Episode 27 of Banking Reinvented explores how WSECU, a US-based credit union, is delivering more personalized member experiences by adopting a digital-plus approach.

In this episode, host Tim Rutten sits down with Ryan Brooks, Chief Digital Officer at WSECU, to discuss how the credit union balances human and digital services to meet evolving member expectations – with the help of Backbase’s Engagement Banking Platform. They also examine the challenges of managing change, integrating AI, and fostering agile innovation within banks.

Tune in to learn how combining digital banking platforms with personalized human support and AI-driven insights can help credit unions create tailored, member-first experiences.

Curious to find out more about customer-centric banking? Follow us on LinkedIn:

-> Backbase

-> Tim Rutten

-> Ryan Brooks

Step into the future of finance -> Check out our content hub

(00:00) - Welcome to the ‘Banking Reinvented’ podcast

(03:00) - HSBC’s move into point-of-sale financing

(06:19) - Changing member expectations

(10:59) - Balancing digital experiences with a human touch

(14:18) - How WSECU transitioned to faster, member-centric digital lending

(17:24) - Blending build-vs-buy approaches

(19:46) - Lessons learnt as an early adopter

(24:52) - The opportunities that AI creates for credit unions

(28:37) - “Digital plus” approach for holistic member experiences

(30:58) - Key takeaways from WSECU’s six-year transformation journey

(31:30) - Episode wrap-up