Participants shared ideas, best practices and knowledge during a COO Exchange at the CUNA Operations & Member Experience Council Conference in Chicago on Wednesday.

Among the thoughts shared during the session:

• Refining the member experience with remote check deposit. Members want fast access to deposits, but credit unions need a balance between safety and convenience.
• Transitioning retail strategies to the mobile space. Participants say they are closing branches and reducing staff size, instead focusing on mobile wallet rewards and text services.
• Employing interactive teller machines (ITMs) to accommodate for reduced staffing while increasing efficiency. ITMs also allow credit unions to extend branch hours.
• Encouraging older members to use new products and services, including mobile and ITMs. “Everybody has the technology in their hand today,” one participant says.
• Issuing contactless debit and credit cards. Members are fine with the transition, participants say, but they also cautioned against mass issuance because many consumers are wary of any new technology.
• Creating flexible branch spaces. New open-air branches with universal tellers don’t work in every situation, participants say.
• Eliminating “points of friction” for staff and members to make processes easier and more straightforward.

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