Comm100

MARCH 2, 2022

There is no doubt that many consumers look to credit unions for lower fees and higher savings rates, but there’s more to credit unions’ popularity than just the financial gain. This means that while making a profit is a bank’s priority, credit unions’ overriding goal is to provide the best service to their members.

Engagement 130

Engagement How To Chatbots Omni-Channel 130

West Monroe

APRIL 9, 2024

Credit unions are uniquely positioned in today’s marketplace. With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. This provides a clear opportunity for credit unions.

Self Service 52

Self Service Trends Banking Financial 52

Comm100

APRIL 21, 2022

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members. However, this is now changing.

Trends 138

Trends Technology Chatbots Financial 138

Comm100

MARCH 6, 2022

If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation. Howe Institute, the policy research organization, summarized : “Unless credit unions are directly involved in the development of the new digital offerings, they will be left behind.”.

Chatbots 153

Chatbots e-support Banking Engagement 153

CloudCherry

DECEMBER 1, 2018

Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! We’ve found three credit unions that have unlocked the secrets to member loyalty – all reporting a current 90 day rolling NPS of well over 70.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

CloudCherry

JANUARY 18, 2018

This applies even for Credit Unions. A credit union’s reputation today ultimately hinges on the quality of experience it delivers to its members. Are members truly delighted along their journey with your Credit Union? So, how can your Credit Union do the same? DOWNLOAD THE CREDIT UNION E-BOOK!

Omni-Channel 225

Omni-Channel Touchpoint Effort Score Financial 225

Comm100

DECEMBER 13, 2021

Today’s credit unions have to contend with an incredibly difficult challenge – finding the balance between online access and human interaction. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights.

Banking 130

Banking Financial e-support Wait Times 130

CloudCherry

NOVEMBER 9, 2018

Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! We’ve found three credit unions that have unlocked the secrets to member loyalty – all reporting a current 90 day rolling NPS of well over 70.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

CloudCherry

DECEMBER 1, 2018

Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Path Analysis. Member retention sounds complicated.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Path Analysis. Member retention sounds complicated.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

InMoment XI

APRIL 25, 2024

Customers want to know specific credit requirements and approval criteria, as well being assured that the company is following ethical lending requirements. Credit Unions For credit unions to improve their brand reputation, there needs to be an emphasis on the member experience.

Financial 260

Financial Management Banking Insurance 260

Alida

MARCH 24, 2021

The digital revolution offers incredible opportunities for credit unions, community banks, and retail banks to deliver better customer experiences , increase engagement, and build lasting relationships.

Banking 130

Banking Self Service Metrics Retail 130

Calabrio

AUGUST 7, 2019

That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas. When ICCU—the number-one performing credit union in the U.S.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

SaleMove

MARCH 31, 2023

A panel of credit union and fintech experts gathered with our partner Tethr and Glia to discuss their experiences. The post The Future of Member Service: Credit Unions Discuss Technology and Service appeared first on Glia Blog | Digital Customer Service Explained. Read their tips and thought processes.

Technology 79

Technology Tips Customer Experience Customer Service 79

SaleMove

MARCH 10, 2023

Digital service can be alienating for those without tech skills: here’s how Listerhill Credit Union made sure theirs was intuitive and accessible for all. The post One For All: Listerhill Credit Union Provides Digital Service For All Skill Levels appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 83

Customer Service Customers Customer Experience 83

CloudCherry

SEPTEMBER 27, 2019

Managing Moments of Truth: Engineering a Better Member Experience at Credit Unions (Part 1). A credit union is one of the only organizations that manufacture a product with the recipient of that product—the member—present. Even if you work at a credit union, you may not know what it’s like to be a member.

Net Promoter Score 150

Net Promoter Score Management NPS Banking 150

SaleMove

NOVEMBER 10, 2023

The post Why The Glia Virtual Assistant Is Now Trusted by Over 100 Banks and Credit Unions appeared first on Glia Blog | Digital Customer Service Explained. Here’s how the Glia Virtual Assistant has become one of the most trusted AI solutions in the financial services industry.

Banking 90

Banking Financial Industry Customer Service 90

SaleMove

NOVEMBER 17, 2022

With unpredictability in the future of the market, we examine how current economic trends affect credit unions and members. The post Weathering the Storm: How Credit Unions can Better Prepare for Economic Uncertainty appeared first on Glia Blog | Digital Customer Service Explained.

Trends 79

Trends Marketing Customer Service Innovation 79

Adrian Swinscoe

JULY 5, 2023

Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit union […] The post The pragmatic approach to transforming customer service – Interview with Mike Upton of First Tech Credit Union first appeared on Adrian Swinscoe.

Customer Service 76

Customer Service Technology Customers 76

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

SaleMove

OCTOBER 14, 2022

The post Grow Your Credit Union or Fall Behind The Pack? How to not fall behind in today’s fast-paced digital world where members expect the convenience of online service and a high-touch member experience. It All Depends on Digital-First Member Services appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 82

Customer Service Customer Experience How To Customers 82

BirdEye

OCTOBER 16, 2020

As member-owned financial institutions, credit unions have long been touted for their competitive interest rates, low fees, and their local branches’ ability to offer high quality and personalized service. Credit unions, even more so than their larger banking chain counterparts, were faced with a myriad of new challenges.

Technology 98

Technology Marketing Banking Financial 98

Blueshift

JUNE 8, 2022

Learn how your Credit Union can succeed at personalized marketing, and your members will confidently depend on your company for years to come. The post 4 Essentials for Delivering Personalized Experiences for Credit Unions appeared first on Blueshift.

Marketing 52

Marketing Company Customer Experience Customers 52

Experience Matters

MARCH 20, 2015

USAA and credit unions tied for the top spot, each with a rating of 81%, putting them in 8 th place overall out of 293 companies across 20 industries. Credit unions (which is a rating for a group of credit unions, not one company) have earned the highest ranking for banks over the past four years.

Banking 120

Banking Customer Experience Industry Groups 120

West Monroe

DECEMBER 1, 2021

Today’s credit unions face a shifting industry climate, with a demonstrable appetite for consolidation, tightening regulatory enforcement and digital transformation putting longstanding business models to the test.

Industry 52

Industry Report Financial 52

Support EXP

JULY 15, 2022

How much easier would it be to drive the outcomes your credit union is aiming for if you could quickly transform your data into enterprise-wide action? Suncoast CU, we shaped these 7 Keys that a credit union of any size can use to guide the successful operationalization of its analytics: 1. Adopt a Process Framework.

Analytics 52

Analytics Measurement Leadership Culture 52

Support EXP

JULY 15, 2022

How much easier would it be to drive the outcomes your credit union is aiming for if you could quickly transform your data into enterprise-wide action? Suncoast CU, we shaped these 7 Keys that a credit union of any size can use to guide the successful operationalization of its analytics: 1. Adopt a Process Framework.

Analytics 52

Analytics Measurement Leadership Culture 52

Experience Matters

MAY 31, 2016

Credit unions, USAA, and Regions deliver the best customer experience in the banking industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies […].

Banking 120

Banking Customer Experience Survey Industry 120

Blueshift

MARCH 29, 2024

In an era defined by digital disruption and evolving consumer expectations, credit unions are presented with a remarkable opportunity to redefine member engagement and excel in a rapidly changing, digital world.

Data 110

Data Banking Innovation Consumers 110

SaleMove

DECEMBER 14, 2020

Responsiveness and a focus on member service are two guiding principles for most credit unions. One such credit union is IDB Global Federal […]. The post Glia Credit Union Client Featured on CUbroadcast Talk Show appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 52

Customer Service Customers Customer Experience 52

SaleMove

DECEMBER 14, 2020

Responsiveness and a focus on member service are two guiding principles for most credit unions. One such credit union is IDB Global Federal Credit Union who’s COO, Andrea Argueta, recently joined well-known talk show host Mike Lawson on one of the recent episodes of CUBroadcast —accompanied by Glia CEO Dan Michaeli.

Entertainment 52

Entertainment Wait Times Meeting Customer Experience 52

SaleMove

JULY 29, 2020

At Glia, we pride ourselves on being a leading provider of Digital Customer Service by improving how Credit Unions serve their members in today’s digital world. With the pandemic accelerating an organization’s digital initiatives, Glia gained 20 new Credit Union clients in 4 short months.

Video 52

Video Meeting Customer Service Communication 52

SaleMove

AUGUST 5, 2020

At Glia, we pride ourselves on being a leading provider of Digital Customer Service by improving how Credit Unions serve their members in today’s digital world. With the pandemic accelerating an organization’s digital initiatives, Glia gained 20 new Credit Union clients in 4 short months.

Customer Service 52

Customer Service Customers Customer Engagement Engagement 52

West Monroe

DECEMBER 1, 2021

Credit unions, in the midst of the pandemic, are focused on digital modernization, shifting branch strategies, and enhancing analytics capabilities.

Industry 52

Industry Trends Analytics Strategy 52

SaleMove

JANUARY 13, 2022

The post Virtual Assistants Help Banks and Credit Unions When Their Customers Need Them Most appeared first on Glia Blog | Digital Customer Service Explained. Are your customers or members able to get help when they need it, no matter when that may be? We look at recent holiday banking trends.

Banking 52

Banking Trends Customers Customer Service 52

West Monroe

DECEMBER 3, 2021

Better digital experiences are possible—and now necessary—for credit unions that have typically lagged behind banks. Here’s where to begin.

Banking 52

Banking Financial 52

SaleMove

JUNE 23, 2020

In this video, we jumped on a call with Andrea Argueta, Chief Operations Officer at IDB Global Federal Credit Union, to discus how Glia and Digital Customer Service was able to help them better serve their members.

Touchpoint 52

Touchpoint Video Analytics Connections 52