Breakout Session V
Reduce Member Anxiety, Build Loyalty: Creating Emotional Engagement in Digital Channels

The pace of technology innovations, increased competition, and changing consumer expectations are driving the rapid digitization of customer experience (CX) in financial services. Companies that aren’t making the investments now to provide an all-digital experience risk being left behind by their competitors.

Hear highlights from new research exploring credit union members’ expectations of CX and the role that emotions play in shaping consumers’ perceptions. Examine the actions credit unions can take to address member emotions related to member interactions. Review the benefits credit unions can expect if they provide a truly differentiated, positive emotional member experience.