With digitization being a necessity to meet customer expectations, the financial industry needs to embrace their local and relationship building “roots.” Credit unions need to identify relevant strategies to bring the best of the in-person experience to digital channels. Credit union leaders discuss which aspects of physical banking interactions should be translated into digital experiences; how to prioritize and test UX for ease of use and accessibility; how to use data and transaction history to offer customers the right product at the right time; and when to implement self-service options versus those that require more in-depth discussion and support.
