Putting Members First: A CXO's Perspective on Technology, Risk, and Experience

Guest: Bill Peters, Chief Experience Officer at TAPCO Credit Union

Episode Summary:

In this episode of ByteWise, we're joined by Bill Peters, Chief Experience Officer at TAPCO Credit Union. Bill shares his insights on how to effectively manage technology, risk, privacy, and security while prioritizing the member experience. He emphasizes the importance of:

• Collaboration: Breaking down silos and partnering with stakeholders across the organization, including the board, IT, and risk management.
• Early Evaluation: Incorporating privacy and security considerations from the very beginning when evaluating new technologies and vendors.
• Member Focus: Using data to understand member behavior and needs, but always prioritizing member privacy and security.
• Continuous Learning: Investing in board and staff education to stay ahead of emerging technologies and threats.
• AI for Efficiency: Leveraging AI to increase efficiency and free up staff for more complex tasks and relationship building.

Bill also provides valuable advice for new CXOs, emphasizing the importance of asking questions, being curious, and building trust and vulnerability within teams.

Key Takeaways:

• CXOs need to be well-versed in technology, risk, privacy, and security to effectively lead their organizations.
• Collaboration is essential for successful technology implementation and risk management.
• Data can be a powerful tool for understanding member needs, but privacy and security must be prioritized.
• AI can be a game-changer for efficiency, but it's important to manage employee concerns and expectations.
• Continuous learning and development are crucial for both board members and staff.

Connect:

• Bill Peters
• TAPCO Credit Union