Standing out in a crowded financial landscape : 3 ways banks and credit unions can differentiate their CX in a saturated market

Long before the pandemic upended in-person consumer experiences, integral shifts in the way banking customers and credit union members interact with financial institutions were already in motion. According to one 2019 EY report, global adoption of fintech services grew from 16% in 2015 to an astounding 64% in 2019.1 The initial appeal of these digital-first solutions is obvious — they’re sleek, they’re easy to use, and most importantly, they’ve successfully simplified some of the complex transaction processes customers loathe. Between these new fintech solutions and massive digital transformations executed by many of the largest banks, banking customers now have more choices than ever before — and new motivation to find a powerful digital solution.