sharpen your digital strategy - inclusiv · sharpen your digital strategy: digital trends shaping...
TRANSCRIPT
![Page 1: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/1.jpg)
Sharpen Your Digital Strategy:
Digital Trends Shaping the Financial Sector
![Page 2: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/2.jpg)
2
Hello, From CUNA Mutual Group.
Stef LuckLending Specialist
Susie BrinsTruStage Specialist
![Page 3: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/3.jpg)
Sharpen Your Digital Strategy:Digital Trends Shaping the Financial Sector
![Page 4: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/4.jpg)
4
Today’s Agenda
01 State of the Industry
02 Trends Impacting the Industry
03 Taking the Next Step
![Page 5: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/5.jpg)
![Page 6: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/6.jpg)
![Page 7: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/7.jpg)
80%
Digitization Is Impacting the Entire Financial Sector
7
• go out of business
• become commoditized
• or exist only formally but not
compete effectively.
Source: Gartner 2018
By 2030
of heritage financial services firms will…
Placeholder image
![Page 8: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/8.jpg)
Quick Poll: Is Your Credit Union Digitally Mature?
8
![Page 9: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/9.jpg)
A.I. + Machine Learning9
![Page 10: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/10.jpg)
10
![Page 11: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/11.jpg)
of millennials use mobile banking2
82%
plan on increasing spending in tech over the next 3 years from 25–49%3
53% And We’re Doubling
Down.
To Meet Customer
Expectation.
To Interact Less.
We Spend a Lot On A.I.
$12 Billion Financial Services and Insurance are expected to spend $12 billion on AI by 20211
1 Gartner 20182 The Financial Brand The Rise of the Digital-Only Banking Customer3 Quantcast 2018 Lessons of 21st-Century Brands
of customer service will use virtual assistants by 20201
25%
![Page 12: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/12.jpg)
The Visual Capitalist Feb 2019
![Page 13: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/13.jpg)
![Page 14: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/14.jpg)
“While Millennials were mobile pioneers, teens are mobile natives.” Because of this, Gen Z is the generation that is much more exclusive on mobile and less so on laptops compared to other generations (Forbes, July 2018)
Unlike Millennials, Gen Z has never known a world without unlimitedDigital access (Forbes, July 2018)
Gen Z is already on track to become the largest generation of consumers by the year 2020, and they account for $29 to $143 billion in direct spending (Forbes, July 2018)
![Page 15: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/15.jpg)
U.S. Population by Generation 2018
Source: US Census Bureau
![Page 16: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/16.jpg)
16
Technologies as Change Agents in the Financial Sector
of insurance executives believe AI will revolutionize the way they gain information and interact with customers 1
79% New interfaces create new sources of data
A.I. and Machine LearningChatbots IoT and Biometrics
Once developing, now the primary vehicle for customer experiences. 82% of Millennials use mobile banking
Mobile
>50% of all searches will be conducted by voice by 20203
Voice
1 Accenture Technology Vision for Insurance 20172 Gartner 20183 Gartner 2017
of customer service will use virtual assistants by 20202
25%
82%
![Page 17: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/17.jpg)
17
Consumers Expect Personalized Experiences
![Page 18: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/18.jpg)
Consumers Are Empowered More Than Ever Before
their choices are expanding.
their accessibility is expanding.
they are receiving unprecedented
value from brands.
Focus on all three to remain competitive
![Page 19: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/19.jpg)
19
For Insurance, the Core Audience Is Aging out and New Entrants Are Technology Adopters
![Page 20: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/20.jpg)
20
But We’re Not Really Ready… Yet.
of financial services companies consider themselves “Digitally Mature”1
25%only
1 Adobe 2018 Digital Intelligence Briefing
![Page 21: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/21.jpg)
21
The Connected Customer. Trend 01
Automation in the Customer Experience.Trend 02
Making Sense of Member Data.Trend 03
![Page 22: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/22.jpg)
22
The Connected Customer. Trend 01
Automation in the Customer Experience.Trend 02
Making Sense of Member Data.Trend 03
![Page 23: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/23.jpg)
Planning for the Integrated Customer Journey
23
![Page 24: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/24.jpg)
The Fundamental Lending Process
FulfillmentLead Generation/ Acquisition Application Decisioning Support /
Reporting
![Page 25: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/25.jpg)
Hope Is Not a Strategy. Break Down the Silos.
SO
CIA
L
WE
BS
ITE
TV
OLV
DIS
PL
AY
PA
ID S
EA
RC
H
…E
TC
.
CR
M
25
![Page 26: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/26.jpg)
SO
CIA
L
WE
BS
ITE
TV
OLV
DIS
PL
AY
PA
ID S
EA
RC
H
…E
TC
CR
M
Focus on Shopper Motivations and the Rest Will Follow
PERSONAS
NEEDS/REASONS TO BELIEVE
EXPERIENCES AND MESSAGES
26
![Page 27: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/27.jpg)
27
Family Trust FCU Uses Identified Consumer Needs for Cross-brand Promotions
![Page 28: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/28.jpg)
‘Many organizations have unwittingly designed innovation processes that produce inconsistent and disappointing outcomes. They spend time and money compiling data-rich models that make them masters of description but failures at prediction.’1
Jobs to Be Done
1 Harvard Business Review 2016
![Page 29: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/29.jpg)
29
From ‘Sleepy Operation’ to One Of the Most Innovative Colleges in America
https://hbr.org/2016/09/know-your-customers-jobs-to-be-done
![Page 30: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/30.jpg)
1 Harvard Business Review 2016
Jobs to Be Done – Questions for Consideration
• What experiences will help customers make the progress they’re seeking in a given circumstance?
• What obstacles must be removed?
• What are the social, emotional, and functional dimensions of the job?1
![Page 31: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/31.jpg)
31
Implications
01 Data-driven insights are fueling customer experience design.
02 New technologies are enabling
brands to give customers what they want.
![Page 32: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/32.jpg)
32
The Connected Customer. Trend 01
Automation in the Customer Experience.Trend 02
Making Sense of Member Data.Trend 03
![Page 33: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/33.jpg)
Automation Is Here33
![Page 34: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/34.jpg)
Quick Poll: How many of you own…
A. Amazon Echo with Alexa?
B. Google Home with Google Assistant?
C. Apple Home Pod with Siri?
34
![Page 35: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/35.jpg)
~50% of Consumers own an Echo, Google Home or HomePod1
• 47% search
• 35% basic research
• 30% shopping
• 13% manage their finances
Source: 1 Adobe 2018
Huge brand opportunity!
35
![Page 36: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/36.jpg)
By 2020, Half of All Searches Are Expected to Be Made by Voice
36
It’s
Reliable.It’s
Personal.It’s
CheapIt’s
Everywhere.+
![Page 37: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/37.jpg)
37
Alexa, ask Summit Credit Union to pay my auto loan.
![Page 38: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/38.jpg)
38
![Page 39: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/39.jpg)
The Rise of Chatbot Assistants
39
![Page 40: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/40.jpg)
40
Implications
01 Process Automation Solves for Increasing Member Expectation.
02 Voice Interfaces Are Quickly Becoming a Familiar Way for Consumers to Interface with Brands.
03 Learning Algorithms Promote Better and Safer Environments for Members.
![Page 41: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/41.jpg)
41
The Connected Customer Experience. Trend 01
Automating Operations and Marketing.Trend 02
Making Sense of Member Data.Trend 03
![Page 42: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/42.jpg)
We Have More Data Now Than Ever Before
42
of marketers believe data allows awareness of customers’ needs1
55%
think it allows for greater personalization1
53%
1 Quantcast 2018 Forbes Insights Modern Brands AI Report
2.5 quintillion bytes of data are created each day
![Page 43: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/43.jpg)
43
It’s Not About ALL THE DATA. It’s Using the Right Data Correctly.
Create informed campaigns.
Build relevant financial products.
Optimize content.
![Page 44: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/44.jpg)
44
Machine Learning Curates a Personalized Shopping Experience• Includes voice and text support
• Curates personalized content for professional buyers
• Gains valuable consumer purchasing data
![Page 45: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/45.jpg)
How do we take advantage of an excess of data?
45
![Page 46: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/46.jpg)
46
Strategic Acquisitions Grow Digital Capabilities for CUNA Mutual Group and Partners.
Small Business Lending Compliance Data Management and Insights
![Page 47: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/47.jpg)
47
Implications
01 Focus on action-based response intelligence, while working towards improved analytics and automation.
02 Companies employing effective analytics programs can increase productivity, reduce losses, and improveproducts and services
1 Quantcast 2018 Forbes Insights Modern Brands AI Report
![Page 48: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/48.jpg)
Wrap Up
48
The Connected Customer. Trend 01
Automation in the Customer Experience.Trend 02
Making Sense of Member Data.Trend 03
![Page 49: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/49.jpg)
Plan holistically for the connected member experience.
New automation tools are allowing us to reach new and existing consumers in new ways.
And we have a ton of data that presents us with opportunity to better serve our members.
49
![Page 50: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/50.jpg)
Now that we’ve gone through the state of the industry and trends….
Do you feel you have ideas that can help your credit union move forward?
50
![Page 51: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/51.jpg)
Know the narrative.
Get an understanding of today’s member.
Know where and how to reach the consumer across channels.
Look for ways to automate.
Plan to iterate.
Your Digital Checklist
![Page 52: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/52.jpg)
Where’s all this going?
52
Expanded product or service offerings
Offline experiences Communal experiences online
TO
Buying online as a convenience
The expectation to service all needs online
Generic messaging Personalized experiences
Tools to inform purchase
F R O M
![Page 53: Sharpen Your Digital Strategy - Inclusiv · Sharpen Your Digital Strategy: Digital Trends Shaping the Financial Sector. 4. Today’s Agenda. 01. State of the Industry. 02. Trends](https://reader033.vdocuments.us/reader033/viewer/2022052519/5f16621b1468e97c8e26b635/html5/thumbnails/53.jpg)
THANK YOU
53