In this episode of The Eltropy Exchange, Michael Pupil sits down with Matt Fehrmann, Chief Information Officer at Kohler Credit Union, for a candid conversation about the forces driving digital change in community financial institutions (CFIs). Drawing on his two decades of experience across manufacturing (including implementing complex ERP systems like SAP) and banking, Matt offers a unique, technology-forward perspective on innovation, member service, and competitive strategy.

Matt discusses the critical crossroads for credit unions: how to relentlessly innovate and embrace digital speed—the “innovate or die” reality—while still preserving the high-touch, human connection that defines the credit union movement. He emphasizes the need to meet members in their channel of choice, referencing his own experience of buying a car entirely through text. The discussion also covers the challenge of competing for deposits against non-financial players like Starbucks and Walmart, the importance of mission-driven growth and community involvement, and the need for leaders to look beyond local competitors to the world of Big Tech and FinTech. This episode offers a clear call to action for leaders to think like a technology company, personalize the member journey, and embrace a “talk to me like a buddy” mentality to build deeper loyalty.