Financial brand leaders face the challenge of bridging the empathy gap with both existing and prospective account holders. This issue is compounded by internal perspectives and resistance to change.On this episode of the Real Solutions series, Jonathan Clay, a skilled data analyst at Louisiana Federal Credit Union, joins the shows to discuss the challenge of balancing individual responsibilities and shared goals within his organization. Jonathan and James Robert how conducting website secret shopping studies has been instrumental in understanding the consumer's mindset, while also acting as an objective outsider, has helped his team gain clarity and alignment.Join us as we discuss:-Obstacles to growth and the importance of perspective. (1:33)-Collaboration vs cooperation in digital transformation. (5:35)-Optimizing online banking experience through member feedback. (12:07)You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.