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.