Empowering Human Agents in a Digital World

Ask 100 credit union executives what differentiates their institution from the largest financial service providers and the vast majority will talk about their focus on member experience. Today’s members are used to interacting with digital-native, customer-centric businesses and they expect their interactions with their credit unions to be convenient, immediate, and personalized. New channels, added complexity, and higher member expectations all increase demands on member service representatives – sometimes making their work environment chaotic and frustrating, and can ultimately impact operational efficiency.