Money20/20 gave us plenty to talk about. At our wrap-up session, we brought credit union leaders together to compare notes and talk through what these ideas could mean for their members.
Filene’s Christie Kimbell led the conversation, with McKaye Black joining Gaurav Bhatia of Langley Federal Credit Union and Gregg Tushaus of Corporate Central Credit Union. Together with participants, they explored everything from working together on technology to keeping members loyal as AI changes how they shop for financial products.
Four ideas to take back
- Work together to go further. Shared testing, platforms, and partnerships can help credit unions make more of their resources. Participants wanted more chances to connect before Money20/20, compare notes during it and keep learning together afterward.
- Start with what members need. Technology is only part of the answer. Helping someone buy a car, manage a family member’s finances, or begin investing gives members a reason to turn to their credit union.
- Know where AI is already at work. Take stock of the tools in use, including features built into vendor systems. Ask who is responsible, what member information each tool can access and how it works with other systems.
- Give members reasons to keep choosing you. As AI changes how people compare financial products, being found matters. So does helping members see and use the benefits their credit union provides.
Bring one idea to your next team meeting.
You don’t have to act on everything at once. Our two-page recap includes examples from the discussion, a look at how credit unions are testing AI and four questions to help your team choose where to start.
—LH
