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Using AI to Improve Member & Employee Experience

“Things moving to digital, and being more self-service focused, has put a lot of pressure on credit unions to keep up with those very large banks."

Mapping out the AI experience. Mapping out the AI experience. (Source: Shutterstock)

The member experience can make or break a credit union. Maybe, just as important is the employee system interaction. But how they are engaged can play the most critical role.

“So many businesses are really struggling with helping to create a great customer experience and also help to make their employees more efficient and effective,” Ryan Lester, senior director of customer engagement technologies at Boston-based LogMeIn, a provider of software as a service and cloud-based remote connectivity services. “When you look at credit unions it’s even more so the case, credit unions historically have really focused on customer experience, on being differentiated, on really knowing their customer base.”

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Roy Urrico

Roy Urrico

Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).

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