Delivering the best member service at credit unions was once totally dependent on face-to-face relationships, and while that is still important today, the digital transformation has upended what constitutes personalized service. The balance between a human high-touch level of service and digital ease is now table stakes in lending.
Cherly Purrington, Chief Lending Officer at ACFCU, shares her experience in building new digital systems that bring both high touch, security and ease of use to members.
Join us as Jeff and Cheryl discuss:
The model of ITMs (Interactive Teller Machines) in bringing high touch service to members, but also being digitally accessible from multiple locations
The elements that go into driving your institution through a digital transformation
How you find the right leadership staff to motivate and manage teams to deliver high quality of service in the digital space


Want to learn more about how Upstart partners with credit unions? Check out this case study mentioned in the episode.