Quick Overview
In a world where “AI” is quickly becoming the hottest buzzword, it’s easy to get swept up in the excitement.
It’s everywhere—on every panel, in every headline, and at every conference, making bold promises of a revolutionized future. But when the dust settles, what truly matters?
To help us make sense of it all, we asked Barb Lowman, President of CUNA Strategic Services, to cut through the noise for us and tell us what truly matters—AI that empowers, not overwhelms. She shared key insights on how credit unions and community banks can take a strategic approach to AI adoption and how CSS (CUNA Strategic Services) can help them navigate the journey.
Take the plunge into the full conversation!
Start with the Right Use Case!
What does responsible and strategic AI adoption look like for credit unions and community banks?
AI has become a buzzword in our industry. You can’t open a trade magazine, attend a conference, or scroll through industry news without encountering discussions about AI.
There are real, impactful applications of AI—whether it’s improving non-biased credit decisions in lending, streamlining self-service technology, or enhancing operational efficiencies. The possibilities with AI are limitless, and that’s exactly what’s concerning.
Many community financial institutions feel the need to jump into AI just to say they’re doing it too—whether in automation, efficiency, or member engagement. There’s this pressure to be part of the AI movement because it’s such a hot topic in financial services. One of the most common things I keep hearing is, “I need to find an AI solution and adopt it so I’m not left behind.”
In reality, AI can mean different things for different credit unions and community banks. The key is to start with the actual problem you need to solve.
It begins with a use case—communicate in a way that resonates with your stakeholders. For example, instead of saying, “We need AI-powered text messaging,” think about the real challenge: “Wouldn’t it be easier if we didn’t have to spend hours skip-tracing members, just to get a response? What if we could send a simple text and get an answer instantly?”
That’s the difference between a solution in search of a problem and a problem in search of a solution. The latter is far easier to implement successfully.
Without clear priorities, you’ll find yourself overwhelmed by competing initiatives, member service demands, and operational hurdles. Instead, focus on what your members and employees truly need. Identify the pain points, then explore how AI can help solve them.
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How does CSS support community financial institutions in adopting technologies like AI without overwhelming their resources?
Once you’ve set your priorities and identified the real need, that’s where CSS brings real value. We actively seek out solutions to those challenges, vet providers and FinTechs, and then present credit unions and community banks with the best options.
If a community financial institution comes to us with a specific problem, we can say, “Here’s a great solution—it includes an AI component. This is how it works, how it benefits your members, and how it sets you apart from competitors.” We also ensure that these solutions pass our rigorous due diligence process, so when we recommend something, it’s because we truly believe it’s a great fit.
Streamlining this process starts with asking, “What problem am I trying to solve?” and then working with CSS or other industry partners to find the right solution—one that may include AI, but only if it genuinely addresses the need.
The mistake I see too often is credit unions and community banks saying, “We need to get into AI—where should we start?” That approach leads to wasted resources, frustration, and solutions that fail to improve efficiency, growth, or member engagement. Without clear goals, you end up asking, “Why did we do this? Where’s the impact? Where are the results?”
That’s why it’s critical to start with the end in mind. Identify the problem first, then find the right solution. If AI plays a role in solving it—great. But don’t start with AI and then try to force it to fit.
In the full interview, Barb revealed the BIG THREE that are shaping the future of community financial banking – Safe & Strategic AI, Empathetic Collections, and of course, the ever-evolving role of physical branches. So, keep your eyes peeled for more meaty snippets coming your way soon!
Special Thanks to Barb Lowman, President, CUNA Strategic Services for these super actionable and powerful insights.
Barb brings more than two decades of dedicated credit union experience to CSS. She has an extensive track record of delivering technologically advanced products and superior service to help community financial institutions and their members thrive.
