))
Episode 1 Dennis Devine, CEO of Alliant Credit Union: How to be customer-centric in a digital-first organization
Manage episode 343789666 series 3399734
Content provided by Personetics Technologies Ltd. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Personetics Technologies Ltd or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
In our inaugural podcast episode, host Jody Bhagat talks to Dennis Devine, President, and CEO of Alliant Credit Union, about its member-first strategy.
Having previously held senior leadership roles at KeyBank, Citizens Financial Group and PNC Bank, Dennis reveals some of the ways in which his personal approach to customer-driven innovation has changed over the years, and how these past experiences have prepared him to head a credit union with $16 billion in assets, one of the 10 largest credit unions in the US.
In 2014, Alliant Credit Union, realized that 96% of the transactions occurring in its branches could be done digitally, sparking a decision to move towards a digital-first model. So how does a digital-first credit union with no physical branches creates an outstanding customer experience?
“The benefit [of being digital-first] is the best cost structure in the industry, without the cost of a far-reaching and often underutilized branch network. We’re able to take those cost savings and give them back to our customers.”
Dennis also discusses some of the key challenges that the industry will need to address in order to deliver more personalized member experiences in the future. For example, consumers typically have relationships with several financial institutions, leaving banks and credit unions with a fragmented picture of their true financial situation.
Plus you’ll learn:
>> Two ways banks and credit unions can help customers in times of economic uncertainty
>> The silver lining to rising interest rates, for banks and customers
>> One easy way Alliant keeps member experience at the heart of organizational culture
>> The driving force behind Alliant’s decision to eliminate overdraft fees
>> The biggest challenge in delivering a personalized customer experience - and how Alliant overcomes it
>> How to make the most of your partnerships in order to improve your overall value proposition
>> Alliant’s “superpower” which allows it to grow in an increasingly competitive environment
...and more.
18 episodes
Share
