THE 'tude

Member service continues to evolve through technology – mobile banking, artificial intelligence, analytics, and even robots. Yet, with the many experiential and efficiency gains provided via technology, are there elements of member service that should not be automated? 

In February, the U.S. Government Accountability Office (GAO) published a report to Congress based on reports of businesses and residents of Southwest border communities whose financial services were terminated—and in some cases whole branches closed—due to the perceived Bank Secrecy Act risk. 

Consumers and members are approaching financial services with an Amazon.com mindset, and I don’t think that anyone doubts the projection that mobile and digital methods are the primary way institutions will interact with members in the future.