Use Hybrid Technology to Provide Greater Value to More Members

Member service via artificial intelligence.

In the next 10 years, the way in which advice and service is delivered and consumed will change dramatically. Recent progress has brought an increase in credit unions transitioning to incorporate financial technology into their service offerings. However, much of this trend has focused on streamlining processes like onboarding – for example, by enabling accounts to be opened quickly through an iPad instead of filling out piles of paperwork. Advances like these have been helpful in enhancing the member experience, but they’ve also been almost entirely digital in nature.

In 2020 and beyond, streamlined processes alone are not enough. It’s critical to tap into tech-enabled advice – a hybrid approach of technology blended with human connection – to provide clients of all wealth backgrounds with advanced, high-touch levels of service that are efficient, consistent and hyper-personalized. Forging ahead, we expect to see tech-enabled advice emerge as a pivotal advancement that will amplify customer service and ultimately provide greater value to more members.