The race to create stand-out member experiences through the contact center has begun.
"Millennials and members of Generation Z wield an estimated $350 billion in purchasing power, and they’re on the verge of inheriting an additional $61 trillion.1 As a result, stakes are high when it comes to acquiring new members, retaining existing ones, and providing standout experiences.
Retention, in particular, is critical to future stability and growth. To create the types of experiences that make members excited to refer friends and family, credit unions will need to expand their personalized and connected experiences.
Already, credit unions have been rapidly implementing digital transformation initiatives and expanding their digital touchpoints in response to member demands for more channels and self-service options. However, many of these have created siloed experiences that often hinder rather than help improve experiences.
Credit unions that prioritize their digital effectiveness in the contact center will elevate the member experience while also improving retention, drive member acquisition, reduce costs, and enhance the employee experience."
