The CUInsight Network

“It can be tireless and thankless at times, but any intervention that helps save a member from a scammer, helps them recover their funds, is important.” – Andrew Morris

Thank 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 Andrew Morris, Director of Innovation and Technology at America’s Credit Unions. He joins me for this episode to discuss one of the biggest challenges that is currently facing our industry: fraud. As scams become increasingly sophisticated and technology continues to evolve, how can credit unions better protect their members while ensuring our laws and regulations keep pace? Andrew shares his journey from financial regulatory policy into technology and innovation advocacy, along with how America’s Credit Unions works to translate credit unions’ real-world experiences into recommendations for lawmakers and regulators, and we discuss the organization’s cybersecurity, fraud, and vendor risk resources, including educational tools to help credit unions prepare their teams and keep members informed.

Throughout our conversation, we explore some practical strategies for strengthening fraud prevention, from demonstrating how AI-powered impersonation scams can be very convincing to adopting fraud-detection technologies and sharing information with other financial institutions. Andrew explains why even tech-savvy individuals can fall victim to especially sophisticated scams, the particular challenges of romance scams, and why tackling fraud requires collaboration beyond the financial services industry. Andrew also breaks down the challenges posed by outdated check-funds availability rules and explains how current frameworks can create opportunities for fraudsters.

As we wrap up the conversation, Andrew shares how credit unions can help shape the conversation in Washington, highlighting the importance of personal member stories when advocating to lawmakers and other details when working with regulators. We also look at America’s Credit Unions’ priorities for the road ahead, including check fraud, information sharing, emerging technologies, and cross-sector collaboration. We also, as usual, undergo a fun series of rapid-fire questions about leadership, nature photography, favorite travel destinations, must-read books, and finding work-life balance. Enjoy my conversation with Andrew Morris!

Connect with Andrew:
Andrew Morris, Director of Innovation and Technology at America’s Credit Unions
http://americascreditunions.org
Andrew: LinkedInAmerica’s Credit Unions: LinkedIn | Facebook | Instagram | X | YouTubeWant to hear more from Andrew? Click here.

Shout-out: Consumer Financial Protection Bureau
Event mentioned: Great Recession
Law mentioned: GENIUS Act
Law mentioned: Regulation CC
Shout-out: FBI
Shout-out: FTC
Shout-out: DOJ
Shout-out: IRS
Place mentioned: Washington DC
Shout-out: Congress
Law mentioned: Bank Secrecy Act
Law mentioned: STOP Payments Fraud Act of 2026
Law mentioned: TRAPS Act
Shout-out: FCC
Shout-out: Andrew’s college soccer captain
Place mentioned: New York City, NY
Place mentioned: New Orleans, LA
Book mentioned: The Heavens and the Earth: A Political History of the Space Age by Walter A. McDougall
Event mentioned: Sputnik 1
Place mentioned: Soviet Union

In this episode:
[0:47] - Hear how Andrew’s career evolved from financial regulatory policy into technology-focused advocacy for credit unions.
[3:12] - Andrew translates credit unions’ fraud concerns into targeted policy recommendations and more effective regulatory interventions.
[6:28] - America's Credit Unions provides fraud prevention resources, advocacy opportunities, and engagement with regulators.
[8:09] - Member education, AI-powered detection tools, and information sharing can strengthen credit unions’ fraud prevention strategies.
[11:55] - As scams become more convincing, fraud prevention requires vigilance, financial institution collaboration, and stronger social media platform accountability.
[14:46] - Outdated check-funds availability rules create vulnerabilities that criminals exploit before financial institutions can investigate suspected fraud.
[17:41] - Andrew highlights AI impersonation risks and the need for stronger oversight of AI developers.
[19:39] - Hear how subsidized AI defenses could help credit unions counter increasingly sophisticated cyberattacks without unsustainable costs.
[22:36] - Personal success stories resonate with lawmakers, whereas regulators need operational details to improve fraud prevention.
[25:07] - What is ACU’s focus for the road ahead?
[27:33] - Hear why Andrew admired his pickup soccer team captain in college.
[28:30] - If Andrew were to splurge on something, it would probably be a really nice camera.
[29:33] - Andrew touches upon his love for New York City.
[29:57] - Andrew recommends the book The Heavens and the Earth which explores how the Sputnik crisis shaped American technology policy and education.
[31:24] - Effective work-life balance requires constantly prioritizing what matters now and accepting what can wait.
[32:14] - Andrew thanks frontline credit union professionals for protecting members and demonstrating relationship-focused banking’s value.

“Credit unions don’t need to become fintechs, but they really do need fintech-grade tools.” – Ryan McMillan

Thank 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 Ryan McMillan, Technology Services Director of Corporate Central Credit Union. He joins me to talk about what happens when a childhood dream of playing professional baseball gives way to a career in technology, and so much more! He takes us through his journey from building his first PC and working in his high school’s tech department to leading technology strategy across cloud, cybersecurity, automation, payments, AI, and resiliency.

Throughout our conversation, Ryan and I discuss what Corporate Central actually does as a “credit union for credit unions” and how its cooperative model allows credit unions to access technology and capabilities they might not be able to build on their own, and one of the biggest themes in our conversation is data, with Ryan arguing that most credit unions don’t have a data shortage; they have a connection problem. We discuss how bringing information together can help leaders make smarter decisions and how conversational business intelligence could change the way we interact with dashboards and reports. Instead of simply asking what happened, leaders can start asking what changed, why it matters, and what they should do next.

As we wrap up the conversation, the two of us also take a look at the growing need for fintech-grade tools without credit unions having to become fintechs themselves, including Corporate Central’s Beastro platform and the future of instant payments. Listen as Ryan shares why speed also brings new risks, particularly around fraud, and why he believes that credit unions should help shape the next generation of financial infrastructure rather than wait for it to be built for them, and, as usual, we undergo a round of rapidfire questions, with Ryan talking about baseball stadiums, family, leadership, work-life balance, a book that he loves, and his advice for resisting the urge to chase every shiny new tool! I hope that you enjoy my conversation with Ryan McMillan!

Connect with Ryan:
Ryan McMillan, Technology Services Director of Corporate Central Credit Union
http://corpcu.com
Ryan: LinkedInCorporate Central Credit Union: LinkedIn | Facebook | YouTube
Show notes from this episode:
Shout-out: Packard Bell
Shout-out: Windows 95
Shout-out: SharePointShout-out: Slack
Shout-out: Beastro
Shout-out: Ryan’s dad
Shout-out: Ryan’s four kids
Place mentioned: Anaheim, CA
Film mentioned: Angels in the Outfield
Book mentioned: The Phoenix Project by Gene Kim, Kevin Behr, & George Spafford

In this episode:
[0:52] - Hear how Ryan once wanted to be a professional baseball player.
[2:09] - Ryan explains how his IT career evolved from maintaining essential infrastructure to shaping reliable, cooperative technology strategies for credit unions.
[4:41] - By connecting fragmented data, AI-powered insights, and conversational business intelligence help credit unions make smarter, more informed decisions.
[7:37] - Ryan emphasizes how Corporate Central’s shared payments platform gives credit unions fintech-grade capabilities while preserving their brands and member trust.
[8:59] - With instant payments accelerating, Ryan highlights building open, resilient financial infrastructure that reduces risk and delivers greater member value.
[10:25] - Hear why Ryan credits his dad as a great leader.
[11:10] - Listen as Ryan shares his passion for technology and baseball, including his family’s recent whirlwind tour of seven stadiums in nine days.
[13:01] - Discover what Ryan loves about the book The Phoenix Project.
[14:37] - Ryan urges credit unions to prioritize real problems over shiny new tools, using collaboration, automation, and AI to improve decisions.

“We know we’ve a common problem. We know we’ve got to solve that problem. And even though were competing with each other, it will make all of us better if we cooperate.” – Mark Cox

Thank 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 Mark Cox, President and CEO at Innovative Business Solutions. He joins me for a conversation about commercial lending, collaboration, and the ways credit unions can expand their impact in their communities, and he shares his journey from aspiring heart surgeon to a 37-year career in commercial banking and, eventually, the credit union space. We talk about how Innovative Business Solutions helps credit unions build and grow commercial lending programs without having to develop all the expertise and infrastructure in-house, with Mark breaking down some of the biggest concerns that credit unions have around commercial lending—including risk, cost, and staffing—and explaining how a collaborative CUSO model can help address those barriers.

Throughout our conversation, Mark and I spend time talking about one of his biggest passions: affordable housing. He shares why he believes credit unions have an important role to play in addressing the housing crisis and highlights Duome and its innovative approach to helping more people overcome the affordability gap when purchasing a home. We also discuss ways credit unions can become more involved in local housing initiatives beyond traditional community service efforts.

As we wrap up the conversation, we look ahead at what’s next for IBS, including continued collaboration with business partners, and, of course, as per usual, we wrap things up with some rapid-fire questions about leadership, mentoring, fishing, favorite cities, a book recommendation, and finding balance between work and life. Perhaps most importantly, Mark and I talk about the idea of “coopetition”—how organizations can work together to solve common problems, even when they’re competing in the same market. Enjoy my conversation with Mark Cox!

Connect with Mark:
Mark Cox, President and CEO at Innovative Business Solutions
https://ibscu.com/Mark: LinkedInInnovative Business Solutions: LinkedIn

Show notes from this episode:
Shout-out: Christiaan BarnardPlace mentioned: South Africa
Place mentioned: North Carolina
Place mentioned: Columbia, South Carolina
Shout-out: Duome
Place mentioned: San Diego, CAPlace mentioned: San Antonio, TX
Book mentioned: The Gales of November by John U. Bacon
Song mentioned: “The Wreck of Edmund Fitzgerald” by Gordon Lightfoot
Place mentioned: Great LakesPlace mentioned: Lake Erie

In this episode:
[0:53] - Hear how Mark initially dreamed of becoming a heart surgeon before discovering his passion for commercial lending.
[2:40] - We learn how IBS provides comprehensive back-office support for credit unions engaged in commercial and business lending.
[4:26] - IBS also addresses commercial lending concerns by providing expertise, reducing risk, and demonstrating a strong underwriting record.
[5:37] - Furthermore, IBS lowers commercial lending costs by sharing expenses, capping fees, and providing back-office support.
[8:42] - Mark highlights Duome’s innovative program for making homeownership more affordable via shared equity.
[10:08] - Mark encourages credit unions to become more involved in affordable housing initiatives within their communities.
[13:04] - Hear how IBS is expanding collaborative relationships to offer credit unions innovative, affordable business services while managing risk.
[14:35] - Mark credits numerous mentors with shaping his professional and personal growth, while mentoring others invisibly.
[17:26] - The Gales of November is a book that offers lessons about boundaries, overreaching, and knowing when to quit.
[18:50] - Mark advocates separating work and home life, though remote work makes maintaining those boundaries harder.
[20:00] - Mark champions CUSO collaboration and “coopetition” while encouraging credit unions to diversify via commercial lending.

“The credit unions that will stand out are going to be the ones that use technology to make the human experience better.” - Katie Stone

Thank 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 guests on today’s show are Katie Stone and Dave Drouin of PixelSpoke. Katie is the CEO and co-owner while Dave is the President and co-owner, and they were both on the show two years ago when we talked about credit union websites. This time, however, I wanted to take that conversation a step further: What can a credit union website communicate about who you are beyond your products and services? Katie and Dave make a compelling case that a website should be much more than a place to check rates, apply for a loan, or open an account. It should be one of the clearest expressions of your brand and a place where members and prospective members can get a sense of your people, your community, your values, and what makes your credit union different.

Throughout our conversation, the three of us talk about the balance between conversion and connection, including some surprisingly simple ways that credit unions can make their websites more relevant and distinctive. Dave shares some examples from PixelSpoke clients that show how things such as localized imagery, member photography, community landmarks, and flexible homepage content can make a meaningful difference without requiring a massive redesign, and, of course, we talk about AI. As more of the internet becomes automated and AI-generated, Katie explains why being genuinely human may become even more important, and we discuss how credit unions can use AI as a tool without allowing their content to lose the stories, expertise, and community knowledge that make them unique.

As we wrap up the episode, Katie and Dave look ahead to the future and share their thoughts on finding the right balance between technology and the human side of financial services. Technology isn't going away, and credit unions can't afford to fall behind, but there are important questions to ask about how it's used and who it ultimately serves. We ultimately close with a simple challenge: Take a fresh look at your website and ask yourself whether someone would recognize your credit union if the logo and product names were removed. If the answer is no, then Katie and Dave have some ideas about where to start. Enjoy my conversation with Katie Stone and Dave Dourin!

Connect with Katie & Dave:
Katie Stone, CEO & co-owner of PixelSpoke
Dave Drouin, President & co-owner of PixelSpoke
http://pixelspoke.coop
Katie: LinkedIn | Email
Dave: LinkedIn | Email
PixelSpoke: LinkedIn | Facebook | Instagram | YouTube

Show notes from this episode:
Previous episode mentioned: Credit union websites - PixelSpoke
Podcast mentioned: The Remarkable Credit Union Podcast
Shout-out: Google
Shout-out: Mirastar Federal Credit Union
Shout-out: EastRise Credit Union
Place mentioned: Vermont
Shout-out: Point West Credit Union
Shout-out: Abilene Teachers Federal Credit Union
Shout-out: LegoIn this episode:
[1:05] - Katie and Dan discuss how credit union websites should build trust by showcasing their unique values, relationships, and commitment to their communities.
[4:40] - Dave argues that credit unions can differentiate themselves by tailoring website content and tools that recognize the needs of their communities.
[6:12] - AI can help improve efficiency, but authentic, human-centered content still gives credit unions a meaningful advantage.
[9:28] - Dave points out that local imagery and flexible website content offer simple ways to better reflect and engage with communities.
[12:20] - Successful digital experiences combine technology with human qualities that define credit unions.
[14:12] - It’s important for credit unions to thoughtfully adopt technology while preserving their values and commitment to members.
[16:03] - In closing, credit unions should embrace their unique identity while continually refocusing on those they serve.

“Stop pretending you can prevent every attack. You will be attacked.” – David Ralstin

Thank 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 David Ralstin, VP and Chief Information Security Officer at Allied Solutions. He joins me to discuss cybersecurity threats which are moving faster than ever. Having a disaster recovery policy sitting on a shelf isn’t enough, and David discusses what credit unions can do to help ensure that they’re prepared for that moment when something goes wrong.

Throughout our conversation, we look at how organizations can validate their recovery capabilities beyond a written plan or an annual tabletop exercise, with David explaining why continuous monitoring is so important and how measuring mean time to detect can provide a better picture of an organization’s preparedness, especially as AI-enabled attacks accelerate the timeline from reconnaissance to attack from weeks to hours or even minutes. We also discuss third-party and fourth-party risk, including why operational transparency and consistent communication are so incredibly important when a vendor experiences an incident.

From there, we dig into the limitations of relying too heavily on compliance and annual SOC audits when security risks are constantly changing. One of the biggest takeaways, though, is the importance of having an incident command structure in place before a crisis happens, and David shares why organizations need clear communication channels, predetermined decision-making authority, and even an out-of-band way to communicate if their usual systems have been compromised, and yes, the idea of attackers monitoring the very channels defenders are using to respond is just as scary as it sounds!

As we wrap up the conversation, David reminds us that even setting aside an hour to think through “what if?” scenarios can make a real difference. After all, we don’t have to predict every possible attack, but we can make thoughtful decisions before we’re forced to make them in the middle of a firefight. He highlights the fact that organizations should define incident-response authority in advance so that critical decisions aren't delayed until a crisis is already taking place. It's so important to have a clear decision-making “script” or plan in place as it prevents anxiety and chaos from slowing the response. Enjoy my conversation with David Ralstin!

Find the full show notes on https://www.cuinsight.com/.

Connect with David:
David Ralstin, VP and Chief Information Security Officer at Allied Solutions
http://alliedsolutions.net
David: LinkedInAllied Solutions: LinkedIn | FacebookShow notes from this episode:
Shout-out: Microsoft Teams
Shout-out: Slack
Shout-out: Jira

In this episode:
[1:03] - David explains how disaster recovery requires continuously validating operations rather than only relying on point-in-time assessments.
[2:28] - Hear why effective detection capabilities are crucial for identifying and responding quickly to increasingly inevitable attacks.
[4:22] - AI-enabled attacks can turn weeks of reconnaissance into just hours or even minutes, making transparency all the more important.
[6:37] - David reminds us that while compliance is important, continuous validation is needed to keep pace with rapidly changing security risks.
[8:25] - Hear how incident command structures clarify communication and decision-making responsibilities before a crisis gets even worse.
[11:39] - Developing plans before incidents occur creates a more effective and defensible response when crises arise!

"The collaborative and information-sharing culture within the credit union space has been very enlightening and inspiring to me." - Doug Farry

Thank 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 Doug Farry, SVP of CU Student Choice and Director of the Employer Choice Platform. He joins me for this conversation to talk about how the workplace could become one of the most meaningful places for credit unions to build relationships with members again. We talk about how Employer Choice is bringing credit union services directly into an employee’s benefits ecosystem and why that could make a real difference for people who are living paycheck to paycheck. Doug explains why the platform started with a no-credit-check small-dollar loan designed to help employees handle the kinds of unexpected expenses that can quickly become financial crises, from car repairs and medical deductibles to home repairs, and we discuss how payroll-connected repayment changes the equation, why this approach is different from early wage access, and how credit unions can still practice responsible underwriting without relying on a traditional credit score.

Throughout our conversation, we take a step back and look at the history behind the idea. Credit unions were originally built around relationships between employers and employees, and Doug sees Employer Choice as a chance to reconnect with that part of the movement’s roots, while creating new ways to serve people who may not have many good financial options. The possibilities even go beyond emergency lending, and Doug shares how the platform could eventually support payroll-deposited savings, direct deposit incentives, and other services that help employees build a stronger financial foundation rather than simply solve the crisis in front of them.

As we wrap up the episode, we also get to know Doug outside of his work. He discusses his appreciation for a good bottle of bourbon, two cities that he loves to visit, the book that made a lasting impression on him, and why he has to deliberately schedule time with his family. Most of all, though, Doug shares what has surprised and inspired him about the credit union movement: its willingness to collaborate, share ideas, and learn from one another. Enjoy my conversation with Doug Farry!

Connect with Doug:
Doug Farry, SVP of CU Student Choice and Director of the Employer Choice Platform
http://creditunions.studentchoice.org
http://employerchoice.org
Doug: LinkedIn
CU Student Choice: LinkedIn | Facebook | X | Email

Show notes from this episode:
Shout-out: NASAShout-out: MetLife
Shout-out: UnitedHealthcareShout-out: FICOShout-out: MedicareShout-out: Social Security
Shout-out: Pew Research CenterShout-out: Bank of AmericaShout-out: Wells FargoShout-out: Doug’s first boss
Shout-out: Randall SmithPlace mentioned: New Orleans, LAPlace mentioned: Prague, Czech Republic
Event mentioned: World War IIShout-out: Mardi GrasShout-out: JazzfestBook mentioned: Madame Bovary by Gustave FlaubertShout-out: Edith WhartonBook mentioned: Atlas Shrugged by Ayn Rand

In this episode:
[0:52] - Doug reveals that there was a time when he wanted to be a mission control operator for NASA.
[2:20] - Hear how Doug’s varied career led him to develop Employer Choice with CU Student Choice.
[4:33] - Doug explains how Employer Choice connects credit unions with employers, integrating financial services into employees’ existing benefits platforms.
[6:39] - We learn how payroll integration leads to more efficient credit union services, beginning with small-dollar loans repaid via deductions.
[8:19] - Employer Choice helps financially struggling employees access responsible small-dollar loans.
[11:42] - Doug explains how payroll data enables instant eligibility verification and automated loan repayment regardless of an employee’s credit score.
[14:37] - Unlike early wage access, Employer Choice offers larger loans repaid gradually via payroll deductions.
[17:35] - Though credit scores aren’t required, Employer Choice still underwrites both employers and employees through alternative criteria.
[19:10] - Doug explains how credit unions can customize underwriting rules based on employer stability, circumstances, and repayment capacity.
[21:57] - Credit unions historically served employer groups, although many eventually became more community-based.
[23:19] - We learn how Employer Choice reconnects credit unions with employers while expanding services such as payroll savings and emergency funds.
[25:43] - Credit unions can help encourage direct deposits, helping to strengthen relationships with employers and employees with integrated benefits.
[27:09] - What is Doug’s focus for the road ahead?
[29:28] - Doug credits his first boss at his first job as having been a great leader.
[31:48] - Hear what Doug loves about New Orleans.
[34:27] - Doug prioritizes family by deliberately scheduling dedicated time.
[35:24] - Doug expresses that he values the credit union industry’s collaborative culture and welcomes ideas for expanding services.

“Taking their ground game and putting it online is where credit unions have a lot of room to win against banks and fintechs.” – John McKusick

Thank 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 John McKusick, CEO of NextLeft. He joins me for this episode to discuss what it takes for credit unions to stand out in a world where most people begin their search online. He shares how his path to leading a digital marketing agency is anything but conventional because he originally dreamed of becoming a professional surfer, discovered a love for computers and design, and eventually built one of the country’s largest independent digital marketing firms. Along the way, he became increasingly interested in using marketing to provide genuine value rather than simply chasing clicks, and today, that philosophy shapes NextLeft’s work with credit unions!

Throughout our conversation, John and I discuss why credit unions have a significant advantage that banks and fintechs can’t easily replicate: their local relationships and community presence, and we talk about how bringing that “ground game” online via hyper-local digital strategies can help credit unions become more visible to the people they’re trying to serve. We look at the credit union website in a different way—as the organization’s main branch rather than simply a digital brochure, with John explaining how websites can better serve existing members while also addressing the questions and concerns that keep potential new members from joining. We also get into data and AI, including how credit unions can use search data to understand what matters to their communities without sacrificing the human connection that makes them distinctive.

As we wrap up the conversation, John shares what’s ahead for NextLeft, including the development of DuckDive AI and its effort to connect marketing and operational data, and, of course, we have fun with some rapidfire questions and talk surfing destinations, entrepreneurship, leadership, and finding a healthy relationship between work and life. John also leaves us with a challenge that I believe is worth hearing: credit unions have what it takes to win, and now they need to show people why. Enjoy my conversation with John McKusick!

Connect with John:
John McKusick, CEO of NextLeft
http://nextleft.com
John: LinkedInNextLeft: LinkedInShow notes from this episode:
Place mentioned: San Diego, CAShout-out: Netflix
Shout-out: Discount Nutrition StoreShout-out: Gear InteractiveShout-out: http://universities.com
Shout-out: Home Bay
Shout-out: DuckDive AIShout-out: John’s mom
Shout-out: John’s sister
Place mentioned: Nicaragua
Place mentioned: The MaldivesPlace mentioned: MexicoPlace mentioned: Wilmington, NCPlace mentioned: TexasPlace mentioned: Orlando, FLBook mentioned: Shoe Dog: A Memoir by the Creator of Nike by Phil KnightShout-out: NikeShout-out: Michael JordanIn this episode:
[0:51] - John reveals that he loves swimming and originally had hoped to be a professional surfer.
[2:48] - John reflects on having built a successful digital marketing career, ultimately having founded NextLeft to deliver more valuable, effective agency work.
[4:34] - NextLeft helps credit unions increase online visibility by turning their local community presence into a digital advantage.
[6:46] - John asserts that credit union websites should seamlessly serve existing members while removing barriers for new members.
[9:40] - Search data and AI help credit unions understand community needs and uncover valuable marketing opportunities.
[11:08] - Looking ahead to the future, John discusses DuckDive AI and how it connects marketing and operational data.
[13:12] - We discover why John looks up to his mom.
[14:13] - John reveals some of his favorite surfing destinations as well as favorite places to travel for work.
[16:06] - John recommends the book Shoe Dog.
[16:54] - John believes that there doesn’t always need to be a separation between your personal life and your work life.
[18:22] - John urges credit unions to embrace their strengths, increase online visibility, and show people how they can win.

“Find or do something in your career that you enjoy, and this will help bring passion to what you do every day.” - Marlene Juarez

Thank 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 Marlene Juarez, Vice President of Professional Services & Training at Origence. She joins me in this episode for a conversation about technology, lending, leadership, and the experiences that shape a career in the credit union movement. Tune in as Marlene reflects on how her path to her current role certainly wasn’t a straight line. She shares how she started out in finance, where working in lending and collections taught her some valuable lessons about understanding borrowers. From there, she moved into the credit union world, eventually becoming a vice president before stepping back to spend more time with her growing family. That decision ultimately led her to Origence, where she has now spent more than two decades building expertise across credit unions, dealerships, lending, and technology.

Throughout our conversation, Marlene and I discuss what makes Origence different from a traditional technology vendor, including its CUSO structure and deep connection to the credit union community. Marlene also shares why “Go Live” shouldn’t be viewed as the finish line for a technology implementation but rather as the beginning of something that needs to evolve alongside a credit union’s goals, members, and compliance requirements.

We also talk a bit about AI, with Marlene making a truly compelling case for starting with something much less flashy: clean data, and we talk about what practical, useful AI should actually accomplish in lending as well as why reducing friction and producing meaningful results matters more than chasing the biggest promises.

As we wrap up the conversation, we get into developing the next generation of leaders, the importance of mentorship, and the value of listening to new ideas, and, of course, Marlene undergoes our usual round of rapid-fire questions as we get to find out about her favorite way to splurge, her favorite book, her approach to work-life balance, what she looks for when traveling to a new city, and more! Enjoy my conversation with Marlene Juarez!

Find the full show notes on https://www.cuinsight.com/.

Connect with Marlene:
Marlene Juarez, Vice President of Professional Services & Training at Origence
http://origence.com
Marlene: LinkedInOrigence: LinkedIn | Facebook | X

Show notes from this episode:
Place mentioned: CaliforniaShout-out: CUDLShout-out: Marlene’s first manager
Book mentioned: Year of Yes by Shonda RhimesTV series mentioned: Grey’s AnatomyTV series mentioned: ScandalPlace mentioned: Hawaii

In this episode:
[0:52] - Hear how an exchange-student experience sparked Marlene’s love of travel and inspired her international-relations ambitions.
[1:37] - Marlene reflects on how her career evolved from lending and credit unions to leading teams and supporting Origence’s national partners.
[4:54] - As a CUSO rooted in credit unions, Origence understands their needs and evolves alongside them.
[6:57] - Clean data enables effective AI, while young leaders bring fresh technological perspectives worth embracing.
[8:25] - What is Marlene’s focus for the road ahead?
[11:08] - Marlene credits her first manager as having been an effective leader.
[12:42] - Marlene reflects on what she loves about the book Year of Yes and also its author Shonda Rhimes.
[14:03] - Working across time zones makes balance difficult, so Marlene unwinds with exercise, music, audiobooks, and puzzles.
[15:01] - Marlene encourages others to pursue work that they enjoy, believing that passion makes careers more fulfilling.

“You have to really understand yourself before you can be a leader of others.” – Deedee Myers

Thank 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 returning guest Deedee Myers, CEO of DDJ Myers. She joins me for this episode for a conversation about what it takes for credit unions to keep moving forward. We have previously talked about the future of credit union leadership, and this time, we’re building on that discussion with a closer look at the people and practices that can make a real difference. We kick things off with the boardroom, with Deedee sharing why a high-performing board can become a genuine competitive advantage and why a status-quo mindset can have the opposite effect. The two of us discuss what separates boards that are actively shaping their organizations from those which have become too comfortable, including the importance of preparation, meaningful conversations, accountability and keeping pace with a changing industry.

Throughout our conversation, we discuss technology, generational change, and the evolving role of HR, with Deedee explaining why board members need broader experiences with the technology and services their members use as well as why HR has an increasingly important seat at the planning table. Deedee also gives us a look at what’s ahead for DDJ Myers and its expanding relationship with ALM First, including a more integrated approach to supporting credit unions from the balance sheet to the boardroom.

As we wrap up the conversation, we have a little fun and so something a little unusual. Deedee's son Bryce Myers-Haeussler joins us for our rapid-fire questions, sharing his own career plans, favorite ways to recharge and some exciting personal milestones, and we finally wrap up with a reminder from DeeDee to recognize our own mastery, keep growing into it and help others find theirs! I hope that you enjoy this conversation with Deedee Myers!

Connect with Deedee:
Deedee Myers, CEO at DDJ Myers, Ltd.
http://ddjmyers.com
Deedee: LinkedIn
DDJ Meyers, Ltd.: LinkedInShow notes from this episode:
Shout-out: Zoom
Shout-out: IPad
Shout-out: America’s Credit Unions Council
Shout-out: Peter Myers
Shout-out: ALM First
Shout-out: Bryce Myers-Haeussler
Book mentioned: The Science of Scaling: Grow Your Business Bigger and Faster Than You Think Possible by Dr. Benjamin Hardy & Blake Erickson
Shout-out: OnPath Federal Credit Union
Book mentioned: The Gray Man Series by Mark Greaney
Shout-out: Bryce’s brother Scott
Shout-out: Eagle Scout
Shout-out: Deedee’s mom
Shout-out: Grant Thornton

Previous guests mentioned in this episode: Deedee Myers
In this episode:
[1:09] - Deedee explains how high-performing boards drive strategic decisions, strengthen competitiveness, and avoid preserving the status quo.
[4:54] - It's so important for boards to embrace technology, clarify their responsibilities, and evolve from oversight to strategic leadership.
[7:26] - Hear how strategic HR aligns people, culture, and leadership with business priorities via workforce planning and development.
[10:35] - A future-focused strategy integrates services while strengthening leadership, governance, talent, and measurable outcomes.
[13:27] - Welcome Deedee’s son Bryce to the show!
[14:28] - Hear what Deedee loves about the book The Science of Scaling.
[14:58] - Bryce loves the Gray Man series of fictional books.
[16:49] - Bryce reveals that he learned from his mom to start, persevere, and simply get the job done.
[17:38] - Effective leadership begins with self-awareness, requiring us to understand and accept ourselves before influencing others.
[18:27] - Deedee and Bryce share what they’re looking forward to in the near future.
[20:29] - Deedee encourages listeners to keep living into their mastery and to help others find theirs.

“AI companies have incredible convenience and are working on trust. Credit unions have trust and are working on convenience. The only question is who gets there first.” – Siva Narendra

Thank 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 Siva Narendra, CEO and Co-Founder of Tyfone who returns to the podcast after having previously been featured in episode 100. This time, he joins me to discuss how AI is changing financial services at an alarming rate and what that means for credit unions. Tune in as Siva shares why he believes trust remains credit unions' greatest advantage but also explains why that advantage won't last forever unless institutions rethink how they approach it. We talk about why simply adding AI-powered features isn't enough, how credit unions can remain central to members' financial lives, and why the race between trust and convenience is accelerating faster than many people even realize.

Throughout our conversation, Siva and I also explore why he regards lending as one of the strongest long-term opportunities in the AI era, the growing importance of identity verification, and the security challenges that come with increasingly sophisticated AI tools. Along the way, he offers some practical insights into how Tyfone is building technology designed to help credit unions embrace innovation without compromising the relationships that have always set them apart.

As we wrap up the conversation, Siva discusses the inventor who inspires him most, the surprisingly indispensable purchase that's become part of his daily routine, the podcasts he relies on to stay informed, and why gardening (and a daily commute with his wife) continues to help him maintain balance outside of work. Enjoy this conversation with Siva Narendra!

Connect with Siva:
Siva Narendra, CEO and Co-Founder of Tyfone
http://tyfone.com
Siva: LinkedInTyfone: LinkedIn | Facebook | Instagram | YouTube | Spotify (DIgital Panking Podcast) | XShow notes from this episode:
Shout-out: AT&TShout-out: VerizonShout-out: NetflixTopic mentioned: OmnichannelShout-out: ChatGPT
Shout-out: Apple
Shout-out: Abraham LincolnShout-out: Keurig
Podcast mentioned: Planet Money
Podcast mentioned: The Indicator from Planet Money
Shout-out: Greg Michlig
Topic mentioned: The HolocaustShout-out: Siva’s in-laws
Shout-out: Siva’s wife

Previous guests mentioned in this episode: Siva G. Narendra (episode #100)

In this episode:
[1:17] - Hear how digital banking is Tyfone’s foundation for continuous innovation!
[2:56] - Siva argues that credit unions need to close the personalization gap while holding onto their advantage in member trust.
[5:58] - Siva explains how SDK-based customization can leave institutions isolated, while frontier AI offers more personalized financial insights.
[8:10] - Generative AI requires strong authentication, data controls, observability, and guardrails to remain secure and relevant!
[11:10] - Hear how lending still gives financial institutions an edge because of regulation, risk, institutional knowledge, and physical branches.
[14:41] - As AI makes identities easier to fake, verifying people in person becomes more important than ever.
[16:25] - Hear how Tyfone is working on authentication to help maintain trust as AI makes fraud easier.
[18:22] - Hear why Siva admires Abraham Lincoln.
[18:52] - Siva reveals what he loves about his Keurig coffee machine.
[19:44] - Find out what podcasts Siva loves.
[21:49] - Siva reminds us that physical branches, underwriting judgment, and loan officers remain irreplaceable assets that AI can't replicate.

“Trust is something that can only be built by consistently doing the right thing over an extended period of time.” - Jeremy DeBruin

Thank 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 Jeremy DeBruin, Senior Area Vice President at Gallagher. Jeremy's story perfectly captures what sets the credit union market apart, and he shares how growing up in a blue-collar family shaped his outlook on work, leadership, and service—and why a pivotal moment from his childhood gave him an appreciation for a people-first philosophy. We discuss Jeremy's path into executive benefits, and the role Gallagher plays in helping credit unions hold onto exceptional leaders while remaining accountable long after a plan is put into place. Jeremy explains why his team is committed to providing guidance, administrative support, and follow-through for decades, ensuring credit unions have a trusted partner throughout the life of every plan!

Throughout our conversation, we spend time discussing what the strongest organizations are doing to prepare for the future, from succession planning and attracting younger leadership to building cultures that encourage talented people to stay and grow. Jeremy offers some thoughtful insights into how trust is earned, why patience often leads to better decisions than chasing the latest trend, and how an entire team working behind the scenes helps deliver the consistency clients depend on year after year.

As we wrap up the episode, Jeremy undergoes the usual round of rapid-fire questions, and he shares the leadership lessons that he learned from his father and longtime mentor Rich Brock. He also shares his fascination with mechanical watches, his favorite places to travel, the books that help keep his priorities in perspective, and why he remains deeply grateful to spend his career serving credit unions. Enjoy my conversation with Jeremy DeBruin!

Connect with Jeremy:
Jeremy DeBruin, Senior Area Vice President at Gallagher
http://ajg.com
Jeremy: LinkedIn
Gallagher: LinkedIn | Instagram | Facebook | X | YouTube
Show notes from this episode:
Shout-out: Oakland Athletics
Shout-out: New York Stock Exchange
Shout-out: Jeremy’s parents
Shout-out: Campbell’s Soup
Shout-out: Dave Ramsey
Shout-out: Bank of America
Place mentioned: Sacramento, CA
Place mentioned: New York City, NY
Shout-out: Rich BrockShout-out: Apple
Place mentioned: Anchorage, AK
Shout-out: Home Depot
Book mentioned: Tuesdays with Morrie by Mitch Albom
Book mentioned: Have a Little Faith by Mitch Albom
Book mentioned: For One More Day by Mitch Albom
Shout-out: Jeremy’s wife
Shout-out: Jeremy’s kids
Shout-out: Mother Teresa

In this episode:
[0:51] - Jeremy reflects on how his childhood fascination with the stock market sparked an early interest in finance.
[2:46] - For Jeremy, watching his parents switch to a credit union inspired a lifelong appreciation for member-focused banking.
[5:08] - Hear how a church mission and college connections led Jeremy to executive benefits and Gallagher.
[7:37] - Gallagher helps credit unions retain leaders via benefits and support.
[9:55] - Jeremy explains that future-ready credit unions prioritize younger boards, succession planning, and cultures which attract emerging leaders.
[11:35] - Jeremy argues that maintaining trust requires consistent integrity, careful recommendations, and lasting client accountability.
[14:05] - Jeremy points out how behind every executive benefit recommendation is a great deal of analytical work from an unseen support team.
[16:30] - Gallagher prioritizes long-term administrative support for executive benefit plans lasting even decades after implementation.
[18:47] - Learn why Jeremy looks up to his dad as a leader.
[22:12] - Jeremy is enthusiastic about his love for mechanical watches.
[23:11] - Jeremy reflects on how a hometown board meeting reminded him that volunteer directors represent ordinary members like his parents.
[26:16] - We discover why Jeremy loves Mitch Albom’s books.
[27:21] - Staying present with family and friends is Jeremy's main strategy for managing work-life balance.
[28:58] - Jeremy remains deeply grateful to support credit unions whose mission positively impacts everyday people.

Consulting and insurance brokerage services to be provided by Gallagher Benefit Services, Inc. and/or its affiliate Gallagher Benefit Services (Canada) Group Inc. Gallagher Benefit Services, Inc., a non-investment firm and subsidiary of Arthur J. Gallagher & Co., is a licensed insurance agency that does business in California as “Gallagher Benefit Services of California Insurance Services” and in Massachusetts as “Gallagher Benefit Insurance Services.”

Securities offered through Osaic Wealth, Inc. member FINRA/SIPC. Osaic Wealth is separately owned and other entities and/or marketing names, products or services referenced here are independent of Osaic Wealth. Neither Osaic Wealth nor their affiliates provide accounting, legal or tax advice.

“The institutions we will see win with AI will be the ones that use it to become more human.” - Laurie Flanders

Thank 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 Laurie Flanders, SVP of Client Experience & Growth at Strum Platform. She joins me for this episode to shed light on a common misconception about data: that collecting more of it automatically leads to better member experiences. Laurie challenges that assumption, exploring why data alone isn't enough. Instead, she explains what it takes for credit unions to transform information into meaningful action that delivers real value for members. She reflects on her unconventional career path from studying English to working in banking, risk management, branch operations, and ultimately helping credit unions strengthen relationships with members via technology.

Throughout our conversation, Laurie explains why understanding data matters far more than simply having it and how disconnected systems often prevent institutions from delivering the experiences that members expect. We also discuss Strum Platform's new CRM built specifically for credit unions and why an approach focused on relationships looks very different from the sales-first CRMs that dominate the market. Laurie explains how bringing member information together in one place can help employees serve members more effectively without adding yet another complicated system to their daily workflow.

As we wrap up the conversation, we turn to the timely topic of AI. Laurie makes the case that, rather than replacing employees, AI has the potential to eliminate tedious work, giving people more time to focus on what matters most: building genuine human connections. We discuss how credit unions can embrace emerging technology while staying true to the people-first philosophy that has always set them apart, and, of course, Laurie undergoes our usual round of rapid-fire questions. Enjoy this insightful conversation with Laurie Flanders!

Connect with Laurie:
Laurie Flanders, SVP of Client Experience & Growth at Strum Platform
http://strumplatform.com
Laurie: LinkedInStrum Platform: LinkedIn
Show notes from this episode:
Shout-out: Lee Allen
Shout-out: Laurie’s grandmother
Place mentioned: Scottsdale, AZShout-out: MAC 2026 ConferenceBook mentioned: Good to Great: Why Some Companies Make the Leap...And Others Don't by Jim CollinsShout-out: Laurie’s children

In this episode:
[1:02] - We learn that Laurie originally wanted to be a middle school English teacher.
[2:00] - Laurie traces her journey from banking compliance to helping credit unions use member data.
[5:59] - Laurie reveals how Strum Platform unifies member data to deliver more personalized financial guidance.
[8:11] - Data creates value only when connected, understood, and turned into meaningful action.
[11:02] - Strum Platform's CRM gives every employee a unified view in order to strengthen member relationships.
[14:29] - Integrated systems improve personalized member service by keeping everyone on the same page.
[16:23] - AI should ultimately empower employees by strengthening human relationships, not replacing them.
[18:53] - Strum Platform will keep investing in AI, innovation, and partnerships to help credit unions thrive.
[21:00] - Laurie cites her grandmother as a perfect example of an effective leader.
[24:25] - Learn why Laurie recommends the book Good to Great.
[25:31] - Laurie prioritizes being fully present for both her family and her career in order to maintain balance.
[26:44] - Laurie argues that credit unions should use technology and data to strengthen relationships and guide future growth.

“Infrastructure used to be invisible. Now, it’s the brand. ” - Kamila Thompson

Thank 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 Kamila Thompson, Senior Director of Growth at Nexcess. She comes on the show to discuss the way that we think about technology, trust, and the future of digital banking. Listen as we talk about protecting a credit union’s core system and why the systems surrounding it can have an even more profound impact on security, compliance, and the member experience.

Throughout our conversation, Kamila explains how digital transformation has left many institutions managing vendors and integrations, creating complications that often are not understood until an examination or outage exposes the gaps. She shares some practical insights into why leaders need to explain the “why” of their technology in plain language, and we also discuss what organizations can do to better prepare for future exams while strengthening resilience behind the scenes.

We explore how member expectations have changed over time—reliability is no longer defined by branch hours or friendly service alone but is measured by whether digital experiences work flawlessly when members need them. Kamila makes the case that infrastructure has become part of a credit union’s brand and that trust is built via consistent and dependable technology!

As we wrap up the episode, Kamila looks ahead to AI-ready infrastructure, the growing role of purpose-built cloud environments, and why credit unions shouldn’t have to choose between innovation, compliance, and security. She also undergoes our usual round of rapid-fire questions, and you're going to want to tune in for her answers. Enjoy my conversation with Kamila Thompson!

Connect with Kamila:
Kamila Thompson, Senior Director of Growth at Nexcess
http://nexcess.com
Kamila: LinkedIn
Nexcess: LinkedIn | YouTube
Show notes from this episode:
Shout-out: Indiana Jones
Shout-out: Kamila’s daughter
Shout-out: Star WarsShout-out: Kamila’s grandfather
Shout-out: Robbie’s grandfather
Place mentioned: CaliforniaPlace mentioned: WashingtonPlace mentioned: New YorkPlace mentioned: New Jersey
Place mentioned: Nashville, Tennessee
Place mentioned: The Great Smoky MountainsBook mentioned: The MANIAC by Benjamin Labatut
Shout-out: John von Neumann
In this episode:
[1:30] - Hear how Kamilla found an ideal fit at Nexcess, combining her passions for marketing, data, and secure infrastructure.
[4:58] - Kamilla discusses how rapid digital transformation often leads to hidden compliance risks without a strong infrastructure foundation.
[7:21] - It’s important for leaders to understand and document their digital infrastructure to meet regulatory expectations.
[9:44] - Reliable digital infrastructure has become central to member trust, satisfaction, and long-term retention.
[12:32] - For the foreseeable future, Nexcess will be focusing on AI-ready infrastructure, as it enables financial institutions to scale without sacrificing speed or compliance.
[13:54] - We learn why Kamilla looked up to her grandfather.
[15:11] - Traveling with Nexcess has inspired Kamilla to explore Nashville and the Smoky Mountains.
[15:52] - Hear why Kamilla recommends the book The MANIAC by Benjamin Labatut.
[16:46] - Kamilla explains how getting up early helps her maintain balance.
[17:41] - In closing, Kamilla argues that lasting digital trust depends on reliable infrastructure, not just polished apps.

"Direct issuance offers credit unions the ability to have more touch points and connect with their members to help solve business challenges.” - Geoff Dean

Thank 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 guests on today’s show are Dan Hanks, SVP of Global Product Management, and Geoff Dean, Director of Commercial Product Management - both of i2c Inc. They come on board for this episode to talk about how card programs can play a much bigger role in a credit union's long-term success than many people may realize, which is why more credit unions are taking a fresh look at self-issuance and how today's technology is making that option more accessible to institutions that may have ruled it out in the past.

Throughout our conversation, we compare the traditional agent banking model with self-issuance, explaining some of the differences when it comes to control, profitability, and the overall member experience. Dan and Geoff discuss why owning more of the card program can help credit unions strengthen member relationships, respond more effectively to member needs, and protect the trust that sets them apart from larger financial institutions. They also explain why self-issuance isn't simply about issuing cards but is also about creating better products, offering more flexibility, and positioning credit unions to serve members in more meaningful ways.

As we wrap up the episode, we explore how modern processing platforms support the ability to self-issue while also reducing many of the barriers that once made self-issuance difficult for smaller organizations. They offer some memorable closing remarks, persuading credit unions to leverage modern technology to incorporate self-issuance, stressing the importance of strengthening member relationships. Enjoy my conversation with Dan and Geoff!

Connect with Dan & Geoff:
Dan Hanks, SVP of Global Product Management at i2c
Geoff Dean, Director of Commercial Product Management at i2c
http://i2cinc.com
Dan: LinkedInGeoff: LinkedIn
i2c: LinkedIn | Instagram
Show notes from this episode:
Place mentioned: Silicon Valley, CA
Shout-out: Wells FargoShout-out: AppleShout-out: GoogleIn this episode:
[1:03] - Hear how self-issuance gives credit unions more control and revenue opportunities as well as stronger products.
[3:20] - Geoff adds that self-issuance strengthens member relationships while enabling customization and program control.
[6:10] - Direct issuance helps credit unions resolve member needs faster via stronger relationships and better visibility.
[8:18] - Dan argues that competitive self-issued cards help credit unions strengthen loyalty and protect valuable member relationships.
[10:30] - Hear why it’s so crucial to find the right partner.
[12:33] - In closing, credit unions should reconsider self-issuance, as modern solutions have made it viable for more institutions.

““A true strategic partner understands what your goals and challenges are and brings solutions and ideas on how to solve those problems.” – Rex Richardson

Thank 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 Rex Richardson, Director of Client Processing at Quavo Fraud & Disputes. He unpacks how his unexpected path into financial services led him through more than 17 years of direct experience in fraud, claims, and back-office operations before ultimately landing his current role. Listen in as Rex shares how early influences set the stage for a career built around understanding complex systems and the people they impact.

Throughout our conversation, we dig into what the fraud and disputes space looks like behind the scenes, with Rex breaking down how Quavo approaches it from initiation through investigation, recovery, and resolution, while also leveraging automation, compliance, and emerging AI tools. The result is not just operational efficiency, but also a faster and more transparent experience for members who are often dealing with urgent financial concerns.

Our conversation also turns to one of the biggest pressures that credit unions are facing today: rising amounts of disputes paired with staffing and budget constraints, and Rex walks us through why simply adding more people isn’t always sustainable, instead making the case for strategic partnerships that bring forth expertise, automation, and compliance support. We also explore the hidden costs that creep into inefficient systems such as longer resolution times, increased member contact, and growing operational strain that can quietly increase expenses.

As we wrap up the episode, Rex reflects on what separates a true strategic partner from a traditional staffing solution, highlighting the importance of collaboration, problem-solving, and long-term alignment over short-term labor support. We close with a discussion on the integration of AI in fraud investigations, with Rex sharing how human-in-the-loop decision-making could help speed up resolutions while still maintaining oversight and accuracy. Enjoy this insightful conversation with Rex Richardson!

Connect with Rex:
Rex Richardson, Director of Client Processing at Quavo Fraud & Disputes
http://quavo.com
Rex: LinkedIn
Quavo: LinkedIn | Facebook | YouTube | XShow notes from this episode:
Shout-out: Rex’s uncle
Shout-out: Rex’s grandfather
Place mentioned:ItalyPlace mentioned: Mexico City, MexicoShout-out: Rex’s wife
Place mentioned: Chicago, ILBook mentioned: The Lord of the Rings Trilogy by J.R.R. TolkienShout-out: AppleShout-out: Rex’s kids

In this episode:
[0:54] - We learn that Rex once considered becoming a high school teacher.
[1:57] - Rex entered banking via his uncle, later advancing into leadership roles across claims and operations before joining Quavo.
[4:09] - Hear how Quavo helps simplify a complex, regulated claims industry.
[7:03] - Strategic partners help credit unions manage fraud complexity, compliance, and scaling while improving efficiency and member experience.
[10:59] - Rex explains how rising operational costs and delayed resolutions create hidden inefficiencies.
[14:21] - True strategic partners provide strategy and solutions, unlike staffing firms that only supply workforce support.
[17:10] - Rex discusses AI being developed to assist human decision-making in fraud investigations.
[20:55] - Rex's grandfather’s leadership and customer engagement continue to affect how he interacts with others.
[22:04] - Travel remains Rex's favorite way to splurge, especially immersive cultural experiences in cities like Mexico City and Chicago.
[25:42] - Rex argues that turning off work notifications helps create real separation and restores life outside constant digital urgency.
[28:35] - Credit unions should identify inefficiencies and consider strategic partners to help improve operations and member experience.

“Growth will not come from doing more of the same, but from deeply understanding and connecting with younger consumers.” - Opal Tomashevska

Thank 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 Opal Tomashevska, Director of Multicultural Business Strategy at TruStage. She joins me for this episode to discuss TruStage’s 2026 “What Matters Now” study and its interesting findings, highlighting that sustainable growth in 2026 begins with recognizing that today’s consumers cannot be treated with a one-size-fits-all approach.

Throughout our conversation, we talk about how younger consumers are reshaping expectations, why financial stability has become a bigger priority than traditional milestones for many Americans, and what credit unions could be missing when it comes to building meaningful relationships with diverse communities. Opal also shares some fascinating insights around neurodivergent consumers, including why they report higher levels of financial worry despite strong employment rates, as well as the continued rise of the “hustle economy” and what that means for financial institutions.

As we wrap up the episode, we explore how consumers are researching financial products today, the growing influence of social media and AI, and why convenience alone isn’t enough to earn long-term loyalty, with Opal’s focusing on turning research into action. Rather than stopping at data and trends, she explains how credit unions can use these insights to better serve members, strengthen trust, and stand out in an increasingly crowded marketplace. I hope that you enjoy my conversation with Opal Tomashevska!

Connect with Opal:
Opal Tomashevska, Director of Multicultural Business Strategy at TruStage
http://trustage.com
Opal: LinkedIn
TruStage: LinkedIn | Instagram | Facebook | YouTube
Show notes from this episode:
TruStage study mentioned: “What Matters Now”
Shout-out: TikTok
Shout-out: Apple PayShout-out: Google PayIn this episode:
[0:55] - Opal argues that growth comes from understanding diverse younger consumers and meeting their evolving needs.
[2:33] - Learn how research reveals shifting dreams, heightened neurodivergent worries, and a growing hustle economy.
[5:39] - How can credit unions turn consumer insights into measurable growth?
[6:25] - Every research finding is paired with practical actions which credit unions can put into place.
[8:59] - Hear how consumers increasingly expect inclusivity and representation.
[10:31] - Opal believes that sharing the credit union story can strengthen connections and drive membership.

“If we don't forget where we've come from, we're well positioned to continue to win share and growth in the future.” - Bill Gould

Thank 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 Bill Gould, president of Allied Solutions. Our conversation today couldn’t be timelier, because since his last appearance on the podcast, Bill has stepped into the role of president at Allied Solutions, giving him an even broader view of the challenges and opportunities that credit unions face today. We kick off by talking about his journey, the remarkable story behind Allied Solutions, and how the company continues to help credit unions grow, protect what they’ve built, recover when challenges come up, and stay prepared for what comes next.

Throughout our conversation, one theme that keeps coming up is the idea of “build, buy, or partner,” and Bill shares why there’s no one-size-fits-all formula for making those decisions. He explains how credit unions can determine which capabilities should remain core to their organization and which are better supported via outside expertise. In addition, Bill and I talk about one of the biggest realities facing the industry right now: growth through mergers, and Bill offers some practical insights into how credit unions can bring organizations together, thoughtfully integrate technology, and create member experiences that are consistent without losing sight of what makes each institution unique.

As we wrap up the episode, we look ahead at the trends shaping the future, including AI, compliance, regulation, automation, and the increasing pace of change across financial services, and, of course, we, as always, get to know our guest a little more personally with a series of rapid-fire questions. Bill shares the leaders who have influenced him most, the books that have shaped his perspective, why family experiences are always worth the investment, and how he stays connected with loved ones despite a demanding travel schedule. Enjoy my conversation with Bill Gould!

Find the full show notes on https://www.cuinsight.com/.

Connect with Bill:
Bill Gould, President of Allied Solutions
http://alliedsolutions.net
Bill: LinkedIn
Allied Solutions: LinkedIn | Facebook
Show notes from this episode:
Shout-out: Securian Financial
Shout-out: Missy Eldridge
Place mentioned: Saint Paul, MinnesotaPlace mentioned: Carmel, Indiana
Place mentioned: Sarasota, Florida
Shout-out: PortX
Place mentioned: Denver, Colorado
Place mentioned: Texas
Shout-out: John Wooden
Shout-out: Minnesota Timberwolves
Place mentioned: Indiana
Shout-out: WNBA
Shout-out: Caitlin Clark
Shout-out: Bill’s family
Shout-out: Robbie’s kids
Place mentioned: Québec City, Québec; Canada
Place mentioned: Europe
Place mentioned: Atlantic Ocean
Book mentioned: Execution: The Discipline of Getting Things Done by Larry Bossidy & Ram Charan
Book mentioned: Good to Great by Jim Collins
Book mentioned: Rewired: The McKinsey Guide to Outcompeting in the Age of Digital and AI by Eric Lamarre, Kate Smaje, & Rodney Zemmel
Place mentioned: Washington
Previous guest mentioned in this episode: Bill Gould (episodes 1 & 42)

In this episode:
[0:55] - Bill reflects on how transitioning to Allied expanded his ability to serve credit unions.
[2:00] - Founded by Missy Eldridge, Allied helps credit unions grow, protect, recover, and evolve.
[5:22] - Bill argues that credit unions should strategically balance building, buying, and partnering based on unique strengths.
[7:44] - Partnerships such as PortX help speed up integration and lend innovation and operational flexibility.
[10:36] - Hear how Allied helps merging credit unions align systems and programs while also preserving member value.
[11:44] - Bill reveals that, for the future, Allied is focused on mergers, AI, regulations, and evolving member expectations.
[13:39] - For Bill, leaders such as Missy Eldridge and John Wooden exemplify tenacity and excellence!
[14:48] - Family travel remains Bill’s favorite investment, while work trips offer opportunities for exploration!
[16:16] - Listen as Bill recommends several different books.
[17:09] - Bill believes that balancing a personal life with a professional one requires efficiency, intentionality, and maximizing work-travel opportunities.
[18:22] - Future success depends on balancing growth, risk, transformation, and member-focused values!

“I'm so passionate about creating a world where fraud is rare and trust between a member and their credit union is a given.” - Shanthi Shanmugam

Thank 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 Shanthi Shanmugam, CEO of Casap. She joins me for this episode to discuss the winding path that took her from studying computer science at UC Berkeley to helping credit unions rethink one of the most stressful moments in the member experience: disputes.

Throughout our conversation, Shanthi makes it evident that she is passionate about building technology that feels human. She shares stories from her time at Facebook and Robinhood, including the moment when she realized that she wanted to spend her career solving problems that genuinely matter to people. Hear how that mindset eventually led to the formation of Casap, an AI-powered platform helping credit unions reduce fraud losses, improve dispute resolution, and strengthen member trust without losing the human judgment these situations often require. We also dig into why disputes are far more than just operational headaches, with Shanthi explaining why they’re “trust moments” that can determine whether a member stays loyal to their financial institution or walks away entirely.

As we wrap up the episode, Shanthi talks about her love for custom suits, Bollywood dancing, Colorado Springs, and why Stephen Covey’s The 7 Habits of Highly Effective People still resonates with her years after first reading it. Enjoy my conversation with Shanthi Shanmugam!

Find the full show notes on https://www.cuinsight.com/.

Connect with Shanthi:
Shanthi Shanmugam, CEO of Casap
shanthi@casaphq.com
http://casaphq.com
Shanthi: LinkedIn
Casap: LinkedIn

Show notes from this episode:
Film mentioned: Ratatouille
Character mentioned: Remy
Book mentioned: The 7 Habits of Highly Effective People by Stephen Covey

In this episode:
[1:00] - When she was young, Shanthi dreamed of traveling worldwide through dance and teaching others to love it.
[2:27] - After Berkeley and Facebook, Shanthi pursued product work that was focused on meaningful human impact.
[5:01] - Learn how ChatGPT inspired Shanthi to launch Casap and reimagine trust-centered fraud prevention.
[8:16] - Hear how Casap helps credit unions improve member experiences and reduce fraud via AI-powered dispute management.
[11:13] - Shanthi identifies three major gaps in the dispute process - starting with credit unions needing more transparent support.
[12:36] - The second gap is fragmented systems which weaken fraud decision-making.
[13:57] - Thirdly, better dispute insights are needed to differentiate between legitimate cases and attempted fraud.
[15:09] - Shanthi points out that disputes become defining moments that shape long-term member loyalty and retention.
[17:49] - Shanthi illustrates the difference between agentic AI and other AI tools.
[20:28] - I praise Casap for balancing fast automation with compassionate human support.
[21:08] - Casap aims to become credit unions’ broader AI operating system beyond just dispute management.
[23:24] - Hear why Shanthi credits her mother with being a good leader.
[25:36] - Shanthi reflects on a trip to Colorado Springs which offered her a refreshing conference experience outside the usual Vegas routine.
[26:39] - Shanthi empathically believes that everyone should read The 7 Habits of Highly Effective People by Stephen Covey.
[27:14] - Shanthi reveals that monthly check-ins help her balance rapid company growth with family and personal priorities.
[29:49] - Shanthi expresses gratitude for credit unions.

“Start simple and stay curious.” - Larry Meador

Thank 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 Larry Meador, CEO of evok credit union marketing. Our conversation goes far beyond marketing buzzwords and demographic charts, with Larry sharing how a kid obsessed with commercials and creativity eventually found his way into advertising and the credit union world. Along the way, hear the wildly scrappy origin story behind evok!

Throughout our conversation, Larry explains why demographics alone don’t tell the full story and why understanding motivations, anxieties, habits, and emotional triggers matters so much more than simply targeting “women 35 to 54.” We talk about the difference between target audiences and personas, how digital personalization has completely changed member expectations, and why credit unions can’t afford to sound generic anymore. Larry also breaks down how his team helps credit unions identify who they’re already connecting with, where future opportunities exist, and how behavior-driven marketing can help strengthen loyalty in an era when consumers can move money with simply a few taps on their phones.

As we wrap up the episode, Larry talks about why travel makes him a better marketer, the lessons that he has learned from coaches and family members, and why communication sits at the center of great leadership. Enjoy my conversation with Larry Meador!

Find the full show notes on https://www.cuinsight.com/.

Connect with Larry:
Larry Meador, CEO of evok credit union marketing
http://evokad.comLarry: LinkedIn
evok: LinkedIn | Facebook | Instagram | XFilm mentioned: Jerry MaguireFilm mentioned: Other People’s Money
Book mentioned: The Art of Client Service by Robert SolomonBook mentioned: What Drives Winning: Building Character Gets Results. Here's How. by Brett Ledbetter
Book mentioned: Meditations by Marcus Aurelius

In this episode:
[0:58] - Hear how childhood creativity and fascination with commercials eventually led Larry into marketing and storytelling.
[2:38] - Larry reflects on how a nontraditional career path and guerrilla marketing tactics helped launch evok.
[4:33] - evok blends creativity and analytics to uncover members’ emotional financial decision-making drivers.
[6:47] - Larry argues that personas reveal behavioral motivations, enabling more personalized member communication.
[8:31] - Larry believes that personalized, relevant messaging helps credit unions compete through stronger member connection and loyalty.
[10:37] - Effective persona development starts by understanding your existing members and opportunities for growth.
[12:56] - Larry argues that persona-driven messaging strengthens relationships by anticipating members’ needs and life stages.
[15:48] - What is evok's focus for the future?
[17:42] - Hear how travel broadens Larry’s cultural understanding, creativity, and perspective as a marketer!
[19:42] - Larry mentions several books that he thinks everyone should read.
[20:24] - Larry asserts that entrepreneurial “balance” comes via integrating family, fitness, reading, and creative recovery time.
[21:21] - In closing, authenticity and human connection give credit unions opportunities to compete beyond size and technology.

“Strive to delight … it's a great ethos to live by.” - John Findlay

Thank 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 John Findlay, CEO of LemonadeLXP. He sits down with me to talk about learning, curiosity, and why most workplace training completely misses the mark. He shares his path to CEO, opens up about being labeled a “terrible student”, and how he knew early on that he was meant to build something of his own. From launching businesses right out of high school to using gamification before it even had a name, his story is a reminder that unconventional paths can lead to meaningful innovation.

Throughout our conversation, we spend a lot of time discussing a problem that feels almost universal: when learning feels like a chore, people check out, but when it’s designed to be interactive and even enjoyable, that becomes a different story. We also get into how AI is changing the equation—not in a vague, buzzwordy way but in practical terms such as how it can reduce onboarding time, offer answers in real moments of need, and help organizations retain knowledge.

As we wrap up the episode, John goes through our usual round of rapid-fire questions, revealing that he is a self-proclaimed “geopolitics nerd”, and why he recommends an especially “epic” book. Enjoy my conversation with John Findlay!

Find the full show notes on https://www.cuinsight.com/.

Connect with John:
John Findlay, CEO of LemonadeLXP
http://lemonadelxp.com
John: LinkedIn
LemonadeLXP: LinkedIn | Instagram | Threads | YouTube | TikTok | X