John Fuchko, president of Dalton State College, spoke with Focus: about comprehensively preparing students to be leaders in their communities. “Dalton State College prepares people to succeed in careers and life by exposing students to a rigorous education, different perspectives, experiential learning, and sciences,” he said.

What changes over the past year have had the biggest impact on Dalton State College, and in what ways?

Dalton State College developed its new strategic plan, Vision 2050, this past year, and we are using it to drive our focus and innovation. One of the initiatives is a scholarship program, which is designed to provide full coverage for tuition and fees for qualifying students who live in Northwest Georgia. We are one of the most affordable public institutions in the country. Along with low tuition and fees, we have generous scholarships available through our foundation. Working in collaboration with our local technical college to raise funds, we are nearly halfway to our 2025 fundraising goal of $10 million. 

Another initiative is the creation of a new model for how we prepare K-12 educators. The model incorporates classical education, a dual-language immersion experience, and a focus on outdoor play and experiences. We produce many of the teachers in Northwest Georgia, and we want to empower those students with an understanding of this model. We’ve seen terrific results in literacy and sciences, preparing students for academic success through high school and higher education. 

Also, as part of Vision 2050, we are expanding the number of opportunities to participate in experiential learning, including undergraduate research, study abroad, and internships in our region’s massive flooring industry. We’re seeing growing opportunities to get our students engaged. Just last year, the Wall Street Journal ranked us as the second-most recommended institution, by students and alumni in the country.

How is Dalton State College adapting its courses and curriculum to meet the demands of a fast-changing job market?

In today’s modern setting, the majority of jobs require a college degree, and we want to create a transformative experience for all our students. Our approach looks at two major parallel efforts. 

On one side, we are looking at how to produce graduates who are proficient in using current and emerging technology tools, taking ethical considerations into account. We can’t blindly introduce technology; our students need to understand the limitations of emerging technology. We want technology to be a tool and enhancer, not a replacement for the human person.

On the other side, we teach foundational skills and purposes in higher education that prepare students to lead and give back to their communities. Over half of our graduates are first-generation college students, and we teach them additional life skills they may not have learned otherwise. For example, our business school students do mock interviews, learn how to dress professionally, and learn etiquette. 

Overall, we teach students to listen to others, think critically, and engage on a face-to-face basis. This balance allows students to bring their whole selves to their educational experiences and into their communities.

Has there been an increase in enrollment in recent years, and if so, how is Dalton State College attracting a new student population?

We have seen over 10% growth in the student body in the last two years. This percentage makes us one of the fastest-growing colleges in the state, in spite of national trends predicting a decline in enrollment. Our athletics program also attracts national attention from prospective students. Our women’s golf program, which has won several championships, is hosting the NAIA Women’s Golf National Championships in 2027 and 2028. Just last year, our men’s golf and soccer teams won the NAIA National Championships.

What is the value proposition of higher education in modern times, and how is Dalton State College encouraging its students to pursue continuing education?

For many students and their families, their return on investment is ultimately about getting a job and providing for their families. In the state of Georgia, having a four-year degree increases lifetime earnings, on average, by $1.4 million in additional income. Dalton State’s low tuition and fees strengthen that financial return on investment. Dalton State College prepares people to succeed in careers and life by exposing students to a rigorous education, different perspectives, experiential learning, and the sciences. The greater return on investment is preparing for your future. Higher education is the most effective means of providing a wide group of people, from all backgrounds and educational preparation, with a set of credentials, skills, and knowledge that positions them to pursue their calling in life.

What is in the pipeline for Dalton State College in terms of new programs to meet emerging needs?

We are developing new academic programs and a focus on a lifelong learning model, which incorporates micro-credentials that are responsive to regional needs. Traditionally, students work toward one credential at the end of a two-year or four-year program. Many jobs in today’s market require specific industry and professional certifications. Dalton State is looking to build out a program for people who already have a four-year degree to help them increase expertise in metrics, analytics, and strategic planning. These disciplines are all important to planning, organizing, and assessing industry needs and bringing together different ways of thinking. We are also developing a direct Bachelor of Science in Nursing program, addressing our region’s growing demand for healthcare workers.

Every student is a puzzle. They come from different backgrounds and have unique challenges and dreams. As such, education continues to be the great equalizer for many students, especially those who never saw themselves attaining a college-level education. In an interview with Focus:, Athens Technical College President Andrea Daniel highlights the value of a technical college education and how the college collaborates with companies to help train the local workforce.

How have shifting workforce demands influenced the college’s program offerings and enrollment patterns?

We had great enrollment figures up until the pandemic. But now we are seeing figures increasing, and beyond enrollment figures, we are also seeing the most graduates that we have ever had in our college’s history. This demonstrates the return on investment for taxpayers who are investing money into technical colleges as well as students gaining jobs that are placed and filled. We have the highest placed and filled job rate of any technical college in the state of Georgia at 99.4%. We are really proud of this.

What is the college’s role in helping employers adapt to talent shortages or upskilling needs in key sectors?

We can be very nimble with our credit programs. In addition to more than 160 credit programs that we have to help workforce needs, we have an economic development department. This department can handle any training needs presented to them, whether to help companies with employee retention or upskilling the companies’ employee bases. Workforce development is our sole mission. We think deeply about where our students are going to work, have great jobs and lives, and give back to their community. Approximately 80% of our students remain in the 11-county service area.

How are student demographics evolving?

More than 70% of our students are under the age of 25. This is a great shift from 30 years ago when the majority of students were 35 and older. We are getting younger students and those student needs are different than what they were 30 years ago. Students want to provide and give back to their community, so they come in very focused. They have information available at their finger tips and are very savvy, which has required us to make a shift. We always wanted younger students mostly because of the value of a technical education. Now we are getting them in at an earlier age. The governmental program known as Georgia Match is helping students who did not consider going to any college, whether a technical college or the traditional four-year degree schools. This is an exciting change for the students to connect with us, and it is very important that we make more connections. 

For companies, we guarantee the education, if not, we can take the students and retrain them for free at no cost to the student or the company. We are truly a sure thing. Local companies are reporting that they are pleased with the type of training that our graduates are prepared with. Georgia is booming, and we want to help be part of that solution.

How do company insights regarding workforce needs help shape your programming?

One of the best examples is our partnership with Piedmont Healthcare. We partner with them so they can avoid hiring temporary nurses. Our students come in and know how to perform right away. This is what we are working to replicate in the manufacturing sector. Many students come in and do not have the math skills. We are working to equip the students with those skills and help them become extremely proficient. We meet with companies while we are doing our programs, so we can hear firsthand what skills are needed and most relevant. 

We often hear that students need work ethic, timeliness, and other soft skills. Students also need assistance with interviewing skills and resume building, and we make sure to help them. As for other areas, students are lacking basic computer skills such as Excel and other foundational computer skills. 

We have 1,300 dual enrollment students, attending high school and college at the same time. We have an opportunity to help shape their future success. Additionally, when prospective employers are seeking to come into Georgia, we are right there alongside the state leaders to tell companies how we can help them meet their workforce needs.

What does program innovation look like in today’s educational landscape?

This is something we are working on. AI is the focus. I have worked with different groups on AI innovation and will continue to do so. Change is lightning fast, and it is a big challenge. Nationwide, technical colleges are up in enrollment, especially in Georgia. As far as demographics, we have more females attending our college, at about 66%. We want everyone to know that whatever they want to do, they can do it at our college. We try very hard to create a welcoming environment and help people understand that the door of opportunity is here. The state of Georgia does a great job at administering the HOPE Grant, which is Georgia residency-based. If a student lives in Georgia, they can take all of our diploma programs at no cost. When we hear how expensive education has become, we make sure to let people know that they can pursue an education and have great outcomes thanks to this type of funding.

How would you characterize the value of a technical education? 

There is great value in an applied education. Students long to do things that are applied. For some students, it should be their first choice so they can thrive. You can take a C student in high school but give them an applied education in something that they love such as auto or nursing, and they will become A-level students. At large, many people believe that more education is better with the end goal being a master’s or postgraduate degree. That is not always what some people want to do. An applied education is the right path for many students.

In an interview with Focus:, President John Wells of Young Harris College discussed the impact of technology on how students learn, and highlighted the importance of problem-solving and flexibility in today’s higher education landscape. “Our traditional emphasis on liberal arts is going to become increasingly important as we teach people what it means to be flexible with their thinking and to be problem solvers,” said Wells.

What changes over the past year have most impacted Young Harris College, and in what ways?

Over the course of the last several months, we have been establishing the Center for Professional Readiness and Experiential Programs. Our goal is to make certain that when you come to Young Harris for an education you know we take very seriously the task of helping and teaching our students how to learn.We recognize that with superintelligence and the rapid advancement of AI and robotics, our workforce development will need to look very differently. Our traditional emphasis on liberal arts is going to become increasingly important as we teach people what it means to be flexible with their thinking and to be problem solvers. 

In this particular center that we are building, we’re going to make certain that every student has some personal finance, business ethics, and leadership opportunities. Our goal is to make sure that we’re preparing our students for the world of work in a rapidly changing environment of employment.

The college is well-recognized for career education and development. What is the college doing differently to prepare students for successful careers?

One factor is that we want to make sure every student has a firm understanding of money and personal finance. We don’t take anything for granted in terms of what understanding of investments students come to college with and their understanding of how to build wealth over time, so all our students moving forward will be exposed to a rigorous education in terms of how to build wealth and be successful over time. 

We are putting in place a very aggressive career services model; career services at a lot of colleges has just tended to be an office that’s maybe tucked away in the administration building somewhere and students who find it are able to access its resources, but at Young Harris we’re being much more proactive, matching what the students are doing in the classroom with how they can apply that in the professional world. 

Because we are in a beautiful area surrounded by a national forest, we’re using our outdoor setting as well to provide students with outdoor leadership opportunities so they can be confident in the world and really develop the skills they need to be successful. 

And finally we are creating a structured ethics curriculum. There is no quicker way to destroy a career than having an ethical lapse, and we want to make certain that our students and alumni have the ability to problem solve not just the things that need solving in terms of analytics but also in the increasingly morally complex world in which we live. Students need to be able to understand how to morally and ethically solve problems.

What trends are you seeing in higher education nationally that could reshape how colleges operate over the next decade?

We know that students learn differently today, as they’re coming of age in a digital-heavy world. We know from neurological research that students’ approaches to learning have become significantly different. There is a profound difference between approaching the world through the page, which is where we were up until 30 years ago, versus approaching the world through multiple screens. If you’re approaching the world through screens, you have the tendency to need an image in front of you and it sometimes makes it less likely that you’ll think abstractly. One of the things that we are doing in leveraging our outdoor setting at Young Harris is giving students in-person experiences. When you are in one of the most biodiverse regions on the entire North American continent, giving students the opportunity to have the individual personal experiences in the outdoors, studying from a scientific perspective, from leadership development and even from a poetic perspective, really gives students a hands-on approach to learning that perhaps they don’t get when learning is so screen-heavy. Now, to be sure we’re an institution that’s invested mightily in technology, our classrooms are smart classrooms, but we also recognize that students need to have real-world experiences as part of that learning experience.

What are the biggest opportunities and challenges ahead for the college, and how are you preparing for them?

A problem that all higher education faces are devices like phones. Just because this device gives you ready access to a tremendous amount of information doesn’t mean that you necessarily know how to curate that information, how to really recognize what information has factual veracity, and what information doesn’t. Young Harris, as well as all higher education, is committed to helping students make sense of information overload.

Where we are today is very different from a half century ago, where maybe if you didn’t come from a family of means you didn’t have access to a lot of information because you didn’t have magazine subscriptions,or you didn’t have access to books. Now, information is all around us, but what information is really useful? What stands up to interrogation and investigation? What’s the difference between advertising, propaganda, and truth? 

Higher education is in a very unique situation right now of helping people to navigate their way through an information bridge in a sometimes factually impoverished world.

How is the economic climate, including inflation and shifting labor demands, affecting the role of colleges in workforce development?

It’s still a bit soon to see how tariffs are going to have an impact, but we have certainly seen over the course of the last several years what it means to have students who come wanting to make certain that their investment in time and resources is going to give them an advantage in the market. One of the things that students and their families have been telling us is that living in a world where we’ve had inflation return and where we’ve had a sense of a little indeterminacy about what the future is going to hold, a place such as Young Harris that invests in helping students develop flexible ways of thinking and giving them the habits of mind to make them successful is highly important. There is a broad awareness that from our changing political landscape to the rapidly evolving technological landscape, the world we have when we exit the 2020s is going to be a very different world from that when we entered the 2020s. This is a significant decade. It isn’t just static skills that you need; you need the ability to evolve and to be flexible, and Young Harris is certainly committed to that. 

It’s a challenge to make certain that people understand that just because the world is the way it is in 2026, it doesn’t give you any guarantees that that’s the way it’s going to be in 2027 or 2030. Things are changing rapidly. It matters when you learn at a young age how to be flexible in your thinking and how to be a problem solver.

What impact do you hope to make as president in the next few years and how do you define long-term success?

I think success for any college president comes down to whether they left the institution healthier than they found it. It is my goal to do that. I’ve been associated with Methodist-related higher education for much of my career and I want to make sure that this tradition continues. Also, the proof of the success of any college is whether or not our alumni are successful. I want to make sure that we don’t just give our students what they need to make a living, but that we give them everything they need to make a life. That is the measure of success.

In an interview with Focus:, Allen Phinney, managing director of corporate and middle market banking at Cadence Bank, said that Georgia remains an important growth market for the bank, driven by a strong economy, strategic expansion, and a relationship-focused approach. “An important way we demonstrate our commitment to our Georgia clients is by hiring executive-level talent who are based here. Over the past two years, our chief human resources officer, the president of asset management and trust, and the head of treasury management have joined Cadence and work in our new Midtown office,” Phinney pointed out.  

What changes over the past year have most impacted Cadence Bank and the industry as a whole?

We are a fundamentally strong, regional organization with 390 locations across the South and Texas. That gives us a great footprint in a very dynamic part of the United States.

In mid-2025, Cadence experienced two exciting milestones with the completion of two headline-making bank mergers. On May 1, we welcomed FCB Financial Corp., the holding company of First Chatham Bank, adding eight new branches in Savannah and coastal Georgia. Then on July 1, Texas-based Industry Bancshares joined Cadence Bank, bringing 27 full-service branches in Central and Southeast Texas.

In Georgia, we hold $3.6 billion in deposits, ranking us No. 13 in market share among banks in the state — a position we’re happy with. We don’t aspire to be the largest bank; we’re focused on growing strategically. In Atlanta, we hold $1.6 billion in deposits, which ranks us No. 21 locally, leaving us plenty of room to grow.

Cadence has had a strong presence in metro Atlanta for 20 years. We have seven branches in and around the city and 37 branches statewide, including our new Savannah and Georgia coast locations. The bank’s full range of capabilities are available throughout Georgia: corporate banking, commercial banking, retail, and private banking.

As part of our long commitment to Atlanta and its business community, we relocated our corporate offices in 2024 from Buckhead to a more spacious 999 Peachtree Street building in the heart of Midtown to be closer to clients and in the middle of the city’s busy business hub. 

Another way we demonstrate our commitment to the Georgia market is by hiring executive-level talent who are based here. Over the past two years, our chief human resources officer, the president of asset management, and trust and the head of treasury management, have joined Cadence and work in the Midtown office.

Finally, our strong team of bankers in Georgia continues to grow. We hired a new senior relationship manager, Jeffrey Rogers, at the director level, and promoted Bret Bernard — a rising star — from portfolio manager to relationship manager. These moves reflect Cadence’s investment in Georgia and position us for strong growth.

What do you attribute to the bank’s growth and success in Atlanta and Georgia?

Our strong balance sheet and reserves support a continued growth trajectory. Our loan pipelines are as full as they’ve been since 2020. My Georgia corporate banking team has several large- and medium-sized deals in the pipeline, and we’re ahead of plan for the year in loan growth and net income.

We’ve had strong recent successes, including leading a $71 million syndication for acquisition financing, completing a bilateral loan to purchase a manufacturing facility for a new client, financing a multi-location convenience store expansion, and increasing working capital financing for a large privately owned manufacturer. We also secured several new client relationships. These deals were complex and required creative solutions.

Much of our success is supported by Georgia’s business-friendly environment and programs that foster business expansion. Atlanta is one of the fastest-growing metro areas in the country; it’s a great place to be.

Commercial and industrial loans make up about 40% of our loan portfolio, while commercial real estate loans account for a bit less than 30% — a strong position for the bank. All banks are seeking new client relationships and growth in loans and deposits, and we’re a bit ahead of our peers in that regard. 

What trends are you seeing in the industry today and how are you navigating them?

Almost everything we do is risk-based from a lending perspective, so anything affecting our clients is a trend that affects the bank. 

Tariffs, for example, are very much on our radar because they’re central to our clients’ planning and supply chain management. However, their impact among our Georgia clients has been relatively limited, and our clients generally have strong plans to manage tariff-related costs and uncertainty. We’ve discussed this extensively with every client.

Another trend is the growth of private credit — non-bank lenders — which tend to be more expensive and offer less favorable terms than traditional banks. Cadence has a long history of excellent capital allocation, and we continue to serve that role efficiently.

Competition for deposits has also increased, especially after the collapse of Silicon Valley Bank, and we continue to seek deposits to fund the loans we excel at providing.

What are some of the challenges you’re working to overcome?

There’s talk of a slowdown in mergers and acquisitions, which would reduce the private equity financing pipeline. However, we’re still seeing opportunities, including a few large deals, which recently closed. 

Our approach to navigating these challenges is deeply relationship-based. I remind my team that we should strive to be our clients’ friends as much as their business partners. It’s how I prefer to do business, and it fits well with the bank’s mission. Clients find it refreshing, and this mindset helps us mitigate market risks because our clients are comfortable sharing information with us.

Fraud prevention remains one of the top risks we and our clients face. We routinely meet with clients to discuss their fraud prevention practices and encourage them to stay vigilant as risks continue to evolve. Having the head of treasury management here in Atlanta is a significant advantage, which is why Catherine Reddington attends substantive and prospective client meetings. Many of our fraud prevention tools are embedded in our treasury platform, and we’re constantly improving these tools and getting feedback about them.

What is your outlook for the Cadence Bank over the next few years?

Cadence Bank is very optimistic about the runway ahead, both for us and for Georgia’s economy. There are great leaders here.  Chris Clark at the Georgia Chamber, comes to mind. They are driving meaningful changes that support business growth, which benefits everyone.

Throughout our nine-state footprint, we see the same extended runway because of strong leadership and thriving economies. We have terrific bankers, and I don’t say that lightly. I’ve worked at several banks and led several teams, but there’s no team that compares to the one I have now. We’ve expanded expertise in Georgia and across our footprint with the goal of building genuine relationships with our clients, treating them as friends as well as business partners.

Because of this approach, our loan pipelines and new loan growth remain strong, though I’d always like to see even more growth. We’re meeting tough objectives right now. Our footprint is concentrated in areas of strong economic growth. I have high confidence that our operating model, supported by our vision of helping people, companies, and communities prosper, will continue to propel Cadence Bank and our clients forward.

In an interview with Focus:, Bartow Morgan, CEO of Georgia Banking Company, discussed the institution’s offering for businesses in Atlanta during this uncertain time, emphasizing personalized attention and advanced technological solutions for clients. “We’re making sure that we offer the products they need,” Morgan said.

What indicators are shaping your expectations for the banking sector in the near term?

“Tariff” is the big word out there. It seems to have become a negotiating tool that everybody’s talking about, and it creates uncertainties in relation to people’s future. Whether as a homeowner deciding to redo a house, a multifamily developer building a project, or a manufacturer in need of raw materials, nobody knows what the cost will be, or when it will be that cost. This slows down the decision-making process, and we’re seeing some customers being more methodical. When we see purchasing slowing down, we start to see the chances of recession, or at least the declining of GDP. And with recessionary concerns, the Federal Reserve will start considering if we are in a downward interest rate environment. That said, some businesses do better in a lower interest rate environment.

What strategies does your organization have to help small and midsize clients navigate uncertainties?

First of all, continue to do business. This isn’t the time to stop transacting. It is time to act more cautiously. If you were thinking about big purchases or expansion, you might want to rethink that. It would be wise to pause and figure out what the outcome would be. More than likely, interest rates will come down over the coming months. If you believe in this macroeconomic view, you can fare better by shaping your business accordingly. A client, whose major competitors were Chinese companies, actually received a lot of orders because the tariffs were not applicable to their company. So, not all the effects were negative, and we need to prepare companies for what the world might look like in the future.

What role do regional and community banks play in addressing national concerns, such as financial inclusion?

There has been mass consolidation in the banking industry, with three players controlling 65% of the industry. Therein lies the opportunity. Big banks are stable, and it could be a good thing for a business to go with the big banks because they may have the services some businesses need — and businesses need to find the institution that fits them. We are $2.5 billion in size, which is on the larger side of the community bank scale. But as a community bank, we can do things that larger banks can’t. We can offer a level of customer service that they might not have, and with less of the bureaucratic processes. Banks that are smaller than us may not be able to invest in the technology and people that the bigger banks can. We are in this space intentionally, so we can offer a high-touch service to our customers, who are typically small businesses in the real estate or manufacturing business. We’re making sure that we offer the products they need, including the more sophisticated treasury products.

How do you leverage digital tools in enhancing relationship-based banking? 

I don’t believe we can fight technology. If technology has figured out the solution, the solution is simply better. And most people are going to choose that solution. So, we work with technology. We start with the customer, figuring out what the customer needs, and make sure we have qualified people who understand both the technology and the customer. Then, we can deliver the products with the technology, and deliver the services with higher-touch than some of the larger banks are able to offer. We’re balancing that every day.

Where do you see the biggest opportunities for growth among industries across the state?

We’re seeing a migration around the country now, from the Northeast to the Southeast. With Atlanta being one of the biggest cities in the region, developers were seeing a lot of real estate transactions here in the past cycle, causing an oversupply of single-family residential housing. In the current cycle, there is an undersupply. Multifamily development has been tough because of the rising cost. But with the increase in housing demand, we’re seeing a lot of mortgages, even with the rates ticking up. Warehouse business also increased dramatically in the first quarter, and it will continue throughout the year.

In the technology sector, multiple companies need data centers within the Southeast. Industrial locations, which would have been for distribution and storage, have now turned into data centers, which provide the technology for back office operations. And the power companies are trying to figure out how to deal with this drastic increase in power usage. The commercial and industrial world is highly competitive, and everybody wants these customers.

What is the key differentiator that sets Georgia Banking Company apart from its competitors?

Seven years ago in Atlanta, there would have been five banks the size of Georgia Banking Company. Today, there’s just one. Those banks were rolled up into regional banks, and there isn’t another large community bank sitting in Atlanta doing what we’re doing right now. Most of the banks here are either much smaller than we are, or much larger. So, we’re being very deliberate in offering small businesses a better solution: a high-touch, advanced technological solution catering to the Atlanta market.

How does the company support economic development across Georgia while being involved with community engagement?

We try to gamify everything. From kindergartners to adults, people like to play games. And we make sure that it doesn’t only involve the production of deposits or loans. It has a community responsibility component, where being the top donor of time in the community gets rewarded equally with being top in sales production. Some people who might not have a sales-focused job inside the institution would then see the impact of their participation on our service and sales trips. It’s all about the employees participating in the community. I don’t dictate how. All I want is to have a group of employees who care about the community, participate how they want to, and then be recognized for the contributions that reflect their values. We are a reflection of our community, and our employees need to participate in ways that they feel best serves this community.

How might the recent regulatory environment impact the banking industry?

We’re in a transitional but positive regulatory environment, and our two main regulators have been good partners to us. In the last four years, throughout the process of buying, recapitalizing and raising debt on a bank, we have had healthy discussions with them. We were able to complete the merger and acquisition, all while growing organically. I believe we are focusing on the same goals.

What are your top priorities over the next few years?

We want to keep our organic growth rates up, with the team in place to support raising deposits. Being an acquisitive organization, we have raised the capital to complete our recent transaction, and hope to find another partner wanting to be a part of our story. That said, as a growing community bank, we need to raise capital, whether through investors or debt, so we need to watch all the growth opportunities.

In an interview with Focus:, Laura King, President and CEO-Elect of Georgia United Credit Union, discussed adapting to regulatory shifts, accelerating digital tools, and expanding financial access. “We’re committed to finding ways to give back to people who normally don’t have access to higher-tier options,” King said.

What changes over the past year have most impacted your organization?
Whiplash from the external environment has shaped us the most. After the election and the administrative change, many of the things we were working on, dealing with, and preparing for shifted dramatically. For example, the Consumer Financial Protection Bureau was here today, gone tomorrow. Under the prior administration, we had developed detailed business plans around things like overdraft protection and other fees. We were headed in one direction, but after that change, we needed to take a different approach.

Our challenge now is constantly reevaluating external impacts, pivoting very quickly, and adjusting our strategies almost quarterly to keep pace with what’s changing around us.

What is the credit union’s financial health and performance in Georgia’s broader economic landscape?

Credit unions as a whole have been facing significant challenges. For example, credit union taxation is something the industry has discussed for as long as I’ve been in it. Last year, we ranked it No. 39 on a risk profile. This year, it jumped to No. 3 overnight because it became a major focus on the Hill as lawmakers looked for alternative sources of income.

Since credit unions are exempt from income taxes, they became an easy target for additional revenue, which would essentially put us in the same position as a bank. Many credit unions felt under attack and spent a lot of time in defensive mode.

Economically, our institution has done very well. Some of the things I’ll share later probably explain why we’ve been able to stay above water. We’re not drowning, we’re actually doing quite well. But credit unions overall have been very challenged.

What strategies are helping the credit union continue to thrive?

We focus on filling gaps that traditional banks often overlook. While banks lean heavily on large commercial lending, we don’t, and many credit unions that have tried it haven’t seen great results.

Our priority is serving small businesses, individuals, and underserved markets. Many people now rely on side gigs just to keep up with rising costs, and inflation continues to hit their budgets hard.

To help, we’ve introduced products that big banks rarely offer to these groups. For example, our high-earning savings account doesn’t require the typical $25,000 minimum. Members can open it with any amount and earn the full rate if they deposit at least $100 net each month.

In the past, many of our members wouldn’t have qualified for this type of product. We’re committed to finding ways to give back to people who normally don’t have access to higher-tier options.

What changes have you made on the mortgage side to address shifts in demand?
We recently reorganized our mortgage area to adapt quickly. First-time mortgages used to flood in, then demand dried up overnight as people stayed put to keep their low interest rates while home prices climbed. Many turned to home equity lines instead.

To respond, we restructured to better serve this new demand and offer more competitive rates. We’re also creating products for those who don’t have large down payments or struggle with today’s high housing costs. It’s not just the home price; insurance has doubled or quadrupled for some, and homeowners’ dues have risen as well. My daughter realized that even with a special first-time buyer loan, the total costs made a home unaffordable.

I worry that homeownership is slipping out of reach and that there aren’t enough practical options. We see similar trends with auto loans, where $1,500 monthly payments aren’t unusual anymore, and borrowers are stretching terms to five, seven, or even nine years, which can outlast the car itself.

That’s why we’re putting more emphasis on financial wellness training. Members want to understand how loans work, when a longer term may not make sense, and whether things like GAP insurance are worthwhile. It’s not just about making loans but about helping people make smart financial decisions.

How has digital transformation accelerated for Georgia United?
The biggest change from last year is how quickly we moved from talking about AI to using it daily. The speed was almost startling. We began experimenting and saw right away how powerful it could be, but also recognized the risks.

Our IT security team stepped in to ensure staff weren’t logging into open platforms like ChatGPT or Claude on their own. They worked hard to keep these tools within our network, so member data stays protected. PPI and private data security are critical, so guardrails were necessary.

Now, every vendor we work with is building AI into their products or adding new features driven by it. We’re being inundated with options, and the pace of change is fast.

Personally, I use AI multiple times a day. There is some work that can happen automatically through AI, helping us make faster loan decisions. This allows our team members to focus more on helping members one-on-one and providing custom solutions that fit their needs. 

Another major topic is crypto. For years, it seemed distant, but now we’re getting daily questions about it. We’re figuring out when and how to engage, so that we’re ready when members are.

How have your workforce investments impacted performance and member satisfaction?
These investments have been incredibly positive. We’re seeing more promotions at every level, and by developing our staff, we don’t have to look outside for the skills we need.

We’ve taken that approach to our managers, too. I went to a conference where they asked who trains tellers before putting them on the line, and everyone did. Then, when they asked who trains managers before promoting them, hardly anyone did. That really stuck with us.

Since then, we’ve launched multiple internal leadership programs. One, based on “Crucial Conversations,” helps managers handle tough discussions. Our Learning and Development Department teaches it in-house, and all managers go through it.

We’ve also rolled out a new onboarding program for managers and plan to keep expanding it over the next three years. Building strong leadership helps us better serve members and maintain a healthy culture.

How is the credit union meeting members’ evolving financial wellness needs?
Our communities are facing a fast-changing world and real financial pressures. We’re seeing more requests for coaching and financial wellness support.

We’re training our staff to provide one-on-one guidance. Our board is deeply invested in our diverse communities across Atlanta, from city to suburban and rural areas. Each area brings different needs and questions.

Rural branches may face different challenges than inner-city ones, so we’re working to meet people where they are. No matter where they live, people want to know how to make ends meet and run side businesses well. For example, many don’t realize they need to keep personal and business funds separate. It may sound simple, but it isn’t obvious when starting out. Programs for small businesses and financial education are vital parts of how we help.

What new initiatives are you developing to support small businesses and underserved communities?
We recently created what we call the Growth Department, focused on products that help the credit union grow while meeting members’ needs.

A top priority is our small business program. We’ve always offered small business products, but they were scattered — a checking account here, a loan there. Now we’re packaging them so small business owners can easily find what they need in one place, with affordability and education built in.

We’ve also brought the mortgage group into this department to create better products for people who can’t buy a home today. We’re working to strike the right balance so we can offer something sustainable that helps more people become homeowners.

How is the credit union working to reach groups that may be underserved by traditional banking?
We are actively collaborating with partners who are working on the ground to support underserved communities, such as local parishes and organizations that have real, on-the-ground experience with the challenges these populations face. We’re learning from these groups to better understand the unique needs of non-resident workers and to inform our efforts.

To navigate the regulatory landscape, we’re also reaching out to other credit unions nationwide — from East Coast to West Coast — that have successfully developed programs for these communities. We’re exchanging best practices, insights, and solutions with those who have found ways to serve populations often overlooked by traditional banking. 

It’s a journey that requires sensitivity, a commitment to inclusivity and a willingness to innovate. While the regulatory framework can be confusing, we’re committed to doing the right thing. We see a major opportunity here to fill a financial services gap that leaves many communities in a financial desert. Our mission is to bring financial access to those who need it most, and we’re putting the work in to make sure we’re doing it the right way. 

In uncertain times, clients expect their banks to provide guidance and support to help navigate economic change. With a region-centric model, Fifth Third is doubling down on its commitment to Georgia and Alabama to support local communities in these markets. In an interview with Focus:, Randy Koporc, regional president and CEO for Fifth Third Bank, highlights the bank’s growth strategy in Georgia and Alabama and its continued commitment to helping clients navigate a challenging economic climate.

What is the state of Fifth Third Bank’s Georgia market operations and strategy?

Fifth Third is experiencing meaningful growth in the Southeast, and our expansion across the region is a major part of that story. By next year, we expect to add approximately 60 new retail branch locations, underscoring our long-term commitment to serving clients in these high-growth markets.

This is an especially exciting moment as many peers are scaling back their physical footprints. Our continued investment in branches allows Fifth Third to capture additional market share in Atlanta and beyond, but our strategy is driven by more than growth. Our data consistently shows that clients value in-person engagement. There is a high level of confidence and comfort that comes from being able to meet face-to-face with our clients when making important financial decisions.

At the same time, we pair this personal service with a first-class digital platform. In fact, J.D. Power recently recognized Fifth Third for delivering the best mobile banking app experience among regional banks in its 2025 U.S. Banking Mobile App Satisfaction Study℠.

When clients visit our financial centers, they won’t find traditional teller lines or closed-door offices. Instead, they experience an open, modern environment designed for real-time support and meaningful interaction. Clients consistently tell us they value this differentiated model, which also allows for a smaller, more efficient footprint. We no longer need large, legacy-style branches; our highly efficient locations enable us to deploy capital more effectively while expanding to meet client demand.

Of course, none of this works without the right people. Talent plays a critical role in the timing and success of our strategy. Our teams understand the market, the community, and the needs of our clients, and they are central to delivering the best solutions every day.

What recent successes have impacted the organization the most?

One of our greatest successes has been our ability to attract exceptional talent to the organization. That strength was especially evident during our expansion into the Alabama market, which has quickly become a significant growth story for us. Over the last 18 months, we have established a loan production office, a private bank office, and two financial centers in the state. This year, we are building on that momentum with five additional financial centers opening in Huntsville and Birmingham.

Our strategy is powered not only by great people but also by a disciplined, data-driven approach. We rely heavily on advanced analytics to understand consumer behavior, identify emerging opportunities, and determine precisely where to position new branches for maximum impact. Alabama is a standout example of how leveraging those insights leads to smart growth and successful market expansion.

What role do ethics and governance play in the bank’s overall strategy?

Our model is intentionally region-centric, meaning decisions that impact clients in Georgia and Alabama are made by leaders who live and work in these communities. With that local decision-making comes a deep responsibility to ensure the customer remains at the center of everything we do. We evaluate every choice through that lens, always asking what is in the best interest of the client.

We are committed to fostering a culture where every employee plays a role in protecting clients and prioritizing their needs. That commitment shows up in many ways – whether through continued investments in cybersecurity to safeguard sensitive information or through the disciplined management of client assets to ensure they align with long-term goals. This shared sense of accountability is core to how we operate and central to the trust our clients place in us.

What challenges are the company tracking, and how are you navigating potential headwinds?

There will always be uncertainties in the market, and helping clients navigate those moments is a key way we add value. Our focus is on providing clarity through thoughtful analysis, data, and insights so clients fully understand the environment they’re operating in and can make confident, informed decisions. That support may include product recommendations or guidance that helps them better manage their businesses or personal financial situations.

Our diversified suite of services also positions us well to manage uncertainty as an organization. Ultimately, our responsibility is to stay ahead of emerging trends, anticipate client needs, and serve as a trusted resource they can rely on, no matter how the market shifts.

What is the outlook for Fifth Third Bank and the banking industry in the coming years?

The outlook for Fifth Third is exceptionally strong. We have built a resilient culture and a leadership team that deeply understands the connection between engaged employees and the experience we deliver to customers. Our strategic focus centers on three core principles to include stability, profitability, and growth. Together, these guide how we operate through economic cycles, maintain resilience, deliver value to shareholders, and support the evolving needs of our clients.

Our significant investment in the Southeast, particularly in Georgia and Alabama, underscores the growth component of that framework. This region represents tremendous opportunity, and our continued expansion reflects both market demand and our long-term commitment to these communities.

We also completed the acquisition of Comerica Bank, a milestone that further strengthens our competitive position. This step expands our reach, enhances our capabilities, and deepens our expertise, ultimately allowing us to build a stronger bank for our customers, our employees, and the communities we serve.

In an interview with Focus:, Ron Shipman, president & executive director of the Macon Water Authority, discussed major infrastructure upgrades, proactive planning for aging systems, rising operational costs, and water’s role in economic development. “We are proud to deliver first-class reliability, quality, and service to our community,” he said.

What have been the key milestones for the Macon Water Authority over the last year?
Recently, we won five awards from the Georgia Association of Water Professionals. Our Amerson Water Treatment Plant (AWTP), for example, was named one of the best-run water plants in the state. We also received an award from the Georgia Soil & Water Conservation Commission (GSWCC) for our Local Issuing Authority (LIA) program, which handles erosion and sedimentation control and demonstrates our commitment to protecting the natural resources of Georgia.

We are proud of these accomplishments, especially as we manage 200-year-old water and sewer infrastructure. Like Atlanta, Savannah, Columbus, and others, we must navigate how to move these systems forward for the next generations. We must do this while being mindful of the costs but committed to delivering a product vital to life — water. We take that responsibility seriously and work closely with citizens to meet expectations.

Beyond the awards, we returned to the financial bond market in September 2024 by traveling to New York to meet with S&P and Moody’s. We then issued $114 million in bonds for eight major projects, now underway. In 2024, we also conducted a rate study for 2025 and plan another rate study in 2025 for 2026, staying aligned with long-term infrastructure needs.

Moving forward aggressively is necessary, but we are mindful that customers, including myself as a customer, are bearing these costs. Water rates, food prices, and utility costs are all rising. Balancing customer service with sound business operations is key. With this business model shift, we are working to be more proactive and seek smarter ways of planning for the future.

What specific projects are underway at Macon Water Authority?
There are eight major projects, with several focused on wastewater treatment facilities.

At our Lower Poplar Wastewater Treatment Facility, we are re-engineering the influent pump station (IPS) building, a $14 million project. At Rocky Creek Wastewater Treatment Facility, we are investing about $19 million in engineering work for its rehabilitation. We are also rehabbing three major sewer lines, 18-inch, 24-inch, and 42-inch pipes, covering from a half-mile to over a mile, depending on the line. Maintaining the integrity of these aging pipes, many from the 1950s and 1960s, is critical.

Another major project is converting mechanical water meters to electronic ones. The older meters used an impeller-type system; the new electronic meters will improve accuracy and give customers better access to their monthly water usage data.

One of the biggest customer complaints has involved billing dates. In the past, due dates were based on manual meter reading routes. With the new electronic water meters, customers may eventually have the flexibility to adjust their billing due dates, easing financial strain on the timing of their monthly bills. Initially, deployment focused on residential customers, but looking back, I would have preferred starting with commercial customers due to their higher usage. We are now correcting that with a large meter replacement project estimated at over $17 million.

How are rising infrastructure costs affecting operations and customers?
The costs of doing business have risen sharply. Since COVID-19, the cost of many chemicals used to treat water, like chlorine, has increased by 400 percent. For example, one-ton chlorine cylinders that used to cost $800 have peaked at $4,000 per one-ton cylinder. At our water treatment plant, we use 10 of these cylinders every two weeks, which has added a significant financial cost to water service delivery.

Upgrading to Advance Meter Reading (electronic) meters is one way we are responding. This technology will ensure customers are more accurately billed based on precise meter readings, helping both residential and commercial users.

Having worked almost 40 years in the utility sector, I understand the division of responsibility and that utility work is utility work. System and pipes before the meter are our responsibility; items after the meter it is the responsibility of the customer. This includes piping and plumbing outside the residence of the customer is the responsibility of the customer. Whether it is water or electricity, customers want accurate billing and a great product. That is exactly what we are focused on delivering when it comes to water.

How has Macon’s water infrastructure evolved to support economic development?
In Macon, we are fortunate — and it came about through a catastrophe. In 1994, there was a severe flood caused by Tropical Storm Alberto. That storm sat over Middle Georgia for days. Here in Macon, the previous water treatment plant flooded, and customers were without water for about 19 days.

As a result, the leadership of the Macon Water Authority (MWA), at the time, purchased property in an adjacent county and built a reservoir. That reservoir holds 5.8 billion gallons of water. The MWA, utilizing federal and state funding, built and constructed the state-of-the-art water treatment facility. In times of crisis, the reservoir can serve citizens for 90 to 120 days without pulling a drop from the Ocmulgee River. 

Because of the forethought of the leaders, at that time, we now have a plant that has been operating since 2000, providing a premier level of service. When the Macon Bibb County Industrial Authority brings prospective businesses to town, one of the first stops is often the Macon Water Authority’s water treatment facility. Seeing the facility in person, seeing that 5.8 billion gallons, makes an impression that no brochure or description can match.

The Amerson Water Treatment Plant supplies water to customers in Bibb, Jones, and Monroe Counties. Customers, especially industrial and commercial customers, appreciate that reliability.

What role does water quality play in attracting businesses to Macon?
Water quality plays a huge role. Recently, the Georgia Association of Water Professionals (GAWP) recognized the Amerson Water Treatment Plant (AWTP) for producing the best-tasting water in District 5. We will now compete in Savannah for the best-tasting water in all of Georgia for 2025.

So, we have water supply, water delivery, and superior product quality, all at the highest levels. That combination matters when it comes to economic development.

I will digress for a moment to share a quick story. I visited a local discount store where they were offering bottled water delivery services. The salesperson asked if I was interested. I told her that I live in Macon-Bibb County — we have the best-tasting water in District 5. I do not need bottled water. We laughed about it, but it made me think about how fortunate we are to be in Macon-Bibb County and Middle Georgia.

We have also had businesses recognize the quality of our water firsthand. A hydroponic gardening facility is located here without truly knowing what kind of water quality to expect. After conducting their independent tests, they said it was some of the best water they had encountered at any of their locations nationwide.

That is what we aim to provide, not only for industrial and commercial customers, but for every resident we serve.

We are proud to deliver water and associated services that are reliable, superior in quality, and with unmatched customer service to our community. That is a testament to our employees. We have over 265 employees at the MWA. We serve water to customers in Bibb County, Monroe County, and Jones County. We provide wastewater services for customers in Bibb, Monroe, Jones, and the City of Byron.

Macon sits almost exactly in the geographic center of Georgia, and we are proud of what we are able to deliver from here.

In an interview with Focus:, Michael Hightower, managing partner of The Collaborative Firm, discussed the organization’s growth in transit-oriented development, data centers, and community planning, as well as the need for future-focused strategies. “I’ve challenged our team and clients to think more futuristically about planning and to embrace nontraditional approaches that use technology and AI. The industry is changing, and our strategies must evolve with it,” Hightower said.

What were the most important developments for the firm over the past year?
During 2025, our firm continued to grow in several key areas, particularly in transit development with MARTA, the region’s major transit system. We’ve also been heavily involved in projects related to the Special Purpose Local Option Sales Tax, a local taxing process in Georgia that funds community improvements.

Given Atlanta’s ongoing traffic challenges, which have persisted for years, there has been a strong regional focus on improving mobility. Beyond that, we’ve seen many local governments retooling their development codes. These updates are designed to make the codes more user-friendly for the development community while also addressing residents’ concerns about land use and quality of life.

Another major focus for us has been the city of Savannah. It’s one of Georgia’s fastest-growing cities and home to the Georgia Ports Authority. Savannah’s economic and population growth has created exciting planning and development opportunities, particularly given its national prominence and thriving events scene.

What trends are you seeing in the types of planning or development projects that local governments are prioritizing today?
There’s definitely a growing trend toward transit-oriented development, or TOD, as cities look to concentrate growth around transit hubs and mass transit stations. That’s a consistent theme across many regions.

Another major trend is the rise of data centers. We’re seeing a surge in these projects, and they’re bringing new discussions about power usage, water access, and community impact. At our upcoming conference, data centers and AI will be central topics of discussion.

In downtown Atlanta, there’s been a lot of in-town redevelopment, particularly around the Mercedes-Benz Stadium and other sports facilities. These areas are attracting mixed-use and housing developments that bring new life to the city’s core. We’re also seeing more suburban counties initiating their own mixed-use developments, signaling broader regional diversification.

How has community engagement evolved within the public planning process?
Community engagement has become an essential, expected part of every major project. Whether the topic is transit, new housing, or data centers, citizens are highly involved and expect to have meaningful input. Local governments are working to balance business and community priorities, ensuring that new projects consider infrastructure, schools, and environmental impacts.

There has also been growing attention on emerging technologies like electric and autonomous vehicles. These changes are shaping discussions around infrastructure and long-term planning. Overall, engagement isn’t just encouraged, it’s required in most jurisdictions as a formal part of the planning process.

Where are you seeing the strongest demand for public and private collaboration in development?
Right now, collaboration is strongest in in-town redevelopment. Many people still want to live and work downtown, and with the city’s population continuing to grow, public-private cooperation is essential to address infrastructure and livability challenges.

We’re also seeing more collaboration in suburban areas. These regions were once seen as escapes from the city, but as growth continues and available land becomes scarce, they’re facing similar pressures, from traffic to public services. While not always formal public-private partnerships, these dialogues are increasingly necessary to guide sustainable development in both urban and suburban settings.

How are rising construction costs and regulations affecting development today?
Rising construction costs are absolutely one of the dominant topics in development discussions right now. In the Atlanta region, trade associations that represent developers, such as the Council for Quality Growth, are working to ensure that new rules and regulations from the public sector are implemented in ways that don’t unnecessarily increase project costs.

These organizations, along with industry professionals, play an important role in educating both the public and decision-makers about the implications of proposed regulations. Progressive local governments and trade associations are managing this challenge effectively by promoting greater understanding of how certain policies can impact development costs and timelines.

How is The Collaborative Firm helping clients navigate these pressures and uncertainties?
We’re having more direct and candid conversations with decision-makers than ever before. These discussions, which might once have been avoided, are now essential to address the real impacts of rising costs, regulatory shifts, and development challenges. It’s about creating an honest dialogue that benefits both public and private stakeholders.

At the same time, we’re also helping local governments better understand the challenges that developers face. This balance is critical, as it allows the public sector to appreciate private-sector realities and vice versa.

For example, in Savannah, we’ve been discussing new development activity and the concept of community benefit plans. The idea is to foster collaboration between developers and residents so both sides can find reasonable areas of compromise. When developer A joins hands with citizen B, everyone wins. I believe we’ll continue to see more of this kind of benefit-focused dialogue moving forward.

How has your experience in both the public and private sectors shaped your approach?
I spent my first 20 years in public office, serving six years as a council member and 15 on the county commission. That experience taught me a lot and, at times, tested me. For the past 20 years, I’ve owned and led my own firm, which has given me a full understanding of both sides of the table.

Having that balance between public service and private business has been invaluable. It allows me to speak from both perspectives and connect with people across the spectrum, from elected officials to developers. That dual experience earns me respect and helps me navigate conversations that might otherwise be difficult.

What are your firm’s strategic priorities for the next three to five years?
We’re putting a stronger focus on economic feasibility and market analysis. I recently hired an economic development associate to expand our capacity and assess the broader impact of projects we’re involved in, directly or indirectly.

We also plan to increase our support for city and county planning departments. I’ve challenged our team and clients to think more futuristically about planning and to embrace nontraditional approaches that use technology and AI. The industry is changing, and our strategies must evolve with it.

As we move toward 2030, we need to stay ahead of shifts in development and technology. The growth of autonomous vehicles, for example, will reshape how cities and counties plan. Success will depend on how adaptable we are to these future issues.

What other factors will be key to long-term success?
Workforce development is one of the most pressing challenges today. The post-COVID labor environment, shaped by hybrid and remote work, continues to evolve. Younger generations are approaching the labor market differently, creating new cultural and operational challenges.

We’re also seeing workforce issues tied to diversity, equity, and inclusion, as well as generational differences. At the same time, there’s strong demand for skilled labor that doesn’t require a four- or six-year degree. Addressing that demand and ensuring affordable housing for workers are essential.

Affordable housing has become a top priority in Atlanta. The current mayor has made it a central focus, advancing policies and projects that make the city more accessible. It’s a critical issue for residents and for the region’s economic sustainability.

In an interview with Focus: Jerome Cheatham, Region President of the Atlantic South Market for Verizon Consumer Group, discussed customer experience, digital innovation, and expanding connectivity across the Southeast. “Today, connectivity is an essential service. Our focus is on delivering that connectivity responsibly, equitably, and with a great experience across the country,” Cheatham said. 

What are the top priorities shaping your strategy for growth and customer engagement across Atlanta and the Atlantic South market?
Our top priority is delivering a world-class customer experience, that’s where it all begins. That is combined with delivering exceptional value to customers with our mobile, home, and other suite of products. 

AI plays a critical role in enhancing the customer experience and integrating services. It helps eliminate friction, which is essential to building customer loyalty. We want doing business with Verizon to be simple, regardless of the channel.

On the home side, we’re expanding broadband to bridge the digital divide. Reliable connectivity drives more value, and customers with both mobile and home services tend to be more satisfied and less likely to leave. On the innovation side, AI is already a key force behind many of our improvements.

How are you aligning business development, retail operations, employee experience, and customer engagement to build a unified, high-performing organization?
There is a consistent theme across everything we do: customer centricity. We start by understanding what customers want. Right now, they are looking for value, especially in this economic climate. They are also looking for a seamless experience, no matter where they interact with us.

To meet that expectation, we start with our employees. We invest in tools, training, and resources to make sure everything they do aligns with our customer-first mindset. That includes not only our retail teams but also customer service agents and digital support. We ensure our training and resources are clear, simple, and consistent across all fronts.

What this creates is a unified experience. Whether someone walks into a store, talks to an agent, or connects with us online, the goal is that it feels like one Verizon. We are also enhancing the employee experience through technology. Our investments help employees personalize service. For example, when a customer schedules a VIP appointment online or by phone, we know what they have been exploring on our site and can tailor future interactions to their needs.

We have reduced friction points through personalized offers powered by technology. We are also evolving our stores to meet new expectations, including self-discovery and immersive experiences through AR and VR.

Ultimately, it all comes back to our focus on customer centricity and staying aligned around that principle.

Years ago, mobile devices were a luxury. Today, connectivity is an essential service. Our focus is on delivering that connectivity responsibly and equitably across the country.

How are your digital and physical channels working together to create a seamless customer experience? 

A few years ago, we used the term “phygital” to describe how we were blending physical and digital. That integration is more important than ever. Roughly 80% of customers start their journey online and then complete it in-store through pickup, locker access, or same-day delivery. The connection between digital and physical channels must be seamless.

When customers enter a store, we need to know what products and services they might be interested in while visiting our website to ensure the experience continues without interruption. It is about recognizing their journey and helping complete it, simply and efficiently, and whether that means processing an order or suggesting additional relevant products.

We are also evolving our stores to deliver tech-friendly experiences to showcase content and services such as Verizon Home Internet. These experiences promote self-discovery and allow customers to explore in a more engaging way.

What role does 5G home internet play as demand for reliable connectivity grows? 

The need for reliable connectivity is growing fast. With population and infrastructure expanding across the United States, our role is to deliver that connectivity across all geographies from dense urban areas to rural communities.

Our fixed wireless access (FWA) product is key, especially for customers in rural regions who lack access to traditional broadband. Expanding FWA is essential to closing the digital divide.

The pandemic made this need even more urgent. Remote work, online learning, and telehealth became essential. Many in remote areas could not participate. That moment forced everyone to rethink the importance of equitable access.

Our mission at Verizon is to take the innovation and grit that define our organization and push it forward to solve this challenge.

What innovations beyond AI are you most excited about right now?
I think we are just beginning to understand the potential of AI, not only at Verizon but across the entire industry. Our goal is to lead in the space of conversational AI. That means using AI to create personalized, efficient experiences in every interaction.

One key example is back on June 24, we launched what we consider the most advanced app redesign in the industry. Alongside that, we introduced the Verizon Business Assistant, an AI-powered tool that helps customers manage their bills, prepare for international travel, and receive tailored recommendations. It also supports our in-store teams by improving how we respond to customer needs.

AI is transforming how we engage with customers, but it also improves our infrastructure and operational efficiency. Still, our focus remains on delivering value, resolving issues on the first try, and providing fast service. Most importantly, we work to balance digital tools with real human connection. That mix is essential.

How is Verizon working with local communities and small businesses to expand digital inclusion and growth?
Our Verizon Small Business Digital Ready program provides entrepreneurs with tools to grow their businesses, covering branding, marketing, financial management, cybersecurity, and customer engagement. In Atlanta alone, over 34,000 small businesses use the platform. We also host workshops and actively partner with local chambers of commerce.

We launched the platform during the pandemic to help entrepreneurs who were struggling. It is one of the efforts we are most proud of.

Another initiative that is personal to me is Verizon Innovative Learning. I have two young kids, and when I think about technology, I care about access and fairness. This program offers free STEM education to students, including 3D printing, coding, and more.

Just recently, we opened a new lab at Sylvan Hills Middle School in Atlanta. These labs give students hands-on access to real technology, and the impact is powerful. Students walk in and immediately see new possibilities. Teachers also benefit by gaining tools that enhance their instruction and expand the curriculum.

Nationwide, we have reached more than 8.5 million students with this program. Our work in Atlanta, in particular, is something I take personally.

What are your top priorities for the Atlantic South market in the coming years?

The biggest priority is still delighting our customers with a great customer experience. We are focused on removing any friction that gets in the way of that. Whether it is during a purchase, when interacting with our systems, or at any other touchpoint, we want the experience to be seamless and enjoyable.

I review customer feedback daily and pay special attention to the areas where we are not meeting our brand promise. Our goal is to address those gaps. That could mean improving training, simplifying systems, or making changes across the customer journey. We want customers to stay with us because the experience is strong, and the value is clear.

We are also focused on delivering for our converged customers. Connectivity, especially reliable home internet, is a top priority across the Southeast. Our fixed wireless access product helps bridge that gap. It connects people to their families, to opportunities, and to the world.

Atlanta is a key part of that strategy. I moved here from Chicago eight years ago. It is a tech hub, a center of population growth, and a source of incredible talent. We see it as a place where ideas and innovation take shape before scaling across the country.

There are also major enterprises based here, and we are committed to serving them with the same level of excellence. Atlanta is central to how we grow our business and fulfill our purpose, which is to empower people where they live, work, and play.

That purpose shows up in everything from supporting small business owners and local students to helping major enterprises power their future. We are not just delivering service. We are trying to make a meaningful impact in people’s lives.