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As social distancing continues, many credit union members are increasingly turning to digital banking options as an alternative to in-branch service. With more members embracing online and mobile tools, credit unions have an opportunity to drive stronger digital engagement.
This episode of the CUNA News Podcast, sponsored by Fiserv, features insights from Colin Murphy, vice president of product marketing for digital channels at Fiserv. Murphy says that meaningful member interactions start with a human-centric approach and proactive communication. He shares strategies for reimagining member relationships in a digital-centric world, strengthening digital engagement through innovative service, and achieving growth in a “new normal” environment.
"We're at a point now where behavior has changed and things will stick," Murphy says. "We have been seeing consumers visiting the branches less and less for over a decade. The pandemic has really just rapidly accelerated that trend. And it's extended that behavior not just to young consumers, but to older segments."
In this episode:
1:32: Adapting to digital services
3:40: Post-pandemic engagement
7:07: How to stay member-focused
10:10: Driving digital engagement
12:17: Opportunities for growth
15:54: Trends for the "new normal"