Technology leadership requires collaboration and communication, say D. Hilton Associates’ Brian Kidwell (left) and Jessica Jarman, and Army Aviation Center FCU’s Bobby Michael.

Journey mapping is a great process improvement technique, panelists say during a breakout session.

Charting the future of financial services technology might be CUs’ biggest challenge of this era, says Mark Sievewright.

The CU Awareness Initiative aims to create a brand message that resonates with consumers, says Michelle Hunter, CU of Southern California.

Blockchain technology will improve CUs’ ability to verify members’ identities, says BIG’s John Best.

“Design thinking”—which focuses on solutions, not problems—can foster innovation, says NCR’s Sean Loosli.

Allowing contact center staff to work at home comes with security and other considerations, says Dennis Tabor of Open Technology Solutions.