Customer Effort, Member Experience, and Credit Union Digital Transformation
The American Customer Satisfaction Index (ACSI) is an annual survey conducted by the University of Michigan’s Ross School of Business. It measures consumer satisfaction with the goods and services provided across a broad range of industries. This last year, the survey found that banks surpassed credit unions in customer satisfaction. While it certainly doesn’t sound […]
CU 2.0 Podcast Episode 75 Milind Borkar Illuma Labs
Passwords are broken. You know that. But do you know call centers are heading that way? Call centers are under attack by criminals. Smart criminals. And they are targeting credit unions. Credit unions are responding by asking more members ever harder questions. Just one problem. As the questions get more obscure – what was the […]