Category: Digital Banking

Branch Strategy

Digital Strategy – leverage member feedback from branch and…

How does your Credit Union’s operations strategy align with and drive your digital strategy?  Credit Union mergers and consolidation has caused the number of CU charters to decrease by 35.3%, down to 5,859, since 2005 (bank charters are down to 5,856).  Undoubtedly, online and mobile app usage continues to increase due to ease of use, efficiency, cost and availability.  The average number of branches per CU charter has increased (likely due to aforementioned consolidations).

Credit Unions should keep a watchful eye on spending.  Staff and expenses associated with running branches and contact centers aren’t cheap.  Member service organizations can, and should, leverage member feedback to drive digital strategy.   Read more “Digital Strategy – leverage member feedback from branch and contact center”

Digital Banking

Enabling Customer Control and PFM Solutions in Online and…

Top Banks are Enabling Innovative Customer-Centric Services

3rd Party personal finance management (PFM) solutions continue to pop up and evolve and the top banks are taking notice.  Innovative aggregation solutions are providing additive or differentiated services beyond our standard banking apps.  Services like, Personal Capital, Yodlee, Credit Karma and even other financial institutions provide behind-the-scenes links into your online account information through secure aggregation and consolidate the information in useful ways.  Cool right? Read more “Enabling Customer Control and PFM Solutions in Online and Mobile Banking”

Digital Banking

Industry Article: The Benefits Of A Mobile-First Website

This is a great case study from Callahan & Associates ( around Citadel FCU’s ( efforts to improve their members’ digital experience. By way of some context, Citadel is a $2.8B asset CU based in Exton, PA.

I like the overall approach here – not just looking at this effort as a cosmetic website redesign, but taking a holistic look at the member experience as it relates to online and mobile:

Read more “Industry Article: The Benefits Of A Mobile-First Website”