Key Takeaway
Global Credit Union, a $12 billion institution, is leveraging AI and automation to enhance services for its 770,000 members. Lori Moore, Senior VP of Technology Engineering, advocates for “people-first automation,” focusing on augmenting human capabilities rather than replacing them. Her initiatives have generated significant value, including $250,000 from the robotics program and $1.2 million from an integration platform. In 2025, automation has saved 62,000 hours and streamlined member interactions, reducing service calls by 26%. This approach aligns with the cooperative model, ensuring that surplus value benefits member-owners directly, enhancing the overall member experience.
Global Credit Union is demonstrating that scale and vision are essential for driving digital innovation. The US$12bn financial institution is implementing AI and automation technologies to better serve its 770,000 members globally.
Lori Moore, Senior Vice President of Technology Engineering at Global Credit Union, spearheads this transformation with a unique philosophy. Instead of pursuing technology for its own sake, she advocates for what she refers to as “people-first automation.”
She joined Global Credit Union in an enterprise architecture role, initially with limited knowledge of the credit union sector. Now, she thrives in a financial environment she loves, leveraging her technical expertise to create value. “Here, we are using these incredible technologies for the benefit of our members,” she states. “It’s grounded in enhancing the member experience and transforming lives. I take pleasure in using my skills for good.”
Enhancing rather than replacing human services
Lori’s approach to AI focuses on enhancing human capabilities rather than replacing employees. Her automation initiatives have yielded measurable results while maintaining the essential human element in financial services.
For instance, the credit union’s robotics program alone has generated US$250,000 in value over the past year—a figure Lori anticipates will double in 2025 as automation expands throughout operations.
Her integration platform, built on Salesforce’s MuleSoft technology, processes 300 million transactions each year, delivering US$1.2m in value back to the credit union, which is then passed directly to members.
This philosophy embodies the cooperative structure that characterizes credit union operations, where surplus value is returned to member-owners instead of external shareholders.
Additionally, Global’s AI operations program has saved 62,000 hours while executing 381,000 automated actions in 2025 alone. These systems manage routine tasks that would otherwise take up significant staff time. The automation strategy aims to eliminate context switching—the productivity loss caused by frequently shifting between different tasks. Lori believes that humans struggle with context switching, despite common misconceptions.
“Automation can provide context to member service center specialists by supplying them with information about the member,” she explains, providing an example. “It means you don’t have that ‘please hold on while I pull up your record’ moment. The 10 seconds of waiting for someone to locate you in the system? You can actually retrieve that information immediately and have it ready on your dashboard.”
In addition to pre-populating member information on service representatives’ dashboards, the systems can even identify potential issues before members bring them up, enabling proactive rather than reactive service.
“It also allows us to deliver information directly to our members,” she continues. “In our member service center, we automatically provide pending transactions and current balances to our members using this technology, reducing the volume of calls to our member service center by 26%. This is a significant amount, equivalent to freeing up seven people to focus on resolving issues that require human involvement.”
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