According to Internet Live Stats, 89% of the population in the United States uses the internet on a daily basis. As technology continues to evolve rapidly, the member online user experience (UX) has to be a key component of your core strategy for developing a better and differentiated member experience through digital transactions and communications at your credit union.

How do you know your online experience is meeting member expectations?
Taking a step back to look at your digital applications through your members’ eyes, here are some questions you can ask to gauge your members’ online user experience (UX):

• How easy is it for members to use?
• Can members accomplish what they need to do on your digital applications (i.e. access their balances, pay bills on online, transfer funds, order checks, etc.)
• How quickly can members find information on your digital applications?
• Do notifications and alerts stand out to members on your digital applications so they are quickly aware of actionable items
  ​

How can you improve the online experience?
Your credit union’s digital applications should be developed to focus on the needs, wants and expectations of your members. This means your website, home banking and ePresentment should all work together to create a UX that meets those requirements. Two of the biggest trends we have seen in UX to help meet member expectations are Mobile First Design and Self-Service...

CONTINUE READING OUR COMMUNITY ARTICLE ON CUINSIGHT>>

With the continued emergence of fintech, the competitive pressures innately forced upon businesses to improve the online customer experience continue to grow rapidly. By 2020, it’s estimated that your customer will manage 85% of their relationship with your business without human interaction, according to Walker Information. 

Many businesses have adopted a self-service online model, giving customers more control over their accounts and transactions. While this is certainly a step in the right direction, where many fall short is the “set it and forget it” mentality. The result? Potentially frustrated customers, increased customer service calls, decreased retention rates, and lost sales opportunities.

Thankfully, there are solutions on the market geared toward improving an organization’s online UX. Electronic Presentment (ePresentment), for example, is an application that can help you satisfy today’s needs with the capabilities of facing tomorrow’s challenges. Here are some tips to ensure your ePresentment is cutting it in today's technology driven world:

1. Personalize. Studies show that customers react positively to personalization. Why? Because they like to feel valued as individuals rather than just numbers.
 
2. Utilize Dynamic Messaging. You have so much customer data at your fingertips- now it’s time to put it to good use! Age, income, geographic location, and marital status can help you deduct if your customers are eligible for your other services. From there, you can display messages and ads that are relevant to each customer. 
 
3. Be consistent in design. Your ePresentment design should look just like it is part of your home banking site, giving the customer peace in familiarity. 

4. Provide interactivity. Including interactive marketing messages and direct check view access are both capabilities that are enhanced through ePresentment. Marketing messages that can be clicked on for immediate access to offers are extremely beneficial and allow for a more pleasant UX.

​By implementing the above tips, you can enhance the user experience and keep your customers coming back for more. To learn more about ePresentment and how it can help your organization, click here.

Spotify’s multicontinental out-of-home (OOH) advertising campaign rollout this week is both hilarious and creative. The worldwide music services conglomerate utilized aggregate and individual listener data from 2016 to create personalized and segmented messages for display in high traffic areas across the world. Here are a couple of messages that made us laugh:

“Dear 3,949 people who streamed ‘It’s the End of the World as We Know it’ the day of the Brexit vote, hang in there.”
​
“Dear person who played ‘Sorry’ 42 times on Valentine’s Day, What did you do?”

“To the person in NoLIta who started listening to holiday music way back in June, you really jingle all the way, huh?”

According to an interview between Creativity-online.com and Spotify CMO Seth Farbman, the idea for the data-driven campaign originated with 2015’s end-of-the-year “Year in Music” campaign, which revealed that data from listeners in different geographical areas reflected culture through listener behavior.

“There has been some debate about whether big data is muting creativity in marketing, but we have turned that on its head,” Farbman said. “For us, data inspires and gives an insight into the emotion that people are expressing.”

While many OOH advertising campaigns are successful in driving new business, they can be pricey.  The good news is that you can take a page out of Spotify’s book and combine it with outreach efforts to your current customer base without breaking the bank. The end result? Deeper customer relationships and higher margins.

Enter statement advertising. Customers receive print and/or electronic statements each month, which gives you the chance to connect with them on a whole new level. Based on what we have seen with the quick success of Spotify’s campaign and our own statement advertising expertise, here are a couple of tips to help you effectively advertise on monthly customer statements:

1. Put customer data to use. Sixty-four percent of marketing executives “strongly agree” that data-driven marketing is crucial to success in a hypercompetitive global economy. Spotify did an excellent job of using both aggregate and individual data to create their campaign. Not all customers are created equal, and data will reflect that. You have a much better chance of standing apart from all of the usual communications your customer receives on a daily basis by presenting them with messaging that is targeted specifically to their needs.  

2. Be creative. You’ve gotten a customer’s attention- now it’s time to keep it. Spotify combined quick, witty text with colorful billboards. Simple, yet extremely effective. In a statement advertisement, the use of color combined with the right words and a strong call to action can do wonders.
 
3. Connect with your customers on an emotional level. Spotify definitely hit the nail on the head and mainly focused on humor in their campaign. From a psychological perspective, when humans feel something, they think, “What can I make of this, what can I do about this?” Those responses have dominance and lead us to a certain behavior – like clicking through to a mortgage application or sharing low auto loan rates on social media.
 
Data-driven communications are the future of advertising and marketing. Like Spotify, if you utilize data to personalize, be creative and connect emotionally, you will forge stronger customer relationships, increase retention rates and improve margins. 

In 2014, ninety percent of companies said that outsourcing is an important part of their overall business strategy, according to the author of The Outsourcing Revolution, Michael Corbett. When the right document services provider is chosen as an outsourcing partner, a company can benefit from improved efficiency, reduced costs and streamlined operations, allowing them to focus on their core competencies. Outsourcing document production and delivery to a vendor that does not just duplicate current efforts, but instead understands the importance of process improvements and staying ahead of the technological curve, is vital to an organization’s success.

Click here to access our latest White paper, Successful Document Outsourcing: Pitfalls to Avoid and Questions to Ask in Choosing a Document Services Vendor, and gain insight into the following:

-Vendor Due Diligence and Red Flags
-Cost vs. Price
-Pitfalls with In-house Solutions
-Steps to Outsourcing Success

Hurricane Hermine made landfall as a Category 1 hurricane in Florida early Friday, September 2, 2016. According to NBC News, more than 253,000 Florida utility customers were without power by 10 a.m. ET.

Whether or not your business was affected by this recent storm, it should give you reason to ensure you have a solid disaster recovery (DR) plan. Be it hurricane, tornado, flood, blizzard, or any other unforeseen disaster, it’s crucial for your company to take steps to minimize any disruption in communications with employees and customers. 

The Disaster Recovery Journal estimates that as many as 80% of all U.S. companies don't have an effective DR plan. This does not bode well for the majority of American business’ systems and data, and ultimately, their future survival. 

Here are three disaster recovery essentials to keep you in business by safeguarding your customer data and communications- and confirming that your business services vendors do the same- during future emergencies:

1. BUSINESS CONTINUITY MANAGEMENT
Business Continuity Management (BCM) is defined as a management process that identifies potential threats to an organization and the impacts to business operations those threats might cause. BCM provides a framework for building organizational resilience with the capability of an effective response that safeguards the interests of its key stakeholders, reputation, brand, and value-creating activities. Although this term is used interchangeably with DR, business continuity addresses more comprehensive planning that focuses on long term or chronic challenges to organizational success. Potential business continuity problems may include the illness or departure of key team members, supply chain breakdowns, catastrophic failures or critical malware infections.

Should a natural disaster or unexpected power outage occur, data must be accessible from a remote backup facility. Data must be comprehensively backed up at a secure location that features total redundancy of all online systems, databases, communications, power, form inventories, and print and mail facilities.

2. DATA SECURITY AND ARCHIVING
Data security, of course, is extremely important at all times. According to the Disaster Recovery Preparedness Council’s Annual Report, 60% of companies that experience mass data loss will shut down within six months of a disaster. 

As business-critical data continues to grow at an exponential rate, and universal regulations such as HIPAA and the Patriot Act compel organizations to store data longer, archiving is an essential element to a DR plan. For customer data and business-critical communications such as statements, letters and notices, it is recommended that ePresentment is utilized.
​
3. MULTI-CHANNEL COMMUNICATION
In the event of a natural disaster, alternate forms of communication are crucial. When Hurricane Katrina hit New Orleans in 2005, USPS mail service was suspended for weeks across several states. It is important for businesses to reach their customers and deliver business-critical communications, no matter the circumstances. It is recommended that businesses not only incorporate messages on their own websites and ePresentment into their DR plan, but also email, SMS and social media.
 
·Email: Sending emails during emergency situations as a valid method of communication. Email servers are located globally, and it’s unlikely they will all be dead at the same time. But where do you get Internet access if cell phone service is dead? Oftentimes, WiFi service will still be up and running, since the cables used for hard wired Internet operate on different networks than cell phones. For most WiFi, you don’t even need to be in the building to access the service.
·Text: Text messages require far less bandwidth than phone calls, and even when the ominous “all circuits are busy” recording comes on, texts will still work as they operate on a parallel network to cell phones.
·Social Media: Social media is similar to email in that it is hosted on a network of global servers, providing redundancy and fault tolerance. Because your customers are all unique in their social media preferences, the more social media outlets you communicate on, the better.
 
When it comes to your business and natural disasters, it’s better to be safe than sorry. Ensuring your business, as well as your vendors, have strong DR plans will give you and your customers peace of mind in knowing you have them covered.
 
Want to learn more about disaster recovery? Click here to access Cisco’s Disaster Recovery Best Practices.

 Robots are taking over our jobs! *Cue Chicken Little*

In all seriousness, new articles surface weekly discussing how FinTech (an economic industry composed of companies that use technology to make financial services more efficient) will affect the financial job market- specifically retail banking- in the coming years.  The Wall Street Journal, for example, recently released an article entitled “Citi: Technology Could Cost Two Million Bank Employees Their Jobs.” In this article, the author discusses the latest Citigroup report, which claims that retail banking automation could take over 30% of the banking jobs across the U.S. and Europe within the next ten years. The report lists 2006 as a reference point, citing that bank employment has declined 2% annually within the past decade and could very well accelerate to 3% annually over the next.  Forrester Research estimates that automation will dislodge 22.7 million jobs by 2025. Those estimates, coupled with Citigroup’s report, means that about one tenth of those job displacements will be from retail banking.

Most studies show that production, customer service, office and administrative jobs will be among the first occupations to be completely taken over by technology. Furthermore, bank teller positions clock in at a 97% likelihood of being fully automated within the next twenty years, according to BBC.com. Basically, any job that does not require empathy such as social workers, nurses, therapists, and psychologists will be less likely to remove the human element. This will provide most banks with a more cost-effective way of serving customers, but has many employees worried that they will be replaced. However, there is a silver lining!

THE SILVER LINING
CNN Money states that “For a century and a half, computers, machines and robots have created more jobs than they have destroyed.”  If history repeats itself (which it always does) the rise of FinTech will not create a job deficit as long as the market continues to adapt and mature. Bank branches will morph into a more advisory and consultative space rather than mostly transactional.
​
For banks that want to utilize their current employees in the future, a good practice would be to conduct an internal survey on a quarterly or biannual basis in order to better understand each individual’s strengths, weaknesses and goals. This will aid branch managers in training staff to expand their skill sets for better adaptability to future technological advances.