Planning an online banking upgrade? Don’t overlook your communication strategy. In this episode of the Hit Record Podcast, Meredith Olmstead and Nida Ajaz break down the internal and external communication tactics that make or break a successful online banking conversion. From prepping staff before launch to segmenting member messaging and creating clear timelines, this episode is packed with insights for credit unions and banks preparing for digital upgrades.

Key Takeaways:

Start with internal alignment. Before any public announcement, make sure your staff is trained, confident, and equipped with FAQs, escalation forms, and clear timelines,  preferably all housed on a centralized internal hub.

Segment your external outreach. Focus first on your existing online banking users with frequent, multi-channel updates. Save the broader promotional push for post-launch when the platform is stable.

Create a thoughtful member experience. Incorporate surprise-and-delight elements, like contests or giveaways, and make information easy to find through a clean, updated landing page to minimize call center volume.