Credit unions (CUs) are undergoing a transformation due to technological disruption and shifting consumer expectations. Bankwell, a $3.2 billion community bank, has appointed a chief innovation officer to lead the bank's innovation and technology strategy. Ryan Hildebrand, who took over in July, emphasized the importance of a strategic mindset that prioritizes collaboration over competition. Hildebrand emphasized the need for a generative-AI-based virtual assistant named Sarah to streamline the loan application process for small businesses. The tool has yielded promising results, with increased lead quality, higher conversion rates, and improved customer engagement. Bankwell plans to enhance its services for clients, particularly homeowner associations and municipalities, by forming strategic partnerships, launching a small-dollar Small Business Administration lending program, and enhancing customer experience through online banking and risk management.