“Hybridization” is a branch strategy that melds in-person and digital banking; some people also call this trend “phygital.” Regardless of the label, it acknowledges that banking channels are not separate and that members want to use online and mobile for certain financial activities (ie, balance inquiries, check cashing and other basic transactions) and in-person for other usually more important and complicated issues (ie, mortgages, investment, all types of lending, etc.).

They salient point here is that your members expect that your CU can provide a multitude of ways for them to handle their finances the way that they want to – anywhere, anytime and on their terms.

Key Takeaway: Many members have a strong desire for human interaction when it comes to handling their important money concerns, and to help address this need we have developed our online queueing, appointment and video modules to make it as easy as possible for them to meet with your employees.