The CUInsight Network

“The credit unions that will stand out are going to be the ones that use technology to make the human experience better.” - Katie Stone

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guests on today’s show are Katie Stone and Dave Drouin of PixelSpoke. Katie is the CEO and co-owner while Dave is the President and co-owner, and they were both on the show two years ago when we talked about credit union websites. This time, however, I wanted to take that conversation a step further: What can a credit union website communicate about who you are beyond your products and services? Katie and Dave make a compelling case that a website should be much more than a place to check rates, apply for a loan, or open an account. It should be one of the clearest expressions of your brand and a place where members and prospective members can get a sense of your people, your community, your values, and what makes your credit union different.

Throughout our conversation, the three of us talk about the balance between conversion and connection, including some surprisingly simple ways that credit unions can make their websites more relevant and distinctive. Dave shares some examples from PixelSpoke clients that show how things such as localized imagery, member photography, community landmarks, and flexible homepage content can make a meaningful difference without requiring a massive redesign, and, of course, we talk about AI. As more of the internet becomes automated and AI-generated, Katie explains why being genuinely human may become even more important, and we discuss how credit unions can use AI as a tool without allowing their content to lose the stories, expertise, and community knowledge that make them unique.

As we wrap up the episode, Katie and Dave look ahead to the future and share their thoughts on finding the right balance between technology and the human side of financial services. Technology isn't going away, and credit unions can't afford to fall behind, but there are important questions to ask about how it's used and who it ultimately serves. We ultimately close with a simple challenge: Take a fresh look at your website and ask yourself whether someone would recognize your credit union if the logo and product names were removed. If the answer is no, then Katie and Dave have some ideas about where to start. Enjoy my conversation with Katie Stone and Dave Dourin!

Connect with Katie & Dave:
Katie Stone, CEO & co-owner of PixelSpoke
Dave Drouin, President & co-owner of PixelSpoke
pixelspoke.coop
Katie: LinkedIn | Email
Dave: LinkedIn | Email
PixelSpoke: LinkedIn | Facebook | Instagram | YouTube

Show notes from this episode:
Previous episode mentioned: Credit union websites - PixelSpoke
Podcast mentioned: The Remarkable Credit Union Podcast
Shout-out: Google
Shout-out: Mirastar Federal Credit Union
Shout-out: EastRise Credit Union
Place mentioned: Vermont
Shout-out: Point West Credit Union
Shout-out: Abilene Teachers Federal Credit Union
Shout-out: Lego

In this episode:
[1:05] - Katie and Dan discuss how credit union websites should build trust by showcasing their unique values, relationships, and commitment to their communities.
[4:40] - Dave argues that credit unions can differentiate themselves by tailoring website content and tools that recognize the needs of their communities.
[6:12] - AI can help improve efficiency, but authentic, human-centered content still gives credit unions a meaningful advantage.
[9:28] - Dave points out that local imagery and flexible website content offer simple ways to better reflect and engage with communities.
[12:20] - Successful digital experiences combine technology with human qualities that define credit unions. 
[14:12] - It’s important for credit unions to thoughtfully adopt technology while preserving their values and commitment to members. 
[16:03] - In closing, credit unions should embrace their unique identity while continually refocusing on those they serve.

“Stop pretending you can prevent every attack. You will be attacked.” – David Ralstin

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is David Ralstin, VP and Chief Information Security Officer at Allied Solutions. He joins me to discuss cybersecurity threats which are moving faster than ever. Having a disaster recovery policy sitting on a shelf isn’t enough, and David discusses what credit unions can do to help ensure that they’re prepared for that moment when something goes wrong.

Throughout our conversation, we look at how organizations can validate their recovery capabilities beyond a written plan or an annual tabletop exercise, with David explaining why continuous monitoring is so important and how measuring mean time to detect can provide a better picture of an organization’s preparedness, especially as AI-enabled attacks accelerate the timeline from reconnaissance to attack from weeks to hours or even minutes. We also discuss third-party and fourth-party risk, including why operational transparency and consistent communication are so incredibly important when a vendor experiences an incident.

From there, we dig into the limitations of relying too heavily on compliance and annual SOC audits when security risks are constantly changing. One of the biggest takeaways, though, is the importance of having an incident command structure in place before a crisis happens, and David shares why organizations need clear communication channels, predetermined decision-making authority, and even an out-of-band way to communicate if their usual systems have been compromised, and yes, the idea of attackers monitoring the very channels defenders are using to respond is just as scary as it sounds!

As we wrap up the conversation, David reminds us that even setting aside an hour to think through “what if?” scenarios can make a real difference. After all, we don’t have to predict every possible attack, but we can make thoughtful decisions before we’re forced to make them in the middle of a firefight. He highlights the fact that organizations should define incident-response authority in advance so that critical decisions aren't delayed until a crisis is already taking place. It's so important to have a clear decision-making “script” or plan in place as it prevents anxiety and chaos from slowing the response. Enjoy my conversation with David Ralstin!

Find the full show notes on cuinsight.com.

Connect with David:
David Ralstin, VP and Chief Information Security Officer at Allied Solutions
alliedsolutions.net
David: LinkedIn
Allied Solutions: LinkedIn | Facebook

Show notes from this episode:
Shout-out: Microsoft Teams
Shout-out: Slack
Shout-out: Jira

In this episode:
[1:03] - David explains how disaster recovery requires continuously validating operations rather than only relying on point-in-time assessments.
[2:28] - Hear why effective detection capabilities are crucial for identifying and responding quickly to increasingly inevitable attacks.
[4:22] - AI-enabled attacks can turn weeks of reconnaissance into just hours or even minutes, making transparency all the more important.
[6:37] - David reminds us that while compliance is important, continuous validation is needed to keep pace with rapidly changing security risks.
[8:25] - Hear how incident command structures clarify communication and decision-making responsibilities before a crisis gets even worse.
[11:39] - Developing plans before incidents occur creates a more effective and defensible response when crises arise!

"The collaborative and information-sharing culture within the credit union space has been very enlightening and inspiring to me." - Doug Farry

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is Doug Farry, SVP of CU Student Choice and Director of the Employer Choice Platform. He joins me for this conversation to talk about how the workplace could become one of the most meaningful places for credit unions to build relationships with members again. We talk about how Employer Choice is bringing credit union services directly into an employee’s benefits ecosystem and why that could make a real difference for people who are living paycheck to paycheck. Doug explains why the platform started with a no-credit-check small-dollar loan designed to help employees handle the kinds of unexpected expenses that can quickly become financial crises, from car repairs and medical deductibles to home repairs, and we discuss how payroll-connected repayment changes the equation, why this approach is different from early wage access, and how credit unions can still practice responsible underwriting without relying on a traditional credit score.

Throughout our conversation, we take a step back and look at the history behind the idea. Credit unions were originally built around relationships between employers and employees, and Doug sees Employer Choice as a chance to reconnect with that part of the movement’s roots, while creating new ways to serve people who may not have many good financial options. The possibilities even go beyond emergency lending, and Doug shares how the platform could eventually support payroll-deposited savings, direct deposit incentives, and other services that help employees build a stronger financial foundation rather than simply solve the crisis in front of them.

As we wrap up the episode, we also get to know Doug outside of his work. He discusses his appreciation for a good bottle of bourbon, two cities that he loves to visit, the book that made a lasting impression on him, and why he has to deliberately schedule time with his family. Most of all, though, Doug shares what has surprised and inspired him about the credit union movement: its willingness to collaborate, share ideas, and learn from one another. Enjoy my conversation with Doug Farry!

Connect with Doug:
Doug Farry, SVP of CU Student Choice and Director of the Employer Choice Platform
creditunions.studentchoice.org
employerchoice.org
Doug: LinkedIn
CU Student Choice: LinkedIn | Facebook | X | Email

Show notes from this episode:
Shout-out: NASA
Shout-out: MetLife
Shout-out: UnitedHealthcare
Shout-out: FICO
Shout-out: Medicare
Shout-out: Social Security
Shout-out: Pew Research Center
Shout-out: Bank of America
Shout-out: Wells Fargo
Shout-out: Doug’s first boss
Shout-out: Randall Smith
Place mentioned: New Orleans, LA
Place mentioned: Prague, Czech Republic
Event mentioned: World War II
Shout-out: Mardi Gras
Shout-out: Jazzfest
Book mentioned: Madame Bovary by Gustave Flaubert
Shout-out: Edith Wharton
Book mentioned: Atlas Shrugged by Ayn Rand

In this episode:
[0:52] - Doug reveals that there was a time when he wanted to be a mission control operator for NASA.
[2:20] - Hear how Doug’s varied career led him to develop Employer Choice with CU Student Choice.
[4:33] - Doug explains how Employer Choice connects credit unions with employers, integrating financial services into employees’ existing benefits platforms.
[6:39] - We learn how payroll integration leads to more efficient credit union services, beginning with small-dollar loans repaid via deductions.
[8:19] - Employer Choice helps financially struggling employees access responsible small-dollar loans.
[11:42] - Doug explains how payroll data enables instant eligibility verification and automated loan repayment regardless of an employee’s credit score.
[14:37] - Unlike early wage access, Employer Choice offers larger loans repaid gradually via payroll deductions.
[17:35] - Though credit scores aren’t required, Employer Choice still underwrites both employers and employees through alternative criteria.
[19:10] - Doug explains how credit unions can customize underwriting rules based on employer stability, circumstances, and repayment capacity.
[21:57] - Credit unions historically served employer groups, although many eventually became more community-based.
[23:19] - We learn how Employer Choice reconnects credit unions with employers while expanding services such as payroll savings and emergency funds.
[25:43] - Credit unions can help encourage direct deposits, helping to strengthen relationships with employers and employees with integrated benefits.
[27:09] - What is Doug’s focus for the road ahead?
[29:28] - Doug credits his first boss at his first job as having been a great leader.
[31:48] - Hear what Doug loves about New Orleans.
[34:27] - Doug prioritizes family by deliberately scheduling dedicated time.
[35:24] - Doug expresses that he values the credit union industry’s collaborative culture and welcomes ideas for expanding services.

“Taking their ground game and putting it online is where credit unions have a lot of room to win against banks and fintechs.” – John McKusick

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is John McKusick, CEO of NextLeft. He joins me for this episode to discuss what it takes for credit unions to stand out in a world where most people begin their search online. He shares how his path to leading a digital marketing agency is anything but conventional because he originally dreamed of becoming a professional surfer, discovered a love for computers and design, and eventually built one of the country’s largest independent digital marketing firms. Along the way, he became increasingly interested in using marketing to provide genuine value rather than simply chasing clicks, and today, that philosophy shapes NextLeft’s work with credit unions!

Throughout our conversation, John and I discuss why credit unions have a significant advantage that banks and fintechs can’t easily replicate: their local relationships and community presence, and we talk about how bringing that “ground game” online via hyper-local digital strategies can help credit unions become more visible to the people they’re trying to serve. We look at the credit union website in a different way—as the organization’s main branch rather than simply a digital brochure, with John explaining how websites can better serve existing members while also addressing the questions and concerns that keep potential new members from joining. We also get into data and AI, including how credit unions can use search data to understand what matters to their communities without sacrificing the human connection that makes them distinctive.

As we wrap up the conversation, John shares what’s ahead for NextLeft, including the development of DuckDive AI and its effort to connect marketing and operational data, and, of course, we have fun with some rapidfire questions and talk surfing destinations, entrepreneurship, leadership, and finding a healthy relationship between work and life. John also leaves us with a challenge that I believe is worth hearing: credit unions have what it takes to win, and now they need to show people why. Enjoy my conversation with John McKusick!

Connect with John:
John McKusick, CEO of NextLeft
nextleft.com
John: LinkedIn
NextLeft: LinkedIn

Show notes from this episode:
Place mentioned: San Diego, CA
Shout-out: Netflix
Shout-out: Discount Nutrition Store
Shout-out: Gear Interactive
Shout-out: universities.com
Shout-out: Home Bay
Shout-out: DuckDive AI
Shout-out: John’s mom
Shout-out: John’s sister
Place mentioned: Nicaragua
Place mentioned: The Maldives
Place mentioned: Mexico
Place mentioned: Wilmington, NC
Place mentioned: Texas
Place mentioned: Orlando, FL
Book mentioned: Shoe Dog: A Memoir by the Creator of Nike by Phil Knight
Shout-out: Nike
Shout-out: Michael Jordan

In this episode:
[0:51] - John reveals that he loves swimming and originally had hoped to be a professional surfer.
[2:48] - John reflects on having built a successful digital marketing career, ultimately having founded NextLeft to deliver more valuable, effective agency work.
[4:34] - NextLeft helps credit unions increase online visibility by turning their local community presence into a digital advantage.
[6:46] - John asserts that credit union websites should seamlessly serve existing members while removing barriers for new members.
[9:40] - Search data and AI help credit unions understand community needs and uncover valuable marketing opportunities.
[11:08] - Looking ahead to the future, John discusses DuckDive AI and how it connects marketing and operational data.
[13:12] - We discover why John looks up to his mom.
[14:13] - John reveals some of his favorite surfing destinations as well as favorite places to travel for work.
[16:06] - John recommends the book Shoe Dog.
[16:54] - John believes that there doesn’t always need to be a separation between your personal life and your work life.
[18:22] - John urges credit unions to embrace their strengths, increase online visibility, and show people how they can win.

“Find or do something in your career that you enjoy, and this will help bring passion to what you do every day.” - Marlene Juarez

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is Marlene Juarez, Vice President of Professional Services & Training at Origence. She joins me in this episode for a conversation about technology, lending, leadership, and the experiences that shape a career in the credit union movement. Tune in as Marlene reflects on how her path to her current role certainly wasn’t a straight line. She shares how she started out in finance, where working in lending and collections taught her some valuable lessons about understanding borrowers. From there, she moved into the credit union world, eventually becoming a vice president before stepping back to spend more time with her growing family. That decision ultimately led her to Origence, where she has now spent more than two decades building expertise across credit unions, dealerships, lending, and technology.

Throughout our conversation, Marlene and I discuss what makes Origence different from a traditional technology vendor, including its CUSO structure and deep connection to the credit union community. Marlene also shares why “Go Live” shouldn’t be viewed as the finish line for a technology implementation but rather as the beginning of something that needs to evolve alongside a credit union’s goals, members, and compliance requirements.

We also talk a bit about AI, with Marlene making a truly compelling case for starting with something much less flashy: clean data, and we talk about what practical, useful AI should actually accomplish in lending as well as why reducing friction and producing meaningful results matters more than chasing the biggest promises.

As we wrap up the conversation, we get into developing the next generation of leaders, the importance of mentorship, and the value of listening to new ideas, and, of course, Marlene undergoes our usual round of rapid-fire questions as we get to find out about her favorite way to splurge, her favorite book, her approach to work-life balance, what she looks for when traveling to a new city, and more! Enjoy my conversation with Marlene Juarez!

Find the full show notes on cuinsight.com.

Connect with Marlene:
Marlene Juarez, Vice President of Professional Services & Training at Origence
origence.com
Marlene: LinkedIn
Origence: LinkedIn | Facebook | X

Show notes from this episode:
Place mentioned: California
Shout-out: CUDL
Shout-out: Marlene’s first manager
Book mentioned: Year of Yes by Shonda Rhimes
TV series mentioned: Grey’s Anatomy
TV series mentioned: Scandal
Place mentioned: Hawaii

In this episode:
[0:52] - Hear how an exchange-student experience sparked Marlene’s love of travel and inspired her international-relations ambitions.
[1:37] - Marlene reflects on how her career evolved from lending and credit unions to leading teams and supporting Origence’s national partners.
[4:54] - As a CUSO rooted in credit unions, Origence understands their needs and evolves alongside them.
[6:57] - Clean data enables effective AI, while young leaders bring fresh technological perspectives worth embracing.
[8:25] - What is Marlene’s focus for the road ahead?
[11:08] - Marlene credits her first manager as having been an effective leader.
[12:42] - Marlene reflects on what she loves about the book Year of Yes and also its author Shonda Rhimes.
[14:03] - Working across time zones makes balance difficult, so Marlene unwinds with exercise, music, audiobooks, and puzzles.
[15:01] - Marlene encourages others to pursue work that they enjoy, believing that passion makes careers more fulfilling.

“You have to really understand yourself before you can be a leader of others.” – Deedee Myers

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is returning guest Deedee Myers, CEO of DDJ Myers. She joins me for this episode for a conversation about what it takes for credit unions to keep moving forward. We have previously talked about the future of credit union leadership, and this time, we’re building on that discussion with a closer look at the people and practices that can make a real difference. We kick things off with the boardroom, with Deedee sharing why a high-performing board can become a genuine competitive advantage and why a status-quo mindset can have the opposite effect. The two of us discuss what separates boards that are actively shaping their organizations from those which have become too comfortable, including the importance of preparation, meaningful conversations, accountability and keeping pace with a changing industry.

Throughout our conversation, we discuss technology, generational change, and the evolving role of HR, with Deedee explaining why board members need broader experiences with the technology and services their members use as well as why HR has an increasingly important seat at the planning table. Deedee also gives us a look at what’s ahead for DDJ Myers and its expanding relationship with ALM First, including a more integrated approach to supporting credit unions from the balance sheet to the boardroom.

As we wrap up the conversation, we have a little fun and so something a little unusual. Deedee's son Bryce Myers-Haeussler joins us for our rapid-fire questions, sharing his own career plans, favorite ways to recharge and some exciting personal milestones, and we finally wrap up with a reminder from DeeDee to recognize our own mastery, keep growing into it and help others find theirs! I hope that you enjoy this conversation with Deedee Myers!

Connect with Deedee:
Deedee Myers, CEO at DDJ Myers, Ltd.
ddjmyers.com
Deedee: LinkedIn
DDJ Meyers, Ltd.: LinkedIn

Show notes from this episode:
Shout-out: Zoom
Shout-out: IPad
Shout-out: America’s Credit Unions Council
Shout-out: Peter Myers
Shout-out: ALM First
Shout-out: Bryce Myers-Haeussler
Book mentioned: The Science of Scaling: Grow Your Business Bigger and Faster Than You Think Possible by Dr. Benjamin Hardy & Blake Erickson
Shout-out: OnPath Federal Credit Union
Book mentioned: The Gray Man Series by Mark Greaney
Shout-out: Bryce’s brother Scott
Shout-out: Eagle Scout
Shout-out: Deedee’s mom
Shout-out: Grant Thornton

Previous guests mentioned in this episode: Deedee Myers

In this episode:
[1:09] - Deedee explains how high-performing boards drive strategic decisions, strengthen competitiveness, and avoid preserving the status quo.
[4:54] - It's so important for boards to embrace technology, clarify their responsibilities, and evolve from oversight to strategic leadership.
[7:26] - Hear how strategic HR aligns people, culture, and leadership with business priorities via workforce planning and development.
[10:35] - A future-focused strategy integrates services while strengthening leadership, governance, talent, and measurable outcomes.
[13:27] - Welcome Deedee’s son Bryce to the show!
[14:28] - Hear what Deedee loves about the book The Science of Scaling.
[14:58] - Bryce loves the Gray Man series of fictional books.
[16:49] - Bryce reveals that he learned from his mom to start, persevere, and simply get the job done.
[17:38] - Effective leadership begins with self-awareness, requiring us to understand and accept ourselves before influencing others.
[18:27] - Deedee and Bryce share what they’re looking forward to in the near future.
[20:29] - Deedee encourages listeners to keep living into their mastery and to help others find theirs.

“AI companies have incredible convenience and are working on trust. Credit unions have trust and are working on convenience. The only question is who gets there first.” – Siva Narendra

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is Siva Narendra, CEO and Co-Founder of Tyfone who returns to the podcast after having previously been featured in episode 100. This time, he joins me to discuss how AI is changing financial services at an alarming rate and what that means for credit unions. Tune in as Siva shares why he believes trust remains credit unions' greatest advantage but also explains why that advantage won't last forever unless institutions rethink how they approach it. We talk about why simply adding AI-powered features isn't enough, how credit unions can remain central to members' financial lives, and why the race between trust and convenience is accelerating faster than many people even realize.

Throughout our conversation, Siva and I also explore why he regards lending as one of the strongest long-term opportunities in the AI era, the growing importance of identity verification, and the security challenges that come with increasingly sophisticated AI tools. Along the way, he offers some practical insights into how Tyfone is building technology designed to help credit unions embrace innovation without compromising the relationships that have always set them apart.

As we wrap up the conversation, Siva discusses the inventor who inspires him most, the surprisingly indispensable purchase that's become part of his daily routine, the podcasts he relies on to stay informed, and why gardening (and a daily commute with his wife) continues to help him maintain balance outside of work. Enjoy this conversation with Siva Narendra!

Connect with Siva:
Siva Narendra, CEO and Co-Founder of Tyfone
tyfone.com
Siva: LinkedIn
Tyfone: LinkedIn | Facebook | Instagram | YouTube | Spotify (DIgital Panking Podcast) | X

Show notes from this episode:
Shout-out: AT&T
Shout-out: Verizon
Shout-out: Netflix
Topic mentioned: Omnichannel
Shout-out: ChatGPT
Shout-out: Apple
Shout-out: Abraham Lincoln
Shout-out: Keurig
Podcast mentioned: Planet Money
Podcast mentioned: The Indicator from Planet Money
Shout-out: Greg Michlig
Topic mentioned: The Holocaust
Shout-out: Siva’s in-laws
Shout-out: Siva’s wife

Previous guests mentioned in this episode: Siva G. Narendra (episode #100)

In this episode:
[1:17] - Hear how digital banking is Tyfone’s foundation for continuous innovation!
[2:56] - Siva argues that credit unions need to close the personalization gap while holding onto their advantage in member trust.
[5:58] - Siva explains how SDK-based customization can leave institutions isolated, while frontier AI offers more personalized financial insights.
[8:10] - Generative AI requires strong authentication, data controls, observability, and guardrails to remain secure and relevant!
[11:10] - Hear how lending still gives financial institutions an edge because of regulation, risk, institutional knowledge, and physical branches.
[14:41] - As AI makes identities easier to fake, verifying people in person becomes more important than ever.
[16:25] - Hear how Tyfone is working on authentication to help maintain trust as AI makes fraud easier.
[18:22] - Hear why Siva admires Abraham Lincoln.
[18:52] - Siva reveals what he loves about his Keurig coffee machine.
[19:44] - Find out what podcasts Siva loves.
[21:49] - Siva reminds us that physical branches, underwriting judgment, and loan officers remain irreplaceable assets that AI can't replicate.

“Trust is something that can only be built by consistently doing the right thing over an extended period of time.” - Jeremy DeBruin

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is Jeremy DeBruin, Senior Area Vice President at Gallagher. Jeremy's story perfectly captures what sets the credit union market apart, and he shares how growing up in a blue-collar family shaped his outlook on work, leadership, and service—and why a pivotal moment from his childhood gave him an appreciation for a people-first philosophy. We discuss Jeremy's path into executive benefits, and the role Gallagher plays in helping credit unions hold onto exceptional leaders while remaining accountable long after a plan is put into place. Jeremy explains why his team is committed to providing guidance, administrative support, and follow-through for decades, ensuring credit unions have a trusted partner throughout the life of every plan!

Throughout our conversation, we spend time discussing what the strongest organizations are doing to prepare for the future, from succession planning and attracting younger leadership to building cultures that encourage talented people to stay and grow. Jeremy offers some thoughtful insights into how trust is earned, why patience often leads to better decisions than chasing the latest trend, and how an entire team working behind the scenes helps deliver the consistency clients depend on year after year.

As we wrap up the episode, Jeremy undergoes the usual round of rapid-fire questions, and he shares the leadership lessons that he learned from his father and longtime mentor Rich Brock. He also shares his fascination with mechanical watches, his favorite places to travel, the books that help keep his priorities in perspective, and why he remains deeply grateful to spend his career serving credit unions. Enjoy my conversation with Jeremy DeBruin!

Connect with Jeremy:
Jeremy DeBruin, Senior Area Vice President at Gallagher
ajg.com
Jeremy: LinkedIn
Gallagher: LinkedIn | Instagram | Facebook | X | YouTube

Show notes from this episode:
Shout-out: Oakland Athletics
Shout-out: New York Stock Exchange
Shout-out: Jeremy’s parents
Shout-out: Campbell’s Soup
Shout-out: Dave Ramsey
Shout-out: Bank of America
Place mentioned: Sacramento, CA
Place mentioned: New York City, NY
Shout-out: Rich Brock
Shout-out: Apple
Place mentioned: Anchorage, AK
Shout-out: Home Depot
Book mentioned: Tuesdays with Morrie by Mitch Albom
Book mentioned: Have a Little Faith by Mitch Albom
Book mentioned: For One More Day by Mitch Albom
Shout-out: Jeremy’s wife
Shout-out: Jeremy’s kids
Shout-out: Mother Teresa

In this episode:
[0:51] - Jeremy reflects on how his childhood fascination with the stock market sparked an early interest in finance.
[2:46] - For Jeremy, watching his parents switch to a credit union inspired a lifelong appreciation for member-focused banking.
[5:08] - Hear how a church mission and college connections led Jeremy to executive benefits and Gallagher.
[7:37] - Gallagher helps credit unions retain leaders via benefits and support.
[9:55] - Jeremy explains that future-ready credit unions prioritize younger boards, succession planning, and cultures which attract emerging leaders.
[11:35] - Jeremy argues that maintaining trust requires consistent integrity, careful recommendations, and lasting client accountability.
[14:05] - Jeremy points out how behind every executive benefit recommendation is a great deal of analytical work from an unseen support team.
[16:30] - Gallagher prioritizes long-term administrative support for executive benefit plans lasting even decades after implementation.
[18:47] - Learn why Jeremy looks up to his dad as a leader.
[22:12] - Jeremy is enthusiastic about his love for mechanical watches.
[23:11] - Jeremy reflects on how a hometown board meeting reminded him that volunteer directors represent ordinary members like his parents.
[26:16] - We discover why Jeremy loves Mitch Albom’s books.
[27:21] - Staying present with family and friends is Jeremy's main strategy for managing work-life balance.
[28:58] - Jeremy remains deeply grateful to support credit unions whose mission positively impacts everyday people.

Consulting and insurance brokerage services to be provided by Gallagher Benefit Services, Inc. and/or its affiliate Gallagher Benefit Services (Canada) Group Inc. Gallagher Benefit Services, Inc., a non-investment firm and subsidiary of Arthur J. Gallagher & Co., is a licensed insurance agency that does business in California as “Gallagher Benefit Services of California Insurance Services” and in Massachusetts as “Gallagher Benefit Insurance Services.”

Securities offered through Osaic Wealth, Inc. member FINRA/SIPC. Osaic Wealth is separately owned and other entities and/or marketing names, products or services referenced here are independent of Osaic Wealth. Neither Osaic Wealth nor their affiliates provide accounting, legal or tax advice.

“The institutions we will see win with AI will be the ones that use it to become more human.” - Laurie Flanders

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is Laurie Flanders, SVP of Client Experience & Growth at Strum Platform. She joins me for this episode to shed light on a common misconception about data: that collecting more of it automatically leads to better member experiences. Laurie challenges that assumption, exploring why data alone isn't enough. Instead, she explains what it takes for credit unions to transform information into meaningful action that delivers real value for members. She reflects on her unconventional career path from studying English to working in banking, risk management, branch operations, and ultimately helping credit unions strengthen relationships with members via technology.

Throughout our conversation, Laurie explains why understanding data matters far more than simply having it and how disconnected systems often prevent institutions from delivering the experiences that members expect. We also discuss Strum Platform's new CRM built specifically for credit unions and why an approach focused on relationships looks very different from the sales-first CRMs that dominate the market. Laurie explains how bringing member information together in one place can help employees serve members more effectively without adding yet another complicated system to their daily workflow.

As we wrap up the conversation, we turn to the timely topic of AI. Laurie makes the case that, rather than replacing employees, AI has the potential to eliminate tedious work, giving people more time to focus on what matters most: building genuine human connections. We discuss how credit unions can embrace emerging technology while staying true to the people-first philosophy that has always set them apart, and, of course, Laurie undergoes our usual round of rapid-fire questions. Enjoy this insightful conversation with Laurie Flanders!

Connect with Laurie:
Laurie Flanders, SVP of Client Experience & Growth at Strum Platform
strumplatform.com
Laurie: LinkedIn
Strum Platform: LinkedIn

Show notes from this episode:
Shout-out: Lee Allen
Shout-out: Laurie’s grandmother
Place mentioned: Scottsdale, AZ
Shout-out: MAC 2026 Conference
Book mentioned: Good to Great: Why Some Companies Make the Leap...And Others Don't by Jim Collins
Shout-out: Laurie’s children

In this episode:
[1:02] - We learn that Laurie originally wanted to be a middle school English teacher.
[2:00] - Laurie traces her journey from banking compliance to helping credit unions use member data.
[5:59] - Laurie reveals how Strum Platform unifies member data to deliver more personalized financial guidance.
[8:11] - Data creates value only when connected, understood, and turned into meaningful action.
[11:02] - Strum Platform's CRM gives every employee a unified view in order to strengthen member relationships.
[14:29] - Integrated systems improve personalized member service by keeping everyone on the same page.
[16:23] - AI should ultimately empower employees by strengthening human relationships, not replacing them.
[18:53] - Strum Platform will keep investing in AI, innovation, and partnerships to help credit unions thrive.
[21:00] - Laurie cites her grandmother as a perfect example of an effective leader.
[24:25] - Learn why Laurie recommends the book Good to Great.
[25:31] - Laurie prioritizes being fully present for both her family and her career in order to maintain balance.
[26:44] - Laurie argues that credit unions should use technology and data to strengthen relationships and guide future growth.

“We want to lead with education. We want to lead with useful information.” - Buck Austin

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is Buck Austin, Senior Content Marketing Manager at InvestiFi. He joins me to talk about investing and how it can feel intimidating for people who assume they need a lot of money or years of financial expertise before getting started. He shares how credit unions can help change that perception by putting education ahead of the sales pitch. He shares his path from journalism and sports reporting to financial counseling during the 2008 financial crisis, where he worked directly with people facing difficult financial moments. We learn how that experience shaped his belief that meaningful financial education can build confidence, reduce fear, and help people make informed decisions long before they open an investment account.

During our conversation, we explore how InvestiFi is working with credit unions to make investing feel more approachable, with Buck explaining why educational resources, fractional investing, and low minimum investment amounts can encourage first-time investors to take those important first steps without feeling overwhelmed. We also discuss why younger consumers are often caught between social media advice and trustworthy guidance and how credit unions are uniquely positioned to become a reliable source of investing education.

As we wrap up the episode, Buck shares what he's learned about leadership from a mentor who made every employee feel seen, why ongoing engagement matters more than one-time educational experiences, and how InvestiFi is creating opportunities for members to ask questions instead of simply consuming information. We also go through the show's usual round of rapid-fire questions, with Buck reflecting on his love of jazz records, favorite travel destinations, and the importance of stepping away from your desk to recharge. I hope that you enjoy my conversation with Buck Austin!

Connect with Kamila:
Buck Austin, Senior Content Marketing Manager at InvestiFi
investifi.co
Buck: LinkedIn
InvestiFi: LinkedIn

Show notes from this episode:
Shout-out: BCU
Shout-out: Mike Valentine
Shout-out: The National Credit Union Foundation
Shout-out: Christopher Morris
Shout-out: Instagram
Place mentioned: Hawaii
Place mentioned: New Orleans, LA
Place mentioned: Chicago, IL
Place mentioned: Detroit, MI
Place mentioned: Cleveland, OH
Book mentioned: The Boy Who Harnessed the Wind by William Kamkwamba & Bryan Mealer
Place mentioned: Africa

In this episode:
[0:54] - Buck loved sports growing up and wanted to be a sports writer or announcer.
[1:52] - Buck reflects on his financial wellness career helping people overcome financial hardship via education and investing.
[4:18] - Hear how InvestiFi combines investing, education, and banking to simplify financial management for credit union members.
[6:25] - Education-first investing helps credit unions build trust, deepen relationships, and attract younger members.
[9:43] - Buck argues that fractional investing and beginner-friendly guidance make investing more accessible and less intimidating.
[12:32] - Credit unions can attract young investors by offering trusted financial services and education.
[15:10] - Buck highlights the importance of ongoing, interactive financial education to build confidence and long-term member engagement.
[17:52] - Hear why Buck credits Mike Valentine as a great leader.
[20:43] - Buck enthuses about his love for vinyl records.
[22:31] - Collecting and discovering vinyl creates connections to music, even in the digital age.
[24:35] - Buck discusses his favorite cities, praising Detroit and hoping to visit Hawaii and New Orleans.
[26:56] - Buck explains why he loves the book The Boy Who Harnessed the Wind.
[28:23] - Changing environments and spending time outdoors helps Buck stay balanced while working remotely.
[30:08] - InvestiFi, as Buck explains, welcomes collaboration with credit unions to grow member engagement and improve its platform!