| CO-OP CEO: Building A Credit Union Innovation Mindset For credit unions, staying ahead of the innovation curve is both a mindset and a mission. Todd Clark, CEO of CO-OP Financial Services, says that, plus a healthy dose of technology, will accelerate its progress. Itâs why Clark told Karen Webster that taking control of CO-OPâs own technology path is key to driving that mission and that mindset home for its credit union partners. |
| Call Centers: In Search Of The 70 Percent Solution By the time consumers are transferred to a call center agent, itâs because chatbots canât help â and a helping human hand is needed. Yet friction abounds where 70 percent of call centers require consumers to read off the same data multiple times, putting information (and frayed tempers) at risk. In the latest Data Drivers, IntraNext CEO Patrick Brown says there's no magic bullet in the tradeoff between security and consumer experience, but technology (such as biometrics) helps, a bit. |
| Voice Commerce: User First, Channel Second âHow coolâ can suddenly become âWhat a wasteâ if consumers donât find value in new tech. Luke Starbuck, Linc Global VP, told PYMNTS thatâs also true for voice-enabled commerce. And that means, he says, developing skills that put the user problem first, then the coolness of the channel that can help them solve that problem, second. |
| | Omni Developer Report™ | | TRENDING: When Brick & Mortar Goes Digital (In Store) When physical retailers talk about âgoing digital,â that often means going online. For Canadian apparel retailer Frank & Oak, CEO Ethan Song says it also meansmaking the clicks and bricks meet in the store for the convenience of the consumer. Song shares his experience in using software to create connected consumer profiles that make their experience great online â but even better in the store â in the latest Developer Tracker. |
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