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White Paper Detail

White Paper

Disruption, Transformation, and the Power of Empathy

By Mollie Bell

posted 06.14.2016 (ceo)

In this excerpt from the 2016-2017 CUNA Environmental Scan Report, Mollie Bell, CUNA’s chief transformation & engagement officer, explains why credit unions must transform their business models to meet the needs of future members.

“Disruption is a reality,” writes Bell. “Consumers demand more from brands they engage with: they want you where and when they want you, and they expect you to know them and personalize the engagement.”

To overcome disruptive change in the financial services industry, according to Bell, credit unions must:

  • Design the organization to deliver the value a more narrowly defined audience seeks.
  • Embrace empathy so you can better relate to and serve current and potential members.
  • Leverage a powerful differentiator—the fact that people increasingly want to do business with brands that do good.
  • Implement change in a well-planned, well-communicated manner, always answering “why change?” for your staff and members.
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