Improving Member Self-Service Options to Optimize the Digital Banking Experience

Consumer expectations are quickly transforming to fit the digital age in which we live that is marked by endless on-demand, self-service options. Today, we expect the ability to quickly and easily find answers to our questions, shop offers, complete transactions and more on our own terms by simply clicking a button at a time and place of our choosing – banking is no exception to this expectation. A Harvard Business Review study indicated that 81% of consumers often attempt to self-serve across industries before reaching out to representatives for assistance.

This rising demand for convenience means many members are asking for more modern digital self-service from their credit unions. However, meeting these demands often requires credit unions to implement considerable shifts in th...

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