This fast-paced, impactful session will highlight trends, identify challenges, and inspire a strategy to help you drive success.
- We must optimize the in-person experience – branch, contact center, back office. Members expect personalized relevance, a conversation with an expert, and speedy, insightful transactions.
- We must drive a deep digital transformation – from digital-first to digital integration to digital only. Members’ and team members’ experiences need to be enhanced. We must support “channel hopping.”
- We must simplify “money movement” – how much, to whom, by when. By providing safe, simple, and value-based transactions, we will have an opportunity to grow our share of wallets beyond payments.
- We must secure data, transactions, and infrastructure by creating an omnichannel shield utilizing MFA techniques leveraging biometrics, AI, and traditional authentication in a real-time environment.
- We must leverage member insight by combining data with analytics, including predictive analytics that will help us anticipate ideal “next best conversations.” To serve well, we must observe and know.
- We must personalize financial solutions for the members we serve. Our members’ needs vary by stage of life and financial wellness; we must understand what each member needs to serve them well.
- We must complement our people’s expertise with artificial intelligence. From authentication to service to decisioning – driving cognitive collaboration will enhance our ability to serve.
- We must develop our people into empathetic, technically savvy financial counselors who can serve our members by understanding their needs and personalizing financial solutions toward financial goals.
- We must strive towards a secure open technology infrastructure that will allow us to be agile and innovative in the deployment of technology as we serve our members’ and team members’ needs.
- We must drive continuous improvement through effective journey mapping. We need to enhance how our members can attain financial solutions across the different channels that we offer.
This fast-paced, impactful session will highlight trends, identify challenges, and inspire a strategy to help you drive success.
