Mobile banking app. Mobile banking app. (Source: Shutterstock)

There is no denying that COVID-19 drastically shifted consumer behaviors. Prior to the pandemic, migration to online banking services and digital account opening had been consistent yet gradual. However, as the world adapted to meet our health and safety needs, digital touchpoints and any friction associated with them were thrust into the limelight.

As consumer needs evolved, credit unions and other financial service providers saw rapid change across the member or customer life cycle including client acquisition, engagement and retention strategies. As we work to understand changes in these areas, we must also explore how credit unions should adapt to successfully serve consumers in 2021.

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