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Historically, financial institutions have measured their success purely on traditional return on investment (ROI) metrics, such as revenue, efficiency ratio, member numbers and deposit growth. However, with digital disruption, innovative fintechs and weakening customer loyalty all upending the banking industry, these measures no longer tell the full story, nor do they provide actionable intelligence to credit unions for long-term planning. The financial sector is moving too fast, and its customers are moving even faster – meaning success today is no longer an accurate forecast for future viability.
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