If you do that, it might not be omnichannel, but you're ensuring that the member experience is consistent. Whether they're calling into your contact center or they're logging in through a mobile app, it's always going to be great.

CU Times: Navy Federal was the first credit union to offer Apple Pay. In that environment, the user experience is controlled entirely by Apple. How does that fit with your approach to user experience?

Gound: We do spend a lot of time on user experience and making it fantastic. Apple does the same thing, so for us, it was a natural fit. We saw it. We understood what it was going to look and feel like for our members, and we felt it was going to be a good experience for them.

Plus, we have a high adoption for our iOS users. We think it's the type of technology that our members will both want and need to use.

CU Times: What kind of traction have you seen with Apple Pay?

Gound: It's too early to share any real stats, but we did get very enthusiastic responses from members when we announced it. As we've gone live, the response has continued to be very positive.

CU Times: You're talking today about mobile engagement. Tell me a little about that.

Gound: We launched mobile about five years ago. Today, it's the most frequently accessed channel by our members. Early on, we had a lot of trouble with adoption and user experience. However, we transformed both internally and externally to really drive the change that has now resulted in mobile being our most widely used channel.

We look at things like our members' ratings. They're very strong in the app stores. We monitor social media, as well as contact center and branch. The way members are talking about our apps has really changed because of the focus we put on it.

We created an internal develop shop that focuses on mobile, and there's another one that focuses on online. We also have an internal user experience group that we built from the ground up. That didn't exist three years ago.

This all really helps us deliver a great member experience. That, combined with the fact that we've gone all native on our applications, allows us to create a very natural experience for the members.

CU Times: Are you doing anything with mobile lending?

Gound: We just started this year. As a bit of an experiment, we launched a mobile credit card application. I don't have the stats in front of me, but the response rate has been pretty phenomenal.

What's great about it is that because the member is already authenticated, we know who they are. We need very little additional information to get them to an approval.

One of the first things we're looking at for next year is a membership application for prospective members to establish membership, open checking accounts and those sorts of things. As we look beyond that, we're going to be looking at personal loans and then car loans.

CU Times: Do you have any predictions for the future of mobile?

Gound: I'm very excited about mobile and where it's going from here. I'm very interested right now in wearables. Will they be successful or will they really take? We watch a lot of different areas. If a member has something like that with them all the time, it's another potential place to send them information about their accounts and continue that touch point that we know our members need with their money.