Editorial Webcast Sponsored by: Glia

Credit unions are rapidly adopting AI to streamline digital inquiries, but when technology needs to hand a member off to a human, too many interactions fall apart. This critical moment is where seamless service can break down, leaving members frustrated or stranded. While call centers are the primary testing ground today, this challenge is quickly expanding to frontline staff in every channel. How can your credit union build a cohesive experience across digital, call center, and branch operations?

Join CU Times Editor-in-Chief Michael Ogden as we explore the operational realities of improving AI-to-human transitions, and why the next wave of transformation requires stronger alignment between technology teams, contact centers, and frontline staff. We'll also address how credit unions can navigate regulatory uncertainty and design the right human-in-the-loop processes to safeguard member trust.

You will learn:

• Top failure points in today's AI-to-human handoffs and how to fix them.
• Strategies to prepare and empower frontline staff for AI-assisted service.
• Why the contact center is only phase one of your credit union's AI transformation.
• How perfecting the handoff protects both member experience and compliance.
• What your credit union must build now to prepare for the next 24 months of innovation.

Register now to ensure your AI strategy enhances—rather than hinders—your commitment to exceptional human service.

Featured Speakers:

Michael Ogden | Editor-in-Chief | Credit Union Times

As Editor-in-Chief of CU Times since 2016, Michael Ogden has led the editorial team in all aspects of content strategy and execution, including the creation of the publication's exclusive and proprietary research database of the credit union industry's economic landscape. Under Michael's leadership, CU Times has successfully shifted to an all-digital editorial product with new focuses on the payments, fraud, lending and regulatory beats.

Shawn Gilfedder | CEO | Kitsap Credit Union

Shawn Gilfedder is a respected credit union executive known for his member-focused approach, commitment to financial wellness, and strong community engagement. He has served as President and CEO of Kitsap Credit Union since 2018, guiding the organization with more than two decades of leadership experience in the banking and finance industry.

Throughout his career, Shawn has championed strategic growth, innovation, and financial education, ensuring that prosperity and community impact remain at the center of every decision. His progressive leadership style emphasizes collaboration, fostering unity among staff, members, and community partners, grounded in his belief that collective effort is the key to improving lives.

In addition to his executive leadership, Shawn has contributed his expertise as a board member for startup companies and is a sought-after spokesperson, panelist, and keynote speaker within the credit union and financial services sectors.

Jenny Vipperman |President and CEO | ORNL FCU

Jenny is a nationally recognized credit union servant leader whose commitment to the movement is demonstrated through her personal and professional efforts to improve the financial lives
of all members. An 18-year credit union industry veteran with over 25 years' leadership experience, Jenny currently serves as the President & CEO of ORNL Federal Credit Union, the second largest Federally chartered credit union in the State of Tennessee. Jenny keeps an unwavering focus on improving the financial lives of all members and strengthening the communities in which she serves through financial education, tailored products and services, and frictionless technology.

As a trailblazer in the credit union and fintech industries, Jenny introduced AI loan decisioning to credit unions, becoming the first to use this accurate and inclusive technology. Today, more than 170 credit unions operate over 400 of these models throughout the country, increasing approvals to millions of members with less risk. She has further led efforts to certify the second-largest Community Development Financial Institution (CDFI) in the nation and has expanded product and service offerings, such as Military Heroes and Everyday Heroes programs, that have won national industry awards.

Questions? Email: [email protected]