It’s among credit union teams’ worst nightmares: The digital banking conversion that was designed to improve the member experience fails—locking users out of their accounts, not showing balances, making wire transfer features inaccessible.
It happened to a $25 billion bank in the Midwest. It happened to a prominent credit union in the Southeast. And it will happen again.
For a project that is arguably the most visible one a financial institution will ever pursue, the stakes couldn’t be higher, especially this year. In the fallout of Silicon Valley Bank’s collapse, consumers became on edge. We’re living in a world where trust can snap overnight, and social media has no off-hours. For credit union teams, this means it’s more critical than ever to maintain member confidence.
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