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Creating A Personal Member Experience In An Increasingly Digital World

As your members embrace your online channels, the engagement opportunities change. Is your credit union ready to develop new channel experiences?

While reveling in the new and desired digital engagement growth the pandemic has produced, many organizations are not prepared to deliver solutions in a digital world. Here are three considerations every organization should consider as they create new member digital engagement journeys.

1. Create an innovation capability

To produce impactful, member-centric solutions, an organization will need to create an innovation value chain. The first place to start to build an innovation capability is to assess the current state of innovation. Does your organization formally or informally innovate? If it is informal, now is a great time to make it formal. A formalized innovation value chain process consists of three phases; 1) idea generation, 2) idea conversion, and 3) idea diffusion.

2. Assessing organizational talent data consumption

Data will be at the foundation of nearly every member's experience. How does your organization's talent currently consume data? Is it like veggies? They only digest data when it is necessary. Or, does your organization's talent consume data like sweets?. Can't they get enough of the data and ask for more?

3. Cross-functionally-created, member-centric experiences

Working in cross-functional teams, an organization can design experience with the member as the end-user. Building digital experience needs to start with the member (end-user) in mind. Next is creating solutions followed by testing these ideas. Agile has been a predominant methodology in tech development and fits beautifully in this application. By allowing a team to fail fast and often has been proven to generate better solutions.

Many organizations consider transitioning from touch to tech as posting a static form in a dynamic environment. Let THRIVE help your organization create an innovation capability, increase talent data consumption, and build member-centric solutions. Let's see how we can work together in 2021 to uncover new revenue sources, reduce member friction, and increase talent productivity. Click here to learn more.


Is there a book out there that can help my organization create an innovation capability AND increase talent data consumption?

Written for credit unions by a credit union expert, Big Data/Big Climb: A credit Union playbook for leveraging data and talent to achieve revolutionary member relationship has been hailed as a "must-have".

The book cuts through techno-jargon and translates data transformation concepts into a playbook filled with real-world examples, assessment guides, and other tools needed to reduce member friction, analyze actual competition, and identify disruption to improve the lives of its members and gain competitive advantage.


What if I want something more interactive than the book?

For the same time that it takes to enjoy your lunch, you could be learning about building innovation capabilities, human-centered design, and agile execution. Click here to learn how to access the recorded session on building an innovation capability and increasing talent data consumption.


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