A new member experience initiative at CommunityAmerica Credit Union ($2.7B, Lenexa, KS) has put members’ futures into the hands with the most skin in the game — their own. They began with the challenge of how to pay for college.
Georgia’s Own Credit Union ($2.5B, Atlanta, GA) has created a three-person team dedicated to member advocacy. Their charge: to work across all departments to ensure the member experience is considered in every action and reaction the credit union takes and makes, from handling member complaints to working with the technologists on system enhancements.
Recognizing the growing popularity of talk-to-them internet machines, Numerica Credit Union ($2.3B, Spokane Valley, WA) become a front-runner with early adoption of Alexa functionality. Mark Fox, the Evergreen State credit union’s vice president of payments, explains how that move was just part of Numerica’s comprehensive member service digital strategy.
Town & Country Credit Union ($425.4M, Minot, ND) entered 2018 with a new CEO and a broad-based strategy aimed at upping member engagement. The first results are in and show encouraging gains as the credit union scrapped traditional media and fees, improved processes, and deepened its participation in community life.
The deployment of interactive teller machines across credit union land has become pretty ubiquitous above a certain asset size, but best practices for ITM use keep evolving. Here, Tucson Federal Credit Union ($448.4M, Tucson, AZ) shares how it improved member service out front and efficiencies behind the scene as it became the first ITM-powered credit union in its market.
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