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Articles by Andrew Casson
Leading Digital Transformation Without Losing the Human Element
5 minutes Modernizing technology while strengthening the relationships that define the CU system. Digital transformation has become a top priority for credit unions. From modernizing member experiences to adopting AI and data-driven decision-making, the pressure to evolve is real and growing. Technology promises faster service, greater efficiency, and new ways to meet member expectations. Leaders know that standing still is not an option. But there is a risk that often goes unspoken.
A Security Standard the Private Sector Can't Ignore
The security standard empowers your agency to deliver reliable, secure, and responsive service to the public while enhancing citizen engagement Andrew Casson, VP, U.S. Public Sector May 19, 2025 MarekPhotoDesign.com - stock.adobe.com The shift from legacy, on-premises technology to modern cloud-based solutions has been the aim of government agencies for well over a decade now.
Andrew Casson
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Stop Leading Like an Amateur
4 minutes The Shift to Professional Leadership Several years ago, I read a book that shifted how I approached both my work and my mindset. In Do The Work, Steven Pressfield makes a powerful distinction between amateur and professional writers. Amateurs are inconsistent. They wait for inspiration to strike, and often let distraction, fear and self-doubt stop them from doing the work.
How conversational artificial intelligence can improve the member experience
Augment your contact center with conversational machine agents. In the credit union world, artificial intelligence is often used for credit scoring and credit card fraud detection. More recently, conversational machine agents have come into common use to boost the member experience. This application of AI to the member experience in the call center through conversational machine agents is a growing trend.
How Conversational Artificial Intelligence Can Improve the Member Experience
4 minutes Augment your contact center with conversational machine agents. In the credit union world, artificial intelligence is often used for credit scoring and credit card fraud detection. More recently, conversational machine agents have come into common use to boost the member experience. This application of AI to the member experience in the call center through conversational machine agents is a growing trend.
Uplevel member service with conversational AI and machine agents in your contact center
When member requests get more complicated, artificial intelligence shines. Every credit union knows that artificial intelligence has long been used to detect fraudulent credit card transactions and score credit risk. A relatively new use is in customer experience—or member experience to credit unions. Within member experience is a new AI application—conversational machine agents.
Fifteen cloud contact center security essentials for credit unions
Here’s a handy checklist to keep operations and member data secure IT security is complex, and this is particularly true for your credit union’s contact center. To demystify it, we’ve created this security best practices checklist to help strengthen credit union and member data security and privacy. This checklist includes all the essential steps you should take to confidently secure agents and make sure your cloud contact center provider is secure, even as you modernize member experiences.
A differentiated experience is the foundation of your fintech strategy
Credit unions have long thrived by offering personalized services that build strong community bonds. Now the charter has evolved, extending those community bonds by offering the financial services and the kinds of experiences members want in the digital world. What is Fintech and CX?
Security, privacy and the work-from-home contact center
Cloud and other technology can help built trust for members and agents. For credit union agents and their members, security and privacy are a two-way street. Members need to make sure their sensitive data is private and secure, while remote agents need to make sure their security and privacy concerns are met as well—especially when they’re working from home.
Seven secrets to improving the employee experience of your contact center team members
The right contact center solution improves the employee experience and, ultimately, member service. We’ve recently heard a lot about the Great Resignation. In fact, according to Ceridian’s 2022 Pulse of Talent report of employees, a total of 61% are at risk of leaving—23% actively job searching and another 38% ar open to new prospects. Winning the war to attract and keep talent takes more than pay, and this is especially true for attracting and keeping contact center staffers.
The role of the cloud contact center in modernizing member experiences
An end-to-end solution that works well with your team and processes is the solid path to modern, differentiated MX. Consumers have long joined credit unions for their local community commitment, competitive rates and personalized service. Essential for membership growth and competitiveness, high-touch services must now equally include both in-person service and digital interactions, particularly for the rising digital-first generations.
Leadership Matters: 7 Steps to Effective Mentorships
This is an excerpt from the foreword to “CUES Guide to Effective Mentorships,” a benefit of all levels of 2019 CUES membership. In my life I’ve been part of several mentorships. Whether I was the mentor or the mentee, I have found there are seven key requirements for success in these exchanges. 1) There has to be a connection between the mentor and mentee. That connection can come from either personal or professional experiences, but it has to be felt by both parties.
Don’t Touch That RFP
This post is reprinted with permission from c. myers’ c. notes. Sometimes we get a call for help after the fact. Among the many financial institutions that have implemented new loan origination, core or other systems, a number of them find they’re really not getting what they wanted out of the new technology. Having heard so many implementation stories, we wanted to share a few of the lessons learned and, hopefully, save you some trouble.
Charitable Donation Accounts 2016
4 minutes For credit unions, donating money to charities isn’t just a humanitarian act; it’s an investment in making your communities better places to live. And as a result of December 2013 National Credit Union Administration rule changes described in more detail below, you can now make these donations from a charitable donation account that uses otherwise impermissible and potentially higher-yielding investments to generate the funds. The advantage of doing so is twofold: 1.
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