MADISON, Wis. (3/17/14)--As technology continues to blossom, so will the number of channels through which consumers can access their financial institutions.
Keeping track and maintaining these channels--mobile banking, online services, ATMs--can spread credit unions thin, if they're not careful.
To help credit unions stay on top of this issue, Filene has partnered with Toronto-based Credit Union Central of Canada to host a one-day workshop to offer guidance on how financial institutions can track and make decisions about channel delivery.
The workshop will take place on April 14 in Montreal, Canada.
"Credit unions and banks are better off having five A+ channels than 20 mediocre ones," said Ben Rogers, Filene research director. "Through case studies and discussion, we'll look at the channel challenges faced by financial institutions and strategies for selecting the channels with the best fit now and several years down the road."
Attendees will be taught by Harvard Business School Professor and Filene Research Fellow Dennis Campbell to move away from simply thinking about the consumer experience and towards tracking it. Participants also will learn how to isolate and track "key member drivers" and how to use the resulting metrics to make decisions about channel delivery.
The one-day session will build on a previous channel delivery workshop that featured Campbell last year.
"His case studies from Commerce Bank and TD Canada Trust, along with his work with credit unions, show the importance of strategic decision-making and tradeoffs," Rogers said.
For more information or to register for the event, use the resource link.