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Episode 29: Delivering member-centric banking in a digital-first world

Host: Mark Donohue, Managing Director of iSky at RFI Global
Date: July 21, 2026
Region: North America
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Redwood Credit Union has built its approach around a clear philosophy: every product, service and interaction must ultimately serve the member. From early investment in digital channels to creating seamless, intuitive experiences, the organisation has focused on ensuring that digital delivers the same level of service and engagement as the branch experience.

In this episode of Banking Uncovered, Mark Donohue speaks with Tony Hildesheim, Chief Operation Officer and Executive Vice President at Redwood Credit Union, about how community-led financial institutions can compete with larger institutions and fintechs by providing services and digital experiences that create strong human connections.

The conversation explores how this customer-centric approach is evolving, from the growing role of AI in banking to balancing security with personalisation and how member feedback continues to drive digital innovation. Tony also shares how Redwood is combining technology, service and insight to deliver more relevant, intuitive and member-led experiences.

Topics discussed include:

  • How Redwood has extended the human branch experience into digital channels
  • The importance of designing digital journeys that focus on outcomes, not transactions
  • How digital benchmarking and extensive member feedback have informed decision-making
  • The role of AI in reducing friction and simplifying banking
  • The potential of voice-activated technology to personalise experiences
  • Balancing customer control with personalised security
  • How Redwood uses continuous feedback to shape digital innovation
  • The digital-first strategy that has helped to grow business accounts by 16%
  • Three factors that will define the future of financial services
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