Credit card, smartphone, POS terminal, stack of coins in blue virtual space Source: Adobe Stock

Technology continues to serve as a catalyst for change in the financial industry. From open banking and fintechs, to contactless, mobile payments and round-the-clock self-service, there’s significant movement and momentum in the space. The primary driving force behind it all? Keeping up with evolving consumer expectations and behaviors.

Members today are increasingly connected. They expect seamless, intuitive interactions across digital and physical touchpoints. Member preferences continue to evolve, and the infrastructure for most credit unions has not kept pace. Member experiences continue to be delivered through separate silos of technology, systems and processes across branches, call centers, kiosks, ATMs, online and mobile. The end result is a set of fragmented and unsatisfying experiences for members, and inefficiencies and an inability to quickly respond to the needs of the business for the credit union.

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