How Ventura County Credit Union Embraces AI and Resilience with Richard Lipari

Guest Introduction

Richard Lipari serves as Chief Information Officer at Ventura County Credit Union, a $1.5 billion community institution with over 75,000 members and eight branches across California’s Central Coast. With more than 17 years in credit unions, Richard has worked his way from IT director at a seven-employee shop to executive leadership roles that span operations, technology, and business intelligence. His career reflects a blend of hands-on technical expertise and people-centered leadership, shaped by lessons in emotional intelligence, strategic planning, and operational efficiency. Today, Richard leads Ventura County Credit Union through a critical growth phase by scaling technology infrastructure, deploying AI, and ensuring resilience through business continuity planning.

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Here’s a Glimpse of What You’ll Learn

• How Richard’s career journey took him from tech support at AOL to CIO of a billion-dollar credit union

• Why emotional intelligence is as critical as technical knowledge for IT leaders

• How AI and automation tools are helping Ventura County Credit Union scale operations

• Why phone-based banking still plays a vital role with more than 11,000 calls monthly

• How Glia’s interactive system is reshaping member interactions

• The importance of tabletop exercises in revealing hidden gaps in business continuity

• Richard’s view on balancing community values with digital-first experiences

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In This Episode

Richard shares his unconventional journey into technology leadership, from working tech support at AOL and managing lottery systems at GTech to finding his calling in credit unions. Starting at a small credit union with just seven employees, Richard wore many hats, learning accounting, lending, and technology, which gave him a holistic view of how financial institutions run. That foundation shaped his approach to leadership and strategy as he moved into larger organizations.

He describes how Ventura County Credit Union is embracing AI and automation to scale effectively. Tools like Glia are transforming phone banking by providing more natural, interactive member experiences. Despite the rise of online channels, the credit union still handles more than 31,000 calls a month, proving that voice remains vital. By combining physical and digital experiences, Richard and his team are finding ways to meet members where they are.

Richard emphasizes the importance of leadership rooted in emotional intelligence. He shares how developing communication skills and strategic thinking was as important as technical expertise in preparing him for the CIO role. He underscores that effective technology leadership is about trust, collaboration, and connecting with peers to align IT strategy with business goals.

The conversation closes with practical insights on resilience. Richard explains why tabletop exercises are critical for exposing gaps in preparedness, noting that organizations often feel ready on paper but fail in practice. His advice is to test often, measure results, and ensure accountability so teams can respond effectively when crises arise.