her journey from pouring beers behind the bar to shaping leadership, compliance and community across the hospitality and gaming sectors. You'll hear practical insights on: Why “soft skills” are actually leadership superpowers How women can confidently step into leadership — even when the room doesn't look like them The power of mentorship, sponsorship and genuine networking How hospitality venues remain the heartbeat of their communities This is a must-listen for hospitality professionals, emerging leaders and women ready to grow their influence without losing authenticity. Listen now & share with someone building their career in hospitality. Contact Kimberley AHA Website: www.ahavic.com.au State of the Industry Report: https://www.ahavic.com.au/get-to-know-us/13569-2/ Global Gaming Women: https://www.globalgamingwomen.org/ Contact Michelle Website: www.michellepascoe.com

Send a textOnly about one third of your members feel understood by you - that's the harsh fact that emerges from a member experience survey conducted by the Harris Poll and sponsored by White Clay, a fintech that says it helps banks and credit unions enhance customer relationships and profitability.On the show today is Mac Thompson, CEO and founder of White Clay, to tell why members feel misunderstood and also to explain why he says credit unions should get busy implementing human-centered digital strategies in 2026.Human centered digital? Isn't that a contradiction in terms?Thompson explains why it isn't self contradictory and why he believes this may be the key that unlocks greater successes for the credit unions that make it happen.Along the way he agrees that the biggest banks - Chase, B o A and a few others - have a huge lead in implementing AI.  But Thompson is also optimistic that there is a path to success for credit unions that nurture their human bonds with members.This is a show with a lot of big thoughts.  But now - with AI rolling out everywhere and seemingly changing everything - now indeed is the time for credit unions to think big.And Thompson thinks they can.Listen up.Like what you are hearing? Find out how you can help sponsor this podcast here. Very affordable sponsorship packages are available. Email rjmcgarvey@gmail.com  And like this podcast on whatever service you use to stream it. That matters.  Find out more about CU2.0 and the digital transformation of credit unions here. It's a journey every credit union needs to take. Pronto

Welcome to the CanadianSME Small Business Podcast, hosted by Maheen Bari. In this episode, we explore how innovation ecosystems, strategic learning, and strong founder networks help Canadian entrepreneurs build world class ventures and achieve measurable growth.Our guest is Nirali Rathwa, Associate, Member Experience, Programming and Corporate Innovation at MaRS Discovery District, Canada's largest innovation hub. Nirali shares how capability building, community driven support, and inclusive program design are shaping the next generation of successful founders across the country.Key HighlightsEvolving Startup Reality: How AI and global connectivity are reshaping entrepreneurship in Canada. Power of Networks: Why community, partnerships, and shared learning accelerate founder growth. Capability Building: How skills like pricing, hiring, and storytelling matter as much as capital. Accessible Pathways: How digital platforms and programs expand access beyond major cities. Future Vision: How MaRS is enabling founders to tackle climate and healthcare challenges.Special Thanks to Our Partners:UPS: https://solutions.ups.com/ca-beunstoppable.html?WT.mc_id=BUSMEWAGoogle: https://www.google.ca/A1 Global College: https://a1globalcollege.ca/ADP Canada: https://www.adp.ca/en.aspxFor more expert insights, visit www.canadiansme.ca and subscribe to the CanadianSME Small Business Magazine. Stay innovative, stay informed, and thrive in the digital age!Disclaimer: The information shared in this podcast is for general informational purposes only and should not be considered as direct financial or business advice. Always consult with a qualified professional for advice specific to your situation.

Welcome to the CanadianSME Small Business Podcast, hosted by Maheen Bari. In this episode, we explore how technology, empathy, and AI come together to deliver digital healthcare at national scale without losing the human touch.Our guest is Trevor Heselton, Vice President of Member Experience at Dialogue. A seasoned product leader with over $250 million in value created across organizations like Wayfair and TELUS Digital, Trevor shares how Dialogue supports nearly a quarter of Canadians while maintaining compassionate, high quality care.Key HighlightsReducing Digital Friction: How small changes in the member journey improved follow through and care completion. AI in Clinical Workflows: How automation supports providers and members without compromising empathy. Mental Health Intake Design: Why booking and intake moments matter most and how user data shaped improvements. Scaling With Insight: How data and curiosity guide product decisions at a national healthcare scale. Clinical Excellence Leadership: What Exemplary Standing accreditation means and how it influences Dialogue's future roadmap.Special Thanks to Our Partners:UPS: https://solutions.ups.com/ca-beunstoppable.html?WT.mc_id=BUSMEWAGoogle: https://www.google.ca/A1 Global College: https://a1globalcollege.ca/ADP Canada: https://www.adp.ca/en.aspxFor more expert insights, visit www.canadiansme.ca and subscribe to the CanadianSME Small Business Magazine. Stay innovative, stay informed, and thrive in the digital age!Disclaimer: The information shared in this podcast is for general informational purposes only and should not be considered as direct financial or business advice. Always consult with a qualified professional for advice specific to your situation.

On this episode of The Association Podcast, we welcome Laura Sparks, Director of Marketing and Communications at the American Society of Appraisers. We dive into Laura's journey into the association space, exploring her eclectic background and approach to marketing and leadership. We also discuss the importance of member engagement, the integration of AI in association marketing, and the critical role of content quality. Laura highlights the significance of marketing's seat at the table and the need for collaborative planning to enhance member experiences and drive growth. Additionally, we explore volunteer engagement strategies and the value of feedback in refining marketing efforts. 00:00 Introduction and Guest Welcome 00:37 Rapid Fire Questions 02:23 Laura's Journey into Associations 05:40 Marketing and Sales Synergy 05:56 Content Marketing and AI 08:59 Tagging and Data Management 15:50 Member Experience and Feedback 26:01 The Role of Marketing in Associations 27:58 Marketing vs. Promotion: Understanding the Difference 29:55 The Importance of Marketing's Seat at the Table31:02 Gender Dynamics in Marketing 32:29 Engaging Volunteers Effectively 35:28 Marketing Volunteer Opportunities 38:16 The Challenges of Committee Work 43:49 Planning and Ideation in Marketing 50:24 Final Thoughts and Farewell

Today's show deals with the loss of a spouse, which we all know is a serious and devastating loss for so many women. In fact, here are some statistics on being a widow in the United States:For women under 50, being widowed occurs less than 12% and under 40, it's less than 5%.Even though it seems rare, this adds up to 73,000 new U.S. widows each year between the ages of 35-54 years old.The average age for widowhood in the U.S. is around 59, but like I just said, many women are widowed much younger, during their working years. And PS, if we take age out of the mix, 2,800 women are widowed each day, or over 1 million per year. That's staggering.This topic hits particularly close to home for me because my mom was in that statistic. She was 43 years old when my dad died from kidney cancer that move to the bone at 48. 48. I wanted Sandy to share her story because it is an important one. Also, Sandy pays it forward with tips for other women facing a similar situation and the aftermath of challenges from being a widow.In my discussion with Sandy, we chatted about:Her late husband, Scott's, story.How Sandy handled life and work after Scott's passing.The challenges widows face. What Sandy's life and work look like today. Resources that Sandy recommends widows leverage to make the season more bearable.Some of the tips and resources that Sandy provides during our conversation are unexpected, so listen in!Here's more about Sandy:Sandy Ramage-Kallal has over 15 years of experience in the credit union industry and currently serves as Director of Member Experience at the Illinois Credit Union League, supporting nearly 200 credit unions. Her background includes roles in training and development, community relations, and project management, as well as experience in education and nonprofit leadership. Sandy has served on the League's Young Professional Advisory Committee, chaired the Burnett Chapter of Credit Unions, and presented at national conferences. She holds a master's in social Geography and a bachelor's in history from Southern Illinois University Edwardsville. Outside of work, Sandy enjoys traveling with her husband and daughter.

Charity Duckett, director of member experience and engagement at Regence, talks about how Regence created a Member Experience Office to improve how our members interact with us and get their health care needs met in an increasingly complicated marketplace. 

In this episode of Payer Issues, Rachel French, Chief Strategy and Partnerships Officer at MD Live by Evernorth, discusses the impact of point solution fatigue on the member experience, and how MD Live is redefining access with care that's connected, personalized, and provider-guided.This episode is sponsored by MD Live by Evernorth.

I showed up to my first member-guest at Tampa Palms sick, under-prepared, and running on caffeine, ibuprofen, and grit—and still found a way to win our flight and taste the shootout. In this raw recap, I walk you through the chaos (slow play, no warm-up, rules hiccups), the lows (bunker disasters), and the highs (clutch sand save on the final hole). You'll hear exactly how I managed energy, self-talk, and strategy when my plan went to zero—and how those same mindset levers translate to your next round and your business. In this episode, you'll learn: How to manage expectations and energy when your prep falls apart The mindset shift that helped me play calm golf while feeling physically awful How to simplify focus and stay composed through delays, chaos, and pressure What poor communication (and one painful scoring mistake) taught me about teamwork The mental difference between avoiding a weakness and training through it Why gratitude is the fastest way to reset mid-round and regain confidence How emotional awareness off the course—like parenting guilt or stress—affects your game and composure on it Buckle up for an exciting, relatable ride navigating plenty of highs and lows during an epic Member-Guest weekend. Get your pencils ready and start listening. P.S. Curious to learn more about the results my clients are experiencing and what they say about working with me? Read more here. Play to Your Potential On (and Off) the Course Schedule a Mindset Coaching Discovery Call Subscribe to the More Pars than Bogeys Newsletter Download my "Play Your Best Round" free hypnosis audio recording. High-Performance Hypnotherapy and Mindset Coaching Paul Salter - known as The Golf Hypnotherapist - is a High-Performance Hypnotherapist and Mindset Coach who leverages hypnosis and powerful subconscious reprogramming techniques to help golfers of all ages and skill levels overcome the mental hazards of their minds so they can shoot lower scores and play to their potential. He has over 16 years of coaching experience working with high performers in various industries, helping them get unstuck, out of their own way, and unlock their full potential. Click here to learn more about how high-performance hypnotherapy and mindset coaching can help you get out of your own way and play to your potential on (and off) the course. Instagram: @thegolfhypnotherapist Key Takeaways: Control the controllables, shrink the focus. Limited energy forced me to narrow attention to a few keys—hydration, tempo, target. Gratitude regulates performance. A 60-second gratitude reset shifted me from frustration to neutral and sparked a strong finish. Communication is strategy. Score-checking and slowing down on tap-ins would've saved a hole; over-communicate under stress. Bunker avoidance isn't a plan. Weakness avoidance became a liability; targeted reps + one committed technique are mandatory. Course management beats ego. Long irons and conservative lines kept us in play and in matches—even without driver. Blissful boredom wins. Treat each shot as routine; remove drama to keep execution steady through delays and chaos. Team > hero shot. Celebrate partners' contributions as much as your clutch moments; it strengthens trust when it matters. Key Quotes: "I had zero energy—so I spent it on the only three things that moved the needle." "Gratitude was my reset button; it pulled me from anger back to neutral." "Avoiding a weakness is not a strategy—it's a ticking time bomb." "When the day goes sideways, shrink the goal to one shot and one breath." "Over-communicate scores under pressure; assumptions are expensive." "Blissful boredom is a superpower—routine drains the drama out of big moments." "Winning our flight wasn't one swing; it was two teammates honoring their roles." Time Stamps: 00:00: The Build-Up to the Member Guest Event 02:36: Experiencing the Member Guest Event 05:27: Navigating Challenges and Expectations 08:35: Reflections on Performance and Resilience 11:16: The Final Matches and Lessons Learned 13:57: The Shootout Experience and Takeaways

Welcome to HALO Talks! In today's episode, host Pete Moore sits down with Rick Dennis, Co-Founder of Bakersfield's Body Xchange and a definite "OG" in the HALO sector. With over 30 years of experience—including a storied career at Family Fitness, 24 Hour Fitness, and launching successful clubs with longtime partner John Ovanessian—Rick shares insights on evolving gym models, member experience, and responding to changing trends. Rick and Pete chat about how Body Xchange became a place “where everybody trains,” adapting to the post-COVID demand for more strength training, flexible facilities, and self-guided workouts. Rick opens up about the importance of listening to your local community, running a tight operation with zero leverage, and the unique advantages of local ownership in a burgeoning market like Bakersfield, CA.  Pete and Rick also chat about future growth—both for Body Xchange and the Bakersfield area itself—as well as reflections on how today's athletes are changing the game in high school sports and beyond. Listen now for a conversation packed with industry wisdom and practical takeaways for fitness professionals (and enthusiasts!) On the "power" of staying debt-free Dennis states, "We're definitely not a leveraged company. I think that's something that's really important to understand because as you mentioned, with 24 Hour Fitness, once you get leveraged then there's restrictions to that. We've never had those kinds of restrictions because of the foundation and how we built it." Key themes discussed Evolution of Body Xchange and their club model. Shift toward strength training post-COVID. Local market dynamics and growth in Bakersfield. Importance of a debt-free, reinvestment-focused business. Personal touch of local ownership versus national chains. Future expansion opportunities in nearby cities. A Few Key Takeaways:  1. Evolution of Member Experience & Strength Focus: Rick highlighted how their business model has shifted post-COVID, with a significant pivot towards strength training and member-driven use of space. Recognizing the growing interest in free weights and Olympic lifting, they repurposed areas like group fitness rooms to fit more strength equipment, reflecting the changing fitness trends among younger demographics. 2. Deep Local Roots & Smart Growth: The Bakersfield market is robust and expanding, with affordable housing attracting a young population. Rick emphasized how their deep local knowledge allows them to strategically backfill old locations and position themselves in growth corridors, staying ahead of national chains and big box gyms. 3. Debt-Free, Locally-Owned, and Well-Maintained Clubs: Rick and John built Body Xchange with a focus on being debt-free and maintaining strong local ownership. This approach means they can swiftly reinvest in facilities, ensure equipment is always up to par, and maintain a high-touch presence—reasons why members prefer their facilities over less locally involved national chains. 4. Adaptable Operational Strategy: Body Xchange made a post-COVID decision to pause personal training, acknowledging a shift toward self-guided, technology-driven workouts. Rick notes they still onboard members and provide guidance, and could easily reboot personal training if the right talent emerges. 5. Expansion Opportunities & Local Demographics: Looking ahead, Rick sees potential for 2–3 more locations within Bakersfield and more expansion into comparable communities like Palmdale and Lancaster, as well as midsized cities between Bakersfield and Fresno or west along the Central Coast. He stressed their ability to replicate the Body Xchange DNA by maintaining control over real estate and ensuring each new club matches the model's culture and values. Resources:  Rick Dennis: https://www.linkedin.com/in/rick-dennis-795252175/  Body Xchange: https://www.bxfitness.com  Integrity Square: https://www.integritysq.com Prospect Wizard: https://www.theprospectwizard.com Promotion Vault: http://www.promotionvault.com HigherDose: http://www.higherdose.com

In this episode of the Association Insights Podcast, host Colleen Gallagher continues the Member Value Reimagined series with an energizing and candid conversation with Julie Davis, Director of Marketing and Membership, and Ben H. Rome, Director of Communications and Brand, at the American Bus Association (ABA).From strategic tech upgrades to authentic storytelling, Julie and Ben share how ABA is reimagining member value in ways that are both deeply personal and forward-looking. You'll hear how they're modernizing systems, listening with intent, and building a sense of belonging for one of the most passionate communities in travel and transportation.Key HighlightsWhy Marketplace is Just the Beginning: ABA's flagship event is a major driver of member satisfaction—but Julie and Ben are on a mission to make sure the other year-round value is just as visible, accessible, and appreciated.Bringing the Member Experience into the Future: From exploring a new member app to investing in data systems and automation, Julie shares how ABA is embracing a fan-first mindset to modernize the member journey—especially for digital-native generations.Authentic Storytelling that Builds Community: Ben reveals how member-driven storytelling has become a powerful differentiator for ABA—creating emotional connections and elevating the association's brand far beyond traditional marketing.The Power of Listening (and What Happens Next): It's not just about hearing members—it's about engaging with them through councils, conversations, and curiosity. Julie and Ben explain how their team uses real-time feedback to surface insights, validate new ideas, and build programs that matter.Advice for Associations in Transition: Whether you're building a tech roadmap, expanding your member base, or navigating cultural change, Julie and Ben offer grounded, practical advice for association professionals rethinking value, engagement, and growth.

In this episode of C.U. on the Show, host Doug English sits down with Steve O'Donnell, CEO of One Nevada Credit Union, and Saroop Bharwani, co-founder of Senso AI, to explore how artificial intelligence is reshaping credit unions. From improving call center performance to building member loyalty and even optimizing for AI-driven search engines, this conversation unpacks actionable strategies every credit union can learn from. Visit the ACT Advisors Blog for a written summary of this episode. Want to learn more about Doug English and ACT Advisors? Visit act-advisors.com!Do you have an idea for a future guest or topic? Email doug@act-advisors.com

Blair McHaney, the president and CEO of MXM, sat down with Club Solutions Magazine Podcast host Rachel Chonko to discuss everything regarding member experience from creating memorable moments to intentional service. Key strategies include empowering staff to foster positive memories, such as sending handwritten cards, making personal introductions and anticipating member needs. McHaney also stresses the importance of operationalizing these practices — focusing on root cause solutions rather than just symptoms — and measuring member experience systematically. He believes clubs should view themselves as hospitality businesses where every interaction matters and creating a sense of belonging is crucial to member retention. Listen to the full discussion here.

Colin Burns on Authentic Leadership, Member Experience & Industry Trends In this conversation, Colin Burns opens up about his remarkable 30+ year career in the private club industry, charting an unexpected path from his family's restaurant business in New Jersey to becoming the youngest General Manager in the history of Winged Foot Golf Club at just 32 years old. Over more than three decades at the helm, Colin oversaw multiple major championships, spearheaded $100M+ in capital improvements, and helped shape one of the most storied clubs in the world. Beyond his personal journey, Colin shares hard-earned leadership lessons—why authenticity matters more than polish, how building real relationships can open doors, and why a culture of fun is essential in an industry that exists to create memorable experiences. He also dives into the realities of member culture, from aligning boards with management to the importance of every touchpoint in shaping satisfaction. Looking ahead, Colin offers a candid take on the future of the club workforce, including opportunities for women and Latinas in leadership roles, concerns about losing long-standing multi-generational staff traditions, and the challenges of recruiting and retaining quality talent in today's labor market. What You'll Learn in this Episode: How Colin's unconventional journey led him to one of the most prestigious GM roles in the world of private clubs Why authenticity and relationships are more important than résumés in career advancement The hidden gaps in board-management communication—and how to fix them Exciting opportunities for women, especially Latinas, in club management Why long-term staff relationships are fading—and what that means for the future of clubs Practical advice on aligning culture, member experience, and staff engagement   Links mentioned in this episode: Colin Burns Consulting - https://colinburnsconsulting.com/ Colin Burns LinkedIn - https://www.linkedin.com/in/burns-colin/  

Get to know Annie Sebastian, Chief Member Strategy Officer for Navy Federal, and how she's setting a new standard for member-centricity as the leader of the credit union's Member Strategy Office.  And we take a short break to celebrate teachers! Who had a teacher at their wedding? Who had a teacher encourage them to continue their path to journalism? And who had a teacher help a scared little boy make friends? Listen to find out!

In this episode of C.U. on the Show, Doug English sits down with Sam Das, Managing Director at TruStage Ventures, and Chris Coleman, Co-Founder of Clutch, to explore how artificial intelligence is transforming the credit union industry. From speeding up lending and deposit processes to personalizing member interactions, they share real-world examples, efficiency gains, and the cultural shifts credit unions need to embrace to compete. Check out the ⁠ACT Advisors Blog⁠ for a written summary of this episode!Want to learn more about Doug English and ACT Advisors? Visit ⁠Home - ACT Advisors®⁠Email doug@act-advisors.com if you have an idea for a future guest or topic.

In this episode of The Association Insights Podcast, we wrap up our August series on artificial intelligence with a standout example of AI in action. Host Colleen Gallagher sits down with Dave Dellin, Chief Executive Officer of the American Paint Horse Association (APHA), to explore how a tech-forward mindset is transforming a legacy association. From reducing call volume to enhancing 24/7 member support, Dave shares how APHA's AI-powered chatbot, BeccaBot, is making life easier for both members and staff—and what's next as they plan to use AI across their digital ecosystem.

Brant Freeman visits with Chris Turnley, EVP of Member Experience at UFCU, about the TXST-UFCU partnership now and moving forward, a new UFCU/Pac-12 exclusive item, his sports fandom and his favorite memory so far with Texas State. 

In this episode of ShiftShapers, host David A. Saltzman talks with Ramesh Kumar, CEO and co-founder of zakipoint health. Ramesh shares how a personal mission to help his father navigate healthcare led to a professional pursuit: transforming overwhelming claims data into actionable insights for employers, advisors, and members.The conversation explores the evolution of predictive modeling, the growing importance of fiduciary responsibility in plan design, and how AI-powered platforms are helping advisors simplify benefit decisions and improve outcomes. Ramesh offers real-world examples of how data can shape plan strategy, change behavior, and improve care—before costs spiral out of control.

"We're looking for ways to make an impact for credit unions of all sizes.” - Nick BrownThank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.My guest on today's show is Nick Brown, Senior Trainer & President/CEO at SalesCU, which has the honorable distinction of being named the Top Sales Training Company for two years in a row! Nick joins me to share his journey into the credit union industry and how he found his passion for sales and coaching, explaining how SalesCU helps credit unions move from a reactive, order-taking service approach to a proactive sales culture that adds real value for members.In our conversation, Nick covers the four essential elements SalesCU focuses on to build an effective sales culture and highlights the importance of leaders becoming effective coaches who observe, plan, develop, and hold their teams accountable in a positive way. He also shares his vision for the future, focusing on making SalesCU's programs accessible to credit unions of all sizes to help them deliver the value their members deserve.Nick reflects on his own life-saving experience at a Children's Miracle Network hospital as a child, sharing how SalesCU is donating a portion of its earnings to support Credit Unions for Kids.As we wrap up the episode, Nick reveals what about his childhood soccer coach inspired him, what cities he would most like to visit, and what book he believes everyone should read. Enjoy my conversation with Nick Brown!Find the full show notes on cuinsight.com.Connect with Nick:Nick Brown, Senior Trainer & President/C.E.O. at SalesCUsalescu.com Nick: LinkedInSalesCU: LinkedInBook mentioned: The Gap and the Gain by Dan Sullivan & Dr. Benjamin Hardy

“Credit unions are so critical in helping their members and communities.” - Robin KolvekThank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.My guest on today's show is Robin Kolvek, CEO of VisiFI. She joins me to share her compelling story of career pivots, personal values, and staying human in a rapidly evolving tech landscape. Robin reflects on how she went from chasing dreams of being a teacher, coach, or even a detective to leading a major fintech company focused on credit unions—and how none of it was part of the plan.In our conversation, we discuss the often overlooked but incredibly important role that credit unions play in community development and why they deserve more attention in conversations around innovation. Robin offers an insider look at how VisiFI supports small and midsize credit unions by delivering the kinds of digital tools and enhancements that help them not just keep up but also genuinely compete with bigger players. She stresses that their clients' voices aren't just “heard” but are integral.Robin opens up about what it means to be a leader in the credit union space, especially when your organization is backed by a global tech powerhouse like Italy-based Dedagroup. We explore how that relationship gives VisiFI crucial access to next-level tools such as AI, cybersecurity, and analytics—while keeping them local enough to stay responsive to credit unions' specific needs.As we wrap up the episode, Robin also reflects on the impact her mother had on her as a child, her love of travel, and how she manages to maintain a work-life balance. She also offers a couple of great book recommendations. Enjoy my conversation with Robin Kolvek!Find the full show notes on cuinsight.com.Connect with Robin:Robin Kolvek, CEO of VisiFIvisifi.comRobin: LinkedInVisiFI: LinkedIn | Facebook | YouTube

“Every time you tell a story, someone's gonna be inspired by what you're doing, and someone's going to believe in credit unions.” - John PettitThank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.My guest on today's show is our own John Pettit, Managing Editor at CUInsight. We talk about his journey from aspiring baseball player to storyteller in the credit union space, with his career path being anything but linear from working in a restaurant right after college to managing retail stores and even building houses. He eventually found his passion for sharing stories through CUInsight, where he's been for over twelve years.In our conversation, John opens up about what makes credit unions stand out: their genuine commitment to people over profit. He shares why he's proud to be part of an organization that highlights stories of credit unions making a real impact, and we also talk about the role of storytelling in marketing credit unions and why sharing these success stories is more important now than ever.As we wrap up the episode, John talks about his love for physical media such as vinyl records and blu-rays, how he uses automated lights to help with work-life balance, and a book you'd definitely find inspiration from. Enjoy my conversation with John Pettit!Find the full show notes on cuinsight.com.Connect with John:John Pettit, Managing Editor at CUInsightcuinsight.comJohn: LinkedInCUInsight: LinkedIn | Instagram | Facebook | YouTube | XWant to hear more from John? Click here.Book mentioned: Ultramarathon Man: Confessions of an All-Night Runner by Dean Karnazes

In this engaging session, Eric Glazer sits down with Jessica Vander Zanden, VP of Operations at Network Health, a Wisconsin-based plan known for its top-tier CMS ratings and commitment to exceptional provider and member experiences. Jessica shares two standout strategies driving the organization's success: a unique approach to treating providers as valued customers and transforming their call center into a powerful engine for improving CAHPS and Star Ratings. Discover how Network Health redefines healthcare engagement through operational excellence, provider partnership, and member-centric service design.   This session was part of the the Healthcare Engagement Virtual Summit: Strategies for Plans to Engage Consumers and Providers on May 8, 2025, co-sponsored by Bright Spots in Healthcare, TytoCare and Navina. For more information on the summit and to see the full video, please go to: https://www.tytocare.com/virtual-summit-healthcare-engagement-strategies-for-plans-to-engage-consumers-and-providers/  

Want a fresh set of eyes on your business? Get ahead of the chaos—book your call now: https://calendly.com/spf-leo/spf-mastermind-discovery-call What's up, guys—Uncle Vinny here.I'm back behind the mic after some travel and life stuff… but this one's important.We're diving into two big topics today: tariffs and retention—and how both are about to smack gym owners right in the face if you're not paying attention. I break down what I've learned from some seriously smart finance people (not from watching the news), and explain how this stuff could affect your clients and your business.But most importantly—I'm sharing exactly what we did at Gabriele Fitness to drop our attrition rate to 1.5%. That's the lowest it's ever been. I'm talking real strategies, real results—no fluff. If you're trying to keep your members happy, showing up, and not canceling, you'll want to hear this one. Top 5 Key PointsFocus on What You Can Actually ControlYou can't control the economy, politics, or what China does. But you can control your fitness, your food, your time, your team—and how hard you work. Do that.Fear is in the Air—That Affects SpendingTariffs are creating uncertainty, and uncertainty makes people think twice before spending money. If your clients feel unsure, your gym could end up on the chopping block—unless you show them you're worth every penny.Keep What You've GotWhen it gets harder to bring in new leads, your best bet is to double down on the clients you already have. Our motto: Operation: Don't Lose Anybody. That's how we cut attrition to 1.5%.Add Real Value (Not More Sessions)Personalization, connection, and community win. Automated birthday emails don't cut it. We did stuff like personalized holiday videos and ran an epic March Madness event just for members. That's what people actually care about.Don't Be Afraid to Lead HardWhen someone tries to cancel or go on hold, challenge them. Remind them why they started. People are secretly begging to be led—especially in times like these. Be the leader they're looking for. Want a fresh set of eyes on your business? Get ahead of the chaos—book your call now: https://calendly.com/spf-leo/spf-mastermind-discovery-call If you're a gym owner seeking answers on how you can grow your gym, make more money, and have more freedom to do what you love, visit www.vincegabriele.com or book a call by CLICKING HERE!

Soren and Matthew Spiers, founding and senior partners of Visions Alliance, discuss their fractional CFO services for clubs. They help clubs manage financial systems, recruit and train controllers, and provide interim financial oversight. They emphasize the importance of internal controls, accurate budgeting, and key performance indicators (KPIs) like daily labor costs and cover counts. They share strategies for balancing member experience with financial stability, such as pay-as-you-go financing for capital projects. Looking ahead, they predict a focus on wellness and lifestyle amenities to attract younger members. Visions Alliance aims to enhance club operations through efficient financial management and best practices. Insights – Labor cost management is a critical concern for clubs, especially during busy seasons. – Financial blind spots include lack of internal controls and not following best practices. – Human resource regulatory obligations pose significant risks if not properly managed. – Aging membership can be reluctant to invest in long-term club improvements. Also on this episode of the Club + Resort Talks podcast … Baker City, Ore., is upgrading its Quail Ridge Golf Course with a $1.3M irrigation system to conserve water and support tourism. Despite adding 450 sprinkler heads, the new system at Quail Ridge significantly improves efficiency by allowing individual control of each of the 650 heads. Troon will provide development services at Three Bridges, a new luxury residential-resort community in Salem, Utah. In addition, when community amenities begin to open in 2026, Troon Privé, the private club operating division of Troon, will manage club operations, agronomy, food & beverage, and membership sales and marketing. Three Bridges will feature multiple lifestyle amenities including an 18-hole Robert Trent Jones II designed golf course and an all-season pickleball and indoor golf facility, hiking and biking trails. Last, but not least, Erie County, N.Y., plans to convert the former Westwood Country Club into Willowdale Park, featuring a restored nine-hole golf course, trails, and inclusive amenities, with funding secured and public opening set for 2026.

Welcome to the latest episode of L.I.F.T.S – your bite-sized dose of the Latest Industry Fitness Trends and Stories.   Hosts Matthew Januszek, Co-Founder of Escape Fitness and Mo Iqbal, Founder & CEO of SweatWorks attended EHFF 2025 in Cologne, Germany.   In part 1 of this LIFTS episode, Matthew and Mo are joined by: Herman Rutgers, Ambassador at EuropeActive Stefan Ludwig, Partner, Leiter Sport Business Gruppe at Deloitte Deutschland Elaine Jobson, CEO and MD of Jetts Australia Conor O'Loughlin, Chief Revenue Officer of ABC Fitness Mike Escobedo, Chief Customer Officer, ABC Fitness   This episode covers: European fitness market growth and trends, highlighting mergers, acquisitions, and membership increases. Consumer behaviour shifts towards hybrid fitness, mental health awareness, and holistic wellness approaches. Deloitte's comprehensive market report revealing key performance indicators and industry insights. Impact of emerging technologies and personalization in fitness experiences. International market expansion strategies and challenges for fitness brands. Future fitness trends focusing on Gen Z and Gen Alpha expectations, technology integration, and comprehensive health solutions.   To learn more about EHFF, click here: https://www.europeactive.eu/ ====================================================== Support fitness industry news by sponsoring future LIFTS episodes. Contact us at marketing@escapefitness.com for advertising opportunities. Subscribe to our YouTube channel and turn on your notifications so you never miss a new video when it's published: https://www.youtube.com/user/EscapeFitness Shop gym equipment: https://escapefitness.com/shop View our full catalog: https://escapefitness.com/support/catalog (US) https://escapefitness.com/support/catalogue (UK)  ====================================================== Facebook: https://www.facebook.com/Escapefitness Instagram: https://www.instagram.com/escapefitness Twitter: https://www.twitter.com/escapefitness LinkedIn: https://www.linkedin.com/company/escapefitness/   00:00 Intro 02:40 Consumer Behaviour and Mental Health 05:33 Deloitte's European Market Report 08:43 Key KPIs and Market Expansion 13:02 Consumer Fragmentation and Market Opportunities 19:01 Supply Side Fragmentation and Innovation 24:24 Jetts Fitness Market Strategy 31:40 Challenges and Opportunities in Franchising 35:41 Member Experience and Future Trends 39:08 ABC Fitness's International Expansion  

“Be unreasonable, but not unrealistic.” - Renée SattiewhiteWelcome to episode 206 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight.com, and Jill Nowacki, President and CEO of Humanidei. This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience.In this season, Jill and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too.In this episode, we are joined by Renée Sattiewhite, President & CEO at the African-American Credit Union Coalition (AACUC). We discuss the growing pains that come with scaling up an organization, and Renée reflects on her experience scaling AACUC through tough times, including a rapid expansion during the COVID-19 pandemic that required balancing remote hires and maintaining the organization's core values.Renée's journey as a leader truly highlights the importance of hiring the right people and making sure that the organization's culture remains intact as things grow and change. She talks candidly about the lessons that she has learned in guiding her team and offers a unique perspective on leading during periods of growth. From training employees to prioritizing well-being over profits, Renée offers some truly valuable insight for leaders dealing with their own growing pains. Enjoy our conversation with Renée Sattiewhite!Find the full show notes on cuinsight.com.Subscribe on: Apple Podcasts and SpotifyHow to find Renée:Renée Sattiewhite, President & CEO at AACUCaacuc.orgRenée: LinkedInAACUC: LinkedIn | Facebook | Instagram | X | YouTube

“Member experience is everybody's responsibility because every employee has an impact on member experience.” - Laura LoyThank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.My guest on today's show is Laura Loy, Chief Experience Officer at On the Mark Strategies. Laura helps credit unions sharpen their strategies and marketing in order to build stronger, more resilient organizations. She takes us inside On the Mark's approach to creating consistency in the member journey.In our conversation, Laura explains how On the Mark Strategies helps credit unions create consistency in every member interaction and breaks down what she calls the “four success markers”. We also talk about staying ahead of industry shifts, what's changing for credit unions right now, and how CUs can adapt in advance rather than play catch-up later on.As we wrap up the episode, Laura talks about her great boss, her love of the book “The Let Them Theory” by Mel Robbins, and talks about the importance of manifesting work/life balance. Enjoy my conversation with Laura Loy!Find the full show notes on cuinsight.com.Connect with Laura:Laura Loy, Chief Experience Officer at On the Mark Strategiesmarkarnold.comLaura: LinkedInOn the Mark Strategies:: LinkedIn | YouTubeWant to learn more about On the Mark Strategies? Click here.

“As long as you take your job seriously and not yourself seriously, you're ok.” - Mike ValentineWelcome to episode 204 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight.com, and Jill Nowacki, President and CEO of Humanidei.This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience.In this season, Jill and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too.In this episode, we welcome our friend Mike Valentine back to the show. Mike is the President and CEO of BCU in Illinois, and he joins us to reflect on some insights from his 40 years in the credit union industry, offering a refreshing perspective on leadership that prioritizes authenticity. We explore how leaders can balance being true to themselves while also taking on the expectations of others.Mike opens up about the challenges that he faced early in his career. He stresses that being a leader isn't about fitting into a mold but rather about embracing one's true self, which ultimately leads to stronger connections and more effective leadership. We also discuss the importance of helping teams find and express their authentic selves and how diversity in leadership styles strengthens organizations.As we further explore Mike's journey, he touches upon the critical moments that helped shape his leadership style, including learning from mentors and handling work-life integration. Whether you are a current or aspiring leader, this episode will offer valuable insights into how to lead with integrity and authenticity! Enjoy our conversation with Mike Valentine!Find the full show notes on cuinsight.com.Subscribe on: Apple Podcasts and SpotifyBooks mentioned on The CUInsight Experience podcast: Book ListHow to find Mike:Mike Valentine, President and CEO of BCUbcu.orgMike: LinkedInBCU: LinkedIn | Facebook | Instagram | YouTubeWant to hear more from Mike? Click here

“Looking out a couple years, your strategic plan may still be viable, but it sure has to be flexible.” - Randy SmithWelcome to episode 203 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight.com, and Jill Nowacki, President and CEO of Humanidei.This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience.In this season Jill and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too.In this episode, we discuss creation vs. innovation and what we believe the primary differences between the two are. We discuss how leaders can strike the right balance between creating something entirely new and innovating on something that already exists. We also share our thoughts on the role of A.I. in speeding up innovation, why collaboration is important, and how organizations can put strategic change into effect.We offer some insights into how leaders can stay ahead in an industry that is always evolving and changing. We talk about the challenges of gaining team buy-in, how to manage incremental improvements while also encouraging bold creation, and why it's crucial to set clear, actionable steps after every planning session. We also discuss the idea of "minimum viable products" and how launching small ideas that can be tested can lead to truly meaningful innovation.We hope that you will tune in for our conversation on how staying curious, facilitating collaboration, and having a mindset focused on growth can really transform the way that credit unions serve their members!Find the full show notes on cuinsight.com.Subscribe on: Apple Podcasts and SpotifyBooks mentioned on The CUInsight Experience podcast: Book List

Brought to you by Perform Better Check out the CURRENT SALE at PerformBetter.com Highlights of Episode 396   The StrengthCoach.com Coaches Corner with Coach Boyle We spoke about: The problem with Romanian Deadlifts Progressing the SLDL Warm up differences between adults and athletes Force System updates at MBSC Maximizing the Member Experience with Naamly Brought to you by Naamly is the member experience platform for modern training gyms - It puts all of your communication with your members in one place, allowing you to keep track of that communication, so important for retention.  Sumit Seth tells a story about a plumbing incident he had and the lessons learned about why it's important to outsource.   Thanks for Listening! 

Brought to you by Perform Better Check out the sale at PerformBetter.com Highlights of Episode 395 "Hit the Gym with a Strength Coach" Jonathan Goodman, creator of the Personal Trainer Development Center and host of the Obvious Choice podcast Author, "The Obvious Choice: Timeless lessons on Success, Profit and Finding Your Way" We spoke about: How he lost is way after COVID How he came back to build a better life Why content is an overrated way to build a business but an underrated way to learn and connect Why it's important to "fix what's inside your fence" The Obvious Choice: Timeless lessons on Success, Profit and Finding Your Way Case studies Stories Great business ideas The StrengthCoach.com Coaches Corner with Coach Boyle We spoke about: His X post that stirred some controversy and why he believes adults should never touch a barbell "Maximizing the Member Experience"  Brought to you by Naamly I speak with Sumit Seth about some exciting new changes at Naamly- the addition of Billing and Scheduling Naamly is the member experience platform for modern training gyms - It puts all of your communication with your members in one place, allowing you to keep track of that communication, so important for retention.    Thanks for Listening!

Brought to you by Perform Better  Check out the HOLIDAY SALE at PerformBetter.com   Highlights of Episode 393   "Hit the Gym with a Strength Coach" Brandon Cullen, co-founder and chief concept officer of MADabolic, former pro hockey player   We spoke about: Going from athlete to entrepreneur  What is MADabolic and how it began Programming at MADabolic Specialization: The power of niche concepts Franchising: Excellence vs. Scalability Inclusivity vs. Exclusivity How the 2 concepts can coexist How the industry is getting smarter Check out more about owning a MADabolic      The StrengthCoach.com Coaches Corner with Coach Boyle We spoke about: Shaking during ISOs- is it normal? ACL RPT Timeline Social Media Influencers Deciding what to add to the business when certain modalities become popular   "Maximizing the Member Experience"  Brought to you by Naamly Sumit talks about The Value of Saying Yes When Done Intentionally Naamly is the member experience platform for modern training gyms - It puts all of your communication with your members in one place, allowing you to keep track of that communication, so important for retention.       Thanks for Listening!  You can help out the show by: Subscribing to the show on Apple Podcasts Please leave us a rating and a review! 

“Stay authentic to your path.” - Jill NowackiThank you for tuning in to episode 200 of The CUInsight Experience podcast with your host, Randy Smith, co-founder of CUInsight.com.My guest on today's show is Jill Nowacki, President and CEO of Humanidei. As we celebrate our milestone of 200 episodes, Jill and I reflect on 2024 (and her becoming co-host in 2025). We discuss the changing human expectations, pace of change, and transformational change within credit unions in 2024. As we look to the future, we explore the critical role vision plays in strategic planning.During our conversation, Jill discusses how the shifting dynamics of the workforce are increasingly shaped by the need to prioritize human expectations. She talks about the common traits among thriving credit unions and what makes a resilient leadership team. Jill advises listeners to take a moment to celebrate the wins and lessons learned in 2024.As we wrap up the show, Jill talks about becoming the co-host of the podcast, the topics she's looking forward to discussing, and her dream guest for the podcast. She also talks about her favorite Christmas movie and who she thinks about when she hears the word “success”.With Jill joining next season as co-host, we welcome fresh energy and insightful dialogues, so here's to what lies ahead. Enjoy my latest conversation with Jill Nowacki!Find the full show notes on cuinsight.com.Subscribe on: Apple Podcasts and SpotifyBooks mentioned on The CUInsight Experience podcast: Book List How to find Jill:Jill Nowacki, President and CEO of Humanideihumanidei.comJill: LinkedInHumanidei: LinkedIn | Facebook | Instagram | X

Brought to you by Perform Better Check out the CURRENT SALE at PerformBetter.com Highlights of Episode 390   The StrengthCoach.com Coaches Corner with Coach Boyle We spoke about: Why he apologizes to his staff often Similarities in Fundamental Patterns across sports The machine debate "Maximizing the Member Experience"  Brought to you by Naamly Sumit talks about a simple shift in language that can make all the difference in how your members feel about their experience, even when things go wrong Naamly is the member experience platform for modern training gyms - It puts all of your communication with your members in one place, allowing you to keep track of that communication, so important for retention.  Get the Exclusive Naamly Fitness Business Boost Bundle BOOST #1 - Checklist: 51 Ways to acquire clients WITHOUT running ads. Use these to Increase your revenue. BOOST #2 - Cheatsheet: 12 Places to look to hire STAR Trainers. Recruiting will no longer be a challenge! BOOST #3 - Guide:9 Secrets to Increase Your Retention.Focus on these to grow consistent profitability. Click here to get the Bundle Common Myths & Misconceptions of Testosterone Replacement Therapy Get $200 OFF the SilverBackSummit with the code ALIG200 Use the code ALIG200 for $200 OFF at SilverBackSummit.com Thanks for Listening!