Transcending CRM is a podcast where we explore how the Salesforce ecosystem has impacted the careers of fellow Trailblazers and the businesses that have leveraged dynamic growth from the platform. Our show is hosted by JP Owens and Elliott Spence.
In this episode of the "Transcending CRM" podcast, Elliot Spence and JP Owens from Coastal interview Priscilla Ellis, Director of Financial Services at Coastal, about her journey in the financial services industry and her integration into the Salesforce ecosystem. Priscilla shares her background, starting in insurance and moving into banking and lending, which led her to a pivotal role in a Loan Origination System (LOS) implementation that introduced her to Salesforce. They discuss the importance of effective change management, executive support, and cross-team collaboration in successful project implementations. The conversation highlights various challenges and solutions, including their innovative use of Salesforce and nCino during the COVID-19 pandemic to process PPP loan applications efficiently. The episode underscores the value of regular communication, proactive release management, and leveraging internal tools to maximize the benefits of Salesforce within financial institutions.
May 7, 202436 min
Episode 36: From Banking to Blockchain (Feat. Evan Kormos)
In Episode 36 of the "Transcending CRM Podcast," hosts Elliott Spence and JP Owens are joined by Evan Kormos, Salesforce Engineering Manager at Coinbase. Evan discusses his transition from traditional financial institutions to the cutting-edge tech environment at Coinbase. He shares insights on the challenges of integrating Salesforce in large-scale operations and the importance of scalable solutions, efficient data management, and DevOps. The conversation also delves into how Evan's experience in banking has equipped him for his current role, emphasizing the blend of technical expertise and strategic agility needed to succeed in today's tech-driven financial landscape.
April 23, 2024Episode 3529 min
Episode 35: Harnessing Salesforce for Growth and Memorable Customer Experiences - A Conversation with Adam Bell
In this episode of the "Transcending CRM" podcast, hosts JP Owens and Elliot Spence engage with guest Adam Bell, Chief Marketing Officer at Arbor Realty Trust, to explore his extensive experience with Salesforce in enhancing customer experiences and data management in financial services. Adam shares his journey of implementing Salesforce tools like Pardot and OmniStudio to streamline operations and improve customer engagement.
He discusses the challenges of data management, the importance of empathy in marketing, and the transformative potential of AI and Data Cloud technologies in crafting personalized customer interactions. The conversation also delves into how these technologies have evolved and are being leveraged to drive significant business decisions, emphasizing the need for a strong data strategy to optimize their use in financial services.
April 9, 202426 min
Episode 34: Own's Evolution in Salesforce Data Protection and Recovery (Feat. Matthew Kennedy)
Expanding Horizons: Own's Evolution in Salesforce Data Protection and Recovery
In this episode of Transcending CRM, hosts Elliott Spence and JP Owens, alongside guest Matthew Kennedy from Own, discuss the evolution of Own from a backup solution to a comprehensive data protection platform. They delve into new features like Recover, Sandbox Seeding, and security tools. Matthew shares insights from his career journey within the Salesforce ecosystem and Own’s expanded product offerings, highlighting the importance of data security and recovery in Salesforce environments.
January 30, 2024Episode 2931 min
Episode 33: Agility in Banking (Feat. McKenzie Paulsen)
There are a lot of words in McKenzie Paulsen’s professional vocabulary, but as the Salesforce Product Owner at GreenState Credit Union, “plan” isn’t one of them. “We are agile development, so things change, and we pivot very quickly.” This week, Paulsen joins Elliott and JP to talk about her duties of product scoping, scheduling, assessing risk and impact, and creating alignment for a $11 billion asset-holding financial institution.
McKenzie Paulsen is the Salesforce Director at GreenState Credit Union. McKenzie has been with GreenState for over 7 years and is responsible for overseeing the design, strategy, development, implementation, training, and optimization of Salesforce. Her focuses include ensuring that the Salesforce implementations and usage align with GreenState’s vision, meet business needs, and drive growth.
Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.
JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.
November 14, 2023Episode 2841 min
Episode 32: Revolutionizing Reporting and Analytics (Feat. Paul Seo)
MDM, data warehouse, data lake, data lakehouse — the terminology around data management evolves almost as fast as the software itself. Paul Seo, SVP of Technology and Data at Republic Finance, joins JP to make sense of it all and talk about how experience with credit infrastructure can provide a unique insight into the shared challenges that risk and analytical teams face, including decision engine modeling, portfolio analysis, and operational reports.
Paul Seo is SVP of Technology and Data at Republic Finance. Paul has over two decades of experience harnessing the power of data and has made it his mission to empower organizations worldwide. His career has been defined by a relentless pursuit of excellence and a commitment to driving growth and innovation through the strategic use of technology. Throughout his journey, Paul has led the charge in revolutionizing reporting and analytics, reshaping data architecture, and optimizing critical processes across diverse industries and functional domains.
JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.
For good reason, middle-managers tend to be the most resistant to transformation. Not only do they usually have little to no input into purchase decisions, but their roles are often designed specifically to protect existing processes. This week, Digital Transformation Executive Coach at nCino Greg Thompson joins JP for an episode dedicated to one of our favorite recurring topics: creating the conditions for success by encouraging buy-in from managers early on in the process.
Greg Thompson is Digital Transformation Executive Coach at nCino. Greg is a seasoned executive and change agent for high-growth companies employing new technologies or adapting to dynamic market conditions. He has experience with large and small companies as both leader and consultant, developing strategy, implementing process change, and managing teams for better results.
JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.
September 5, 2023Episode 2634 min
Episode 30: Dreamforce 2023 Preview (Feat. Jill Harrison and Danielle Laffey)
Our guests this week have over 30 combined years of Dreamforce experience, and today, we’re chatting about the best ways to plan out, learn from, and enjoy the sprawling San Francisco conference. Jill Harrison, Capital Markets & Asset Management Managing Director at Silverline, and Danielle Laffey, Salesforce MVP and Insurance Principal Consultant at Silverline, discuss this year’s overarching themes of A.I. and Data Cloud services, how 70-degree weather can feel chilly in the Bay Area, whether or not to bring laptops to sessions, and how to make connections with industry colleagues.
Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.
JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.
Jill Harrison is the Capital Markets & Asset Management Managing Director at Silverline. Jill discovered Salesforce in 2005 and fell in love with the platform while at an education technology start-up. During her 12 years at Silverline, she has focused on making sure clients are successful, colleagues are empowered, and the community is supported. She is passionate about innovation strategy and process, designing great technologies that support a diverse and inclusive corporate culture, and making sure the user experience never gets lost in the details.
Danielle Laffey is the Principal Consultant for Insurance at Silverline. She has more than 15 years of experience designing and implementing Salesforce solutions. Danielle is responsible for enabling the Insurance Financial Services and Salesforce Industries (formerly Vlocity) vertical delivery teams by ensuring best practices are followed. She lends her expertise and experience in insurance technology to share creative solutions and training.
August 22, 2023Episode 2537 min
Episode 29: What is Driving Change for Banking and Finance? (Feat. Jim Collins)
Following the 100+ industry expert-attended Silverline & Salesforce Summit at Wrigley Field in Chicago, Senior Director at Salesforce Jim Collins joins us to look back on the most insightful discussions of the conference and to chat about must-know trends impacting all of banking and lending. We talk about building a plan of attack for Dreamforce, midyear vs. standard planning cycles, the CFO's rising interest and role in data and analytics — it’s a World Series’ worth of insight!
Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.
JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.
Jim Collins is the Senior Director, Financial Services Industry Advisor at Salesforce. He is an executive with over 34 years of business experience, including 27 years in the banking industry. He previously served as Sr. EVP and Chief Administrative Officer of Customers Bank for 12 years. He is a strategic leader who fosters a positive working environment while focusing on building high-performing teams that focus on execution and results.
August 8, 2023Episode 2437 min
Episode 28: Critical FSC Tools & Practices (Feat. Michael Shirrell)
“When I first started in Salesforce, Person Accounts was like a dirty word. You didn’t want to touch that capability.” And how times have changed! In this week’s super-sized episode, we’re joined by Michael Shirrell, Distinguished Enterprise Architect at Salesforce, for a discussion about the advantages of using Financial Services Cloud over Sales and Service Clouds, treasury practices, duplicate management, and building roadmaps for success.
Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.
JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.
Michael Shirrell is a Distinguished Enterprise Architect at Salesforce. He ensures that the technologies Salesforce customers rely on are integrated, scalable, and aligned with their organizational business strategies. He does this by partnering with customers to understand their strategic business goals, their technical capabilities, and how these are expressed through the existing solutions/application landscape.
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