Credit unions are struggling with the reality that digital transformation is easier said than done. Modernizing legacy infrastructure, which most of the financial industry still relies on, is no small undertaking, and many initiatives are in their infancy. With technology spending in the financial sector expected to achieve double-digit growth in 2022, according to Forrester research, credit unions need a roadmap to maximize the investment.

Digital Transformation Through the Customer Experience Lens

Before credit unions begin devising the next phase of their digital strategy, it's important to take a step back and consider the end goal of these investments. While there are numerous drivers behind digital transformation initiatives, arguably one of the most essential is creating a compelling member experience that continues to delight even as new technologies are introduced. Increasingly, facilitating this high-quality experience comes down to ensuring members can move seamlessly between different touchpoints during a single transaction.