Bits & Banks - With Aditya Khandekar and Sumeet Grover - Episode 9
- Sakshi Mishra
- 3 hours ago
- 1 min read
On the Latest Episode of B&B: Orchestrating AI Across the Member Journey
On the latest episode of B&B, we spoke with Summit Grover, EVP and Chief Strategic Growth and Digital Officer at University Federal Credit Union. The conversation brought AI back to what actually matters in financial services: member trust.
A few ideas stood out.
Anchor AI Orchestration in real member journeys : Sumeet flips the script on AI hype with a simple premise: AI only creates value when it is orchestrated across the member journey, not sprinkled in as disconnected point solutions. He argues that automation and risk calibration are now table stakes, but the real upside comes from using AI to deliver the right conversation, to the right member, at the right time!
Use AI to strengthen conversations : Agent assist, summarization, and decision support remove repetitive work and reduce false positives. That creates space for frontline teams to guide members and build lifetime relationships rather than manage operational friction. Repetition can be automated. Trust cannot.
Gotchas for CEOs and CXOs Sumeet also calls out the hard “gotchas”: don’t chase shiny demos that won’t scale, don’t deploy AI in isolation without the right operating model, and never let speed outrun trust, because once member confidence breaks, the drop-off is steep and painfully hard to rebuild!
As institutions accelerate AI adoption, orchestration across the full member journey is what will determine who creates sustainable value.
Listen to full episode now!