When it comes to customer service, auto lenders are constantly being compared with companies like Amazon that deliver an easy-to-use — digital — customer service experience. Today, consumers expect that experience from all their service providers, and lenders must adapt to the new paradigm or risk losing business. In this episode of The Roadmap, PenFed’s Senior Manager of Automotive Product Experience Annette Kalinowski outlines how the credit union is leveraging the consumer desire for digital experiences to better position the company’s customer service strategy.

Featuring: Annette Kalinowski, Senior Manager of Automotive Product Experience, Pentagon Federal Credit Union