#2175: How Credit Unions Can Ensure Automated Communication Channels Fulfill an Exceptional Member Experience...

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FICO VP/GM - Solutions, Advisory, and Specialty Sales Group Tim VanTassel joined us on the show to talk omni-channel communication technologies and the growing necessity for these technologies to attain an exceptional member experience -- much of it already pushed by COVID-19.

Here's what we asked Tim...

• Can you define what you mean by omni-channel communications?  What areas within credit unions are you seeing these technologies used?
• COVID-19 and the economic challenges that it’s brought poses especially unique and acute challenges for financial services organizations.  Can you talk a bit about how omni-channel communications are being used during this crisis?
• How do credit unions compare to other financial services organizations  (banks, FinTech) when it comes to using email, text, virtual agents, self-pay portals and other omni-channel communications to reach out to members?
• Why aren’t more CUs using omni-channel communications?
• Member experience is critically important to the central mission of credit unions.  How can credit unions ensure that automated communications support that mission?
• Even though the technology has evolved to make it easier and less expensive to implement, is this really within reach of smaller credit unions?
• Almost everyone has heard of FICO because of the FICO score but FICO offers an omni-channel communications solution for credit unions.  Can you talk a bit about that?

Check it out and let us know your thoughts.