The CUInsight Experience

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244

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Oct 2026

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The CUInsight Experience podcast is hosted by Randy Smith, co-founder of CUInsight.com , and Jill Nowacki, founder and president/CEO of Zealyst . In each episode, they explore leadership, life, and the credit union movement through candid conversations with industry leaders and changemakers. Together, they uncover lessons, insights, and experiences that help listeners become better leaders and strengthen the movement we all serve. The CUInsight Experience is produced by John Pettit, Managing Editor of CUInsight.com .

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November 6, 2026Episode 24541 min

Celebrate with Juan Fernandez (#245)

“Joy and fun should play a big role in the way we lead.” – Juan Fernández Welcome to episode 245 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight , and Jilly Nowacki, co-founder, president and CEO of Zealyst . This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience. Learn more here ! In this 2026 season, Jilly and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too. For this episode, we are thrilled to welcome back Juan Fernández , President and CEO of Luminate . He joins us to talk about the fact that celebrating wins isn’t just about recognizing accomplishments. Leaders tend to always be looking toward the next goal, the next challenge, or the next big accomplishment, but what happens when we're so focused on the future that we forget to appreciate how far we've already come? Juan shares how his team makes time every Friday to reflect on their accomplishments, acknowledge challenges, and recognize the contributions of their colleagues, and we talk about why celebrating the little things matters just as much as recognizing major milestones. We also discuss how leaders can make appreciation meaningful by understanding what makes each individual feel valued. After all, public recognition might be exciting for some people, but others would much rather receive a quiet thank you or a personal gesture. We also explore how celebrating progress can help build up momentum during periods of organizational change, why creating a culture where people can learn from failure is essential to innovation, and how gratitude evolves as we grow into leadership roles, with Juan sharing stories about two influential people who helped shape his career and reinforced the importance of leading with purpose, serving overlooked communities, and making others feel supported along the way! Because leadership shouldn't be all work and no play, we also get into the role that fun and joy should have in the workplace. From creative team celebrations to the everyday practices that help us stay grounded and grateful, there's plenty to consider about how we create environments where people actually want to show up and contribute. Ultimately, our conversation in this episode is a reminder that great leadership isn't just about reaching the destination but is about recognizing the people who help us get there, appreciating the progress along the way, and making room to enjoy the journey together! Enjoy our conversation with Juan Fernández! Connect with Juan : Juan Fernández, President & CEO of Luminate luminate.coop Juan: LinkedIn Luminate: LinkedIn | Facebook Want to hear more from Juan? Click here . Subscribe on: Apple Podcasts and Spotify Books mentioned on The CUInsight Experience podcast: Book List Show notes from this episode: Sponsor: Trellance Shout-out: Microsoft Teams Shout-out: Carl Clark Shout-out: Bright Balanced Solutions Shout-out: Nanci Wilson Shout-out: The Credit Union League of Connecticut Place mentioned: Connecticut Place mentioned: Louisiana Shout-out: Jen Oliver Shout-out: Montana’s Credit Unions Place mentioned: Montana Shout-out: Joy Cousminer Place mentioned: New York City , NY Place mentioned: Bronx , NY Shout-out: MapQuest Shout-out: Guadalupe Credit Union Shout-out: Tanya Romero-Sturgeon Shout-out: Whole Foods Shout-out: Juan’s dog Previous guests mentioned in this episode: Juan Fernandez ( #114 ) In This Episode: [2:37] - Juan highlights the importance of reflecting on accomplishments, celebrating wins, and acknowledging team challenges. [4:41] - Two major milestones for Juan include an approved innovation budget and Bright Balanced Solutions' expanding credit union partnerships. [6:22] - Juan highlights personalized recognition, important celebrations, and understanding what motivates employees. [9:37] - It's important for employees to take initiative, while leaders must ask how people prefer recognition and genuinely honor their preferences. [12:57] - Hear how, despite busy schedules, leaders need to pause to celebrate achievements and provide employees with positive feedback. [14:57] - Reflecting on progress and celebrating small wins helped change organizational culture and unite employees around shared goals. [17:19] - Learn how Luminate celebrates team and credit union wins via social media, creative gatherings, and memorable organizational events. [19:58] - Jill discusses celebrating mistakes to help strengthen psychological safety, encourage learning, and normalize failure. [21:04] - Juan highlights how embracing failure, recognizing teamwork, and expressing gratitude are essential to innovation and growth. [24:28] - Jill explains how gratitude evolves with leadership experience as individuals increasingly recognize others' contributions to success. [27:32] - Juan reflects on influential mentors who inspired his career via compassion, coaching, and commitment to underserved communities. [30:34] - Jill explains how building up gratitude changes perspectives, strengthens resilience, and helps leaders recognize life's positives during challenges. [31:34] - Randy shares how practicing gratitude has made expressing appreciation more natural and intentional throughout everyday interactions. [33:14] - What helps keep Juan connected to gratitude? [35:56] - Juan highlights that hiring joyful team players and encouraging positive workplace culture are so important to organizational success. [38:54] - Juan recommends that leaders let their guards down and have fun at work with their teams. Send us Fan Mail

October 23, 2026Episode 24443 min

Replenish (#244)

“We are all super unique, and what replenishes one person is going to be completely different than what works for somebody else.” – Jilly Nowacki Welcome to episode 244 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight , and Jilly Nowacki, co-founder, president and CEO of Zealyst . This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience. Learn more at Trellance.com ! In this 2026 season, Jilly and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too. For this episode, it’s just us, no guest, and we are discussing the word that we have chosen for this episode: replenish. What does it really mean to replenish ourselves, and why is it so important to how we lead? Join us for this conversation about something we can all lose sight of when we’re focused on our work, our teams, and everyone counting on us: making time for the things that fill our own cups. We have spent a lot of time talking about purpose-driven leadership, and in this episode, we’re looking at how taking care of ourselves is part of that equation. We talk about how our definitions of success and fulfillment change over time, why working harder and longer isn’t always the answer, and how getting enough rest, exercising, trying new things, and stepping away from work can help us show up as better versions of ourselves. We also get into the difference between being busy and feeling fulfilled because, let’s face it, we’re all busy, but are we making room for the people, experiences, and activities that genuinely bring us joy? We share some thoughts on finding those unexpected moments of connection, surrounding ourselves with positive people, and being intentional about the energy we bring into a room. Of course, knowing what replenishes us is only half the battle. We talk about setting boundaries, learning to say no without feeling guilty, protecting our time, and making small changes that help us prioritize what matters. We also explore what all of this means for leaders, from recognizing our own strengths to creating workplaces where people can recharge, pursue their passions, and feel valued as whole human beings. Our biggest takeaway, though, is what fills one person’s cup might do absolutely nothing for someone else, and that’s okay. Whether it’s booking a plane ticket, discovering a love of gardening, or simply making space for a good conversation, we all need to find what lights us up. Join us as we talk about replenishing our energy, making room for joy, and why taking care of ourselves isn’t separate from leading well. It’s part of what makes great leadership possible! Subscribe on: Apple Podcasts and Spotify Books mentioned on The CUInsight Experience podcast: Book List Show notes from this episode: Sponsor: Trellance Shout-out: Jill’s son Crosby Shout-out: Jill’s friend Shout-out: Sierra Shout-out: Carolyn Reeves Shout-out: CliftonStrengths Shout-out: Jill’s brother Shout-out: Jill’s niece Shout-out: Zoom Place mentioned: Camino de Santiago Place mentioned: The Moon Shout-out: Google Shout-out: GAC Shout-out: Chaz Rzewnicki Shout-out: Vibe Credit Union Place mentioned: Michigan Previous guests mentioned in this episode: Mark Zook ( #230 ), Julie R Ferguson ( #47 ), Kelly Botti ( #238 ), & Chuck Fagan ( #5 & #176 ) In This Episode: [0:40] - We are talking in this episode about leaders needing to prioritize self-care, rest, and activities that bring them joy. [3:02] - Reframing rest as an investment in better experiences can help leaders disconnect from work and redefine success. [5:21] - We discuss how leaders achieve greater long-term success by prioritizing personal well-being over working constantly. [8:17] - It’s important for leaders to leverage strengths to boost energy, delegate effectively, and find fulfillment beyond being busy. [11:40] - Staying busy can mask a lack of fulfillment, making it so important to discover meaningful activities. [13:48] - We talk about how new experiences and meaningful conversations with passionate people help us disconnect and replenish ourselves. [16:39] - We explore how joyful connections and positive conversations can replenish us, beginning with replacing “busy” with “full.” [19:38] - Surrounding ourselves with positive people and bringing that energy ourselves helps shape relationships, leadership, and everyday interactions. [22:38] - Hear us discuss making time for what replenishes us, rather than treating joy as a reward for finishing work. [24:19] - Saying no without guilt protects our time, creates space for what fulfills us, and rarely damages relationships. [27:55] - Hear how setting small boundaries and building simple habits can help us reclaim our time without waiting for permission. [30:15] - We encourage gradual, intentional changes over perfection. [32:38] - Great leaders celebrate what energizes their people and create space for everyone to thrive as whole humans! [34:51] - We explore how leaders can model work-life balance, create growth opportunities, and celebrate successes without spreading negativity. [37:40] - We encourage finding what replenishes you, trying new experiences, and surrounding yourself with positive people. [40:54] - Jill highlights the importance of listening to our bodies, making room for what lights us up, and recognizing that self-care is essential to great leadership! Send us Fan Mail

October 9, 2026Episode 24348 min

The Way with Peter Rice (#243)

“You need an inner strength, but you also need somebody there when moments get tough.” – Peter Rice Welcome to episode 243 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight , and Jill Nowacki, President and CEO of Zealyst . This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience. Learn more at Trellance.com ! In this new 2026 season, Jill and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too. For this episode, we are joined by Peter Rice , CEO at Hanscom Federal Credit Union . Jill and I recently returned from walking the Camino de Santiago in Spain, and our experience on the trail got us thinking about what a long walk can teach us about purpose, resilience, leadership, and simply being human. Peter has walked the Camino five times and is already planning a sixth time. For him, the Camino became part of his life during one of its most difficult chapters. After his wife Marie was diagnosed with terminal cancer and later passed away, Peter made the extraordinary decision to walk the Camino with his two young sons. What began as a way to honor a promise became a tradition that has shaped his family, his understanding of leadership, and ultimately his path into the credit union movement! We talk with Peter about some of the key moments on the trail that changed him, including a particularly painful experience with his son Sam which he later revisited a decade later under completely different circumstances. We explore what happens when the trail strips away titles, technology, schedules, and everything we think that we need, leaving us with little more than our purpose and the next step in front of us. Peter also reflects on how the Camino influenced his approach to leadership: when to push, when to stop, how to support someone without taking away their agency, and why leaders need to have difficult conversations before frustration becomes actual conflict. He opens up about vulnerability, grief, family, love, failure, and the lessons he learned while walking alongside his colleagues, and, along the way, we discover some surprising connections between the cooperative spirit of the Camino and the credit union movement, and we consider what it really means to lead with purpose when the path ahead isn't always clear. We hope that you enjoy this inspirational and insightful conversation with Peter Rice! Subscribe on: Apple Podcasts and Spotify Books mentioned on The CUInsight Experience podcast: Book List Connect with Peter: Peter Rice, C.E.O. at Hanscom Federal Credit Union hfcu.org Peter: LinkedIn Hanscom Federal Credit Union: LinkedIn | Facebook | Instagram | X | YouTube Show notes from this episode: Sponsor: Trellance Place mentioned: Camino de Santiago Place mentioned: Dublin , Ireland Place mentioned: Guinness Storehouse Place mentioned: St. James’s Gate Shout-out: Peter’s wife Marie Place mentioned: Melide , Spain Shout-out: Martin Sheen Film mentioned: The Way Shout-out: Peter’s two sons Book mentioned: Break or Become: How Hard Roads Make Better Leaders by Peter Rice Shout-out: Coldplay Shout-out: Peter’s partner Laurie Shout-out: Jack Welch Shout-out: General Electric Shout-out: Boy Scouts Generation mentioned: Boomers Generation mentioned: Generation X Generation mentioned: Generation Z Place mentioned: Lisbon , Portugal Shout-out: David Sprague Article mentioned: “ What New CEOs Should Ask Themselves in Their First 100 Days ” from Harvard Business Impact Shout-out: Tom Boodry Shout-out: Fisher House Boston Shout-out: Mass General Shout-out: Peter’s colleagues “Alex” and “Sarah” Shout-out: Band-Aids Shout-out: Marines Place mentioned: New Jersey In This Episode: [2:45] - Hear how Peter discovered the Camino while grieving his wife and decided to walk it with their young children. [5:48] - Peter's five Caminos inspired Break or Become , a book about grief, purpose, family, leadership, and perseverance. [8:55] - Peter states that the Camino strips away status and comfort, revealing character via physical challenges and difficult moments. [9:52] - Hear how Peter learned that true character emerges when plans fail and exhaustion demands inner strength and resilience. [11:49] - Ten years later, Peter watching his son with autism confidently cross the same bridge transformed a painful memory into triumph. [14:56] - The Camino offers leaders rare space for reflection, presence, silence, and escape from life’s relentless pace! [16:20] - The Camino teaches resolve, purpose, consistency, and perseverance via its stripped-down demands. [19:54] - Hear how repeated Camino journeys help Peter stay present while offering space for reflection and unexpected connections. [21:58] - Peter reflects on how his second Camino with Laurie became a meaningful exploration of love, blended family, and shared purpose. [25:15] - Peter encourages people to find their tribe and move beyond their comfort zones with courage. [26:53] - Despite changing leadership styles, Peter highlights purpose, inner strength, and mutual encouragement across generations. [29:03] - Peter reveals how the Camino’s cooperative spirit inspired Peter to pursue credit unions and embrace democracy and trust. [31:51] - Hear how Peter’s third Camino reflected family milestones, grief, leadership, and the lasting impact of compassionate colleagues. [34:37] - A fundraising Camino blended Peter’s personal experiences with workplace leadership challenges. [37:39] - Peter touches upon having learned to address concerns early with empathy, supporting employees before frustration turns into discipline. [39:44] - A colleague of Peter's dehydration forced Peter to balance leadership responsibilities with protecting an employee’s wellbeing. [42:57] - Peter empowered his colleague to choose wisely, witnessing extraordinary determination that carried him into Santiago. [45:04] - Peter's colleague's hidden emotions taught Peter to embrace vulnerability while staying grounded in purpose and values! Send us Fan Mail

September 25, 2026Episode 24245 min

Next with Sarah Wainscott (#242)

“Sometimes, you just need someone to say, ‘You’ve got this.’” - Sarah Wainscott Welcome to episode 242 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight , and Jill Nowacki, co-founder, president and CEO of Zealyst . This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience. Learn more here ! In this 2026 season, Jill and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too. For this episode, we are joined by Sarah Wainscott , President and CEO at The Wisconsin Credit Union League . Join us as we discuss what it really means to lead for what comes next, with Sarah talking about one of the responsibilities of leadership that doesn’t always get enough attention: creating the conditions for other people to lead. She shares the experiences which helped shape her own leadership journey, including mentors who invited her into rooms before she even saw herself as someone who belonged there. We discuss the value of saying yes to unfamiliar opportunities, learning by watching other leaders, and recognizing that you don’t have to know everything before stepping forward. Sarah also reflects on the moments when she had to acknowledge her own limitations, build expertise where she needed it, and trust other people to bring strengths that she didn’t have. From there, we turn the conversation toward developing the next generation of leaders, not simply people who are younger but anyone who is stepping into something new. Sarah explains what she looks for in people with leadership potential, why curiosity and a willingness to ask for feedback are so important, and how leaders can avoid making decisions about someone else’s capabilities or ambitions for them. We also explore what it looks like to hand over responsibility, establish clear expectations, and give people enough room to discover what they can do. We also talk about the importance of creating a workplace where people can try new things, honestly debrief what happened, and learn from both successes and mistakes. Sarah then shares her perspective on communication, managing expectations, collaboration, and understanding the unique value each person brings to a larger mission! Finally, we look at leadership as something that extends beyond any individual tenure. Via Sarah’s experience with the Tri-State Collaborative and her own vision for the Wisconsin Credit Union League, we consider what it means to inherit someone else’s vision while still giving it room to evolve, and Sarah leaves us with a simple challenge for every leader: don’t say no for someone else. Sometimes, all someone needs is an opportunity and someone willing to say, “I have confidence in you. You’ve got this.” Enjoy our conversation with Sarah Wainscott! Find the full show notes on cuinsight.com . Connect with Sarah: Sarah Wainscott, President and C.E.O. at the Wisconsin Credit Union League theleague.coop Sarah: LinkedIn The Wisconsin Credit Union League: LinkedIn | Facebook | Instagram | YouTube | X Subscribe on: Apple Podcasts and Spotify Books mentioned on The CUInsight Experience podcast: Book List Book mentioned: Yes Please by Amy Poehler Previous guests mentioned in this episode: George Hofheimer ( #33 ); Tracie Kenyon ( #12 , CUInsight Network episode #64 , & #209 ); Gerry Singleton ( #164 ); Mara Humphrey ( #166 ) In This Episode: [2:34] - Sarah credits mentors and professional committees with building her confidence to step into leadership roles! [5:22] - Hear how experience observing others has helped Sarah develop adaptable skills for handling unpredictable professional interactions. [6:29] - Sarah's advocacy experience strengthened her leadership instincts while teaching her to recognize and address her own limitations. [8:46] - What advice would Sarah offer her younger self? [10:24] - Hear how mentors created opportunities for Sarah, inspiring her to encourage curiosity, initiative, and meaningful contributions among her team. [13:52] - Sarah hopes to create opportunities for others by encouraging them to pursue possibilities without preemptively saying no. [16:04] - Jill reveals how she realized that leaders should let employees make their own choices rather than assuming what they want. [17:16] - We discuss how unexpected career opportunities open doors for leaders, who must empower others to walk through them independently. [18:57] - Sarah trusts her team to lead independently as she offers perspective, guidance, and occasional reminders about important things. [21:20] - Sarah highlights the importance of honest debriefing as a way to learn from experiences and improve work in the future. [23:53] - Rapidly changing circumstances require leaders to continually rethink how they prepare for the next generation. [26:13] - Managing expectations and recognizing one’s unique value are essential skills for effective leadership and collaboration. [30:09] - Hear how effective collaboration brings diverse skills and experiences together to better reach shared goals. [33:14] - Trust, transparency, and shared commitment have strengthened the collaborative relationship among the three leagues. [36:32] - Sarah argues that meaningful partnerships ultimately depend on serving members and pursuing a greater purpose. [38:13] - Sarah expresses hope that her team embraces meaningful work, personal balance, confidence, and long-term growth. [41:55] - Sarah uses a baseball example to illustrate the fact that sometimes, someone just needs to be reassured that “you’ve got this.” Send us Fan Mail

September 11, 2026Episode 24147 min

Signals with Michael Wilson (#241)

“Be willing to fail, own it, pivot, and try the next thing. Because you’re going to win more than you fail.” – Michael Wilson Welcome to episode 241 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight , and Jill Nowacki, co-founder, president and CEO of Zealyst . This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience. Learn more at Trellence.com ! In this 2026 season, Jill and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too. For this episode, we are happy to be joined by Michael Wilson , President & CEO of Members 1st Federal Credit Union in Pennsylvania. He joins us for this episode to help us take on what it means to “see around corners” as a leader. After all, none of us can predict the future, but some leaders really seem to have a knack for recognizing when something is changing, separating meaningful signals from noise, and getting their organizations ready before everyone else catches up, and Michael brings a truly fascinating perspective to the conversation. Coming from a marketing background and now leading a large credit union, Mike has embraced technology, AI, and new approaches to growth while remaining focused on something that he personally considers non-negotiable: bringing people along for the ride. We talk about how he filters through all those “squirrels” running around in the industry, determines which emerging trends deserve attention, and creates a safe environment for experimentation. The three of us also get into the very real friction that can build up inside an organization. Mike shares how Members 1st went from having 479 systems to identifying and automating more than 500 processes that associates themselves said were slowing them down. For Michael, making work easier isn't simply an exercise of efficiency; it gives people more time to do the work that matters. Then, we get into why Mike believes that AI governance needs to be an enterprise responsibility rather than something handed off to the CIO. He discusses how his credit union built an AI sandbox and even how AI avatars became part of a board strategic planning retreat. More importantly, we explore why “just because you can doesn't mean you should” is such an important principle when experimenting with new technology. Finally, we discuss curiosity, the importance of being willing to say, “I was wrong,” and what leaders can do to leave their credit unions stronger than they found them. This is truly a conversation about looking forward without losing sight of the people and purpose that make the journey worthwhile, so we hope that you enjoy our conversation with Michael Wilson! Find the full show notes on cuinsight.com . Connect with Michael: Michael Wilson, President & CEO of Members 1st Federal Credit Union members1st.org Michael: Central Penn Business Journal Members 1st Federal Credit Union: LinkedIn | Facebook | Instagram | X Subscribe on: Apple Podcasts and Spotify Books mentioned on The CUInsight Experience podcast: Book List Show notes from this episode: Sponsor: Trellance Place mentioned: Philadelphia , PA Shout-out: Federal Reserve Banks Shout-out: Salesforce Shout-out: Jack Henry Place mentioned: Africa Shout-out: Becky Smith Shout-out: APG Federal Credit Union Shout-out: NCUA Shout-out: Eric Bush Shout-out: Facebook Shout-out: LinkedIn Song mentioned: “ No Diggity ” by Blackstreet Previous guests mentioned in this episode: Kelly Botti ( #238 ) & John Bratsakis ( #214 ) In This Episode: [2:50] - Mike believes that disciplined leaders need to separate meaningful innovation from hype while bringing their workforce along safely. [5:08] - Hear how Mike balances outside perspectives with industry experience, using governance and security to encourage experimentation. [7:17] - Members 1st builds culture collaboratively, using input from employees to automate more than 500 tedious processes. [9:50] - Reducing workplace friction is important because, like consumers, employees have little tolerance for unnecessarily difficult systems. [11:13] - Mike reflects on Members 1st having replaced fragmented systems and poor governance to create greater efficiency and better data. [14:55] - Mike reveals how shared goals have changed leadership incentives, fostering collaboration and helping the credit union accomplish more quickly. [18:30] - Mike encourages disciplined AI adoption that prioritizes governance, ROI, and regulatory considerations over hype. [20:02] - Hear about how a governance framework and AI officer enable Members 1st to experiment safely prior to deployment. [22:08] - AI avatars have enhanced strategic planning, but Mike highlights disciplined use cases over technology for technology’s sake. [24:32] - Beginning with governance enabled Members 1st to quantify AI’s benefits while freeing underwriters for deeper analysis. [26:15] - Associate-driven ideas guide technology decisions, whereas critical thinking remains essential with AI’s growing influence. [29:27] - Mike demonstrates AI’s inability to replace critical thinking, accurate analysis, and responsible governance. [32:24] - Transparency about goals, results, and setbacks builds trust and makes organizational change easier! [34:10] - Mike advocates for restoring industry-wide collaboration while urging CEOs to understand AI, regulation, and vendor risks. [34:10] - Mike believes that vendor transparency should be mandatory, with shared frameworks helping credit unions adopt AI responsibly and efficiently. [37:49] - Hear how a strong leadership team balances calculated risk with entrepreneurship while staying curious and challenging complacency. [40:02] - Mike believes that stablecoins are underestimated, prompting his credit union to develop a responsible strategy. [43:45] - New leaders need to embrace transparency and calculated risks, while experienced leaders must invest in developing successors. Send us Fan Mail

August 28, 2026Episode 24046 min

Opportunity with Danielle Milner (#240)

“Constantly proving yourself is a privilege.” – Danielle Milner Welcome to episode 240 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight.com , and Jill Nowacki, co-founder, president and CEO of Zealyst . This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience. Learn more here ! In this 2026 season, Jill and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too. For this episode, we are thrilled to bring on Danielle Milner , CEO of First Responders Credit Union in Boston, to help us discuss the concept of opportunity. Listen in as Danielle reflects on her first year as CEO, including the unexpected lessons that came from moving across the country and stepping into a leadership role at an organization with such a strong history and identity. She shares how her team and board welcomed her almost immediately and how a family emergency shortly after her arrival showed her just how much care and connection existed within the organization even after just a small amount of time. From there, we talk about the importance of authenticity when deciding who we want to work with and how experience can make it easier to recognize when a relationship simply isn’t the right fit. We also explore the expectations leaders carry into new roles and the surprising ways that those expectations can change once we’re in the seat. A big part of our conversation is centered on Danielle’s “notebook” of ideas and the discipline required to decide which ones deserve action. We discuss why saying no can create opportunity, how leaders can communicate priorities more clearly, and why inviting people to challenge our ideas can create authentic ownership rather than just compliance. Danielle enthusiastically explains why growing other leaders is her favorite part of leadership, while we talk about how curiosity, trust, and even a willingness to “poke holes” can help teams make better decisions. We also take a close look at developing talent via stretch assignments, recognizing strengths we may not initially see in people, and building leadership teams that complement our own weaknesses. Finally, as we get close to the end of our conversation, we look ahead at the credit union movement and the need to focus less on tools like AI and more on the outcomes that such tools are supposed to create. For Danielle, relevance starts with understanding who we serve and why it matters, and we finally do wrap up with a thought for anyone pursuing a leadership role: sometimes, the right opportunity isn’t just about finding the right seat but is rather about finding the right home for that seat! Enjoy our conversation with Danielle Milner! Find the full show notes on cuinsight.com . Connect with Danielle: Danielle Milner, CEO of First Responders Credit Union firstresponderscu.org Danielle: Muck Rack First Responders Credit Union: LinkedIn | Facebook | Instagram Subscribe on: Apple Podcasts and Spotify Books mentioned on The CUInsight Experience podcast: Book List Show notes from this episode: Sponsor: Trellance Shout-out: Danielle’s mom Shout-out: Danielle’s board Shout-out: Humanidei Shout-out: NACUSO Shout-out: Greg Michlig Shout-out: Navy Federal Credit Union Story mentioned: “ The Emperor’s New Clothes ” by Hans Christian Andersen Shout-out: Jill’s colleague Sierra Shout-out: Microsoft Excel Shout-out: Mike Wilson Shout-out: Members 1st Federal Credit Union Shout-out: Becky Smith Shout-out: APG Federal Credit Union Shout-out: MD/DC Credit Union Association Previous guests mentioned in this episode: Mark Zook ( #230 ); Tracie Kenyon ( #12 , CUInsight Network episode #64 , & #209 ); Lauren Culp ( #39 , #115 , & #211 ) In This Episode: [2:05] - Hear how Danielle discovered that supportive relationships helped her overcome doubts about becoming a C.E.O. [5:37] - It's important for leaders to recognize when saying no creates better opportunities than automatically accepting them. [6:21] - Authenticity helps leaders determine which professional relationships are truly compatible and trustworthy. [9:45] - Stepping into a new leadership role requires authenticity while recognizing the need to also constantly prove yourself. [12:50] - Hear how ownership taught Jill to trust herself while embracing the responsibility of setting her own expectations. [15:55] - Danielle sees opportunity in prioritizing people over an endless workload. [18:46] - Effective leaders need to carefully prioritize ideas according to their available resources and timing. [19:33] - Danielle reflects on having learned that clearly communicating priorities helps her team distinguish future possibilities from immediate action. [22:04] - Danielle touches upon how she uses constructive feedback to make individual ideas stronger. [24:15] - We talk about how leaders can turn constructive criticism into stronger ideas by encouraging people to identify solutions rather than just problems. [26:11] - Great leaders create curiosity, develop others, and use honest conversations to help people grow. [28:51] - It's important for credit unions to embrace imagination to create change. [30:55] - Effective leaders recognize their weaknesses, build trust, and surround themselves with complementary strengths. [33:42] - Learn how giving people new opportunities can reveal untapped strengths and expand their potential. [36:20] - Hear how stretch assignments provide valuable development opportunities, especially within smaller credit unions. [37:28] - Credit unions need to prioritize member relevance over technology when shaping their strategies. [40:27] - AI should support member-focused strategies rather than becoming the strategy itself. [43:57] - Danielle offers invaluable advice: trust that the right professional “home” will find you rather than obsessing over a specific position. Send us Fan Mail

August 14, 2026Episode 23943 min

Energized with Deonne Christensen (#239)

“The culture isn’t just a sidecar to the credit union motorcycle. It has to be the fuel that runs what we do.” — Deonne Christensen Welcome to episode 239 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight , and Jill Nowacki, co-founder, president and CEO of Zealyst . This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience. Learn more here ! In this 2026 season, Jill and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too. For this episode, we are so excited to bring Deonne Christensen to the show! Deonne is the President and CEO of Mazuma Credit Union , and she joins us to discuss what it means to be energized and why it matters. We explore what it really takes to create a workplace where people feel connected, supported, challenged, and excited to contribute, and Deonne shares how Mazuma’s culture evolved from a well-intentioned but sometimes awkward collection of ideas into something much more sincere and woven into the way the organization operates. We talk about why culture requires more than pizza parties, perks, or carefully crafted slogans, with Deonne explaining the importance of building the infrastructure that allows culture to thrive, giving teams ownership of it, and learning to recognize when an organization’s attempts at creating energy are actually missing the mark. She shares some wonderfully candid stories along the way—including mandatory member high-fives, branch dance parties, and a particularly memorable chocolate-fountain-filled commercial! The three of us also explore the connection between culture and purpose, including Mazuma’s emphasis on helping employees identify their own purpose and understand how it connects to the organization. Deonne talks about belonging, particularly for people who don’t fit the stereotypical image of an energetic or outgoing workplace culture, and why healthy cultures need both positivity and accountability. Deonne also reflects on her own evolution as a leader and the realization that being kind and caring doesn’t mean sacrificing effectiveness, and we discuss how leaders can care deeply about their people while still holding them accountable. Deonne offers some practical advice for anyone who feels that their career has become too closely tied to titles or positions, encouraging listeners to separate their identities from the corporate ladder and reconnect with their own purpose. This is truly a conversation about culture, purpose, belonging, leadership, burnout, humor and the energy we create for the people around us, and we hope that you enjoy our conversation with Deonne Christensen! Connect with Deonne: Deonne Christensen, President and CEO of Mazuma Credit Union mazuma.org Deonne: LinkedIn Mazuma Credit Union: LinkedIn | Facebook | Instagram | YouTube | TikTok Subscribe on: Apple Podcasts and Spotify Books mentioned on The CUInsight Experience podcast: Book List Show notes from this episode: Sponsor: Trellance Shout-out: Mazumans Film mentioned: Willy Wonka & the Chocolate Factory Shout-out: Chick-fil-a Character mentioned: Michael Scott TV series mentioned: The Office Shout-out: Deonne’s four teenagers Shout-out: CUES Symposium Shout-out: Claude Shout-out: Zoom Shout-out: Mazuma’s Chief Risk Officer Shout-out: Mazuma’s Chief Information Officer Previous guests mentioned in this episode: George Hofheimer ( #33 ); Kelly Botti ( #238 ) In This Episode: [2:02] - Deonne believes that a strong culture requires leadership investment, infrastructure, and space for people to take ownership. [4:49] - Early culture efforts can easily miss the mark when they don’t reflect employees’ and members’ real experiences. [6:10] - Deonne asserts that culture should fuel meaningful work without creating forced or disconnected experiences for employees and members. [9:07] - Hear how Deonne's employees have refined the culture by integrating its values naturally into their everyday work. [10:43] - Personal purpose helps employees align their work with something deeper than just compensation or status. [13:08] - Deonne and Jill discuss how work is a type of a relationship. [15:31] - Hear how a healthy culture makes everyone feel they belong and can contribute, regardless of personality type. [18:05] - Deonne reflects on how, after years of leadership effort, employees eventually took ownership of the culture before pandemic fatigue dimmed its spark. [19:48] - Rebuilding culture requires addressing struggles directly rather than allowing conflict or burnout to go unresolve [22:19] - Jill and Deonne talk about how core values define how teams handle conflict, accountability, and challenges while supporting a healthy workplace culture. [25:24] - Deonne argues that effective leadership combines kindness and empathy with accountability and high expectations. [28:14] - A strong workplace balances caring for individuals with serving a purpose larger than themselves. [31:27] - Sharing cultural leadership empowers teams while allowing leaders to recharge and maintain energy. [34:39] - Hear how, even though she loves people, Deonne is an introvert and sometimes needs time to recharge her social battery. [36:26] - Deonne advises how discovering personal purpose can free people from defining success through titles, positions, or advancement. [38:52] - Deonne offers an example of how embracing humor can make stressful work more manageable and memorable. Send us Fan Mail

July 31, 2026Episode 23845 min

Transitions with Kelly Botti (#238)

“You get this feeling that your job as a leader is to sink the long putt. But your job is to caddy.” – Kelly Botti Welcome to episode 238 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight.com , and Jilly Nowacki, co-founder, president and CEO of Zealyst . This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience. Learn more here ! In this 2026 season, Jilly and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too. For this episode, we are so thrilled to welcome Kelly Botti - President and CEO of Trumark Credit Union ! She joins us to talk about how leadership transitions rarely happen as cleanly as a new title or promotion suggests. We discuss the personal side of change—the uncomfortable stretch of time and growth between who we were and who we're becoming, and we unpack why the biggest leadership shifts often happen internally long before anyone else even notices them! Listen in as Kelly reflects on stepping into executive leadership at a young age, the pressure to prove herself, and how chasing credibility sometimes pulled her away from authenticity. We talk about why experience and not just intelligence often shapes stronger leaders, how mentorship can fill the gaps that life hasn't yet provided, and why trying to have all the answers often acts as an obstacle to actual influence. The three of us share our own stories of early-career missteps, the lessons that we wish we had learned sooner, and how our perspectives have changed over time. Our discussion also examines what leadership looks like once success is no longer measured by personal output, and we talk about creating the conditions for others to succeed, resisting the urge to solve every problem yourself, and continually bringing teams back to a shared mission instead of micromanaging. Kelly offers practical insights into creating a sense of alignment, leading experienced teams, and communicating a vision without controlling every decision. We also spend some time on something leaders don't discuss nearly enough: the emotional work behind major transitions. From burnout and self-awareness to having trusted people in our life who are candid and honest, we explore what it really takes to stay grounded while carrying a lot of responsibility on our shoulders. We close by discussing why the best leaders aren't driven by ego but rather by purpose. If you're working through a major career change, growing into a new leadership role, or simply trying to become a more authentic leader, we think you'll find plenty to reflect on in this conversation with Kelly Botti! Connect with Kelly: Kelly Botti, President and CEO of TruMark Credit Union trumark.com Kelly: LinkedIn TruMark Credit Union: LinkedIn | Facebook | Instagram Subscribe on: Apple Podcasts and Spotify Books mentioned on The CUInsight Experience podcast: Book List Show notes from this episode: Sponsor: Trellance Place mentioned: Europe Shout-out: Montana Credit Union Place mentioned: Montana Shout-out: Kelly’s sister Shout-out: Kelly’s team Place mentioned: Philadelphia , PA Shout-out: Orange Theory Fitness Shout-out: Kelly’s son Shout-out: Kelly’s coach Shout-out: Lokai Place mentioned: Dead Sea Place mentioned: Mount Everest Shout-out: Harrison Assessments Podcast episode mentioned: Despite Impossible - “Season 4 Episode 26: Jill Nowacki” Shout-out: Peloton Previous guests mentioned in this episode: Faye Nabhani ( #233 ); Tansley Stearns ( #228 ) In This Episode: [2:27] - How would Kelly define transition? [4:13] - Authentic leadership requires inner peace rather than adapting to please others. [7:29] - Kelly reflects on how building credibility as C.E.O. required patience, relationships, and less focus on proving herself. [10:24] Hear how experienced mentors compensated for Kelly's limited life experience as a new C.E.O. [12:05] - Jill illustrates how experience teaches leaders to prioritize meaningful issues over perfection. [15:01] - Authentic leaders create conditions for others to solve problems instead of solving them personally. [18:23] - Kelly reflects on her leadership which centers on aligning executives around mission, resources, and collaboration. [21:28] - We joke about the nuances between being “real life” funny and “business” funny. [22:42] - Role transitions often prioritize work over well-being until the personal cost is later realized. [24:09] - Hear how burnout taught Kelly that emotional growth requires vulnerability, support, and self-reflection. [27:35] - Others tend to notice burnout via changed behavior, even when leaders believe they conceal it. [30:30] - It's very important for leaders to manage their energy because it shapes everyone around them. [33:49] - Kelly's coach uses Lokai bracelets to illustrate balancing humility during success with hope during hardship. [35:48] - Releasing past pain as motivation helped create steadier leadership and calmer team dynamics for Kelly. [37:18] - Consistently being transparent and having a shared purpose build trust through major transitions. [41:06] - Kelly and Jill talk about how leadership is a lifelong journey, not a destination requiring constant urgency or achievement. [43:31] - Kelly believes that the best leaders are not egotistical. Send us Fan Mail

July 3, 2026Episode 23737 min

Collaboration with April Clobes (#237)

“My biggest goal is that the industry wins, thrives, and survives. You don't do that alone. That's a whole movement.” – April Clobes Welcome to episode 237 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight.com , and Jilly Nowacki, co-founder, president and CEO of Zealyst . This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience. Learn more at Trellance.com ! In this new 2026 season, Jilly and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too. For this episode, we welcome back April Clobes who was a previous guest in episode #73 . April is the President and CEO of MSU Federal Credit Union , and she joins us today to talk about the importance of collaboration in the credit union space. Listen in as we discuss how she has grown the credit union from 100 to over 1,200 employees while keeping a strong focus on inclusion, shared ownership, and creating space for every team member to contribute. April shares how curiosity and “what if” thinking have affected everything from new member experiences to experimental concepts such as her organization’s kid-focused Money Lab. We also explore what it takes to build trust across a fast-moving organization (and across an entire industry). April explains why showing up consistently, listening intently, and co-creating solutions can help speed up innovation far beyond what any single organization can achieve alone. April also opens up about the reality of leadership being imperfect—including missed blind spots, the importance of feedback, and learning to slow down and bring others in earlier. We discuss shifting workplace expectations, where employees are increasingly comfortable asking “why” and challenging decisions and how that shift is reshaping leadership styles. Finally, we talk about a more personal side of leadership and how networks of peers, mentors, and board relationships help counteract the loneliness that can sometimes come with executive roles. April leaves us with a clear invitation: collaboration isn’t just a strategy for growth, it’s a commitment to showing up for each other so the whole industry can do better together. We hope that you enjoy this insightful conversation with April Clobes! Connect with April: April Clobes, President and CEO of Michigan State University Federal Credit Union msufcu.org April: LinkedIn | april.clobes@msufcu.org MSU Federal Credit Union: LinkedIn | Facebook | Twitter | Instagram Subscribe on: Apple Podcasts and Spotify Books mentioned on The CUInsight Experience podcast: Book List Show notes from this episode: Sponsor: Trellance Shout-out: CUES Directors Conference Shout-out: Jack Henry Shout-out: Scimitar Shout-out: the lab at MSUFCU Place mentioned: Lansing , Michigan Shout-out: CUDX Shout-out: Chase Shout-out: Scott Simpson Shout-out: Bank of America Shout-out: Jilly's friend Brent Book mentioned: Theory U: Leading from the Future as It Emerges by Otto Scharmer Shout-out: Jilly's son Crosby Previous guests mentioned in this episode: April Clobes ( #73 ); Mark Zook ( #230 ); Patty Corkery ( #112 & #213 ); Tracie Kenyon ( #12 , CUInsight Network episode #64 , & #209 ); Steph Sherrodd ( #46 ); Linda Armyn ( #178 ) In This Episode: [2:24] - April argues that collaboration strengthens outcomes by combining different perspectives and skills. [3:32] - Hear how, as April's organization grew, intentional communication kept employees engaged and up to date. [6:03] - A culture focused on mission helps inspire employees to improve members' lives while supporting one another's success. [8:54] - Great leaders embrace feedback, admit imperfections, and continually course-correct alongside their teams. [10:43] - Jilly asserts that employee resistance often reveals overlooked opportunities that strengthen ideas via collaboration. [12:08] - Resetting with fresh perspectives can help uncover blind spots and turn setbacks into good outcomes. [14:25] - Hear how industry trust grew via consistent contributions and a strong commitment to collective success. [17:31] - April explains how strong vendor partnerships can lead to faster innovation as well as better collaboration and outcomes for members. [20:20] - Curiosity sparks ideas, but collaborative teams then transform them into impactful innovations. [21:48] - April asserts that greater industry collaboration and shared data could strengthen AI and better serve members collectively. [24:49] - April believes that anonymous data sharing could strengthen industry success. [27:31] - Hear how meaningful relationships and peer networks make collaboration, learning, and leadership more effective. [30:17] - April believes that it's important for today's leaders to embrace inclusion, transparency, and employees who confidently ask "why." [33:56] - Hear how AI reduces routine work, freeing employees to focus on higher-value thinking and innovation. [36:06] - In closing, April adds that collaboration thrives when leaders openly share knowledge, resources, and support across the industry! Send us Fan Mail

June 19, 2026Episode 23630 min

Future (#236)

“Moving forward, moving ahead, it doesn't diminish what came before. It honors it.” - Jilly Nowacki Welcome to episode 236 of The CUInsight Experience podcast with your hosts, Randy Smith, co-founder of CUInsight , and Jilly Nowacki, co-founder, president and CEO of Zealyst . This episode is sponsored by Trellance. Trellance is a leading technology partner for credit unions, delivering innovative technology solutions to help credit unions achieve more. With a comprehensive suite of analytics, cloud and talent solutions, the Trellance team ensures credit unions increase efficiency, manage risk, and improve member experience. Learn more here ! In this new 2026 season, Jilly and I will have conversations centered around leadership, credit unions, and living our best lives. We will have some of the most respected leaders from around credit unions who we are grateful to call friends join us in the discussion from time to time too. For this episode, we talk about how, at some point, every leader faces a question that can be surprisingly difficult to answer: Is it time to move forward? This episode comes at such a perfect time, too, due to Jilly's recent launch of Zealyst, and we explore what happens when success, stability, and familiarity no longer feel fully aligned with who we've become. We also talk candidly about the signals that often appear long before a major change takes place such as loss of energy, impatience, growing friction, and the quiet realization that something new is calling us forward. During our conversation, we are challenging the idea that moving on means that something failed; sometimes, a chapter ends because it accomplished exactly what it was meant to accomplish. We discuss why leaders often stay longer than they should, how fear of disappointing others can cloud decision-making, and why timing never seems quite right when you're standing on the edge of a meaningful change. We also reflect on some stories from years of working with leaders who wrestled with questions about succession, retirement, career moves, and personal growth, and, together, we unpack the difference between pushing through a temporary rough patch and recognizing when you've outgrown a role or a version of yourself. Perhaps most importantly, though, we talk about what becomes possible when you finally make the decision to move forward. From renewed energy and creativity to a deeper sense of purpose, some of the most meaningful opportunities only appear once you're willing to take the first step! Enjoy our conversation! Subscribe on: Apple Podcasts and Spotify Books mentioned on The CUInsight Experience podcast: Book List Show notes from this episode: Sponsor: Trellance Shout-out: Humanidei Shout-out: Zealyst Film mentioned: Jerry Maguire Shout-out: Jill’s son Crosby Book mentioned: The Dip: A Little Book That Teaches You When to Quit (and When to Stick) by Seth Godin Article mentioned: “Leaning into liminality” by Tracie Kenyon Previous guests mentioned in this episode: Tracie Kenyon ( #12 , CUInsight Network episode #64 , & #209 ) & Tansley Stearns ( #36 , #146 , & #228 ) In This Episode: [1:44] - Jill announces her recent transition to Zealyst! [4:19] - Hear how misalignment drains energy and makes even minor frustrations feel even more overwhelming. [6:11] - Success sometimes makes it harder to recognize a need for change. [9:13] - Growth sometimes requires difficult changes despite fears or past commitments. [11:23] - Jill points out how leaders often move on after recognizing growth points beyond current roles. [13:58] - Purpose remains constant, but ever changing circumstances may require a new path. [17:31] - It's important for leaders to discern temporary challenges from dead ends to keep evolving. [20:40] - Meaningful decisions often happen before clarity arrives, so trust yourself and move forward step by step. [21:25] - Leaving liminal space enables presence, creativity, and momentum after uncertainty resolves. [24:10] - When work no longer energizes you, change restores energy, enthusiasm, and contagious engagement! [25:21] - Jill touches upon curiosity and how it can shift from what will happen to you toward what you will create. [26:40] - We play a quick round of rapidfire questions. [28:29] - We discuss how leadership honors the past by embracing growth and moving into new seasons. Send us Fan Mail