One of the gifts of traveling for work is the opportunity to see service in action across North America in a range of sectors delivered through a host of channels. Many credit unions are looking to advance their omnichannel strategy in 2018 and beyond. Filene Research Institute’s research on the “Future of Member Facing Technologies” demonstrates that credit unions “recognize the benefits of technology and some are fast adopters of it,” but “seven in 10 credit unions find keeping up with technology to be challenging.” While technology is only one part of the member engagement challenge, it isn’t all of it. According to SDL, “90% of customers expect consistent interactions across channels.” Expectations are risking. According to Zendesk, “87% of customers think brands need to put more effort into providing a seamless experience.”

Seeing the Challenge in Action

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Tansley Stearns


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