Lee Wetherington

PODCAST: Personalized digital service

Pandemic makes even mundane interactions meaningful for members.

April 29, 2020

The coronavirus (COVID-19) pandemic has not only elevated the importance of digital services, it has made clear the limits of self-service.

While sheltering at home, many members are using digital banking for first time. But even for digital natives, the pandemic has made mundane interactions meaningful

In this episode of the CUNA News Podcast, sponsored by Symitar, a division of Jack Henry & Associates, Lee Wetherington explains why credit unions need to shift from self-service to personalized digital service.


Doing so will allow them to translate their people-helping-people philosophy into their digital channels, says Wetherington, Jack Henry’s director of strategic insight.

He also details what a personal digital experience should look like, the technology that enables this shift, and best practices for creating a personal experience through digital channels.

You can listen and subscribe to the CUNA News Podcast in Apple’s iTunes StoreSpotifyGoogle Play, and Stitcher Radio.

In this episode:

1:40: His role at Jack Henry

2:43: His top priority

9:55: What does a personalized digital experience look like?

17:05: Technology that enables a personalized digital experience

25:30: Best practices