AI and Member Experience at an $11B Credit Union

While many are still theorizing about AI in financial services, Amy Stevens is running it in production. In this episode of Main Street AI, Ankur Patel sits down with Amy Stevens, SVP of Member Experience at GreenState Credit Union — Iowa's largest credit union with $11B in assets, 450,000 members, and a fast-growing footprint across Illinois and Nebraska. Amy owns the contact center, the NPS program, and the hard work of figuring out what members actually need. What makes this conversation different: Amy's team has real AI in the wild. Co-pilot mining, NPS feedback analysis, real-time sentiment scoring that guides agents mid-call, voice biometrics that just went live last week, and a roadmap toward full agentic AI that becomes part of the team.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastGuest: Amy Stevens, SVP of Member Experience, GreenState Credit UnionHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Amy Stevens0:48 A day in the life of an SVP of Member Experience2:29 Why GreenState is still opening branches4:21 Expanding into Illinois & Nebraska6:00 Why digital members are the most profitable7:55 Scaling without losing the personal touch9:51 Bringing AI into member experience (without the slop)14:13 The multi-channel member experience, then and now15:15 The COVID pivot that members loved17:50 AI's first quick win: quality management19:21 Real-time sentiment and "happy endings"20:59 Voice biometrics goes live21:35 The agentic AI roadmap22:52 Why AI makes agents *more* human27:27 Chatbots, ITMs, and AI in branches28:00 Replacing jobs or augmenting them?29:37 Closing the gap with consumer apps30:33 The 5-year vision: frictionless and ethical32:22 What keeps Amy up at night34:05 Closing thoughts