Better Service and Less Cost through Digital w/ Amy McGraw of Tropical FCU

In this episode, we look at lessons learned from radically embracing a digital-first experience. Amy McGraw, VP of Marketing and Chief Experience Officer at Tropical Financial Credit Union, shares insights from their journey and the hard choices success demands.Highlights from our discussion:- Putting personalization first and the ability to break out of traditional marketing cadences.- The importance of technical partners inside and outside the organization and the role Fintech and CUSOs play.- Making the decisive and hard choice between physical and digital presence.- The critical role core banking providers play.- The tactics for providing a personal experience and keeping a "people helping people" mindset in a digital-first organization.- The overlooked key capabilities in organizational change management essential to success.For more information about Tropical Financial Credit Union and its innovative approaches to customer experience, visit https://www.tropicalfcu.com/.