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CHICAGO—For more than a year, financial institutions have been urged to move from a multichannel environment to an omnichannel environment. Omnichannel refers to the creation of a consistent user experience that extends to every channel through which a credit union operates.

At the same time, popular thinking still mandates that credit unions shop for best-of-breed solutions in each channel. Thus, the question has become: How can a credit union create a consistent user experience using products that it has purchased from several different, unrelated vendors?

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