Podcast
Main Street AI
Hosted by Multimodal · EN
"Main Street AI" is an immersive content series probing the intricate intersection of humanity and artificial intelligence in the world of business and high-stakes industries.
Journey with us into stories of challenge and triumph of innovators navigating their unique industry mazes, and of the transformative power of AI seamlessly merging into these narratives. Think of it as "Masters of Scale" but customized for visionaries, pioneers, and enthusiasts in the ever-evolving AI-for-business space.
24episodes
Episodes
Newest firstAll episodes
Building AI That Credit Unions Actually Trust
5d ago00:51:46Tap to summarizeAnkur Patel interviews Phillip Autrey, COO at CUltivate.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastCUltivate is a CUSO and AI platform built for credit unions by credit union insiders. Phillip makes the case that big-tech AI hasn't earned the trust credit unions need to deploy it, the product should amplify employees instead of replacing them, and the smaller shops without IT staff are the ones most underserved by what's on the market today.Guest: Phillip Autrey, COO, CultivateHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Phillip1:09 What is CUltivate6:43 Why trust is the real barrier to AI adoption10:26 The credit union journey13:27 Context engineering15:39 The orchestration layer that picks the right tool18:47 The shared knowledge commons21:55 The credit union movement vs public banking23:45 What it takes to trust an AI tool30:21 Job displacement31:12 "If I only had time"34:42 Why AI makes you more ambitious, not idle36:59 Member experience and the human-agentic model40:32 The adoption curve across 4,500 credit unions45:11 Five years out and the off-ramps49:16 Closing
Transcribe →Why the 2nd Biggest Credit Union Is Conservative on AI
2w ago00:35:39Tap to summarizeAnkur Patel interviews Phil Caputo, Executive Vice President & Director of the Enterprise Project Management Office at State Employees' Credit Union.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastPhil runs the EPMO at SECU — the second-largest credit union in the US, nearly 3 million members, $60 billion in assets, on a core system older than many of its members. He makes the operator's case for being deliberately conservative on AI: why a late mover with a loyal, member-service-first base can afford to learn from others' pitfalls, how he separates real strategy from a wall of projects, and where AI does and doesn't earn a seat — governance and member service in, autonomous decisions out.Guest: Phil Caputo, Director of the Enterprise Project Management Office, State Employees' Credit UnionHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Phil0:43 What Phil walked into: a $60B credit union with no project governance2:12 Building structure and who pushes back hardest3:28 The missing middle: strategy between goals and projects5:31 Going from big idea to real outcome: the digital overhaul8:00 How governance and execution actually work at SECU9:00 Post-implementation reviews and the rewards-card example10:03 KPIs that measure outcomes, not activity11:51 Buy versus build15:02 AI as the next level of integration15:59 When is a conservative AI policy grounded versus behind18:34 Lessons from being conservative on prior technologies23:58 What actually motivates SECU to move25:13 Discovery: member requests, advisory boards, and tech debt27:00 Recurring themes for improving member satisfaction28:47 Which parts of the digital experience needed the most work31:06 Unifying channels into one member experience32:35 The members SECU has been missing33:19 Where AI could materially improve member experience in three years35:09 Closing
Transcribe →How CUSOs Let Credit Unions Compete on AI
3w ago00:39:34Tap to summarizeAnkur Patel interviews Randy Salser, President & CEO of NACUSO.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastRandy explains how the CUSO model empowers credit unions to compete on AI and stablecoin — how shared service organizations give a $500M institution a seat at the table next to JPMorgan, why the arbitrary 1% investment capital cap is the fight on Capitol Hill, and why AI adoption is a culture project led from the executive suite, not an IT project.Guest: Randy Salser, President & CEO, NACUSOHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Randy0:44 How Randy ended up running NACUSO2:10 Mapping the credit union, CUSO, and NACUSO model5:09 How CUSOs work and the seat at the table they buy10:34 Legacy tech stacks and the integration problem12:51 The friction NACUSO is trying to solve: the 1% cap13:51 Stablecoin, the Genius Act, and the capital cap fight16:35 Why advocacy matters for small credit unions18:38 What's actually blocking credit unions on AI26:24 Why stablecoin has to flow through CUSOs29:22 The cultural move before AI works technically33:17 The fintech threat: credit unions reduced to back-end37:46 What success looks like for NACUSO in 5-10 years38:51 Closing
Transcribe →What Lawyers See Before Credit Union AI Deals Go Wrong
4w ago00:41:10Tap to summarizeAnkur Patel interviews Michael Heller, Associate Attorney at Messick Lauer & Smith.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastMichael Heller is an Associate Attorney at Messick Lauer & Smith, where he focuses on vendor management, technology contracts, due diligence, and fintech partnerships for credit unions and CUSOs.Guest: Michael Heller, Associate Attorney, Messick Lauer & SmithHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction0:42 How Michael started in vendor management for CUs2:56 Credit unions, CUSOs, and where fintechs fit in4:14 The nature of the deals: vendor, M&A, and CUSO formation5:32 Where credit union and tech vendor deals actually go wrong7:39 Regulated stability vs. move-fast disruption9:26 Honeymooning and the seeds of discontent12:16 Why agentic AI deals are harder than traditional software14:53 Clear exit pathways and a robust change management process16:32 Indemnification, liability caps, audit rights17:58 Building a risk framework20:00 Tricks of the trade24:13 Setting up a long-term partnership and allocating risk25:00 AI in credit decisioning: who holds the liability?26:13 You can't outsource risk27:44 AI as a tool: the human in the loop stays on the hook29:44 State vs. federal AI regulation31:16 Right-sizing AI adoption for smaller credit unions34:17 How AI is reshaping the legal profession37:08 Why lawyers are a shield and the cost of getting it wrong38:14 What a credit union that gets this right looks like in 2-3 years40:08 Closing
Transcribe →Why This CU Rebuilt Its Entire Digital Front Door
Jun 900:49:40Tap to summarizeAnkur Patel interviews Courtney Rowan, SVP and Chief Digital and Transformation Officer at Citadel Credit Union. Courtney has spent 27 years watching digital go from a side project to the only front door, and she brings the rare full-arc operator perspective on what it takes to make that shift work. She breaks down the non-documentary onboarding rebuild that lifted funnel conversion 212%, the CDP/CXP stack overhaul behind true member individualization, and the three-pillar AI steering committee setting Citadel's strategy.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastGuest: Courtney Rowan, SVP and Chief Digital and Transformation Officer, Citadel Credit UnionHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Courtney0:55 What Courtney owns at Citadel1:54 Digital evolution: from side project to the front door5:00 Rewiring piecemeal digital channels so AI can be excellent7:51 One continuous experience across every channel10:04 What a charter expansion actually involves13:07 Onboarding with no branch: human-led, digitally enabled18:07 The fintech onboarding playbook19:46 The results: 212% funnel conversion and more21:35 Gen Z, values, and why credit unions get stuck25:15 Lots of data, no unified brain: building a CDP and CXP28:00 Don't drive a Porsche like a Ford31:13 Standing up an AI innovation steering committee32:52 Governance, education, enablement36:18 Adopting AI individual by individual37:57 AI as copilot, not a layoff plan39:02 Separating AI marketing hype from reality41:03 How Citadel employees use AI today44:15 Working with incumbent and new AI vendors46:58 The 3-5 year vision: banking that feels effortless48:55 Closing
Transcribe →How LMCU Cut a 150-Step Process to 15 with AI
Jun 200:50:06Tap to summarizeAnkur Patel interviews Chris Ortega, who leads technology transformation at Lake Michigan Credit Union, a $17B asset institution and the 13th largest credit union in the US. What's distinct about Chris's approach is that he restructures how the organization operates before deploying the tools — agile teams, a Center of Excellence, and a single Emerging Technology Governance Board that owns AI, RPA, and stablecoin. The episode covers how that structure was built, where RPA vs. agentic AI is the right call, and the cost discipline that keeps emerging tech from running away from the institution.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastGuest: Chris Ortega, CIO, Lake Michigan Credit UnionHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Chris Ortega0:32 Stabilizing the IT landscape at LMCU1:40 Inside a top credit union3:23 Building conviction for transformation5:20 The Center of Excellence and the three C's7:43 What surprised him about emerging tech9:31 Where traditional project management falls short11:25 Why agile fits today's pace14:06 One committee for AI, stablecoin, and whatever comes next15:53 From planning to execution to ROI18:33 Closing the gap between business and engineering22:09 Building trust through real back-and-forth24:35 Why remote teams are an asset, done right26:44 What smaller credit unions can take away29:20 Pick your tech, then match your partners to it33:25 Where agentic AI is showing up35:45 The HUMDA win: 150 steps cut to 1536:56 Mortgage, the call center, fraud, and audit38:51 The token-bill trap40:46 RPA vs. agentic AI44:13 AI bootcamps, lunch and learns, and Co-Pilot48:42 Star Trek, not Terminator
Transcribe →UKFCU's Change Agenda: New Mortgage Dept, Zest AI, First Merger
May 2800:42:02Tap to summarizeAnkur Patel interviews Lisa Highley, Chief Lending Officer at University of Kentucky Federal Credit Union (UKFCU). They chat about the credit union's new mortgage department, a rebuilt commercial lending operation, Zest AI live in consumer lending, GLIA live in the call center, and the institution's first merger.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastGuest: Lisa Highley, Chief Lending Officer, University of Kentucky FCUHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Lisa Highley1:03 UKFCU at $1.75B and the full lending portfolio2:30 Why the change agenda4:01 Diversifying out of indirect auto and home equity dependence5:46 Branch referrals driving the new mortgage department7:05 Build vs. buy9:04 What Empower automates in mortgage origination13:02 Document review pain still left for AI to solve17:13 How many hours a mortgage file still takes today18:27 Staying competitive in indirect auto22:00 Where software actually helps24:52 Why same-day funding matters to dealers25:57 Zest AI rollout, year-one goals, six-month review29:04 How UKFCU decides what Zest can auto-approve32:11 GLIA on day two33:30 Reducing after-hours call support by 70%34:30 Voluntary staff repurposing, not layoffs35:43 The case for AI close to the member37:03 Lessons from UKFCU's first merger40:17 Two-to-three-year vision
Transcribe →How Capital Credit Union Uses AI in Marketing: From Strategy to Adoption
May 2200:40:33Tap to summarizeAnkur talks with Steve Zich, Chief Marketing Officer at Capital Credit Union in Green Bay, Wisconsin, about an operator's playbook on deploying AI in the marketing department. The conversation goes deep on personalization done right (vs. creepy), competing with big banks and fintechs on community rather than spend, and the team-level mindset shift that makes AI adoption stick.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastGuest: Steve Zich, Chief Marketing Officer, Capital Credit UnionHost: Ankur Patel, CEO & Founder, Multimodal00:00 Intro00:38 What a credit union marketing operation actually owns01:34 Filtering AI signal from marketing theater — Steve's three filters05:06 Differentiating brand voice in a world driven by AI07:56 Rolling out Jasper12:56 Measuring ROI14:29 Content cannibalization16:45 What good personalization actually feels like21:49 Personal vs. creepy — drawing the line in member outreach24:34 Competing with big banks and fintechs on community + data33:17 The fear narrative around AI38:57 Why generations are shrinking40:23 Closing
Transcribe →How Wescom Lifted First Contact Resolution by 34% with Copilot
May 1900:28:15Tap to summarizeAnkur Patel interviews Hashim Forrester, SVP of Remote Service Delivery at Wescom Financial — one of the largest credit unions in Southern California. Hashim brings three decades of operations and service delivery experience, and his team has become the trailblazers for AI adoption at Wescom — running Copilot in production, deploying intelligent virtual assistants on the phone system, and building out AI-driven quality assurance.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastGuest: Hashim Forrester, SVP of Remote Service Delivery, Wescom FinancialHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Hashim Forrester1:02 Inside Wescom's remote service delivery1:54 From single-channel to omnichannel banking3:52 Volume across channels: 1M+ inbound calls5:01 The Anywhere Branch7:46 Omnichannel's knowledge problem10:56 Rolling out Copilot14:54 Why the first Copilot launch failed17:25 Where Copilot ends and member data begins20:46 Three years of intelligent virtual assistants24:46 Moving QA from random sampling to 100% coverage27:48 Prioritizing AI use cases: member-first, not tech-first30:06 Build vs. buy35:27 Driving real ROI39:04 Closing the AI adoption gap44:06 The future: agentic AI, but with humans in the driver's seat
Transcribe →How a Credit Union CIO Picks Vendors in the AI Era
May 1500:48:53Tap to summarizeAnkur Patel interviews Jeffrey Staw, Chief Information and Innovation Officer at Firefighters First Credit Union. Firefighters First has one of the most unique membership models in the industry, serving career firefighters and their families exclusively. Jeffrey brings a rare dual perspective, having previously led one of the most influential CUSOs in the country doing large-scale technology work for some of the biggest credit unions in the US.📩 Subscribe to the Main Street AI Newsletter: https://multimodal.beehiiv.com/subscribe?utm_source=podcast&utm_medium=description&utm_campaign=podcastGuest: Jeffrey Staw, Chief Information and Innovation Officer, Firefighters First Credit UnionHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Jeffrey Staw1:01 Inside the firefighters-only membership model3:27 Specialty products for a specialty membership10:23 High tech + high touch at national scale14:25 Best-of-breed vs. single-vendor20:07 Why he says no to AI-first vendor pitches24:27 Deploying Copilot across the org28:02 Closing the AI adoption gap with frontline employees33:37 What RPA can teach us about the agentic wave39:29 The data exfiltration risk everyone's forgetting42:03 Adapting AI to non-technical executives44:40 Lessons from the CUSO world46:54 The 5-year vision
Transcribe →