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Rapid digitalization is pressuring organizations across all industries to overhaul their business models and adapt to a new market reality where consumers expect enhanced, personalized digital customer experiences (CXs). Financial institutions are not immune to these growing demands. In fact, as the keepers and agents of society’s capital, FIs are thrust into the uncharted waters of innovation – whether they’re ready to swim or not.

This is especially true since the start of the COVID-19 pandemic, during which credit unions have closed or operated on a limited basis, sending more members online than ever before. Members’ digital needs are evolving en masse and the competition to win them over with a superior user experience is stiffening, giving unions a run for their money.

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