Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit union serving the world’s leading technology-oriented companies and their employees.

I met Mike as part of a recent trip to Pegaworld iNspire held in Las Vegas. Mike was talking at one of the break-out sessions, and his topic was The Pragmatic Approach to Transforming Customer Service.

I couldn’t resist that title and thought Mike’s insights would appeal to you too so I nabbed Mike for a quick chat for the podcast.

By the way, you can view the replays of the talks on-demand here.

This interview follows on from my recent interview – Purposefully designed experiences don’t happen by accident – Interview with Deborah Battaglia of Assurant – and is number 471 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.