What does it take for credit unions to compete with national banks and fintechs without trying to become fintechs themselves? And why are we still treating banks and credit unions like they’re fighting over the same pie when there’s room for everyone to win?

Drawing from his extensive experience across big banks, regionals, and fintech, Miller shares how credit unions can out-execute larger institutions through mission-driven value, community engagement, and long-term thinking.Miller emphasizes three pillars of credit union competitiveness: delivering compelling member value through better rates and lower fees, offering digital experiences on par with national banks, and embedding deeply into local communities through initiatives like youth financial education. He also highlights the importance of consistency and reliability, what he calls "boring but essential", in building lasting member relationships.Tune in for candid insights and practical takeaways on how credit unions can compete, grow, and stay true to the values that set them apart.In This Episode:[00:27] Meet Kevin Miller and his path across financial services[01:35] What changes when you move from billions to millions[03:30] The difference between banks and credit unions[05:29] Three ways credit unions can compete[06:48] Building a competitive moat through community[07:53] The advantage of a longer planning horizon[08:59] How credit union governance shapes risk-taking[11:06] Attracting talent from larger financial institutions[13:36] What it really takes to make relationships real[14:15] Why consistency may be the real secret sauce[17:01] Where community institutions are most exposed to fintechs[18:06] Using partnerships to fill capability gaps[20:13] Why banks and fintechs keep finding ways to partner[21:02] What makes the U.S. financial system different[22:14] Consolidation, scale, and the future of credit unions[24:08] How regulation affects growth and scale[25:47] Lightning round[26:57] The one thing Kevin would change about banking[27:05] Wrap up and thanksOur GuestKevin Miller is President and CEO of Travis Credit Union, a $5 billion institution serving members across California. He brings deep experience from both large and mid-size banks, having held senior roles at Bank of America, Santander Bank, TCF Bank, and BMO Harris. Kevin also spent time in the fintech space, giving him a rare view of all three sides of the financial services ecosystem, big banking, regional banking, and credit unions. He is a passionate advocate for member-focused strategy, talent development, and mission-driven leadership.About Alex JimenezAlex is Managing Director of Consulting at Finalytics.ai, where he helps credit unions and community banks translate behavioral data into growth strategies. He has spent 29 years in financial services, holding senior roles at Bank of America, Zions Bancorporation, Backbase, and EPAM. He has chaired the Consumer Bankers Association's Digital Channel Committee and served as a founding member of the American Bankers Association's Fintech Committee.About Finalytics.aiFinalytics.ai is the financial intelligence layer beneath the digital experiences that community banks and credit unions use to grow. The platform understands each user's behavior, predicts what they need next, and orchestrates the right experience across every channel, from the public website to online banking to email. Every decision is governed, explainable, and tied to a funded outcome. The results are measured, not projected: institutions on the platform have seen up to 26.7x lift in funded loans from AI-assisted discovery. The intelligence compounds with every decision, which means the platform gets smarter the longer it runs.Resources and Links

Next Best ActionLinkKevin MillerLinkedInTravis Credit UnionAlex JimenezFinalytics.aiLinkedIn

What community banks and credit unions get right when they start with strategy instead of chasing deposits? In this episode of Next Best Action, host Alex Jimenez sits down with Chris Rigoni, EVP, Head of Partner Banking and Payments at Axiom Bank. With more than a decade of experience working with fintechs at Evolve, Coastal Community Bank, Webster Bank, Sterling National, and BBVA, Chris shares practical lessons on what separates successful partnerships from expensive failures.The conversation begins with the OCC's recent approval of new fintech charters and what that could mean for the future of Banking as a Service. Chris explains why sponsor banking will continue to play an important role, why many fintechs still won't want to become banks, and how increased regulatory oversight could influence the way fintechs innovate.Chris then breaks down the biggest mistakes financial institutions make when pursuing fintech partnerships. He explains why banks often confuse outcomes like deposits or fee income with strategy, chase new technologies without a clear objective, and expand into areas where they lack the expertise to succeed. He also discusses the importance of building on an institution's strengths, hiring specialized talent, and creating products around customer needs instead of technology.Alex and Chris also explore embedded finance, AI, and the future of banking experiences before closing with practical advice on building partnerships based on shared expectations, trust, clear strategy, and long-term success instead of short-term hype.In This Episode:[00:37] Introduction to Chris Rigoni[01:26] The future of banking-as-a-service[04:32] Common mistakes in fintech partnerships[08:42] Developing strategic thinking in smaller institutions[11:43] Lessons from payments innovation[15:26] The rise of embedded finance[18:20] The threat of super apps and AI[19:44] What fintechs get wrong about banks[21:28] Creating successful, scalable partnerships[24:39] The one question a CEO must answer[27:53] Lightning round [29:11] Wrap up and thanks Our GuestChris Rigoni is EVP, Head of Partner Banking and Payments at Axiom Bank. He has spent more than a decade building and leading fintech partnerships at some of the most innovative sponsor banks in the country, including Evolve Bank & Trust, Coastal Community Bank, Webster Bank, Sterling National Bank, and BBVA. He also brings consulting experience from Level.io, giving him a 360-degree view of both the bank and fintech sides of the partnership equation. Chris is a recognized expert in Banking as a Service, payments innovation, and the regulatory dynamics that shape fintech collaboration.About Alex JimenezAlex is Managing Director of Consulting at Finalytics.ai, where he helps credit unions and community banks translate behavioral data into growth strategies. He has spent 29 years in financial services, holding senior roles at Bank of America, Zions Bancorporation, Backbase, and EPAM. He has chaired the Consumer Bankers Association's Digital Channel Committee and served as a founding member of the American Bankers Association's Fintech Committee.About Finalytics.aiFinalytics.ai is the financial intelligence layer beneath the digital experiences that community banks and credit unions use to grow. The platform understands each user's behavior, predicts what they need next, and orchestrates the right experience across every channel, from the public website to online banking to email. Every decision is governed, explainable, and tied to a funded outcome. The results are measured, not projected: institutions on the platform have seen up to 26.7x lift in funded loans from AI-assisted discovery. The intelligence compounds with every decision, which means the platform gets smarter the longer it runs.

Resources and Links

Next Best Action

Chris RigoniLinkedInAxiom BankAlex JimenezFinalytics.aiLinkedIn

What does it actually take to be a successful Chief Digital Officer in banking? In this episode of Next Best Action, host Alex Jimenez sits down with Jay Tkachuk, a seasoned digital banking leader with 18 years of experience at Security Service Federal Credit Union and Golden 1 Credit Union. Together, they pull back the curtain on one of the most misunderstood roles in financial services: the Chief Digital Officer.

The conversation explores why the CDO title means something different at every institution and why that ambiguity is both a challenge and an opportunity. Jay explains that the role goes far beyond managing a mobile app or website. It requires a unique combination of technology expertise, business strategy, marketing knowledge, and the ability to build alignment across teams. He also shares hard-earned lessons on navigating competing priorities with marketing, IT, and operations, and explains why strong support from the CEO is essential for meaningful transformation.

Alex and Jay also discuss how digital banking has evolved from an alternative channel for younger customers into the primary experience that shapes the entire member relationship. They reflect on the pandemic's role in accelerating that shift, the continued importance of branches and call centers, and why delivering a truly seamless omnichannel experience remains a challenge for many financial institutions.

If you're leading digital transformation, hiring a Chief Digital Officer, or preparing for a digital leadership role, this episode is full of practical insights you won't want to miss.

In This Episode:

• [00:00] Welcome and guest introduction

• [01:14] Defining the modern Chief Digital Officer

• [03:50] Why digital leadership creates organizational friction

• [06:36] Where digital leaders should report

• [09:13] How digital banking has evolved

• [13:54] Innovation beyond digital channels

• [14:34] Building trust across the organization

• [17:25] Why CEO support determines success

• [19:10] Choosing the right technology partners

• [23:44] Hiring the right Chief Digital Officer

• [25:40] Lightning round

• [28:19] One step forward challenge

• [28:39] Wrap up and thanks

Our Guest

Jay Tkachuk is a seasoned digital banking leader with 18 years of experience across the credit union industry. He most recently served at Golden 1 Credit Union and previously held a long tenure at Security Service Federal Credit Union, where he helped lead digital transformation efforts from the early days of online banking through the rise of omnichannel and AI-powered experiences. Jay brings a rare combination of deep technical expertise, strategic vision, and practical change management experience to every conversation on digital leadership.

Finalytics.ai is the financial intelligence layer beneath the digital experiences that community banks and credit unions use to grow. The platform understands each user's behavior, predicts what they need next, and orchestrates the right experience across every channel, from the public website to online banking to email. Every decision is governed, explainable, and tied to a funded outcome. The results are measured, not projected: institutions on the platform have seen up to 26.7x lift in funded loans from AI-assisted discovery. The intelligence compounds with every decision, which means the platform gets smarter the longer it runs.

Next Best Action

• Link

  
  

Jay Tkachuk

• LinkedIn

• Golden 1 Credit Union

Alex Jimenez

• Finalytics.ai

• LinkedIn
  

  About Alex Jimenez

Alex is Managing Director of Consulting at Finalytics.ai, where he helps credit unions and community banks translate behavioral data into growth strategies. He has spent 29 years in financial services, holding senior roles at Bank of America, Zions Bancorporation, Backbase, and EPAM. He has chaired the Consumer Bankers Association's Digital Channel Committee and served as a founding member of the American Bankers Association's Fintech Committee.

About Finalytics.ai