How technology improves experience

Employees, members, operations benefit from artificial intelligence, ITMs.

Credit union technology and member experience professionals discuss industry topics during a Roundtable Exchange Wednesday at the CUNA Operations & Member Experience (OME) Council and CUNA Technology Council conference in Las Vegas.

There are always conversations about how credit unions can increase efficiency while improving member and employee experience.

“Generating more efficiency and removing friction in our member experiences. Those overall topics have been around forever,” says Wendy Cleveland, executive vice president and chief operations officer at $2.4 billion asset Sound Credit Union in Tacoma, Wash. “How they manifest changes, but the main goals remain unchanged.”

During Wednesday’s roundtable exchange at the 2022 CUNA Operations & Member Experience Council and CUNA Technology Council Conference in Las Vegas  most of the conversation trended toward experience and how credit unions can improve operations and efficiency.

“There was a lot more emphasis on remote work and post-pandemic work than I thought there was going to be. I thought we had talked that out, but it seems like we haven’t,” says Jeffrey Staw, chief innovation officer at $5.8 billion asset Bellco Credit Union in Greenwood Village, Colo. “Are we talking about experience more than we used to? I think the answer’s yes. It’s a more defined term. More people use it in the right way, have better ideas, and have more fundamental thinking about it, so we can have better conversations. It’s a term everyone understands now.”


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