Our April guest is Ryan Cash, Chief Experience Officer at Bay Federal Credit Union in beautiful Santa Cruz California. With over two decades of industry experience at the intersection of lending, operations, and member experience Ryan has played a key role in evolving how the organization serves its members in an increasingly digital world. He talks about his role, which is relatively new in the industry, and the responsibility he has to deliver on the promises made to Bay FCU's members. Ryan shares his thoughts about the looming death of branches, or lack thereof, and how member engagement requirements have increased in ways that often include branches. High-tech has become high-touch in banking, leading to critical new processes and technologies at Bay FCU. Interesting insights abound in our conversation with Ryan - listen in!

Interviewers: Shonna Shearson and Nate Burns

Producers: Ryan Kane and Steve Schmidle

Supporting cast: Robert York, Jeff Morris, Ryan Olsen, and James Wileman