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6 CX Predictions for 2019 & Beyond

Credit unions must be agile and innovative in order to keep up with financial services industry changes.

By Diane O’Hara | April 12, 2019 at 09:00 AM
Five-star rating from a member.

As companies across all industries evolve to remain competitive in today’s blossoming economy, it’s more important now than ever that banking institutions not only meet but exceed their customers’ or members’ demands. Modern consumers want help as soon as they ask for it and they want it on a variety of channels, whether in-person, on a mobile app or by phone.

Traditional financial services players like Suntrust and BB&T have recognized the evolving market, merging in order to meet their customers where they are, committing resources and implementing technology to be “digital first.” But this merger is only the start, as the banking industry as we know it continues to change, and companies need to re-devote themselves to the consumer, or risk falling short of their competition.

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