The CUInsight Network

CUInsight | Credit Union
  • 5.0 (12)
  • Business News
  • Updated Biweekly

Welcome to The CUInsight Network. In each episode we have wide-ranging conversations with thought leaders who support the credit union community. We identify issues and challenges facing credit unions and identify best practices. The goal of The CUInsight Network is to take a deeper dive with people and find the gems we can all learn and grow our credit unions from. Thank you for tuning in. Enjoy!

  1. 1d ago

    Self-Issuance - i2c

    "Direct issuance offers credit unions the ability to have more touch points and connect with their members to help solve business challenges.” - Geoff Dean 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 Dan Hanks, SVP of Global Product Management, and Geoff Dean, Director of Commercial Product Management - both of i2c Inc. They come on board for this episode to talk about how card programs can play a much bigger role in a credit union's long-term success than many people may realize, which is why more credit unions are taking a fresh look at self-issuance and how today's technology is making that option more accessible to institutions that may have ruled it out in the past. Throughout our conversation, we compare the traditional agent banking model with self-issuance, explaining some of the differences when it comes to control, profitability, and the overall member experience. Dan and Geoff discuss why owning more of the card program can help credit unions strengthen member relationships, respond more effectively to member needs, and protect the trust that sets them apart from larger financial institutions. They also explain why self-issuance isn't simply about issuing cards but is also about creating better products, offering more flexibility, and positioning credit unions to serve members in more meaningful ways. As we wrap up the episode, we explore how modern processing platforms support the ability to self-issue while also reducing many of the barriers that once made self-issuance difficult for smaller organizations. They offer some memorable closing remarks, persuading credit unions to leverage modern technology to incorporate self-issuance, stressing the importance of strengthening member relationships. Enjoy my conversation with Dan and Geoff!  Connect with Dan & Geoff: Dan Hanks, SVP of Global Product Management at i2c Geoff Dean, Director of Commercial Product Management at i2c i2cinc.com Dan: LinkedIn Geoff: LinkedIn i2c: LinkedIn | Instagram Show notes from this episode: Place mentioned: Silicon Valley, CA Shout-out: Wells Fargo Shout-out: Apple Shout-out: Google In this episode: [1:03] - Hear how self-issuance gives credit unions more control and revenue opportunities as well as stronger products. [3:20] - Geoff adds that self-issuance strengthens member relationships while enabling customization and program control.  [6:10] - Direct issuance helps credit unions resolve member needs faster via stronger relationships and better visibility. [8:18] - Dan argues that competitive self-issued cards help credit unions strengthen loyalty and protect valuable member relationships. [10:30] - Hear why it’s so crucial to find the right partner. [12:33] - In closing, credit unions should reconsider self-issuance, as modern solutions have made it viable for more institutions.

    14 min

  2. 3d ago

    Hidden Costs - Quavo

    ““A true strategic partner understands what your goals and challenges are and brings solutions and ideas on how to solve those problems.” – Rex Richardson 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 Rex Richardson, Director of Client Processing at Quavo Fraud & Disputes. He unpacks how his unexpected path into financial services led him through more than 17 years of direct experience in fraud, claims, and back-office operations before ultimately landing his current role. Listen in as Rex shares how early influences set the stage for a career built around understanding complex systems and the people they impact. Throughout our conversation, we dig into what the fraud and disputes space looks like behind the scenes, with Rex breaking down how Quavo approaches it from initiation through investigation, recovery, and resolution, while also leveraging automation, compliance, and emerging AI tools. The result is not just operational efficiency, but also a faster and more transparent experience for members who are often dealing with urgent financial concerns. Our conversation also turns to one of the biggest pressures that credit unions are facing today: rising amounts of disputes paired with staffing and budget constraints, and Rex walks us through why simply adding more people isn’t always sustainable, instead making the case for strategic partnerships that bring forth expertise, automation, and compliance support. We also explore the hidden costs that creep into inefficient systems such as longer resolution times, increased member contact, and growing operational strain that can quietly increase expenses. As we wrap up the episode, Rex reflects on what separates a true strategic partner from a traditional staffing solution, highlighting the importance of collaboration, problem-solving, and long-term alignment over short-term labor support. We close with a discussion on the integration of AI in fraud investigations, with Rex sharing how human-in-the-loop decision-making could help speed up resolutions while still maintaining oversight and accuracy. Enjoy this insightful conversation with Rex Richardson! Connect with Rex: Rex Richardson, Director of Client Processing at Quavo Fraud & Disputes quavo.com Rex: LinkedIn Quavo: LinkedIn | Facebook | YouTube | X Show notes from this episode: Shout-out: Rex’s uncle Shout-out: Rex’s grandfather Place mentioned: Italy Place mentioned: Mexico City, Mexico Shout-out: Rex’s wife Place mentioned: Chicago, IL Book mentioned: The Lord of the Rings Trilogy by J.R.R. Tolkien Shout-out: Apple Shout-out: Rex’s kids In this episode: [0:54] - We learn that Rex once considered becoming a high school teacher. [1:57] - Rex entered banking via his uncle, later advancing into leadership roles across claims and operations before joining Quavo. [4:09] - Hear how Quavo helps simplify a complex, regulated claims industry. [7:03] - Strategic partners help credit unions manage fraud complexity, compliance, and scaling while improving efficiency and member experience. [10:59] - Rex explains how rising operational costs and delayed resolutions create hidden inefficiencies. [14:21] - True strategic partners provide strategy and solutions, unlike staffing firms that only supply workforce support. [17:10] - Rex discusses AI being developed to assist human decision-making in fraud investigations. [20:55] - Rex's grandfather’s leadership and customer engagement continue to affect how he interacts with others. [22:04] - Travel remains Rex's favorite way to splurge, especially immersive cultural experiences in cities like Mexico City and Chicago. [25:42] - Rex argues that turning off work notifications helps create real separation and restores life outside constant digital urgency. [28:35] - Credit unions should identify inefficiencies and consider strategic partners to help improve operations and member experience.

    31 min

  3. Jun 26

    What Matters Now - TruStage

    “Growth will not come from doing more of the same, but from deeply understanding and connecting with younger consumers.” - Opal Tomashevska 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 Opal Tomashevska, Director of Multicultural Business Strategy at TruStage. She joins me for this episode to discuss TruStage’s 2026 “What Matters Now” study and its interesting findings, highlighting that sustainable growth in 2026 begins with recognizing that today’s consumers cannot be treated with a one-size-fits-all approach. Throughout our conversation, we talk about how younger consumers are reshaping expectations, why financial stability has become a bigger priority than traditional milestones for many Americans, and what credit unions could be missing when it comes to building meaningful relationships with diverse communities. Opal also shares some fascinating insights around neurodivergent consumers, including why they report higher levels of financial worry despite strong employment rates, as well as the continued rise of the “hustle economy” and what that means for financial institutions. As we wrap up the episode, we explore how consumers are researching financial products today, the growing influence of social media and AI, and why convenience alone isn’t enough to earn long-term loyalty, with Opal’s focusing on turning research into action. Rather than stopping at data and trends, she explains how credit unions can use these insights to better serve members, strengthen trust, and stand out in an increasingly crowded marketplace. I hope that you enjoy my conversation with Opal Tomashevska!  Connect with Opal: Opal Tomashevska, Director of Multicultural Business Strategy at TruStage trustage.com Opal: LinkedIn TruStage: LinkedIn | Instagram | Facebook | YouTube Show notes from this episode: TruStage study mentioned: “What Matters Now” Shout-out: TikTok Shout-out: Apple Pay Shout-out: Google Pay In this episode: [0:55] - Opal argues that growth comes from understanding diverse younger consumers and meeting their evolving needs. [2:33] - Learn how research reveals shifting dreams, heightened neurodivergent worries, and a growing hustle economy. [5:39] - How can credit unions turn consumer insights into measurable growth? [6:25] - Every research finding is paired with practical actions which credit unions can put into place. [8:59] - Hear how consumers increasingly expect inclusivity and representation. [10:31] - Opal believes that sharing the credit union story can strengthen connections and drive membership.

    12 min

  4. Jun 24

    Build, Buy, or Partner - Allied Solutions

    “If we don't forget where we've come from, we're well positioned to continue to win share and growth in the future.” - Bill Gould 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 Bill Gould, president of Allied Solutions. Our conversation today couldn’t be timelier, because since his last appearance on the podcast, Bill has stepped into the role of president at Allied Solutions, giving him an even broader view of the challenges and opportunities that credit unions face today. We kick off by talking about his journey, the remarkable story behind Allied Solutions, and how the company continues to help credit unions grow, protect what they’ve built, recover when challenges come up, and stay prepared for what comes next. Throughout our conversation, one theme that keeps coming up is the idea of “build, buy, or partner,” and Bill shares why there’s no one-size-fits-all formula for making those decisions. He explains how credit unions can determine which capabilities should remain core to their organization and which are better supported via outside expertise. In addition, Bill and I talk about one of the biggest realities facing the industry right now: growth through mergers, and Bill offers some practical insights into how credit unions can bring organizations together, thoughtfully integrate technology, and create member experiences that are consistent without losing sight of what makes each institution unique. As we wrap up the episode, we look ahead at the trends shaping the future, including AI, compliance, regulation, automation, and the increasing pace of change across financial services, and, of course, we, as always, get to know our guest a little more personally with a series of rapid-fire questions. Bill shares the leaders who have influenced him most, the books that have shaped his perspective, why family experiences are always worth the investment, and how he stays connected with loved ones despite a demanding travel schedule. Enjoy my conversation with Bill Gould! Find the full show notes on cuinsight.com. Connect with Bill: Bill Gould, President of Allied Solutions alliedsolutions.net Bill: LinkedIn Allied Solutions: LinkedIn | Facebook Show notes from this episode: Shout-out: Securian Financial Shout-out: Missy Eldridge Place mentioned: Saint Paul, Minnesota Place mentioned: Carmel, Indiana Place mentioned: Sarasota, Florida Shout-out: PortX Place mentioned: Denver, Colorado Place mentioned: Texas Shout-out: John Wooden Shout-out: Minnesota Timberwolves Place mentioned: Indiana Shout-out: WNBA Shout-out: Caitlin Clark Shout-out: Bill’s family Shout-out: Robbie’s kids Place mentioned: Québec City, Québec; Canada Place mentioned: Europe Place mentioned: Atlantic Ocean Book mentioned: Execution: The Discipline of Getting Things Done by Larry Bossidy & Ram Charan Book mentioned: Good to Great by Jim Collins Book mentioned: Rewired: The McKinsey Guide to Outcompeting in the Age of Digital and AI by Eric Lamarre, Kate Smaje, & Rodney Zemmel Place mentioned: Washington Previous guest mentioned in this episode: Bill Gould (episodes 1 & 42) In this episode: [0:55] - Bill reflects on how transitioning to Allied expanded his ability to serve credit unions. [2:00] - Founded by Missy Eldridge, Allied helps credit unions grow, protect, recover, and evolve. [5:22] - Bill argues that credit unions should strategically balance building, buying, and partnering based on unique strengths. [7:44] - Partnerships such as PortX help speed up integration and lend innovation and operational flexibility. [10:36] - Hear how Allied helps merging credit unions align systems and programs while also preserving member value. [11:44] - Bill reveals that, for the future, Allied is focused on mergers, AI, regulations, and evolving member expectations. [13:39] - For Bill, leaders such as Missy Eldridge and John Wooden exemplify tenacity and excellence! [14:48] - Family travel remains Bill’s favorite investment, while work trips offer opportunities for exploration! [16:16] - Listen as Bill recommends several different books. [17:09] - Bill believes that balancing a personal life with a professional one requires efficiency, intentionality, and maximizing work-travel opportunities. [18:22] - Future success depends on balancing growth, risk, transformation, and member-focused values!

    19 min

  5. Jun 12

    Trust Moments - Casap

    “I'm so passionate about creating a world where fraud is rare and trust between a member and their credit union is a given.” - Shanthi Shanmugam 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 Shanthi Shanmugam, CEO of Casap. She joins me for this episode to discuss the winding path that took her from studying computer science at UC Berkeley to helping credit unions rethink one of the most stressful moments in the member experience: disputes. Throughout our conversation, Shanthi makes it evident that she is passionate about building technology that feels human. She shares stories from her time at Facebook and Robinhood, including the moment when she realized that she wanted to spend her career solving problems that genuinely matter to people. Hear how that mindset eventually led to the formation of Casap, an AI-powered platform helping credit unions reduce fraud losses, improve dispute resolution, and strengthen member trust without losing the human judgment these situations often require. We also dig into why disputes are far more than just operational headaches, with Shanthi explaining why they’re “trust moments” that can determine whether a member stays loyal to their financial institution or walks away entirely. As we wrap up the episode, Shanthi talks about her love for custom suits, Bollywood dancing, Colorado Springs, and why Stephen Covey’s The 7 Habits of Highly Effective People still resonates with her years after first reading it. Enjoy my conversation with Shanthi Shanmugam! Find the full show notes on cuinsight.com. Connect with Shanthi: Shanthi Shanmugam, CEO of Casap shanthi@casaphq.com casaphq.com Shanthi: LinkedIn Casap: LinkedIn Show notes from this episode: Film mentioned: Ratatouille Character mentioned: Remy Book mentioned: The 7 Habits of Highly Effective People by Stephen Covey In this episode: [1:00] - When she was young, Shanthi dreamed of traveling worldwide through dance and teaching others to love it. [2:27] - After Berkeley and Facebook, Shanthi pursued product work that was focused on meaningful human impact. [5:01] - Learn how ChatGPT inspired Shanthi to launch Casap and reimagine trust-centered fraud prevention. [8:16] - Hear how Casap helps credit unions improve member experiences and reduce fraud via AI-powered dispute management. [11:13] - Shanthi identifies three major gaps in the dispute process - starting with credit unions needing more transparent support. [12:36] - The second gap is fragmented systems which weaken fraud decision-making. [13:57] - Thirdly, better dispute insights are needed to differentiate between legitimate cases and attempted fraud. [15:09] - Shanthi points out that disputes become defining moments that shape long-term member loyalty and retention. [17:49] - Shanthi illustrates the difference between agentic AI and other AI tools. [20:28] - I praise Casap for balancing fast automation with compassionate human support. [21:08] - Casap aims to become credit unions’ broader AI operating system beyond just dispute management. [23:24] - Hear why Shanthi credits her mother with being a good leader. [25:36] - Shanthi reflects on a trip to Colorado Springs which offered her a refreshing conference experience outside the usual Vegas routine. [26:39] - Shanthi empathically believes that everyone should read The 7 Habits of Highly Effective People by Stephen Covey. [27:14] - Shanthi reveals that monthly check-ins help her balance rapid company growth with family and personal priorities. [29:49] - Shanthi expresses gratitude for credit unions.

    31 min

  6. May 29

    Persona Shift - evok credit union marketing

    “Start simple and stay curious.” - Larry Meador 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 Larry Meador, CEO of evok credit union marketing. Our conversation goes far beyond marketing buzzwords and demographic charts, with Larry sharing how a kid obsessed with commercials and creativity eventually found his way into advertising and the credit union world. Along the way, hear the wildly scrappy origin story behind evok! Throughout our conversation, Larry explains why demographics alone don’t tell the full story and why understanding motivations, anxieties, habits, and emotional triggers matters so much more than simply targeting “women 35 to 54.” We talk about the difference between target audiences and personas, how digital personalization has completely changed member expectations, and why credit unions can’t afford to sound generic anymore. Larry also breaks down how his team helps credit unions identify who they’re already connecting with, where future opportunities exist, and how behavior-driven marketing can help strengthen loyalty in an era when consumers can move money with simply a few taps on their phones. As we wrap up the episode, Larry talks about why travel makes him a better marketer, the lessons that he has learned from coaches and family members, and why communication sits at the center of great leadership. Enjoy my conversation with Larry Meador! Find the full show notes on cuinsight.com. Connect with Larry: Larry Meador, CEO of evok credit union marketing evokad.com Larry: LinkedIn evok: LinkedIn | Facebook | Instagram | X Film mentioned: Jerry Maguire Film mentioned: Other People’s Money Book mentioned: The Art of Client Service by Robert Solomon Book mentioned: What Drives Winning: Building Character Gets Results. Here's How. by Brett Ledbetter Book mentioned: Meditations by Marcus Aurelius In this episode: [0:58] - Hear how childhood creativity and fascination with commercials eventually led Larry into marketing and storytelling. [2:38] - Larry reflects on how a nontraditional career path and guerrilla marketing tactics helped launch evok. [4:33] - evok blends creativity and analytics to uncover members’ emotional financial decision-making drivers. [6:47] - Larry argues that personas reveal behavioral motivations, enabling more personalized member communication. [8:31] - Larry believes that personalized, relevant messaging helps credit unions compete through stronger member connection and loyalty. [10:37] - Effective persona development starts by understanding your existing members and opportunities for growth. [12:56] - Larry argues that persona-driven messaging strengthens relationships by anticipating members’ needs and life stages. [15:48] - What is evok's focus for the future? [17:42] - Hear how travel broadens Larry’s cultural understanding, creativity, and perspective as a marketer! [19:42] - Larry mentions several books that he thinks everyone should read. [20:24] - Larry asserts that entrepreneurial “balance” comes via integrating family, fitness, reading, and creative recovery time. [21:21] - In closing, authenticity and human connection give credit unions opportunities to compete beyond size and technology.

    22 min

  7. May 15

    Strive to Delight - LemonadeLXP

    “Strive to delight … it's a great ethos to live by.” - John Findlay 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 Findlay, CEO of LemonadeLXP. He sits down with me to talk about learning, curiosity, and why most workplace training completely misses the mark. He shares his path to CEO, opens up about being labeled a “terrible student”, and how he knew early on that he was meant to build something of his own. From launching businesses right out of high school to using gamification before it even had a name, his story is a reminder that unconventional paths can lead to meaningful innovation. Throughout our conversation, we spend a lot of time discussing a problem that feels almost universal: when learning feels like a chore, people check out, but when it’s designed to be interactive and even enjoyable, that becomes a different story. We also get into how AI is changing the equation—not in a vague, buzzwordy way but in practical terms such as how it can reduce onboarding time, offer answers in real moments of need, and help organizations retain knowledge. As we wrap up the episode, John goes through our usual round of rapid-fire questions, revealing that he is a self-proclaimed “geopolitics nerd”, and why he recommends an especially “epic” book. Enjoy my conversation with John Findlay! Find the full show notes on cuinsight.com. Connect with John: John Findlay, CEO of LemonadeLXP lemonadelxp.com John: LinkedIn LemonadeLXP: LinkedIn | Instagram | Threads | YouTube | TikTok | X

    23 min

  8. May 1

    Know Your Members - Abrigo

    “If you understand your members, you'll know what products and services to offer.” - Rob Newberry 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 Rob Newberry, Senior Consultant at Abrigo. Rob’s story begins about as far from finance as you can get—on a dairy farm in rural Iowa. His perspective was shaped not by what he wanted to become, but by what he knew he didn’t, and that path eventually led him from an entry-level role in the mortgage industry, to a VP position at Wells Fargo, and later to building a company of his own focused on supporting credit unions and community banks! In our conversation, Rob calls attention to something that feels increasingly rare in financial services: genuine human connection. He deconstructs why relationship lending still matters and why the best lenders aren’t the ones chasing the lowest rate but rather the ones who truly understand their members. His “Know Your Members” mindset is a practical way to think about risk, retention, and long-term value. We also get into the conflict that can come up between efficiency and authenticity. With AI reshaping workflows on the daily—from loan write-ups to risk analysis—Rob offers a fresh but grounded take on what technology can and can’t do. As we wrap up the episode, Rob shares his thoughts on effective leadership, where in the world he would like to travel, and his love for live music. Enjoy my conversation with Rob Newberry! Find the full show notes on cuinsight.com. Connect with Rob: Rob Newberry, Senior Consultant at Abrigo abrigo.com Rob: LinkedIn Abrigo: LinkedIn Book mentioned: StrengthsFinder 2.0 by Gallup Film mentioned: The Terminator

    15 min
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5
out of 5
12 Ratings

About

Welcome to The CUInsight Network. In each episode we have wide-ranging conversations with thought leaders who support the credit union community. We identify issues and challenges facing credit unions and identify best practices. The goal of The CUInsight Network is to take a deeper dive with people and find the gems we can all learn and grow our credit unions from. Thank you for tuning in. Enjoy!

Information

  • Creator
    CUInsight | Credit Union
  • Years Active
    2021 - 2026
  • Episodes
    145
  • Rating
    Clean
  • Copyright
    © 2026 The CUInsight Network
  • Show Website
    The CUInsight Network

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