Grant Karsas

With digitization being a necessity to meet customer expectations in an increasingly digital world, the financial industry needs to embrace their local and relationship building “roots.” Credit unions need to identify relevant solutions and strategies to bring the best of the in-person experience to find where they can add warmth to the digital experience. Listen to credit union leaders discuss the importance of how to evaluate new features that can help build a deeper relationship with their customers, including:

• Understanding which aspects of physical banking interactions should be translated into digital
• Prioritizing and testing your UX for ease of use and accessibility
• Using data and transactional history to best understand customers’ needs and offer them the right product at the right time
• Identifying the best moments to implement self-service versus when to offer more in-depth discussions and support