Having an online and mobile presence is no longer enough. The evolution of financial services involves enabling a digital member community, which increasingly demands more personalized and efficient services.
A 2016 Javelin study predicted 80% of consumers will be using mobile banking by 2020.
"So, a strong foundation has a strong mobile app as evidenced by app store ratings, member feedback and engagement rates," Kristen Bernard, senior director at NCR Digital Insight, said. She added when credit unions make it easy for their members to access information and make informed decisions, the engagement with the member via digital channels increases.
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