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Financial Center First CU’s Ning Duong on the Member Experience and Why AI Must Be Intentional

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Financial Center First CU’s Ning Duong on the Member Experience and Why AI Must Be Intentional

How do enabling technologies like AI present both challenges and opportunities for credit unions looking to modernize and enhance the member experience at their institutions?

This year at FinovateFall 2026, we talked with Ning Duong, CEO of Financial Center First Credit Union, about her customer-centric approach to banking, why she believes that the member experience trumps everything, and how credit unions should adopt new AI-powered tools with intention rather than simply deploying AI solutions for their own sake. Duong explained why saying no to “good” ideas often paves the way for even better ideas down the road, and why trying to be everything to everyone often means being truly great at nothing.

“You can’t just chase AI to chase AI because everyone else is doing it. You really have to understand the behaviors of your members, your clients, and how you can better serve them through AI and other technologies. So we’ve been very intentional at Financial Center about what we want for our employee and member experiences, and outlining what that framework and strategy looks like so that we don’t invest in a lot of technology just to invest in technology, but to do something great for our members.”

Ning Duong was appointed President and CEO of Financial Center First CU in February 2026, replacing long-time CEO Cameron Minges. With more than 25 years of experience in financial services, Duong has built her career around helping credit unions grow through innovation, operational excellence, and a focus on the member experience.


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