CREDIT UNION OF AMERICA
For Douglas , staying on top of the latest innovations is also incredibly important , partnering with vendors already using AI in their products , such as the chatbot that Credit Union of America employs . He notes the importance of AI in “ building out our backend to analyse our data faster , and get those results and products back to members as quickly as possible .”
There is always scope for further innovation , as far as Douglas is concerned , particularly in regard to improved customer relationship management ( CRM ) technology services , which he hopes to improve at Credit Union of America soon . “ We ’ re looking for that right CRM that can give us that single point of access and integrate all our different systems together in one .
“ Having everything brought together in one place would really help our frontline staff so they ’ re not jumping back and forth between different systems . We ’ re trying to get the right vendor in place for that so we can further streamline our operations moving forward .”
Cautious innovation is good innovation Getting the right vendor in place is not an undertaking to be taken lightly , as pointed out by Germann . “ We want to embrace as much tech and AI as we can , but it ’ s so important to undertake the right due diligence too ; we need to be very cautious .”
Douglas adds : “ We have to hold any new vendor partner to specific standards . Are they keeping our members ’ data safe when transiting and storing it ? Are they accredited ?”
Security concerns are just as important questions to answer at Credit Union of America for Douglas too : “ For us , it ’ s asking how we can get even better implementation ; how we are testing ourselves or using
“ The fear is when you use technology to grow you forget who you are , and we never want to forget who we are ”
DAVID GERMANN CHIEF LENDING OFFICER , CREDIT UNION OF AMERICA
122 August 2023