news.cuna.org/articles/107556-cuna-tech-council-white-paper-delivering-an-omni-channel-experience

CUNA Tech Council white paper: Delivering an Omni-channel experience

September 16, 2015

MADISON, Wis. (9/16/15)--With an ever-evolving landscape of financial technologies, credit unions must maintain a focus on delivering top-quality member service by continuing to strive to provide the Omni-channel experience, a new CUNA Technology Council white paper argues.

The paper, titled “Delivering the Omni-Channel Experience,” aims to guide credit unions in the development of their Omni-channel strategies.

The challenge, according to the paper, is to meet members’ expectations for their financial transactions, whether they’re made online, through mobile services, at an ATM, through a call center or in person.

To assist credit unions in crafting an Omni-channel strategy, the paper addresses:

  • The differences between “digital” and “Omni-channel”;
  • The benefits related to rolling out a true Omni-channel platform;
  • How to ensure channel integration that results in zero drop rates;
  • How channels work within channels and how to determine return on investment; and
  • How credit union executives can optimize their members’ cross-channel experience.

CUNA Council members are eligible to receive complimentary copies of the white paper, in addition to hundreds of other CUNA Council white papers.

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