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The cost benefits of transitioning members’ banking activity to the digital channel are well known. The more banking that members do electronically – via website, email or text message – the better the bottom line for their financial institution of choice.

But what if members stop trusting the technology? How would your organization react if online banking became less appealing? And what can you do to reassure members who may be feeling skittish about the Internet and email?

Before providing some answers to these questions, we must first consider what evidence there is that consumers are feeling skittish about technology.

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