A Phone Call Isn’t a Failure
Digital tools are invaluable and you’re right to prioritize them. But it’s unrealistic to expect to answer every member need with a digital-only solution.
Digital-First World
Consider these scenarios:
The end result: One more protected family.
The end result: One more protected family.
In a digital-only world, the first scenario might look like a win while the second might look like a failure. But in a digital-first world, both scenarios are a win — because the member got the help required to ensure their family had the protection they needed, even if multiple channels were used to get it.
Your members should never have to switch from digital to live because digital didn’t deliver the functionality they needed. But when a member opts to tap into a live experience in conjunction with a digital one, as long as your credit union makes that process easy and member-friendly and your member finds the product or service they need, it’s a win for all.
CUNA Mutual Group is the marketing name for CUNA Mutual Holding Company, a mutual insurance holding company, its subsidiaries and affiliates. Corporate headquarters: 5910 Mineral Point Road, Madison WI 53705.
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