Enabling instant gratification: crafting superior member experiences with UFCU’s Sumeet Grover

Recorded at Backbase ENGAGE Americas, episode 53 of Banking Reinvented explores University Federal Credit Union’s (UFCU) member-centric approach to digital transformation and innovation.

In this episode, host Tim Rutten is joined by special guest Sumeet Grover, EVP, Chief Strategic Growth & Digital Officer at UFCU. Together, they chat about the importance of exceeding member expectations at every touchpoint, empowering financial literacy across life stages, and using AI to create more personalized, efficient banking experiences.

Tune in to hear about UFCU’s ambitious goal to become the most digitally advanced credit union in the country — while maintaining its focus on financial wellbeing and community support.

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Timestamps

(00:00) – Welcome to the “Banking Reinvented” podcast

(00:47) – Intro to Sumeet

(01:27) – Improving members’ financial wellbeing

(04:49) – Meeting members’ needs vs. focusing on being competitive

(08:48) – ESG and financial literacy

(12:21) – The role of a growth officer

(15:13) – The building blocks of digital transformation

(18:33) – Balancing digital experiences with the human touch

(20:45) – UFCU’s AI journey so far

(22:57) – Embracing Agentic AI

(24:02) – Tips for adopting a leadership mindset

(26:05) – Episode wrap-up