WASHINGTON-What the future of service delivery holds for CUs is anyone's guess. But some are seeking to remove some of the guesswork.
Case in point is Fiserv. For instance, when Apple announced its iPad product, a team at Fiserv added the product to the other trends it is examining. "We spend a lot of time thinking about the next here to five years and where to we need to take our portfolio of services," said Sara Brooks, chief strategy officer. "We have an Innovation Lab where we play with these new technologies and think about how people will use these new technologies."
Brooks believes there will be an ongoing evolution in the branch. With a device like the iPad, for instance, she noted a member service rep could move from desk to desk to meet with members, or even do so remotely. "With these newer technologies it can be a lot more fun to interact with and you have to have something that intrigues that youth market."
The key: more than just the IT team needs to be familiar with the new technologies and services. "Credit union employees must utilize the services as the first step; everyone can be a product evangelist," Brooks said.
