The CEO Forum Group Magazine Business 2023 (1) - Flipbook - Page 37
President & CEO, Alliant Credit Union
transformation involves infusing
everything that is already occurring.
digital
into
For example, at Alliant, we do not have an
operations team and a digital team. It is all part
of one cohesive organization. Digital is not just
a nice front end; it is intentionally infused into
every aspect of the experience that our members
could possibly encounter in their interactions with
us. For example, if they want to make a payment or
open a new account, they can do all of that digitally.
If they need human assistance along the way,
we offer a 24/7 member care center that provides
one-on-one support.
Culturally, our leaders also think in that 24/7
mentality. It is not about separate teams but how
we work as an integrated industry force. We view
our competitive arena differently; it is more than
financial institutions. We compete with every digital
experience our members have and expect in today’s
marketplace.
For instance, we must consider how easy it is for
them to have a package delivered to their home or
to order a car service. As a result of that anticipated
convenience, our collaborative partnerships evolve
to rise to increasingly high standards for seamless
and high-convenience experiences. It is all part
of the overarching dynamics of how today’s everchanging consumer culture meets those demands
and plays into the organizational transformation we
undertake.
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