“ Partnerships with the right fintechs enable credit unions to provide even more specialised solutions to certain targeted segments ”
ZUR YAHALOM SVP AND HEAD OF FINANCIAL
SERVICES NORTH AMERICA , AMDOCS a branch nearby with a familiar face that can be available during a time of need is a critical factor for many people .”
Indeed , big banks that still operate branches in remote areas may not be as empowered to solve customer issues outside the standard modes of operation . This differs from credit unions where , more often than not , employees are “ empowered to be creative and find the right solutions to serve their clients ”, according to Yahalom .
“ It ’ s still very hard to replace the human touch of a local teller who knows the customer and greets them by their name ,” he continues .
“ Technology is coming a long way in personalising services and Gen AI can help in making digital experiences feel personal to the point that it can be difficult to tell if you are interacting with a person or a machine . “ Those financial institutions that can truly harness technology and create unique and personal experiences are expected to reap the rewards of customer loyalty and appreciation .
“ However , getting these experiences right is far from trivial , and we believe balancing between human and digital experiences will continue to be the right path for the foreseeable future .” fintechmagazine . com 67