“The institutions we will see win with AI will be the ones that use it to become more human.” - Laurie Flanders

Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.

My guest on today’s show is Laurie Flanders, SVP of Client Experience & Growth at Strum Platform. She joins me for this episode to shed light on a common misconception about data: that collecting more of it automatically leads to better member experiences. Laurie challenges that assumption, exploring why data alone isn't enough. Instead, she explains what it takes for credit unions to transform information into meaningful action that delivers real value for members. She reflects on her unconventional career path from studying English to working in banking, risk management, branch operations, and ultimately helping credit unions strengthen relationships with members via technology.

Throughout our conversation, Laurie explains why understanding data matters far more than simply having it and how disconnected systems often prevent institutions from delivering the experiences that members expect. We also discuss Strum Platform's new CRM built specifically for credit unions and why an approach focused on relationships looks very different from the sales-first CRMs that dominate the market. Laurie explains how bringing member information together in one place can help employees serve members more effectively without adding yet another complicated system to their daily workflow.

As we wrap up the conversation, we turn to the timely topic of AI. Laurie makes the case that, rather than replacing employees, AI has the potential to eliminate tedious work, giving people more time to focus on what matters most: building genuine human connections. We discuss how credit unions can embrace emerging technology while staying true to the people-first philosophy that has always set them apart, and, of course, Laurie undergoes our usual round of rapid-fire questions. Enjoy this insightful conversation with Laurie Flanders!

Connect with Laurie:
Laurie Flanders, SVP of Client Experience & Growth at Strum Platform
strumplatform.com
Laurie: LinkedIn
Strum Platform: LinkedIn

Show notes from this episode:
Shout-out: Lee Allen
Shout-out: Laurie’s grandmother
Place mentioned: Scottsdale, AZ
Shout-out: MAC 2026 Conference
Book mentioned: Good to Great: Why Some Companies Make the Leap...And Others Don't by Jim Collins
Shout-out: Laurie’s children

In this episode:
[1:02] - We learn that Laurie originally wanted to be a middle school English teacher.
[2:00] - Laurie traces her journey from banking compliance to helping credit unions use member data.
[5:59] - Laurie reveals how Strum Platform unifies member data to deliver more personalized financial guidance.
[8:11] - Data creates value only when connected, understood, and turned into meaningful action.
[11:02] - Strum Platform's CRM gives every employee a unified view in order to strengthen member relationships.
[14:29] - Integrated systems improve personalized member service by keeping everyone on the same page.
[16:23] - AI should ultimately empower employees by strengthening human relationships, not replacing them.
[18:53] - Strum Platform will keep investing in AI, innovation, and partnerships to help credit unions thrive.
[21:00] - Laurie cites her grandmother as a perfect example of an effective leader.
[24:25] - Learn why Laurie recommends the book Good to Great.
[25:31] - Laurie prioritizes being fully present for both her family and her career in order to maintain balance.
[26:44] - Laurie argues that credit unions should use technology and data to strengthen relationships and guide future growth.