Welcome to another episode of Outlier Podcast! In this conversation, host Anurag sits down with Rick Kapur, Chief Experience Officer at Chevron Federal Credit Union, to discuss the future of member experience, digital transformation, and sustainable growth in credit unions.🎯 Key Topics Covered:Member Experience ExcellenceWhy "frictionless relevance" is the new North Star for credit unionsHow to balance speed and personalization in member expectationsCreating seamless experiences across all touchpointsBranch vs. Digital: The Real AnswerWhy it's NOT a binary choice between branches and digitalThe surprising truth about Gen Z and physical branch preferencesTransforming branches from transaction centers to conversation hubsDriving TransformationThe toughest part of innovation in financial servicesBalancing member convenience with security and trust"We have to be right every time. The bad guys have to be right once."Sustainable Growth StrategyWhy growth must be purposeful, not just for sizeBuilding advocates instead of just adding membersServing SEG communities with excellenceLeadership PhilosophyGetting the right people in the right seatsClarity of purpose and integrated executionMaking technology work for people, not the other way around📊 Notable Stats & Insights:Rick brings nearly 30 years of financial services experiencePreviously spent 25+ years at CitibankLeads Marketing, Growth, Experience, and Operations at Chevron FCU💡 Key Quotes:"It's all about the people... how do we impact their lives?""Members want it when they want it, how they want it""We're not just adding members, we're adding advocates"🎙️ About the Guest:Rick Kapur is the Chief Experience Officer at Chevron Federal Credit Union, where he oversees marketing, growth, member experience, and operations. With close to three decades in financial services, Rick brings a wealth of knowledge about balancing innovation with risk management and creating member-centric financial institutions.🎧 About Outlier Podcast:Outlier Podcast brings you conversations with credit union leaders who are pushing boundaries and making credit unions sexy again. Hosted by Anurag, each episode dives deep into the strategies, challenges, and innovations shaping the future of member-owned financial institutions.📱 Connect With Us:🔔 Subscribe for more credit union leadership insights👍 Like if you found this valuable💬 Comment with your thoughts on branch vs. digital strategy🔗 Share with credit union professionals in your network⏱️ Timestamps:00:00 - Introduction00:49 - What keeps Rick going01:39 - Rick's journey into financial services03:25 - Managing experience, operations, and marketing04:59 - The North Star: Frictionless relevance06:30 - Branch vs Digital: The great debate09:45 - Changing member expectations11:59 - The toughest part of transformation13:32 - Growth strategy and building advocates#CreditUnion #MemberExperience #FinancialServices #DigitalTransformation #CreditUnionLeadership #FinTech #BankingInnovation #CustomerExperience #CreditUnionGrowth #OutlierPodcast