Credit Unions Improve Self-Service Experience & Digital Banking

Atlanta based omnichannel solutions provider NCR Corp., announced three credit unions from California, Texas and Arizona will evolve to a self-service experience using NCR’s Digital Insight systems.

The $212 million Pasadena, Calif.-based Parsons Federal Credit Union, the $407 million Waco, Texas Educators Credit Union, and the $239 million Glendale, Ariz.-based AERO Federal Credit Union NCR indicated they turned to Digital Insight to help them engage more meaningfully with their members while expanding their use of online and mobile banking.

“The banking industry is facing unprecedented changes in consumer behavior and expectations, leading to increased competition to stand out and create the very best experiences,” Frank Gauld, VP and GM, NCR Banking, said. “By leveraging our own cross-industry, cross-channel expertise and employing a ‘Design Thinking’ approach to innovation, we’re able to work closely with our customers to help build stronger relationships with their members.”

NCR described its Design Thinking method as pulling research and empathy-based techniques to recognize customer needs, then employing ideation (a process of generating new ideas), and rapid experimentation to determine how financial institutions can best solve these needs with a digital solution.

NCR noted branch transformation requires a combination of hardware, software and services to achieve the correct strategic mix of personnel-assisted and self-service channels to evolve the branch environment and deliver an exceptional customer experience.

For Parsons FCU, a virtual credit union that serves a sponsor company with more than 100 offices worldwide, delivering a superior user experience is extremely important. Ray Crouse, president and CEO for Parsons Federal Credit Union, held, “Credit unions like us can now compete toe-to-toe and seize market share that wasn’t possible before, opening doors to endless opportunities.”

ECU wants to complement its members’ experience. “In looking for a new online banking platform we wanted a product that could not only offer our members more functionality, but also provide them with those features that today’s consumers expect – ultimately, NCR stood out,” Rachel Wilde, marketing director, ECU, said

AERO explained it also recognized the need to provide its member base with an enhanced experience that would expand its footprint within digital banking. Bryce Mortensen, VP/information technology, AERO stated, “NCR had the most mature, feature-rich platform, with tangible existing third-party integrations that allow us to provide a full digital banking experience for our members.”