6 ways to reduce friction in the member experience
Friction happens, but credit unions are taking steps to improve the member experience across branches, call centers, digital banking, and more.
The introduction of new technology in the world of financial services is both a boon and a bust for the user experience.
Digital channels allow members to conduct transactions, research new products and services, and communicate with their financial institution — all on their own schedule. And for credit unions, advancements in technology offers the opportunity to serve members via personalized strategies previously unheard of.
But new technology also is creating friction that manifests as long lines at the teller counter, online forms that require accountholders to reenter basic information, automatic holds on check deposits, excessive call hold times and clunky handoffs, limited hours of physical branch operations, incongruent information across channels, and frustrated or unhelpful staff.
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