Digital transformation is key driver of improved member experience




Digital transformation is a key driver of improved member experience for credit unions

Declining consumer satisfaction indicates that credit unions aren’t meeting member expectations for digital services – and this erosion threatens credit unions as top-of-mind financial service providers. Going all-in on digital means simultaneously addressing two sides of the same coin: transforming internal operations and integrating digital solutions to drive engagement with members whose lifestyles – and needs – are quickly evolving.

Credit unions can stay ahead of the curve in the rapidly changing and increasingly competitive world of financial services by fully embracing and integrating digital solutions. Read more from Co-op’s Chief Experience Officer Samantha Paxson about how digital transformation helps drive a positive member experience. 


Partner Spotlight
Case study: Elevations uses a layered approach to fight fraud using technology + human touch

Like nearly all card issuers, Elevations Credit Union was experiencing increasingly high volumes of payments fraud across both its credit and debit portfolios. Rather than accept the circumstance as a cost of doing business, the $3 billion Colorado-based credit union determined that taking a more strategic approach to fraud detection and mitigation was the best course of action – for the cooperative and its members.

Co-op’s philosophy of applying a multi-layered approach to fraud prevention, composed of both human and technology solutions, aligned well with the Elevations team’s own way of thinking. Read the case study to learn how Elevations has maintained lower than average false-positive ratios and experienced a 75-percent reduction in fraud losses in just three years.



Join us on Thursday, June 23 at 11 a.m. PT/2 p.m. ET for Fraud Buzz, Co-op’s webinar series highlighting trends and best practices for protecting your credit union and members against fraudsters, including the use of EMV® 3DS with secure OTP (one-time passcode) as part of a multi-layered fraud strategy. Or catch it on-demand at your convenience.

Co-op Events

Grow your business and expand your mind at THINK 23: Early bird rate ending soon

Be a part of the credit union industry’s most talked-about growth strategy conference! THINK 23 will take place in Tucson, Arizona, May 1-5, 2023. Register today for the Early Bird rate of $799, available only through June 30.

For nearly 15 years, Co-op THINK has inspired thousands of the nation’s most forward-thinking credit union executives and divergent thought leaders to ignite change and growth in the credit union movement. We are curating an exclusive agenda filled with thought-provoking speakers, content and activities to inspire you, help you deepen member experience and drive growth.


This content is for CU BUSINESS eMagazine , Special Deal: 2 websites , and NEW! The Leadership Team Builder Group Subscription members only.
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