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Every day, there is a new story about how innovative technology is altering the landscape of industries ranging from health care to banking. The business world is littered with examples of how technology has disrupted entire business models and caused a chain reaction of competitors rolling out similar innovations. Increasingly, these technologies are not hidden away in back offices, but permeate our lives, impacting how we interact daily, engage with our friends and families and, of course, how we transact.

Those of us in the credit union industry know that technological innovations are playing a major role in transforming the financial services landscape. Technology has continued to be a key driver in operational productivity, but the adoption of technology by members in nearly every aspect of their lives is also changing the definition of service. Members now define service beyond person-to-person interactions at branches – it extends to how well credit unions provide access to the information and services members want, when they want it and how they want it. It is not about just having the information available, but delivering the same service experience across whatever channels your members choose. Creating and delivering on seamless service experiences will certainly be a challenge for credit unions as they are competing in a marketplace with entities that are making significant capital investments in innovative technologies.

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