By Lisa Hochgraf
The channels credit unions use to deliver services to members--such as branches, mobile banking, call centers, home banking, and audio response systems--are easily their largest technology expense, says Terence Roche, principal of CUES Supplier member and strategic provider Cornerstone Advisors, Inc., Scottsdale, Ariz.
To effectively manage this investment, credit unions need to build a consistent set of rules of operations and a consistent level of member service across all channels, asking such questions as:
- Which products and which vendors are still going to be here in five or 10 years?
- What's the regulator going to do?
- How and when do we make an investment for success?
Roche talked about all this and more in a recent interview with Mike Lawson of CU Broadcast.
Hear Roche and his colleagues discuss these issues in person at the CUES School of Product and Channel Management, Sept. 28-29 in Schaumburg, Ill.
