Putting People First in a Digital Age: The Cumberland's Human-Centered Approach 
As FIs embrace digital transformation, The Cumberland Building Society demonstrates how to balance technological innovation with authentic personal service. Celebrating 175 years as a customer-owned, purpose-led institution, we explore maintaining a "real people, not robots" philosophy while leveraging digital tools. Learn practical strategies for preserving warmth, respect, and personalized support across all touchpoints, proving human connection remains essential for sustainable competitive advantage in an automated financial landscape.
Des Moore, CEO, Cumberland Building Society, UK

Leveraging Digital Community Hubs - How to Blend Heart and Tech Through Social Media
In a world where financial services are becoming increasingly digital, Roscommon Credit Union are proving that human connection still matters and that the two can co-exist powerfully. In this practical session, CEO Bernie Moran will explore how an Irish credit union is using social media as more than just a marketing tool it has become a digital extension of their community. Bernie will demonstrate how platforms like Facebook, Instagram, LinkedIn, TikTok, and YouTube are helping them reach members across generations educating them on savings, highlighting fraud prevention, promoting financial wellness and reinforcing the co operative values that set credit unions apart. This is not about chasing trends. It’s a strategic, value led approach that builds loyalty and strengthens brand value while staying rooted in community. Attendees will walk away with a new perspective on digital transformation one that proves embracing social media doesn’t mean losing your heart.
Bernie Moran, CEO, Roscommon Credit Union, Ireland