The CUInsight Network

“We have the opportunity to level the playing field by taking advantage of resources.” - Carl Robinson

Thank you for tuning in to episode 17 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. 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 today is Carl Robinson, SVP of Payments at Alacriti. In this episode, Carl shares insights on how to use tech to the fullest in the shifting market of payments and cloud optimization. We chat about his career journey, his personal experiences with automation, and the importance of understanding digital strategy to enhance the user experience. 

Members are now accustomed to speed, real-time service, and “instant gratification” with many digital services. The speed of money movement and payments are what members view as excellent service. Carl explains how cost-effective iteration can help credit unions leverage technology and increase the quality of operations and member experience without needing to start from scratch.

Carl encourages credit union teams to start finding new solutions by experimenting with tech approaches that increase real time services and speed. Incorporating these elements can help credit unions jump ahead in the financial services industry while mitigating risk. He also shares resources credit unions use to get started. 

During our rapid fire questions, we learn that Carl has been interested in the world of payments for many years but wanted to be a racecar driver growing up. He shares that his calendar is rarely empty and that he enjoys spending his time with his children. Listen in as Carl walks us through his favorite books to read and who he thinks of when he hears the word “success.” Enjoy my conversation with Carl Robinson! 

Find the full show notes on cuinsight.com.

Connect with Carl:
Carl Robinson, Senior Vice President of Payments at Alacriti
[email protected]
www.alacriti.com
LinkedIn | Twitter | Instagram | Facebook

“Put technology in place to change the game!” - Jamie Cosgrove

Thank you for tuning in to episode 16 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. 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 today is Jamie Cosgrove, VP of Financial Services at Podium. In this episode, we chat about Jamie’s career journey and how his team has helped credit unions navigate through new technology. Jamie shares ways to best attract members using search engine optimization and tips to improve communication. 

We start the show discussing Podium’s goal to help credit unions become more successful by creating better digital financial interactions. Jamie shares that 80% of buying options start with a search engine and improving where a credit union lands in that search can drive potential members to their “digital doorstep.” Although credit unions cannot make every process digital, Jamie believes that using digital communication with members on the channels they most regularly use, like text messaging, will enhance the member experience while fulfilling their immediate needs. 

As we move through the conversation, Jamie shares that credit unions have the biggest advantage right now in the financial services market. He believes that the industry has positioned itself to be nimble amongst the competition. We chat about trends that Jamie and his team have seen and how leaders can utilize what they have to maintain this advantage. Jamie also discusses the transfer of wealth opportunities and the importance of creating personalized experiences for members. 

During our rapid fire questions we learn that Jamie had a passion for politics before joining the credit union movement. We also find out some of his favorite pastimes and where he can be found outside of the office. Tune in to hear what Jamie is listening to and who he thinks of when he hears the word “success.” Enjoy my conversation with Jamie Cosgrove! 

Find the full show notes on cuinsight.com.

Connect with Jamie:
Jamie Cosgrove, VP of Financial Services at Podium
[email protected]
www.podium.com
Twitter | LinkedIn | Instagram | Facebook

“Progress over perfection. Don’t wait for perfection.” John Janclaes

Thank you for tuning in to episode 15 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. 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 today is John Janclaes, President of Nymbus CUSO. John shares his career journey, how leaders can create a culture of growth, and what credit unions can do to stay relevant. He also discusses the challenges and threats facing the industry and what credit unions must focus on to stay ahead of the digital transformation curve. 

As we start the show, John shares that Nymbus helps credit unions thrive by winning new markets of members, enhancing processes, and modernizing technology. He shares how his team navigates success and finds value in discovering unique opportunities. He believes that technological advancement and proper leadership will help credit unions maintain relevance in a saturated financial market. 

John chats about culture and steps leaders can take to embrace growth at all levels. He shares that credit unions have shown great tenacity during the pandemic. John encourages credit unions to evolve to meet the evolving needs of members. . 

During the rapid questions, we learn what John enjoys doing outside of the office and his quarantine purchase that helps him win big on the links! Tune in to hear who John thinks of when hears the “success” and what final tips he has for credit union leaders. Enjoy my conversation with John Janclaes. 

Find the full show notes on cuinsight.com.

Connect with John:
John Janclaes, President of Nymbus CUSO
[email protected]
www.nymbus.com
Twitter | LinkedIn  

“Credit unions have a really good opportunity to be seen as leaders and pioneers in this space.” - Stephen Jones

Thank you for tuning in to episode 14 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. 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 today is Stephen Jones, Senior Director of Cyber Security at Dataprise. We chat about cybersecurity and the importance of a secure infrastructure for credit unions. Stephen shares his career journey, digital safety tips, and what leaders can do right away to enhance their security processes.  

While we push forward and adapt to a new normal, Stephen believes credit unions have done well with pivoting and remaining nimble. He shares that credit unions should focus on being proactive if they are looking to reduce risks. Risk reduction starts with infrastructure. Stephen suggests leaders find ways to automate security monitoring in order to respond promptly to breaches.

As the digital world becomes more and more robust, Stephen shares that our security systems should be ever-evolving as well. Attackers have discovered new ways to find vulnerabilities and compromise online activity, so credit union leaders must transition to a “zero-trust protection” method that ensures safety and mitigates threats.

As we close the show, we learn that Stephen has always wanted to be in the technology field and shares a very interesting story of how he joined the Dataprise team. We also chat about what he enjoys doing outside of the office and who he thinks of when he hears the word “success.” Enjoy my conversation with Stephen Jones!

Find the full show notes on cuinsight.com.

Connect with Stephen:
Stephen Jones, Senior Director of Cyber Security at Dataprise
[email protected]
https://www.dataprise.com
Twitter | LinkedIn | Facebook | Instagram | YouTube 

“It’s no longer an option to move slow.” - Karen McGaughey

Thank you for tuning in to episode 13 of The CUInsight Network, with your host, Randy Smith, Co-founder of CUInsight.com. 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 Karen McGaughey, Principal and VP of Client Services at Strum. We chat about Karen’s journey from communications and psychology to the credit union industry and leadership lessons she’s learned along the way. She shares with us how those fields of study play a major part in her work with Strum and their efforts to help credit unions enhance their marketing, branding, and data analytics. 

We start the episode discussing the quick pivots and shifts credit unions have had to make over the last year. Karen shares the importance of having a dedicated team with an established strategy and ways credit unions can team up with agencies to enhance internal processes like data analysis. Karen believes the ultimate goal is to move from a product-centric focus to a more member-centric focus and that credit unions can use data insights to become familiar with the preferences and behavior of their members.

Karen encourages credit unions to focus on strategies that will help the organization know their members better than other competitors. Credit unions can competitively position themselves with storytelling and data insights. Following this approach initiates core strategies that can support credit unions to create a distinctive experience and maintain relevance.

During our rapid fire questions, we learn what Karen enjoys doing outside of the office and her favorite pandemic purchases thus far. As we wrap up the show, Karen shares that properly utilizing insights and technological innovation will allow credit unions to promote brand stories that resonate with members, and create better experiences. Enjoy my conversation with Karen McGaughey!

Find the full show notes on cuinsight.com.

Connect with Karen:
Karen McGaughey, Principal and VP of Client Services at Strum
https://www.strumagency.com
[email protected]
Twitter | LinkedIn | Facebook | Instagram | YouTube 

“Technology, in general, is really a board and CEO conversation.” - Chris Sachse

Thank you for tuning in to episode 12 of The CUInsight Network, with your host, Randy Smith, Co-founder of CUInsight.com. 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 Chris Sachse, CEO and Co-founder of Think|Stack. Chris shares insights on leveraging cybersecurity and technology to form a better experience for members. We also chat about Chris’s journey to credit unions through trucking and his knowledge of innovation and logistics. 

Think|Stack helps guide credit unions through a digital transformation with a focus on security. Chris explains how credit unions can leverage the technology being implemented and developed by larger web service companies, like Amazon. He believes it is important for leaders to understand new technology and its infrastructure in order to transform operations and protect members. 

Chris chats about the adaptability and agility credit unions need in order to keep up with the demands of the market. He shares examples from the pandemic that required technological pivots and believes that a dependable digital platform must be flexible, nimble, and secure. He also shares actionable steps credit unions can take to improve their cybersecurity including  budgeting and developing a plan. 

As we wrap up our conversation, Chris highlights communication and the value in empowering people to work collaboratively. We learn that Chris loves to golf and spend time with his family outdoors. He believes he was destined to be a CEO, and you would be surprised to find out who he thinks of when he hears the word “success.” Enjoy my conversation with Chris Sachse! 

Find the full show notes on cuinsight.com.

Connect with Chris:
Chris Sachse, CEO and Co-founder of Think|Stack
[email protected]
https://www.thinkstack.co   
Twitter | LinkedIn | Facebook | Instagram

“When you’re in tough times, you really see the leaders rise.” - Matt Good

Thank you for tuning in to episode 11 of The CUInsight Network, with your host, Randy Smith, Co-founder of CUInsight.com. 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 Matt Good, Senior Vice President and General Manager of Elan Advisory Services. We chat about Matt’s journey into the industry and leadership hacks he has learned along the way. Matt shares insights on the transformation of payments over the last year and how credit unions are able to stay competitive as we look forward. 

With new expectations around transactions, Matt shares that credit unions must be responsive and proactive to meet member’s needs. The pandemic forced leaders to engage with the possibility of stepping outside physical payments and transactions. Matt shares that 45% of Americans have transitioned to contactless forms of payment, and he encourages leaders to explore payment options if they haven’t done so already.  

One of the major trends we discuss is the change in rewards programs. Matt walks us through steps credit unions can take to make transactions convenient and beneficial for members. We chat about the shift in reward offerings since the pandemic and all the options available including cash back on streaming services and groceries. Matt believes it is best practice for credit unions to keep communication constant about member rewards and additional benefits. 

As we wrap up our conversation with rapid-fire questions, we learn what Matt enjoys doing outside of the office and what he was like in high school. Matt shares stories of his time working with the Detroit Tigers, and you’ll be surprised to hear who he thinks of when he hears the word “success.” Enjoy my conversation with Matt Good! 

Find the full show notes on cuinsight.com.

Connect with Matt:
Matt Good, Senior Vice President and General Manager of Elan Advisory Services
[email protected]
https://www.elanadvisoryservices.com/index.html 
Twitter | LinkedIn 

Thank you for tuning in to episode 10 of The CUInsight Network, with your host, Randy Smith, Co-founder of CUInsight.com. 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 Cameron Madill, CEO and Co-owner of PixelSpoke. Cameron shares his journey through the credit union industry and the support he and his team offer to the community. We chat about website accessibility and things to consider when building a new digital experience for members.

We start the conversation by discussing ideas around transforming PixelSpoke’s business model to that of a cooperative, similar to credit unions. Cameron also shares the importance of digital social responsibility and how it will help credit unions improve their website marketing strategy. Cameron believes the integration of new technology has a positive impact on members and institutions. 

During our chat Cameron also explains what differentiates a credit union’s impact from other financial institutions. He shares his 3 C’s of cause marketing and what makes them work so well in this industry compared to others. Later, we talk about the methods his team uses to help credit unions identify the specific needs of members through their digital platform interaction and how to interpret the data. 

As we wrap up our conversation we learn what Cameron was like in high school and what his career choice would have been if he hadn’t discovered the credit union industry. In the rapid fire questions we found out the most exciting event Cameron experienced during the pandemic and who he thinks of when he hears the word “success.” Enjoy my conversation with Cameron Madill! 

Find the full show notes on cuinsight.com.

Connect with Cameron:
Cameron Madill, CEO and Co-owner of PixelSpoke
[email protected]
https://www.pixelspoke.com
Instagram | Twitter | LinkedIn | Facebook | YouTube

“It’s all about meeting the needs of members.” - Cheryl Lawson

Thank you for tuning in to episode 9 of The CUInsight Network, with your host, Randy Smith, Co-founder of CUInsight.com. 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 Cheryl Lawson, the Executive Vice President of Compliance Review for JMFA. Cheryl shares with us that throughout her career serving others has always been at the forefront. We chat about JMFA’s focus on providing a critical service that members need with overdraft solutions. 

Listen in as Cheryl discusses what a responsible compliance program looks like and the importance of communication with members. She shares the value of delivering a service that members can understand and feel comfortable with. Cheryl believes credit unions must be responsive to their members while being compliant with regulators for overdraft solutions to work best.

Cheryl also speaks about overdraft litigation procedures and current trends in the industry. She shares JMFA’s future focus and tips on how credit unions can remain relevant. Cheryl believes staying open to innovation and being accessible to all members will continue to push the credit union movement forward.

In the rapid-fire questions, we learn outside of the office Cheryl loves to take walks in the park, is an active member of her church, and is excited to reconnect with her family post-pandemic. Tune in to hear Cheryl’s most recent quarantine purchase and her final thoughts for credit union leaders. Enjoy my conversation with Cheryl Lawson! 

Find the full show notes on cuinsight.com. 

Connect with Cheryl:
Cheryl Lawson, Executive Vice President of Compliance Review
[email protected]
www.jmfa.com
LinkedIn | YouTube 

Thank you for tuning in to episode 8 of The CUInsight Network, with your host, Randy Smith, Co-founder of CUInsight.com. 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 today is Robert Johnston, CEO of Adlumin, Inc. Robert shares his journey from the military to the credit union industry and how he rediscovered purpose through this transition. He also shares cybersecurity best practices for credit union leaders and how to implement them during periods of rapid change. 

Throughout the show Robert shares the data science behind Adlumin’s cybersecurity integration and how his team has been able to improve compliance for credit union CORE systems. He believes it is imperative for credit unions to increase security in order to stay relevant and mitigate major system threats. With the increase in technological breaches and hacking on the rise, Robert and his team have been working on compliance reporting that is easily accessible, seamless, and secure. 

We also chat about new regulations with the incoming administration and what that looks like for Adlumin in their daily operations. Robert feels that the next wave of innovation is cloud-based data and its ability to increase the security of member information while allowing credit unions to maximize data retention. 

As we wrap up the show, we learn that Robert and his team use just about every video conferencing platform available and are always looking for the next best. We were excited to learn what he does in his free time away from the office, what he is currently reading, and who he thinks about when he hears the word “success.” Enjoy my conversation with Robert Johnston! 

Find the full show notes on cuinsight.com. 

Connect with Robert Johnston:
Robert Johnston, CEO of Adlumin, Inc.
[email protected]
www.adlumin.com
LinkedIn | Twitter | Facebook | YouTube