Filene's Fellow for the Center for Emerging Technology, Dr. Bill Maurer, with special guest researchers Scott D. Mainwaring and Melissa Katherine Wrapp of the University of California, Irvine, provided a preview of an upcoming research project sharing 7 themes that emerged from interviews with credit union members about their experiences with digital assistants, customer service chatbots, and financial institutions.
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Webinar: Empathy and Intimacy in Automated Financial Customer Service
Review the webinar materials from Empathy and Intimacy in Automated Financial Customer Service, hosted on January 14, 2021.
Blog |Credit unions today face an environment marked by relentless change, information overload, and the need for accelerated decision-making. The more we’ve heard from credit union leaders, the more we’re reminded of the often overwhelming, exhausting, contradictory, all-consuming world we saw in one of our favorite 2022 movies: Everything Everywhere All at Once.
Blog |January—‘tis the season when credit unions take a deep breath, shake off the holidays, and focus on the new year. To help set the stage, we spoke to credit union leaders and industry experts to tell us what they’re looking out for in 2024.