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Insights

Bits & Banks - With Aditya Khandekar and Steve O'Donnell - Episode 8

  • Writer: Sakshi Mishra
    Sakshi Mishra
  • 3d
  • 2 min read

Last week, I had the pleasure of hosting Steve O’Donnell - CEO of One Nevada Credit Union, a leader who’s not just talking about modernization but actively reshaping the member experience with AI, automation, and cultural alignment at the center.


Bits & Banks

Three Power Takeaways You’ll Want to Revisit from the Podcast:


Modernize or Become Blockbuster: Why Credit Unions Need AI to Stay Human

The fear that automation will dilute human-first values is real - but Steve re-frames it brilliantly: if credit unions don’t modernize, they risk becoming the next Blockbuster. By letting AI handle everyday questions, staff can invest energy in the moments where empathy matters. Think: faster answers for member needs, deeper attention for life moments that deserve human guidance. The credit unions that master this win on both member satisfaction and operational efficiency.


Why Gen Z Is Switching Banks (And It Has Nothing to Do With Rates)

Here's the data that should concern every credit union: millennial membership dropped from 31% to 22% between 2023-2025. Gen Z is twice as likely to switch for better experiences - not better rates.

But here's the critical distinction: Gen Z hasn't abandoned credit unions because they want less interaction. They've left because credit unions don't understand what interactions they actually want. That means consistent digital experiences, smart staff trained for advisory conversations, and breaking internal silos so members feel like they’re engaging one unified credit union, not disconnected departments.


AI Intelligence + Sentiment Analysis = Real Member Understanding

One Nevada deployed SAGE, their chatbot, handling 60-70% of member engagements. For this, Steve's moving beyond transaction data to sentiment analysis, using GenAI to understand emotional signals buried in member interactions. This unlocks:


✓ Predictive identification of at-risk members

✓ Personalized outreach based on emotional signals

✓ Continuous improvement through production data

✓ Experience optimization that compounds over time


This episode is for anyone in financial services asking:

  • How do we modernize without losing who we are?

  • How do we engage Gen Z with authenticity?

  • How do we deploy AI responsibly and intelligently?


Tune in now for the full episode.


 
 
 

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