One thing is unavoidable for all credit unions – consumer behavior continues to shift toward virtual service channels.

We're beginning to see rapid adoption of mobile banking and a desire for native tablet banking apps. Online banking, too, is evolving with heightened expectations for personal financial management and more robust payment options.

We are living in a Web-based world, and expectations for high service quality extend well beyond the office hours at your brick and mortar locations. Gone are the days when high member satisfaction meant having friendly and knowledgeable staff. Credit unions are now being judged on a dizzying array of devices and are expected to deliver great service at each point of contact.