The Future of Member Experience: AI + Credit Unions - VoiceShift Episode 03

AI in Banking: Personalizing Member Experience | Katie Najjar (SVP CMEO at All One Credit Union

How can credit unions leverage technology like AI while maintaining the personal, human touch they're known for? In this insightful interview, Rishi Kumar from SubVerse AI sits down with Katie Najjar, Chief Member Experience Officer at All One Credit Union, to explore the future of banking in a digital first world.Katie Najjar shares her expert strategies on modernizing the member experience, from reimagining the role of physical branches to implementing digital-first solutions that cater to all generations from Gen Z to their most established members. Discover how All One Credit Union balances high tech innovation with high-touch, relationship driven service to create a seamless and personalized banking journey.In this video, you'll learn about:🔹 The critical role of personalization in differentiating credit unions.🔹 Strategies for balancing the needs of different member demographics.🔹 How to keep the in branch experience relevant and valuable.🔹 All One Credit Union's unique approach to financial literacy through in-school branches.🔹 The key metrics (KPIs) used to measure and improve member satisfaction and operational efficiency.🔹 The real world challenges and considerations when adopting AI, including compliance, data privacy, and fraud prevention.🔹 How smaller credit unions can effectively compete with large banks by focusing on community and collaboration.Whether you're a leader in the credit union space, a fintech enthusiast, or interested in the evolution of customer experience, this conversation is packed with valuable insights.➡️ Like this video? Subscribe to Subverse AI for more expert discussions on the credit union industry! Don't forget to hit the notification bell. 🔔What are your thoughts on using AI to enhance the member experience? Let us know in the comments below!Chapters :00:00 [https://www.youtube.com/watch?v=IGp_eyvEMtY] - Introducing Katie Najjar, Chief Member Experience Officer at All One CU00:36 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=36s] - How to Keep the In-Branch Experience Relevant in a Digital Age01:04 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=64s] - Personalization: The Key to Modern Banking Success01:31 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=91s] - Serving Every Generation: Balancing Digital Tools with Human Touch03:50 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=230s] - A 35-Year Legacy: Investing in Community with In-School Branches05:28 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=328s] - Key Metrics for Measuring a Successful Member Experience (CX)06:57 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=417s] - From Tellers to ATMs: Transforming a Branch After a Crisis08:50 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=530s] - The Challenge of Creating a Consistent Omnichannel Experience10:32 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=632s] - Top KPIs for Call Centers and Retail Branches12:20 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=740s] - Which Tasks Are Perfect for AI Automation?13:33 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=813s] - Using AI for First-Call Resolution & Seamless Human Handoff15:40 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=940s] - Why Lending and Account Opening Must Remain Human-Centric16:44 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=1004s] - Top Concerns for Leaders Adopting AI: Fraud, Bias & Compliance21:26 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=1286s] - How Credit Unions Can Compete with Big Banks26:30 [https://www.youtube.com/watch?v=IGp_eyvEMtY&t=1590s] - The Dream AI Project: If Budget Was No Obstacle#CreditUnion [https://www.youtube.com/hashtag/creditunion] #AIinFinance [https://www.youtube.com/hashtag/aiinfinance] #MemberExperience [https://www.youtube.com/hashtag/memberexperience] #DigitalBanking [https://www.youtube.com/hashtag/digitalbanking] #Fintech [https://www.youtube.com/hashtag/fintech] #CustomerExperience [https://www.youtube.com/hashtag/customerexperience] #BankingInnovation [https://www.youtube.com/hashtag/bankinginnovation] #FinancialLiteracy [https://www.youtube.com/hashtag/financialliteracy] #AI [https://www.youtube.com/hashtag/ai]

The Future of Member Experience: AI + Credit Unions - VoiceShift Episode 03

In this episode of VoiceShift Podcast by Subverse AI, host Rishikumar M. speaks with Will Crosswell, Chief Retail Officer at Ardent Credit Union, about how credit unions can balance high touch relationships with digital first convenience while adopting AI driven solutions to enhance member experience.Will shares insights on:The evolution of member expectations and the push for faster, more accessible servicesBalancing in branch relationships with digital convenienceUsing AI and automation to reduce friction, improve consistency, and prevent staff burnoutHow Ardent CU is leveraging tools like voice AI, RPA, and Alloy to cut account opening time under 5 minutesThe vision for AI powered personalization that treats every member like a top-tier clientPractical advice for smaller credit unions adopting AI and preparing for regulatory compliance👉 If you’re a Credit Union CXO, Retail Leader, or Innovation Strategist, this episode is packed with actionable insights to help you future proof member experience with AI.

Voice Shift Episode 02 : Patrick Martin on Use Cases, Pitfalls & ROI | AI in Credit Unions

In this episode of the Subverse AI Podcast, Rishikumar M and Tanmay Lad (Co-founders of Subverse AI) sit down with Patrick Martin, executive advisor to credit unions and regional banks, to explore how Artificial Intelligence is transforming credit unions today.We cover:✅ Real world AI use cases in credit unions (including Jack Henry Symitar automation)✅ How AI speeds up loan origination & internal processes✅ Common pitfalls to avoid when deploying AI in financial institutions✅ The balance between personalized service & operational efficiency✅ Leveraging AI in CRM systems like Business Next for 360° member insights✅ Cybersecurity, fraud detection, and risk mitigation with AI✅ How to build the right AI adoption strategy for your board and members✅ Collaboration opportunities across the credit union ecosystem0:00 [https://www.youtube.com/watch?v=PSs6pqLMD6k] - Introduction to Patrick Gilman - Meet the expert in banking transformation.1:03 [https://www.youtube.com/watch?v=PSs6pqLMD6k&t=63s] - Immediate Impact of AI - Where will AI have the most immediate effect on credit unions in the next 12 months?2:20 [https://www.youtube.com/watch?v=PSs6pqLMD6k&t=140s] - Real-World AI Use Case - How AI was used to generate high-quality test cases for a core system conversion.3:12 [https://www.youtube.com/watch?v=PSs6pqLMD6k&t=192s] - Balancing Personalization and Efficiency - How can AI help credit unions strike the right balance?4:01 [https://www.youtube.com/watch?v=PSs6pqLMD6k&t=241s] - Innovations for Member Experience - What innovations can improve first-contact resolution and reduce member drop-offs?5:10 [https://www.youtube.com/watch?v=PSs6pqLMD6k&t=310s] - Biggest Misconceptions about AI - What are the common myths and fears credit union leaders have about deploying AI?7:30 [https://www.youtube.com/watch?v=PSs6pqLMD6k&t=450s] - Deploying AI-Powered Voice Agents - How to roll out voice AI without disrupting member trust.9:15 [https://www.youtube.com/watch?v=PSs6pqLMD6k&t=555s] - Future of AI in Credit Unions - A look at what's next for AI in the financial sector.Whether you’re a CXO, operations leader, or innovation head in the credit union space, this episode gives you practical insights into cost-effective AI adoption with measurable ROI.📌 About Subverse AIWe help credit unions and banks automate customer conversations using Voice AI delivering faster service, deeper personalization, and better CX while reducing costs.

Voice Shift Episode 01: Ray K. Ragan on AI, Compliance & the Future of Credit Unions

In this premiere episode of Voice Shift, we sit down with Ray K. Ragan, CIO of Securityplus Federal Credit Union and former AI Task Officer with the U.S. Army, to unpack the real-world opportunities and regulatory hurdles of AI in community banking.Ray shares his journey from military AI innovation to building patent-backed sentiment detection systems in credit unions. He lays out a roadmap for AI compliance, explains why most credit unions are “frozen at the starting line,” and introduces a powerful ethical framework for deploying AI that’s both human-centric and regulator-friendly.We also dive into the future of Voice AI, hyperpersonalization, and how China’s LLM dominance is reshaping the global AI race. Whether you're a CXO, credit union executive, or tech leader navigating AI regulation—this episode is your blueprint.🔗 Bonus: Ray is offering a free AI readiness workshop for credit union boards.Below is the Linkhttps://www.linkedin.com/posts/raykra... [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbW5kX3FlZHhkY1NhUzA0STZGNThJZFJsUHZOZ3xBQ3Jtc0trS0QzZXY4VEFMbWlERjJkQi15TGxJWUZneUpCaC1qMEhwSGpYWjlmN1lVLVFlNWJkUUJNSkRjLTMyTWVnMjhFVkNVM3I1VjNLRGV6OUM4MHl5d3MwRjQ2dER2UkNTLWs3Z255X25oaEloWG5nenhtVQ&q=https%3A%2F%2Fwww.linkedin.com%2Fposts%2Fraykragan_yes-ai-will-merge-your-credit-union-activity-7353812404364845056-rlGy%3Futm_source%3Dshare%26utm_medium%3Dmember_desktop%26rcm%3DACoAACcjuQgBr6p78-oh6ep5CkCyqfskj9-bnG4&v=g0ZF8CsN43M]00:00 [https://www.youtube.com/watch?v=g0ZF8CsN43M] - Intro & Welcome03:50 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=230s] - Ray’s Background: Army AI Task Force & Innovation Command05:08 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=308s] - First AI Patent: Visual Sentiment Detection in CU Members06:08 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=368s] - Broader Value of AI in Credit Unions08:09 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=489s] - Rook and Knight: Open-source Data Intelligence Startup09:26 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=566s] - AI Progress & Deep Blue as Favorite "Chess Player"10:16 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=616s] - China’s AI Push & the Rise of DeepSeek11:10 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=670s] - Why Credit Unions Are Frozen on AI Adoption13:34 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=814s] - Regulating Realized Risk vs. Fear15:51 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=951s] - AI Risk Assessments & Vendor Ecosystem17:53 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=1073s] - Creating Board-Level AI Policies19:54 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=1194s] - Ray’s 4 Ethical Principles for AI Deployment21:48 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=1308s] - Can AI Handle Loan Negotiation? (Consent Matters)25:07 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=1507s] - Credit Union Landscape in 2030: Consolidation & Automation29:31 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=1771s] - Voice AI & Hyperpersonalization in Member Service33:39 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=2019s] - Strategic AI Use: Computer Vision & Fraud Detection35:47 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=2147s] - IVR vs. Modern Voice AI: A Paradigm Shift39:08 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=2348s] - AI Readiness Workshop for CU Leaders42:53 [https://www.youtube.com/watch?v=g0ZF8CsN43M&t=2573s] - Future Collaboration & CIO Network Introductions50:25 - Voice AI in India & Multilingual Challenges