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

6/19/2020

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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.

#2174: How Voice and Video Channels are Pushing the Evolution of Conversational Banking...

6/19/2020

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ENACOMM VP of Financial Services Stacey Zuniga discusses how to improving and expand member contact channels via voice and video banking. Obviously, with the pandemic, these two channels have exploded in use and show no signs of slowing down -- which leads to the rise of conversational banking.

Here's what we asked Stacey on this trend...

For the last three months, credit union members and consumers in general have learned to communicate and connect with their financial institutions in a whole new way via video and voice. What is the problem here?
This leads us to conversational banking. What is conversational banking and why is it important for today’s FIs?
Can you provide a couple of examples of how this works and benefits FIs?
How about security this conversational banking? Is this a concern as new channels are opened, as there has been a significant amount of fraud during pandemic?
What are next steps for this type of banking?

Check it out and let us know your thoughts.

#2173: Implications -- and Remedies -- for Credit Unions in a COVID-19 World...

6/19/2020

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CUTEK VP/Projects and Consulting Adele Glenn (a.k.a. SymiGoddess) joined us on the show to share key points from her recent white paper: "COVID-19: Implications for Credit Unions.”

Here's what we asked her:

Can you provide a quick overview of this white paper?
You have 9 ways credit unions can expand and add on to their current plans to deal with a pandemic outbreak. Let's address these few…

Pandemic Data Analysis
Small Dollar Crisis Lending Options
Managing a Remote Workforce
Forbearance is Not Forgiveness

What did you want to achieve with this white paper?
Since many places nationwide are starting their re-opening process, has this topic evolved any? If so, how?

Check it out and let us know your thoughts. And feel free to download the PDF just below the video for more details on this topic.

PSCU Virtual Member Forum: CalCoast's Todd Lane Recounts Branch Damage Due to Local Rioting...

6/19/2020

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During the 2020 PSCU Virtual Member Forum session with credit union CEOs, California Coast Credit Union President/CEO Todd Lane recounted damage done to the credit union's La Mesa branch (and other businesses in the area) during the rioting that took place the evening of May 30 -- after a day of peaceful protests.

Todd said that he visited the branch the next morning to assess the damage. What happened, he recalled, was a generous outpouring of support and help from the close-knit community of La Mesa -- a kind of healing from the previous evening's social unrest.

Check it out and let us know your thoughts.

PSCU Virtual Member Forum: PSCU's Jack Lynch Shares Latest Disputes and Fraud Activities...

6/18/2020

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PSCU Senior Vice President and Chief Product Officer Denise Stevens asks PSCU Senior Vice President Chief Risk Officer Jack Lynch about the latest disputes and fraud activity due to the COVID-19 crisis. Check out his response and let us know your thoughts.

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

#2174: How Voice and Video Channels are Pushing the Evolution of Conversational Banking...

#2173: Implications -- and Remedies -- for Credit Unions in a COVID-19 World...

PSCU Virtual Member Forum: CalCoast's Todd Lane Recounts Branch Damage Due to Local Rioting...

PSCU Virtual Member Forum: PSCU's Jack Lynch Shares Latest Disputes and Fraud Activities...

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