CloudCherry

OCTOBER 19, 2018

Credit union executives are seeking feedback and learning to listen to the voice of their members and their needs. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Path Analysis. Member retention sounds complicated.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

InMoment XI

APRIL 25, 2024

Customers want to know specific credit requirements and approval criteria, as well being assured that the company is following ethical lending requirements. Credit Unions For credit unions to improve their brand reputation, there needs to be an emphasis on the member experience.

Financial 260

Financial Management 2024 Banking 260

Alida

MARCH 24, 2021

The digital revolution offers incredible opportunities for credit unions, community banks, and retail banks to deliver better customer experiences , increase engagement, and build lasting relationships.

Banking 130

Banking Metrics Retail Engagement 130

SaleMove

MARCH 31, 2023

A panel of credit union and fintech experts gathered with our partner Tethr and Glia to discuss their experiences. The post The Future of Member Service: Credit Unions Discuss Technology and Service appeared first on Glia Blog | Digital Customer Service Explained. Read their tips and thought processes.

Technology 79

Technology Blog Customer Service Customers 79

SaleMove

MARCH 10, 2023

Digital service can be alienating for those without tech skills: here’s how Listerhill Credit Union made sure theirs was intuitive and accessible for all. The post One For All: Listerhill Credit Union Provides Digital Service For All Skill Levels appeared first on Glia Blog | Digital Customer Service Explained.

Blog 83

Blog Customer Service Customers Customer Experience 83

Comm100

MAY 4, 2022

Credit union member expectations are changing and changing fast. In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools.

Omnichannel 75

Omnichannel E-support Financial Banking 75

CloudCherry

NOVEMBER 9, 2018

Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! We’ve found three credit unions that have unlocked the secrets to member loyalty – all reporting a current 90 day rolling NPS of well over 70.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

Comm100

MARCH 9, 2022

Credit union member engagement is fundamental, and it’s not hard to see why. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union. In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience.

Omnichannel 71

Omnichannel E-support Financial Social Media 71

Comm100

MARCH 23, 2022

As financial institutions emerge from the disruption of the pandemic, credit unions find themselves in an interesting position. By all available metrics, this is a period of unprecedented growth for credit unions around the world. To deliver on this, credit unions are turning to live chat.

Social Media 89

Social Media Banking Omnichannel 2020 89

Comm100

MARCH 2, 2022

There is no doubt that many consumers look to credit unions for lower fees and higher savings rates, but there’s more to credit unions’ popularity than just the financial gain. This means that while making a profit is a bank’s priority, credit unions’ overriding goal is to provide the best service to their members.

Engagement 52

Engagement Omnichannel Banking E-support 52

SaleMove

NOVEMBER 10, 2023

The post Why The Glia Virtual Assistant Is Now Trusted by Over 100 Banks and Credit Unions appeared first on Glia Blog | Digital Customer Service Explained. Here’s how the Glia Virtual Assistant has become one of the most trusted AI solutions in the financial services industry.

Banking 90

Banking Financial Blog Customer Service 90

CloudCherry

SEPTEMBER 27, 2019

Managing Moments of Truth: Engineering a Better Member Experience at Credit Unions (Part 1). A credit union is one of the only organizations that manufacture a product with the recipient of that product—the member—present. Even if you work at a credit union, you may not know what it’s like to be a member.

Net Promoter Score 150

Net Promoter Score Management NPS Banking 150

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Banking 79

Banking Culture Engagement Leadership 79

Comm100

MARCH 6, 2022

If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation. Howe Institute, the policy research organization, summarized : “Unless credit unions are directly involved in the development of the new digital offerings, they will be left behind.”.

E-support 61

E-support Banking Engagement 2018 61

SaleMove

NOVEMBER 17, 2022

With unpredictability in the future of the market, we examine how current economic trends affect credit unions and members. The post Weathering the Storm: How Credit Unions can Better Prepare for Economic Uncertainty appeared first on Glia Blog | Digital Customer Service Explained.

Blog 79

Blog Customer Service Marketing Webinar 79

BirdEye

OCTOBER 16, 2020

As member-owned financial institutions, credit unions have long been touted for their competitive interest rates, low fees, and their local branches’ ability to offer high quality and personalized service. Credit unions, even more so than their larger banking chain counterparts, were faced with a myriad of new challenges.

Technology 98

Technology Marketing Financial Banking 98

Comm100

APRIL 21, 2022

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members. However, this is now changing.

Technology 55

Technology Financial 2022 Banking 55

Comm100

DECEMBER 13, 2021

Today’s credit unions have to contend with an incredibly difficult challenge – finding the balance between online access and human interaction. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights.

2022 52

2022 Banking 2021 Financial 52

SaleMove

DECEMBER 14, 2020

Responsiveness and a focus on member service are two guiding principles for most credit unions. One such credit union is IDB Global Federal Credit Union who’s COO, Andrea Argueta, recently joined well-known talk show host Mike Lawson on one of the recent episodes of CUBroadcast —accompanied by Glia CEO Dan Michaeli.

Entertainment 52

Entertainment Demo 2020 Blog 52

SaleMove

JULY 29, 2020

At Glia, we pride ourselves on being a leading provider of Digital Customer Service by improving how Credit Unions serve their members in today’s digital world. With the pandemic accelerating an organization’s digital initiatives, Glia gained 20 new Credit Union clients in 4 short months.

Demo 52

Demo Blog Customer Service Communication 52

SaleMove

AUGUST 5, 2020

At Glia, we pride ourselves on being a leading provider of Digital Customer Service by improving how Credit Unions serve their members in today’s digital world. With the pandemic accelerating an organization’s digital initiatives, Glia gained 20 new Credit Union clients in 4 short months.

Blog 52

Blog Customer Service Customers Customer Engagement 52

SaleMove

OCTOBER 14, 2022

The post Grow Your Credit Union or Fall Behind The Pack? How to not fall behind in today’s fast-paced digital world where members expect the convenience of online service and a high-touch member experience. It All Depends on Digital-First Member Services appeared first on Glia Blog | Digital Customer Service Explained.

Blog 82

Blog Customer Service Customers 82

Blueshift

MARCH 29, 2024

In an era defined by digital disruption and evolving consumer expectations, credit unions are presented with a remarkable opportunity to redefine member engagement and excel in a rapidly changing, digital world.

Banking 110

Banking Webinar Innovation Presentation 110

SaleMove

DECEMBER 14, 2020

Responsiveness and a focus on member service are two guiding principles for most credit unions. One such credit union is IDB Global Federal […]. The post Glia Credit Union Client Featured on CUbroadcast Talk Show appeared first on Glia Blog | Digital Customer Service Explained.

2020 52

2020 Blog Customer Service Customers 52

Blueshift

JUNE 8, 2022

Learn how your Credit Union can succeed at personalized marketing, and your members will confidently depend on your company for years to come. The post 4 Essentials for Delivering Personalized Experiences for Credit Unions appeared first on Blueshift.

Marketing 52

Marketing Customer Experience Customers 52

SaleMove

JUNE 23, 2020

In this video, we jumped on a call with Andrea Argueta, Chief Operations Officer at IDB Global Federal Credit Union, to discus how Glia and Digital Customer Service was able to help them better serve their members.

Touchpoint 52

Touchpoint Connections Blog Customer Service 52

SaleMove

JANUARY 13, 2022

The post Virtual Assistants Help Banks and Credit Unions When Their Customers Need Them Most appeared first on Glia Blog | Digital Customer Service Explained. Are your customers or members able to get help when they need it, no matter when that may be? We look at recent holiday banking trends.

Banking 52

Banking Blog Customers Customer Service 52

Calabrio

AUGUST 7, 2019

That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas. When ICCU—the number-one performing credit union in the U.S.

Contact Center 75

Contact Center 2019 Net Promoter Score NPS 75

SaleMove

NOVEMBER 1, 2021

Thoughts and key take-aways from the Conversational Banking Summit session discussing how conversational AI is evolving in banks and credit unions. The post Conversational Banking Summit – How Virtual Assistants Will Evolve in Credit Unions and Community Banks appeared first on Glia Blog | Digital Customer Service Explained.

Banking 52

Banking Blog Customer Service Customers 52

SaleMove

JUNE 23, 2020

The post Glia Client Experiences – IDB Global Federal Credit Union appeared first on Glia Blog | Digital Customer Service Explained. This is where Digital Customer Service (or DCS) comes into play because DCS enriches the online member touchpoints no matter how or where […].

Touchpoint 52

Touchpoint Blog Connections Customer Service 52

Beyond the Arc

JUNE 2, 2020

Jay Palter and Steven Ramirez discuss social media for banks and credit unions. Social media can be a great way for banks and credit unions to create deep engagement with their brand. The post How can banks and credit unions leverage social media during COVID-19? But of course, it cuts both ways.

Social Media 52

Social Media Banking Blog Brands 52

Experience Matters

MARCH 20, 2015

USAA and credit unions tied for the top spot, each with a rating of 81%, putting them in 8 th place overall out of 293 companies across 20 industries. Credit unions (which is a rating for a group of credit unions, not one company) have earned the highest ranking for banks over the past four years.

Banking 123

Banking 2015 2014 Customer Experience 123

Bold360

JULY 9, 2020

Then, there are the little guys — regional banks, community banks, and credit unions. In credit unions and community banks across the country, tellers and loan officers show up at 8:00 am and go home at 5:00 pm. What do they need? What do they want? And how can we deliver that in a really outstanding manner?” —Ben

Customer Engagement 52

Customer Engagement Engagement Banking Technology 52

Up Your Service

MARCH 8, 2018

Ron Kaufman will be delivering a keynote speech on “Achieving Service Excellence with People and Fintech Working Together” at the 2018 World Credit Union Conference in Singapore on 18 July 2018. Digital platforms and services offer huge benefits for the credit union and other financial cooperative sector organizations.

2018 40

2018 Financial Events Technology 40

Up Your Service

MARCH 8, 2018

Ron Kaufman will be delivering a keynote speech on “Achieving Service Excellence with People and Fintech Working Together” at the 2018 World Credit Union Conference in Singapore on 18 July 2018. Digital platforms and services offer huge benefits for the credit union and other financial cooperative sector organizations.

2018 40

2018 Financial Events Technology 40

Avaya

OCTOBER 4, 2016

It’s not easy for credit unions to compete these days. credit union with 500,000 members and fewer than 50 locations focuses on three strategies while being very mindful of the budget. credit union with 500,000 members and fewer than 50 locations focuses on three strategies while being very mindful of the budget.

Customer Service 45

Customer Service Contact Center Banking Call Center 45

Experience Matters

MARCH 24, 2015

H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings , while USAA took three of the next four spots for its banking, insurance, and credit card business. You can see all of the company data on the Temkin Ratings website. Download dataset for $295 ( see sample file ). Publix rounds out the top six firms.

2015 125

2015 Airlines Insurance Wireless 125