Emily Steele discusses how operational unification is vital for credit union efficiency.
Savana President and COO Emily Steele recently joined CU Broadcast to discuss how operational inefficiencies are holding credit unions back from delivering superior member experiences.
During the panel, Emily spotlighted the all-too-common burden of “swivel-chairing,” where employees switch between as many as 18 separate systems just to serve one member interaction. That kind of fragmentation leads to wasted time, lower productivity, and ultimately member frustration.
She offered a three-point framework for modernization:
- Unify systems to enable seamless workflows for staff and better member interactions.
- Bridge self-service and assisted channels, matching evolving member expectations shaped by retail experiences.
- Streamline internal operations to reduce risk and position credit unions for future growth, including through M&A opportunities.
By orchestrating data and workflows into a unified interface, Savana helps credit unions break the swivel-chair cycle. This means staff can focus on giving personalized advice instead of grappling with outdated systems.
It is a crucial shift: modernization is not only customer-facing, it starts internally.
🎧 Listen to the full CU Broadcast episode here to hear Emily’s insights in full.
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