Embracing technology without losing your connection to members requires undertaking a “transformation navigation,” says Lisa Huertas, chief eXperience officer for Texas Tech Federal Credit Union in Lubbock.
She addressed the co-located CUNA Technology Council and CUNA Operations & Member Experience Council Conferences Tuesday in Phoenix.
Huertas says most credit unions fit into four categories:
Credit unions need to change because members are changing, she says. “They want you to anticipate their needs.”
Becoming a thought leader requires undergoing a transformation navigation, Huertas says. Some credit unions have done this by:
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