Delivering Beyond Digital Customer Service: Are you ready?

Prior to the disruption that the COVID-19 pandemic caused to the financial services industry, digital transformation was a bullet point on an annual project list for credit unions across the nation. As stay-at-home orders and social distancing measures began to limit hours of operation for credit unions, the promise of virtual banking at scale, which was once a far-out item on a wish list, quickly became a critical necessity. Now that credit unions have adapted to the changes brought on by the pandemic, industry standards for the digital member experience are shifting.

Today, credit unions must reimagine their long-term communications strategies to support their success in an industry becoming increasingly less reliant on brick-and-mortar locations and heavily focused on virtualized communications. To mitigate the risk of losing members in an increasingly virtual world, credit unions must shift their focus to a new digital engagement methodology that encompasses the virtualization of work functions across the entire branch rather than simply the call center.

Use the resources below to plan for your journey or sign up for a one-on-one consultation with our experts.