Balancing Tradition and Technology: The Continuing Relevance of Credit Union Branch Locations
Despite the rapid advancement of technology in the banking sector, credit union members continue to express high levels of satisfaction with their institutions. According to the Credit Union Satisfaction Index 2015 by CFI Group, credit unions consistently rank among the highest in terms of customer satisfaction. While online and mobile banking have become increasingly influential factors in member satisfaction, the importance of physical branch locations remains surprisingly strong. Understanding Member Satisfaction The CFI Group’s report sheds light on the factors driving member satisfaction within credit unions. Unsurprisingly, online and mobile banking platforms play a significant role in shaping the overall member experience. These digital channels offer convenience and accessibility, allowing members to manage their finances anytime, anywhere. However, despite the rise of digital banking, the importance of physical branch locations cannot be overstated. The Resilience of Branch Locations Contrary to expectations, the report reveals that branch locations maintain their significance in the eyes of credit union members. Only a small percentage of respondents—11%—consider branch locations to be of little or no importance. This finding underscores the enduring value of in-person interactions and the role that physical branches play in fostering trust and building relationships with members. Embracing Convenience and Connectivity The modern banking landscape is characterized by a blend of traditional and digital channels, each offering unique benefits to members. Recognizing the importance of both physical branches and digital platforms, credit unions are exploring innovative ways to marry these channels seamlessly. One such solution is the implementation of online and mobile branch appointment setting applications. Introducing Mobile Appointment Booking Tools Mobile appointment booking tools offer credit unions a practical means of bridging the gap between physical and digital channels. These applications empower members to schedule branch appointments conveniently from their smartphones or tablets, enhancing accessibility and streamlining the branch visit experience. By leveraging such tools, credit unions can meet the evolving needs of their members while maintaining the personal touch of in-person interactions. Benefits of Mobile Appointment Booking The adoption of mobile appointment booking tools brings numerous benefits for both credit unions and their members. For credit unions, these tools optimize branch resources, reduce wait times, and improve overall operational efficiency. Additionally, they enhance member satisfaction by offering a convenient and hassle-free appointment scheduling process. Enhancing Member Experience From the member’s perspective, mobile appointment booking tools contribute to a more seamless and personalized branch experience. Members can schedule appointments at their convenience, ensuring dedicated time and attention from branch staff upon arrival. This personalized approach fosters stronger relationships between credit unions and their members, ultimately driving loyalty and retention. Key Takeaways In an era marked by technological innovation, the importance of physical branch locations in the credit union industry remains steadfast. While online and mobile banking platforms offer unparalleled convenience, the personal touch of in-person interactions cannot be replaced. By embracing solutions such as mobile appointment booking tools, credit unions can effectively marry tradition and technology, delivering a superior member experience that transcends digital boundaries.
From Physical to Digital: Transitioning with Better Lobby’s Hybrid Service Model
In today’s fast-paced world, credit unions are increasingly embracing a hybrid service model that merges the best of both physical and digital realms. This blend not only enhances accessibility and convenience but also significantly improves the overall member service experience. Better Lobby is at the forefront of this transformation, providing tools that facilitate a smooth transition from traditional methods to a more integrated, digital-first approach. The Hybrid Service Model Advantage Blending Digital with Traditional: A Tailored Member Experience The hybrid service model presents a powerful blend of digital and face-to-face interactions, designed to cater to all member preferences. This approach is particularly advantageous as it combines the efficiency of digital solutions with the personalized touch of in-person engagements. By adopting this model, credit unions can offer flexible and customized services, ensuring that all members feel valued and well-served, regardless of their preferred interaction method. Seamless Integration with Better Lobby Better Lobby champions the hybrid model by incorporating several key features that enhance both digital and physical member experiences: Video Meeting Platforms These platforms are a cornerstone of the hybrid model, allowing credit unions to break geographical barriers. Members can engage in detailed financial discussions via secure video calls, ensuring they receive expert advice without the inconvenience of travel. Good to Know: To optimize the video meeting experience, ensure your systems are equipped with high-quality video and audio capabilities. This not only improves communication clarity but also enhances the overall perception of your credit union’s digital proficiency. Sign-in Kiosks Positioned strategically within branches, sign-in kiosks streamline the member entry process. These kiosks reduce initial wait times and allow staff to allocate more time to meaningful member interactions. By automating the check-in process, credit unions can manage member flow more effectively, especially during peak hours. Good to Know: Integrating sign-in kiosks with real-time analytics can provide insights into peak visit times, helping you better manage staffing and resources. Online Queuing Systems Online queuing systems revolutionize how members plan their branch visits. By enabling members to check queue statuses and join lines remotely, these systems significantly reduce physical wait times and enhance overall visit planning. This not only improves the member experience but also allows credit unions to anticipate member needs more accurately. Good to Know: Implement promotional notifications via the queuing system to inform members about new services or products while they wait, enhancing cross-selling opportunities. By integrating these technologies, Better Lobby facilitates a seamless transition between digital and physical channels, embodying the true spirit of the hybrid service model. For credit unions, embracing this model means staying relevant in an increasingly digital world while preserving the irreplaceable value of human interaction. Reshaping the Future for All Demographics Adapting to Diverse Member Needs Better Lobby’s suite of tools is meticulously crafted to address the preferences of various member demographics, ensuring no group feels left behind in today’s fast-paced digital transformation. From millennials who often opt for swift, digital solutions to the baby boomers who appreciate a warm, face-to-face interaction, Better Lobby’s hybrid service model is designed to accommodate everyone. This strategic approach helps credit unions deliver tailored services that align perfectly with the unique preferences and expectations of each demographic group. Enhanced Flexibility and Member Satisfaction The integration of physical and digital services is not just about keeping up with technological trends; it’s about refining operational efficiency and elevating member satisfaction to new heights. This dual approach empowers members to choose their preferred method of interaction, providing unmatched flexibility. Whether it’s a quick digital transaction or a detailed in-person consultation, members can select the service mode that best suits their current needs and situations. Good to Know: Utilizing data analytics to track member usage patterns across different channels can help further personalize and improve service offerings, ensuring each member feels valued and understood. Embracing the Hybrid Model Looking ahead, the hybrid service model is poised to be a fundamental aspect of the credit union landscape. Credit unions that proactively embrace this model, especially with the support of platforms like Better Lobby, are strategically positioning themselves to meet and exceed the evolving expectations of their membership base. This approach not only secures a competitive edge but also ensures that credit unions remain relevant in an increasingly digital-focused market. Navigating the Digital Transition Transitioning from traditional to digital-centric operations can seem daunting, but it doesn’t have to be. With Better Lobby, credit unions gain a reliable partner equipped with the necessary tools and expertise to facilitate this shift smoothly and effectively. This support is crucial for credit unions aiming to seamlessly blend their esteemed traditions of personalized service with the efficiency and reach of modern technology. By adopting Better Lobby’s innovative solutions, credit unions can confidently step into a future where technology complements and enhances the personal touch that has always been at the heart of their service philosophy. This balanced approach ensures that all members, regardless of their technological proficiency or personal preferences, can enjoy a satisfying and inclusive banking experience. Key Takeaways Harnessing the Hybrid Service Model Better Lobby equips credit unions with a powerful arsenal of tools that are indispensable for navigating the shift towards a hybrid service model. This model skillfully combines the efficiency of digital solutions with the traditional warmth of personal interactions, ensuring credit unions can deliver a comprehensive service experience. Enhancing Member Satisfaction and Loyalty Adopting the hybrid model ensures that every member’s needs are met with precision and care, regardless of their preferences for digital or face-to-face interactions. This approach significantly boosts member satisfaction and fosters deeper loyalty, as members feel valued and understood by their credit union. Preparing for a Future-Focused on Flexibility The future of credit unions will increasingly depend on their ability to offer flexible, adaptive service options that appeal to a wide range of demographics. By embracing innovative technologies and service models, credit unions can stay ahead of member expectations, ensuring they remain relevant in a rapidly evolving financial landscape. Good to Know: Implementing a hybrid model can also serve
‘Digital First’ Not ‘Digital Only’
[Updated May 2025] What Credit Unions Should Do Now: 5 Key Takeaways from the BAI Banking Trends Report Credit unions are at a turning point. The BAI Banking Outlook Special Report reveals how quickly customer expectations are changing—and how much work financial institutions still need to do to keep up. From digital transformation to member experience, the message is clear: credit unions must adapt to compete and thrive. Here are five important things every credit union should take away from this report—and how Better Lobby can help. 1. Make Appointments and Queueing Part of Your CX Strategy 📊 Only 9% of financial leaders said their digital experience is “excellent,” yet members are demanding more flexibility and control. What to do:Let members book appointments online, join a virtual queue from their phone, or meet with staff over video or phone.Better Lobby offers all three, helping credit unions offer fast, easy, and personalized service—whether a member is on-site or remote. ✅ In-branch, phone, or video appointments✅ QR code check-ins and same-day queuing✅ Staff photos and bios during booking for added trust 2. Branches Still Matter—But They Need to Feel Smarter 🏦 While mobile dominates for Gen Z and Millennials, Boomers and Gen X still prefer visiting a branch—especially to open new accounts. What to do:Make the branch experience count. Use Better Lobby Kiosks for smooth check-ins, Wall Displays to reduce confusion, and staff scheduling tools to prepare for busy times. ✅ Members see where they are in line✅ Staff know who’s coming and why✅ Managers get reports to plan better staffing 3. Build Loyalty Through Experience—Not Just Products 💡 Younger generations (Gen Z and Millennials) are less loyal to one financial institution and more open to using Amazon, Apple, or PayPal for banking. What to do:Differentiate on service and relationships, not just rates and features. Better Lobby helps credit unions track visit history, staff notes, and service outcomes—so each visit feels personalized. ✅ Know your member before the conversation starts✅ Track visits across branches✅ Use visit history to offer smarter follow-up 4. Use Data to Work Smarter, Not Harder 📈 Credit union leaders say improving CX is their #1 business challenge, yet many aren’t using their data to improve operations. What to do:Better Lobby offers 50+ built-in reports and dashboard tools to help you: Track average wait times and appointment trends See which services are most requested Adjust staffing or hours based on real traffic patterns Data like this helps credit unions reduce friction, improve satisfaction, and cut waste—all with the tools they already have. 5. Support DEI, ESG, and Member Values 🌍 A growing number of members—especially younger ones—want to know their credit union shares their values. What to do:Better Lobby lets you display staff languages, areas of expertise, and even photos during booking—helping members feel seen and understood. Plus, by offering accessible check-in options, you support equity and inclusion in every interaction. ✅ ADA-friendly self-check-in kiosks✅ Member-facing text and labels customizable for any audience✅ Transparent, fair queue management reduces confusion and conflict Final Thoughts: Banking Trends Report The BAI report shows that expectations are rising, and competition is growing. But credit unions have a unique opportunity: to deliver high-tech service with a human touch. Better Lobby is built to help credit unions meet this moment—by improving operations, supporting staff, and creating a modern, welcoming experience for every member. Want to learn more? Let’s talk about how your credit union can turn insight into action. In the BAI Banking Outlook research on 2022 trends, financial services leaders reported that these are the top three ways accountholders utilize the branch network: open or close an account conduct a transaction resolve an account problem Appointments – whether in person or by video – are ideally suited to reasons 1 and 3. Experience shows that more accounts can be opened on the first visit with appointments. Plus return visits for the same new account opening are minimized because the member has been told exactly what paperwork to bring to the appointment. Read the full report by BAI here The following section is the original post from April 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. When it comes to resolving financial account problems, nothing beats a face-to-face conversation with an empathetic CU employee. Our CU partners are increasingly conducting these important meetings by video because Better Lobby Flexible Branches Video Meetings helps deliver a more personalized member experience from the member’s home, car, or office. Key Takeaway: Going forward, successful CUs will be the ones that combine robust digital-first capabilities with top-notch support from branches and contact centers. https://www.bai.org/wp-content/uploads/2022/01/the-top-banking-trends-and-challenges-for-2022.pdf
2021 Consumer Banking Report Reveals Continued Branch Importance
There are many striking findings in EPAM’s Consumer Banking Report 2021 that surveyed 4,500[…]
What BECU Teaches Us About Modern Credit Union Branch Strategy
What BECU Teaches Us About Modern Credit Union Branch Strategy [Updated May 2025] Even in a digital-first world, members still want the option to visit a branch—especially when they need advice, support, or help with big financial decisions. That’s the big takeaway from a recent interview with BECU, one of the largest credit unions in the U.S., about how their branch strategy is evolving. While some financial institutions are closing locations, BECU is growing—and doing it in a smarter, more flexible way. At Better Lobby, we believe their approach is a great example of what modern branch management can look like. Here’s what credit unions can learn. Modern Credit Union Branch Strategy: Members Still Want In-Person Help According to BECU, most members don’t come into the branch for simple transactions anymore. That’s what mobile apps are for. But when a member wants financial advice, help with a mortgage, or investment services, they still prefer to talk to a real person. BECU branches aren’t built around tellers. Instead, they’re staffed with financial consultants who focus on higher-value conversations. Routine services are handled digitally, while the branch becomes a space for deeper member relationships. ✅ How Better Lobby helps:Use appointment scheduling tools to match members with the right staff, whether they need loan guidance, retirement advice, or account help. 📅 Appointments Are Key During the pandemic, BECU saw a 400% increase in member appointments. That trend hasn’t slowed down. Members of all ages are booking time with staff for more complex needs—and they appreciate the ability to plan their visit instead of waiting in line. ✅ How Better Lobby helps:With our mobile-friendly appointment booking, members can schedule in-person, phone, or video meetings—on their own time. Staff can prepare in advance using visit history tools to offer better service. 🏗️ Branches Still Matter—But They Must Evolve Despite the rise in digital banking, BECU members are asking for more branches—not fewer. What they’re really asking for is access to great service when and where they need it. This doesn’t mean going back to traditional teller windows. It means building branches that support consultative service, offer a welcoming experience, and use smart tools to manage flow and staffing. ✅ How Better Lobby helps: Use our self check-in kiosks or QR code check-in to reduce front desk congestion Let members join the queue online so their wait time starts before they arrive Display real-time queue info with Wall Display modules for transparency and fairness Modern Credit Union Branch Strategy: Flexibility Is the Future BECU shows that credit unions don’t have to choose between digital and in-person service. The real power comes from combining both—letting digital tools free up staff to focus on what matters most: building strong, personal relationships. Better Lobby gives you everything you need to support this shift—from appointment booking and queue management to staff performance tracking and kiosk integration. If you’re looking to modernize your branch strategy while staying true to your member-first mission, we’re here to help. BECU On The Changing Strategies For Credit Union Branches How Better Lobby Modules Help Credit Union Members Every Step of the Way Credit union members don’t want to waste time waiting in line or wondering who can help them. They want clear options, fast service, and real human support when they need it. That’s where Better Lobby’s modules make a big difference. Each part of the Better Lobby platform is designed to help members have a smooth, organized, and friendly experience—whether they’re visiting in person, calling in, or joining a video meeting. Let’s break it down: 📅 Appointment Scheduling (Online & Staff-Side) What it does:Lets members book appointments online 24/7, or allows staff to book for them. Why members love it: No more guessing when to come in They get to meet with the right person at a time that works for them It shows that your credit union values their time 🧍 Kiosk Check-In (Physical & QR Code) What it does:Members check in on a touchscreen or by scanning a QR code on their phone. Why members love it: Fast and easy check-in process Reduces lines at the front desk Great for members who want a contactless experience ⌛ Online Queuing What it does:Lets members join a queue from home or their phone, before entering the branch. Why members love it: Their travel time becomes their wait time They can time their visit to avoid long lines It’s like having a digital “take-a-number” system that works anywhere 🖥️ Wall Display What it does:Shows queue order and wait times on a screen inside the branch. Why members love it: They can see where they are in line It prevents people from thinking someone “cut” in line Creates a more fair and transparent experience 🎥 Video Meeting Module What it does:Offers secure, scheduled video meetings between members and credit union staff. Why members love it: Great for busy or remote members No need to come into a branch for questions or consultations Members still talk to a real person, just online 📊 Survey Trigger Module What it does:Sends surveys after a visit using your credit union’s survey software. Why members love it: They feel heard and valued Feedback helps improve future service It gives members a voice 🧠 Member Visit History What it does:Tracks why a member visited, who helped them, and what was discussed. Why members love it: They don’t have to repeat themselves every time Staff already knows their needs and history It makes every visit feel personal and professional Final Thoughts: A Better Experience, Built-In Every module in Better Lobby is built with one goal: make the credit union experience better for members. Whether they’re walking into a branch, calling for advice, or meeting online, Better Lobby helps credit unions stay organized, responsive, and member-focused. That’s Modern Credit Union Branch Strategy. Want to learn how these tools work together to create a modern, friendly branch experience? We’re here to help. The following section is the original post from
Human+Digital
Why the Branch vs. Digital Debate Misses the Point [Updated May 2025] The banking world loves a debate—especially the one about whether branches are dead or here to stay. But according to new research from Cornerstone Advisors on The Financial Brand, this debate misses what really matters: people just want their problems solved—quickly and conveniently. So instead of asking, “Should we invest in branches or go fully digital?” the better question is, “How do we make it easy for members to get what they need—whether they’re online or in person?” That’s where tools like Better Lobby come in. The Real Issue: Convenience Wins Here’s what the Cornerstone study found: Many people visit branches not because they prefer them, but because digital channels didn’t work for their situation. Younger members (Gen Z and Millennials) are especially likely to start online and switch to a branch only when something goes wrong. Members want their credit union to work like the rest of their life—simple, fast, and available on their terms. In short: when digital works, people don’t need the branch. But when it doesn’t, they still need someone to help—and they want that help fast. It’s Not Branch OR Digital—It’s Both The study says we should stop thinking of digital vs. branch as a competition. Instead, we should focus on “human + digital” service. Better Lobby helps credit unions blend both worlds by: Letting members join a queue or book an appointment online, then walk into the branch already checked in Offering video and phone appointment options so people get help without needing to visit Giving staff access to visit history, so members don’t have to explain things twice Allowing for real human interaction, while using tech to make that process faster and smoother What Members Really Want: A Relationship, Not a Channel The study also shows that many members—especially younger ones—value having a personal account manager, even if that relationship happens online. They want someone to: Check in on their overall financial health Give real advice, not just product pitches Help them solve problems when something goes wrong Better Lobby’s scheduling tools make it easy for members to choose who they meet with and how—in-person, phone, or video. That way, even digital-first members can build real relationships with your staff—without waiting in line or visiting a branch when they don’t have to. Final Thought: About Branch vs. Digital Branches aren’t dead. Digital isn’t enough. It’s not either-or—it’s both. What members care about is getting the help they need, when and how they need it. With Better Lobby, your credit union can offer flexible, personal, and efficient service—wherever the member journey begins. The following section is the original post from December 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent Financial Brand article posed 2 important questions for CUs: 1) How can digital technologies enhance person to person interactions? 2) How can digital technologies be better utilized when branch interactions are not convenient? Our Product Development team has given a great deal of thought to these questions and subsequently directly addressed them with our solutions. Our Kiosk module helps with question 1 by allowing your branch visitors to easily check-in and then engage in other branch-provided activities with the confidence that branch staff knows of their arrival and that they will be served by your employees in the appropriate order. To address question 2, we developed our Flexible Branches Video Module. This affordable module extends the conventional Better Lobby Branch Service Queue beyond the physical branch so that video visitors waiting in the virtual lobby can be seen and served by expert staff at any Better Lobby equipped location – plus employees can work from home if needed. Key Takeaway: All of your channels need to work together in a single process that meets member needs in a manner most convenient to them.
Personalized services VERSUS personal interactions
What Credit Unions Can Learn from 4 Key Banking Trends [Updated May 2025] The world of banking is changing—and fast. But not all the change is digital. A new global report shows 4 Key Banking Trends that while members use mobile apps and digital tools more than ever, they still want human service, physical branches, and personalized advice. At Better Lobby, we believe this is good news for credit unions. You already focus on relationships, community, and member-first service. The key is having the right tools to deliver that experience efficiently and consistently—both online and in-branch. Here are four major trends from the EPAM Consumer Banking Report 2021 and what they mean for credit unions using Better Lobby. What are the 4 Key Banking Trends? 1. 🤝 People Want Personal, Not Just Personalized Many banks focus on automation, chatbots, and self-service tools and call that “personalization.” But according to the report, what people actually want is real human interaction. In fact, 34% of members surveyed said they want more personal interaction with their financial institution—not less. ✅ What this means for credit unions:You don’t need to replace personal service—you need to support it. Better Lobby helps by: Allowing members to book appointments with specific staff Showing staff photos, bios, and service types during scheduling Making it easy to have a face-to-face, phone, or video conversation Recording visit history so members don’t have to repeat themselves 2. 🏦 Branches Aren’t Dying—They’re Evolving Think branches are outdated? Think again. According to the study, U.S. consumers expect to visit their credit union branch more than 40 times a year. And younger generations agree—30% of Gen Z said branches have become more important to them since the pandemic. ✅ How Better Lobby helps: Offers self check-in kiosks or QR code check-ins to reduce front desk bottlenecks Lets members join a queue before arriving—turning travel time into wait time Displays queue positions on Wall Displays to keep visits fair and transparent Branches aren’t going away—they just need to be smarter, faster, and easier to navigate. 3. 🧑🎓 Gen Z Wants Advice, Education, and Engagement Gen Z may be tech-savvy, but they also want real financial guidance. According to the report: 46% would visit a branch to drop in for financial advice 40% want branches to offer financial education sessions 61% want their credit union to offer help managing money ✅ Better Lobby makes this easy: Staff can schedule advice sessions and prepare with the member’s visit history Branches can run financial education workshops using our appointment tool to manage attendance Staff can track member needs over time with our Cross-Selling and Visit Notes tools 4. 💡 Members Use Multiple Services—But Stay for the Experience The study found that 36% of consumers prefer using different financial providers for different needs—but most still stay loyal to one main credit union or bank. Why? Trust, security, and a good member experience. ✅ With Better Lobby, you can strengthen that loyalty by: Keeping visits smooth and organized Making it easy to access help from the right person Giving staff the tools to deliver memorable service every time When service is fast, personal, and helpful, members are more likely to stick with you—even if they explore other apps or platforms. Final Thoughts about 4 Key Banking Trends This new data shows that credit unions are already well-positioned for the future—members want connection, not just convenience. But delivering that consistently requires tools that combine efficiency and personalization. Better Lobby gives your credit union everything you need to: Improve the in-branch experience Serve members faster Offer real human support—on their schedule Meet Gen Z’s need for guidance and education And reduce wait times without sacrificing service quality The following section is the original post from November 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Want to align your branch strategy with these trends? Let’s talk about how Better Lobby can help. The findings of a big new study by EPAM Systems states that FIs are overconcerned with providing personalized services – when in reality people actually want personal interactions. The report concludes that “interacting in a real-time way with another human being — that’s a service that consumers indicate they are interested in.” Their survey results back up these conclusions: • American banking consumers expect to visit their branch more than 40 times a year going forward. • Gen Z respondents said access to a physical branch had become more important to them in the past year, especially as Covid-19 forced branches to close temporarily. Key Takeaway: Digital services play a very important role in the modern banking landscape, but they may not be as effective as CUs think for genuinely taking care of member needs. In fact, many members are looking to their local branch as a place for more personal interactions regarding their finances.
Omnichannel Commerce is Accelerating
[Updated May 2025] Blending Digital and In-Branch: What Credit Unions Can Learn from Omnichannel Payment Trends Omnichannel Is Here to Stay—And It’s Not Just for Retail A recent Carat Insights report from Fiserv highlights a powerful shift in how people prefer to interact with businesses—and the lessons apply far beyond grocery stores and online retail. For credit unions, the rise of omnichannel commerce is a strong reminder that members expect flexibility, choice, and consistency—no matter how they engage with their financial institution. From the growing use of digital wallets and contactless payments to the blend of online and in-person experiences like “Buy Online, Pick Up In-Store” (BOPIS), this report provides clear guidance: members want an integrated experience, and credit unions must adapt their branches and digital tools to match. What the Fiserv Report Says The report gathered insights from 2,200 U.S. consumers and tracked over a billion transactions. Here’s what stood out: 60% of consumers used BOPIS at a restaurant, 48% at a retailer, and 44% at a grocery store. Omnichannel spend is booming, up 77% in restaurants, 71% in grocery, and 39% in retail. In-store contactless payments grew by 450% in just one year. Digital wallet use nearly quadrupled online. Debit cards are now the top way younger consumers pay online. BNPL (Buy Now Pay Later) is gaining ground, especially among high-income users. QR codes are widely recognized (76%) but underutilized (only 26% have used them for payments). What This Means for Credit Unions Credit unions aren’t in the business of selling groceries—but the expectations around service and convenience now apply to every industry, including financial services. Here’s how credit unions can apply these lessons to modernize service: 1. Create a Seamless Omnichannel Experience Members shouldn’t feel like they’re dealing with two different credit unions depending on whether they visit a branch or use your app. With Better Lobby, credit unions can unify digital and in-branch experiences through: Online appointment scheduling Video and phone consultations Real-time lobby queuing QR code check-ins for walk-ins or scheduled visits Just like shoppers want to order online and pick up in-store, members want the freedom to choose how they interact with their credit union—whether for opening a new account, meeting with a loan officer, or getting quick help. 2. Modernize Branch Services Without Losing the Human Touch Omnichannel doesn’t mean eliminating branches—it means making them more efficient, helpful, and personalized. The Fiserv report found that people still value physical locations, especially when paired with digital tools. Better Lobby supports this balance by: Giving members the power to schedule visits in advance Helping staff prepare for each member interaction Providing transparent wait times with wall displays Allowing flexible service through kiosks, video, or face-to-face 3. Keep Up with Digital Payment Trends While Better Lobby doesn’t process payments, our platform is part of the digital transformation journey that members expect. Credit unions that support digital wallets, contactless cards, and virtual consults position themselves as forward-thinking and member-centric. As Gen Z and Millennials increasingly rely on mobile-first services and expect instant, convenient interactions, Better Lobby helps credit unions meet them where they are—without sacrificing the human connection. Key Takeaway: Blending Digital and In-Branch Credit union members want convenience—but they also want trust, guidance, and human support. Omnichannel isn’t a trend anymore—it’s the standard. Better Lobby makes it easier for credit unions to deliver on this expectation by connecting digital and in-branch service through one unified platform. The following section is the original post from February 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A Fiserv Carat Insights report shows that commerce experiences that blend the physical and digital are increasingly popular among consumers. Omnichannel spending that encompasses a mix of online and in-store business models grew substantially year-over-year, with increases of omnichannel spend seen in verticals including restaurant This consumer desire for omnichannel experiences is increasingly crossing over to CUs as well. Case in point: Many of our clients continue to adopt our Flexible Branches Video Meetings module to digitally serve members without the need for them to come into a branch. Key Takeaway: The digital and physical channels, once separate, are coming together in many ways. Better Lobby manages visitor meetings in this entire “space.”
Benefits of Digital Queue Management Systems for COOs of Credit Unions
In the digital age, credit unions are increasingly turning to technology to streamline operations and enhance member satisfaction. One of the key innovations in this space is digital queue management systems. These systems revolutionize how members interact with their credit union, significantly impacting service delivery and operational efficiency. Introduction to Digital Queue Management for COOs What is Digital Queue Management? Digital queue management involves using software systems to manage and minimize wait times in service areas, particularly in credit union lobbies. These systems monitor the flow of members, optimizing the service process from start to finish. Why Credit Unions Need Digital Queue Management For credit unions, the focus is always on member satisfaction and operational efficiency. Digital queue management systems address both by reducing wait times and streamlining service delivery, thereby improving the overall member experience. Core Benefits of Digital Queue Management Systems Enhanced Member Satisfaction Digital queue management systems play a crucial role in enhancing the satisfaction of credit union members. By significantly reducing wait times, these systems ensure that members are served quickly and efficiently, respecting their time and schedules. The swift service not only enhances their experience but also fosters greater loyalty and encourages positive reviews and referrals among their networks. Good to Know: Implementing feedback mechanisms through digital queuing solutions can help credit unions gather immediate responses on service satisfaction, allowing for quick adjustments and personalized follow-ups. Increased Operational Efficiency When queue management is automated, the need for manual oversight diminishes, allowing staff to dedicate more time to providing personalized and detailed service to members. This shift not only speeds up transaction times but also improves the overall allocation of resources. Staff can be dynamically reassigned based on real-time queue data, ensuring that no single point gets overwhelmed, which maintains a steady flow of service. Good to Know: Advanced queue management systems can integrate with existing workforce management tools to align staff schedules with predicted peak periods, enhancing operational readiness. Data-Driven Decision Making One of the most powerful advantages of digital queue management systems lies in their ability to collect and analyze vast amounts of operational data. Credit unions can access detailed reports on metrics such as peak visit times, average wait times, and member visitation patterns. This data is invaluable for making informed decisions regarding branch operations, from adjusting staff shifts to planning for high-demand periods. Good to Know: For COOs looking to further leverage this data, integrating queue management analytics with BI tools can provide deeper insights into how service times impact overall member satisfaction and branch efficiency. This targeted approach to managing queues not only streamlines operations but also directly contributes to a more strategic management of branch resources, enhancing both member satisfaction and operational efficiency. Implementing Digital Queue Management in Credit Unions Choosing the Right System For COOs seeking to enhance operational efficiency, selecting an appropriate digital queue management system is a critical decision. The ideal system, such as Better Lobby, should not only meet the current needs of the credit union but also possess the flexibility to scale as the institution grows. This ensures longevity and adaptability of the investment. Compatibility with existing technological infrastructure is a must to facilitate smooth integrations and operations. Good to Know: While assessing systems, prioritize those offering robust data analytics capabilities, as these insights can drive further enhancements in service delivery and operational planning. Integration with Other Technologies A digital queue management system achieves its full potential when integrated with other key technological solutions within the credit union. This includes synchronization with CRM systems, which enriches member profiles with real-time service data, and appointment scheduling software, which can reduce no-shows and optimize member flow. Such integrations create a cohesive technology ecosystem that enhances the overall efficiency and member experience. Good to Know: Integration isn’t just about software compatibility; it’s also about creating a seamless experience for members who use multiple touchpoints of your services. Training and Adoption The success of new technology implementations within credit unions heavily relies on staff adoption. Comprehensive training programs are crucial in equipping staff with the necessary skills to utilize the digital queue management system effectively. Beyond initial training sessions, ongoing support and refreshers can help maintain high usage standards and ensure that the staff remains comfortable with system updates and new features. Good to Know: Consider implementing a phased training approach, starting with core functionalities before introducing more advanced features. This can help reduce overwhelm and increase overall system adoption rates. For COOs of credit unions, the implementation of a digital queue management system is not just a technological upgrade but a strategic move towards enhanced operational efficiency and improved member service. Ensuring careful selection, integration, and thorough staff training are essential steps that will lead to a successful transition and realization of long-term benefits. Future of COOs and Queue Management in Credit Unions Trends and Innovations The trajectory for queue management in credit unions is clearly pointing towards the integration of more sophisticated technologies such as Artificial Intelligence (AI) and predictive analytics. These advancements are set to revolutionize how credit unions forecast member traffic and service requirements. By leveraging AI, queue management systems can predict peak times with remarkable accuracy, enabling COOs to allocate resources more effectively and enhance member satisfaction by preemptively managing wait times and service expectations. Good to Know: Investing in AI-driven analytics can also help in identifying patterns and trends in member behavior, which can be pivotal for strategic planning and service enhancements. Embracing Digital Transformation In the rapidly evolving financial landscape, digital transformation is no longer optional but a necessity for staying competitive. For COOs, this means harnessing the potential of digital queue management systems to transform both member experience and back-end operations. These systems facilitate a smoother transition to digital processes, aligning with broader digital transformation goals such as improving service delivery and operational agility. Good to Know: Digital transformation through queue management not only enhances operational efficiency but also supports environmental sustainability by reducing the need for physical materials and
Video Meeting Solutions for Remote Banking Services
In the digital age, remote banking services are more than a convenience—they are a necessity. With the rise of video meeting solutions, financial institutions can offer personal, real-time services to their customers regardless of geographic barriers. This article explores the integration of video meeting solutions into remote banking services, highlighting their benefits, implementation strategies, and best practices. Introduction to Video Meeting Solutions in Banking What Are Video Meeting Solutions? Video meeting solutions involve software platforms that enable virtual face-to-face interactions between bank staff and customers using video calls. These platforms are designed to simulate an in-branch experience, providing personal customer service without the need for physical presence. Why Incorporate Video Meetings in Banking? The adoption of video meeting solutions allows credit unions and banks to extend their reach, offer extended service hours, and improve customer satisfaction by providing convenient, immediate banking assistance. Benefits of Video Meeting Solutions Expanding Accessibility Imagine talking to your credit union manager or loan officer from your living room or while at a park. Video meetings make this possible. You don’t need to travel to a branch, which is great if you live far away or find it hard to move around. This technology lets you connect with your credit union no matter where you are, just like video calling your family. Good to Know: You can use any device with a camera, like your smartphone or tablet, to start a video meeting with your credit union. It’s just like making a video call to a friend! Enhancing Customer Experience Have you ever wished that banking felt more personal? Video meetings help make this happen. When you can see and talk to someone face-to-face, even through a screen, it feels more friendly. Credit unions can give you advice, help solve your problems, and really get to know you through these video chats. This makes you feel valued and builds trust, making you more likely to stick with your credit union. Good to Know: Some credit unions even let you schedule video meetings ahead of time, so you can plan when to discuss important things, just like setting up a coffee date. Operational Efficiency Think of how much time you spend traveling to a branch and waiting for your turn. Video meetings cut all that out. They save money for credit unions because they need less space and fewer resources like electricity and furniture. They also make things more efficient by letting staff talk to more members in less time, without anyone having to travel. Good to Know: Credit unions that use video meetings can sometimes help you faster and more often because their staff isn’t tied up with only the people who walk into a branch. Implementing Video Meeting Solutions in Banking Choosing the Right Platform When your credit union starts using video meetings, the first big step is picking the right platform. There are many video conferencing solutions. This is super important because it needs to be safe, work well, and follow strict rules set by people who watch over privacy and security in banking. You want a system that keeps all your chats private (that’s what end-to-end encryption does), is easy for everyone to use, and works well with the computer systems the credit union already has. Training and Adoption Just having the tools isn’t enough. Everyone needs to know how to use them. Credit unions should teach their staff how to use video meeting tools so they can help you best. And for members like you, they should make easy guides or maybe even quick video tutorials that show you how to start a video call. This makes sure everyone feels okay using the new tech. Good to Know: Some credit unions might offer a demo video call when you first try out their service, so you can learn by doing without the pressure of an official appointment. Marketing the New Service It’s not enough to just have video meetings available—you have to let people know about it! Credit unions should tell their members all about their new video meeting options. They can send emails, post on social media, or even put up signs in branches. This helps you and others learn about how you can talk face-to-face with credit union staff from anywhere, all through video! Good to Know: Look out for special promotions or informational webinars that introduce how to use video banking. Joining these can sometimes give you helpful tips and maybe even perks for using the new service. Best Practices for Video Meeting Solutions in Banking Maintain High Security Standards When we talk about video meetings in banking, keeping things safe and private is super important. Banks need to make sure they use really strong security steps to keep your info safe during video chats. This means using tough-to-crack security stuff and keeping their systems updated all the time so no bad guys can sneak in. Good to Know: Always check for a little padlock icon in the address bar of your video meeting platform to ensure the connection is secure. Ensure High-Quality Video and Audio Nothing is worse than a video call where you can’t see or hear the other person well, right? That’s why banks should use really good cameras and microphones. This makes sure you can see and hear everything clearly, making the chat feel more like a real face-to-face meeting. Good to Know: If you’re preparing for a video meeting, finding a quiet spot and using headphones can really help make the conversation clearer. Schedule Flexibly People are busy, and everyone has different schedules. Banks can make it a lot easier by letting you choose times for video meetings that work best for you. This way, whether you’re an early bird or a night owl, you can find a time that fits your life without having to rearrange your whole day. Good to Know: Many banks now offer booking through an app or website, where you can see all available times and book your
Maximizing the Benefits of Video Meetings for Credit Unions
In today’s digital age, credit unions are uniquely positioned to enhance member engagement and satisfaction through video meetings. The Better Lobby Flexible Branch Video Module offers an innovative solution, allowing members to connect with credit union staff from anywhere. This capability is not just a convenience; it’s a game-changer in personalized banking services. Let’s explore how credit unions can fully leverage this technology to maximize its benefits, ensuring the link for video appointments is highly visible, effectively communicating the availability of video meetings, and maintaining sufficient staff for on-demand and scheduled video interactions. 1. Prominently Display the Video Meeting Link Ensuring that the link for members to book video appointments is highly visible is key. Place this link strategically on the main menu or the homepage of your website where it is easily accessible. This reduces friction and makes it effortless for members to schedule appointments, leading to increased engagement and satisfaction. 2. Inform Members About Video Meeting Options Communication is critical. Make it a point to inform members about the availability of video meetings while they are in the branch. This can be achieved through digital signage, brochures, or by training staff to notify members during regular interactions. Highlighting this option caters to those who prefer digital interactions and enhances convenience. 3. Staff Availability for On-Demand and Scheduled Video Meetings It is essential to ensure that there are dedicated staff available to handle both on-demand and scheduled video meetings. This means having trained personnel ready to connect with members at designated times, which helps in managing member expectations and delivering a seamless service experience. Credit Unions who utilize the video on-demand option and create an amazing member experience have staff dedicated to monitoring the on-demand virtual lobby. Branches that have low face-to-face traffic are ideal to monitor the virtual lobby, turning a low-traffic branch into a high-traffic virtual branch. 4. Utilize Helpful Information Related to this Appointment Topic Setting up helpful information related to the appointment topic helps members when they book the appointment and lets them know how they should be prepared for the video appointment. It gives both staff and members a clear understanding of what will be discussed, which helps in keeping the meeting concise and focused. You could also include information about the process (loan application, mortgage application, opening a new account, etc), this can be simple bullet points or a detailed plan, depending on the complexity of the topics to be covered. 5. Follow-Up Communications After a video meeting, sending a follow-up email can make a big difference. This email should thank the member for their time, summarize the discussion points, and outline the next steps. This not only reinforces the credit union’s commitment to member service but also ensures that both parties are on the same page moving forward. Key Takeaways about Video Meetings for Credit Unions Embracing video meetings is more than just adopting new technology; it’s about transforming the member experience. By making video meeting links easily accessible, informing members proactively about their meeting options, and ensuring staff availability, credit unions can provide a seamless and enriched service experience. This approach not only meets the evolving expectations of members but also sets the stage for deeper engagement and loyalty. As we continue to navigate a digital-first world, the integration of such technologies will be crucial in keeping credit unions at the forefront of customer-centric innovation.
Taking a Consultative Approach
In a recent Banking Exchange article, this question was posed: Can education and consultations really keep traditional FIs competitive? The author states that the answer is a definitive Yes. He points to Best Buy as a real-world example. In a successful effort to differentiate themselves from Amazon and other pure online retailers, the electronics vendor introduced an advisor program in 2016 for free in-home consultations. This decision ultimately helped Best Buy built trust and loyalty that continues to help keep the company healthy today. Key Takeaway: As branch transactions continue to decline, the need for personalized advice and consultation continues to grow. Whether in-branch (via appointments or walk-in) or by Video (appointment or unscheduled), Better Lobby Solution makes it easy for CUs to hold productive and consultative member visits in whatever channel the member desires.
Video banking is becoming mainstream
AT&T introduced the Picturephone way back in 1964 at the New York World’s Fair, but video calling would not move into the mainstream until Skype came out in 2003. Video banking has also been around for many years, but it wasn’t until the pandemic hit that it became much more commonplace for Americans who suddenly became Zoom knowledgeable. Video banking opens up many possibilities for credit unions to: Deliver better member service Extend operating hours Shorten wait times Make more specialized skills remotely available Key Takeaway: Many members still value face to face contact and video banking steps up to add the convenience of digital face to face meetings that members need.
Video’s Impact on Member Satisfaction
In a recent PYMTS article, the research firm notes that 97 percent of FIs that offer video banking said their net promoter score (NPS) — a metric used to gauge customer satisfaction — was as good or better than their other channels, and 90 percent of video banking users said they would be willing to use video banking again. Why do so many people like video interactions? One reason is that they are comfortable with video meetings from the pandemic, but perhaps a bigger reason is that they like the level of personalization that video offers. The article goes on to state that a notable 97 percent of consumers said that high-quality customer service was somewhat or very important, meaning it ranked higher than low fees, fraud protection and mobile access. Video goes a long way in meeting consumer desires for personal service, especially when branches are closed. Key Takeaway: Our Flexible Branches Video Meetings module enables personalized and expert service at a distance while equipping your CU to handle both unscheduled video visitors and video appointments.
Digital-First Branch Remodeling
Digital banking practices and credit union branches are 100{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} complementary. Without a doubt, branches are enviable assets to online-only neobanks. However, one big question for CUs is how to integrate digital technologies into their lobbies. In a recent article in Banking Dive, an EVP at Mastercard offered these 5 suggestions: touch-screen interfaces staff as tech-enabled concierges video conferencing facial recognition upon arrival immersive virtual reality workshops Our Kiosk module can help with options 1 and 2, while our Flexible Branches Video Meetings module has you covered for option 3. Key Takeaway: When remodeling your branches, you need to carefully consider how to make them more “digital friendly” and we are here to help.
Exploring the Boundaries of Digital Banking: Addressing Limitations and Expanding Solutions for Credit Unions
In the ever-evolving landscape of banking, the transition to digital platforms has been nothing short of transformative. From convenient mobile applications to seamless online transactions, the advent of digital banking has undoubtedly revolutionized the way consumers manage their finances. However, amidst this technological advancement, it’s imperative to acknowledge the inherent limitations that digital banking presents, particularly in the realm of credit unions. J.D. Power’s Retail Banking Satisfaction Study sheds light on a crucial aspect often overlooked in the digital banking discourse – the significance of face-to-face interactions. While mobile channels offer unparalleled convenience and accessibility, they inherently lack the depth and nuance of in-person conversations. The study reveals that even consumers who primarily utilize digital channels express a longing for the interpersonal dynamics that branch interactions afford. Whether it’s seeking financial advice or resolving complex issues, there’s a tangible preference for the human touch that digital platforms struggle to replicate. Undeniably, the COVID-19 pandemic accelerated the adoption of digital banking, with many consumers embracing remote alternatives as physical branches shuttered across the nation. However, despite the surge in digital-only consumers, J.D. Power’s findings underscore a persistent trend – individuals who maintain a balance between digital and branch interactions tend to report higher levels of satisfaction. This correlation suggests that while digital platforms offer convenience, they may fall short in catering to the multifaceted needs of credit union members. So, what does this mean for credit unions striving to enhance member satisfaction and retention? The key takeaway lies in recognizing the value of face-to-face interactions and devising innovative solutions to bridge the gap between digital convenience and personal engagement. One such solution is the integration of appointment scheduling systems, allowing members to book in-person meetings at their convenience. By facilitating structured face-to-face interactions, credit unions can cater to the preferences of members seeking personalized assistance and advice. Moreover, embracing online queuing mechanisms can further optimize the branch experience, minimizing wait times and streamlining member interactions. By leveraging digital tools to enhance the efficiency of in-person service, credit unions can strike a balance between convenience and personalized attention, thereby catering to the diverse needs of their membership base. In essence, while digital banking offers unparalleled convenience and accessibility, it’s essential to acknowledge its inherent limitations in fulfilling the holistic needs of credit union members. By embracing a hybrid approach that combines digital innovation with personalized engagement, credit unions can navigate the complexities of modern banking while prioritizing the satisfaction and well-being of their members.
Redefining Member Engagement: Banking Should be Personal
In the realm of financial services, the personal touch remains a cornerstone of the member experience. As Garret Reich, Editorial Associate with The Financial Brand, aptly articulates, “Few topics are as intimate, intimidating, and important to people as money.” This sentiment underscores the enduring appeal of face-to-face interactions within credit union branches. In an era dominated by automated systems and impersonal transactions, the branch serves as a sanctuary for meaningful connections. Members cherish the opportunity to engage with a real, live human—a service representative who can address their financial concerns with empathy and expertise. The shift in terminology—from “teller” to “service rep”—is indicative of a broader transformation within the banking landscape. Branches are no longer mere transaction hubs; they are evolving into service centers, prioritizing higher-value interactions over routine transactions that are better suited for digital channels. As we navigate the post-pandemic landscape, the role of branches continues to evolve. Personal appointments, tailored to the member’s schedule and preferences, emerge as the preferred mode of engagement. This personalized approach not only enhances the member experience but also ensures that their needs are met with precision and care. Expanding Branch Capabilities with Better Lobby In response to the evolving demands of modern banking, credit unions are turning to innovative solutions to enhance their branch operations. Better Branches Technology recognizes this shift and is proud to introduce Better Lobby—an advanced software platform designed to revolutionize the way credit unions serve members in their branches. Better Lobby goes beyond traditional lobby management systems, offering a comprehensive suite of features tailored to meet the unique needs of credit unions. From appointment scheduling and member check-in to real-time staff tracking and performance analytics, Better Lobby empowers credit unions to deliver exceptional service while optimizing branch efficiency. One of the standout features of Better Lobby is its seamless integration with existing credit union systems, ensuring a smooth transition and minimal disruption to daily operations. Whether credit unions are looking to streamline their lobby management processes, improve member engagement, or maximize staff productivity, Better Lobby provides the tools needed to achieve these goals and more. By harnessing the power of Better Lobby, credit unions can transform their branches into dynamic hubs of member interaction, where personalized service and convenience are paramount. As the banking landscape continues to evolve, Better Branches Technology remains committed to empowering credit unions with cutting-edge solutions that drive success in the digital age. Key Takeaway: Embrace the changing face of branch banking. By prioritizing personalized interactions and leveraging technology to streamline operations, credit unions can elevate the member experience and strengthen relationships in the digital age. Your branches will most likely look quite different post-pandemic, and increasingly the best way to serve members in the branch will be via personal appointments scheduled at the member’s convenience.
Silicon Valley in Mayberry
Some observers are pointing out that there is really no need to engage in any “digital versus branch” debates. Members want to trust that you can meet them wherever they are: in the branch, at home or on the go. It is all about convenience and what is the most appropriate way to handle each member’s particular issue. Online and mobile banking are well suited to basic transactions, while video and face to face are often preferred for financial advice and more complicated issues. Key takeaway: We have long recognized that members want both digital and branch options, so our solutions are designed to strike a balance between the personal interaction that is important to your members, while also providing digital options that many members desire.
Path Forward Involves Blending Digital and Physical
2020 has been challenging for everyone, but what it has revealed is that members want a blend of physical and digital service from their credit union. Amit Aggarwal, Managing Director of Digital Solutions at J.D. Power, put it very succinctly in a recent Financial Brand article: “An effective path forward lies not in segmenting digital and physical customers, but in developing a holistic approach to integrating and expanding customer relationships across engagement channels — including those that have been temporarily de-emphasized.” Trust is key – members want to know that you can meet with them in the branch, at home or on the go. Key Takeaway: One of our biggest goals is delivering solutions that help CUs strike a balance between the personal interactions that are important to members, and the video and digital service that many members desire.
Branch Banking Remains Popular After COVID-19
In a recent poll conducted by Boston Consulting Group, just 3{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of Americans said they would stop using branch banking altogether in response to the coronavirus pandemic. Without a doubt, this means that closing branches would not be advisable. Yet, CUs must seriously rethink how they plan to handle lobby visits post-pandemic. Better Lobby offers may ways to keep your lobbies open – both safely and efficiently: Appointments Online Queuing “Text me when I’m soon to be served” Key Takeaway: Your members expect and want access to face to face meetings. Fortunately there are affordable ways to meet their needs.
Digital & Branches Are Completely Complementary
Over the years, many new banking channels have come on the scene: ATMs, Telephone Banking, Online Banking, Mobile Banking, Video Banking and more. After every advancement, some pundits have always predicted that the latest innovation will replace branches. However, the reality is that new channels have never replaced old channels – they merely add another layer of convenience for the member. It is safe to assume that this multi-channel reality will remain post-pandemic. Banking consultant Dave Martin sums it up nicely: “I believe that customers of well-run financial institutions are going to come out of this period with newfound appreciation for digital and remote channels, while also becoming more grateful for the physical presence of branches and bankers.” Key Takeaway: Digital channel usage is currently accelerating, but branches remain relevant. At Better Branches Technology, we are committed to helping connect all channels so that CUs can continue to deliver great service, however members choose to interact with them.
Members Still Desire Branch Access
Without a doubt, digital channels are truly helping members handle many of their transactional banking needs during the current coronavirus pandemic. This increased online/mobile transaction volume has led some pundits to suggest that post-pandemic there will be little to no need for branches. But as long-time banking consultant Dave Martin wisely points out: “what customers desire is access to bankers. Customers do not miss the buildings. They miss personally interacting with and being assisted by actual bankers.” Key Takeaway: Even your most fervent digital-first members are not digital-only – most still desire face-to-face human contact in your branches when making important financial decisions.