Two Halves Don’t Make a Whole: Marrying Your Branch & Digital Transformation Strategies
In recent years, many financial institutions have raced to create digital-only experiences that shift their clients away from physical channels. The result? “CX quality [dropped] for most FIs, and clients’ trust [fell] for the first time since 2018,” according to Forrester. While digital channels are important, over-rotating on them can be a serious mistake.
To satisfy customers in today’s market, FIs need a strategy that marries digital transformation and branch transformation. Customers are overwhelmingly happier when their banks and credit unions adopt a hybrid strategy—one that gives them self-serve options for simple transactions but still offers easy access to real humans for financial advice.
What You’ll Learn
Watch the On-Demand Webinar
Watch this on-demand webinar, where industry leader Aaron Young (SVP Branch Operations/Retail Banking from the Credit Union of Southern California) and Jim Marous give in-depth insights into marrying branch and digital transformation strategies to develop a best in class hybrid strategy. Aaron shares insider details around CU SoCal’s transformation, learnings along the way, what it’s meant for their members and some results they’ve seen thus far.