Global Credit Union's Lori Moore Advocates People-First Automation for Enhanced Member Experience

What's Happening?

Lori Moore, Senior Vice President of Technology Engineering at Global Credit Union, is spearheading a digital transformation initiative from the institution's Alaskan headquarters. With a focus on 'people-first automation,' Moore is leveraging AI and automation technologies to improve services for the credit union's 770,000 members globally. Her approach emphasizes using technology to enhance human capabilities rather than replace them, aiming to deliver value and improve member experiences. Moore's journey from an enterprise architecture role to her current position highlights her commitment to applying technical expertise for the benefit of members, fostering a culture of innovation and transformation within the financial institution.

Why It's Important?

The initiative led by Lori Moore at Global Credit Union is significant as it represents a shift towards integrating technology in a way that prioritizes human interaction and member satisfaction. By focusing on 'people-first automation,' the credit union is setting a precedent for how financial institutions can use technology to enhance rather than diminish human roles. This approach could lead to increased member loyalty and satisfaction, as services become more personalized and efficient. Additionally, the successful implementation of AI and automation could serve as a model for other institutions looking to innovate while maintaining a strong focus on customer experience.

What's Next?

As Global Credit Union continues to implement its digital transformation strategy, the focus will likely remain on expanding the use of AI and automation technologies to further improve member services. The institution may explore additional ways to integrate these technologies into other areas of operation, potentially leading to new service offerings and enhanced operational efficiency. Stakeholders, including members and industry peers, will be watching closely to see how these innovations impact the credit union's growth and member engagement.

Beyond the Headlines

The cultural transformation at Global Credit Union, driven by Lori Moore's leadership, highlights the ethical dimension of technology use in finance. By prioritizing member experience and human connection, the institution is addressing concerns about technology replacing human jobs. This approach could influence broader industry practices, encouraging other financial institutions to adopt similar strategies that balance technological advancement with ethical considerations.