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Agile banking: How credit unions can build and maintain flexible operating models for a rapidly changing world

Published
Jun 11, 2025
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Banking is moving faster than ever. Between shifting regulations, sophisticated fraud, and rising member expectations, credit unions are under pressure to do more with less.

In this session, experts from TTEC Digital and Genesys break down how to build a resilient operating model that doesn’t just survive disruption—it thrives on it.

Together, we'll cover:

  • How to choose smart technology that scales and evolves right alongside your members' needs.
  • Strategies to train your staff into agile teams that can flex across departments when it matters most.
  • Practical ways to harden your fraud and compliance strategies without slowing down your member service.

Featuring: 

  • Tiffany Gschwendtner, Global Leader, CX Solutions at TTEC Digital
  • David Porter, Managing Director, Financial Services at Genesys

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Webcast Summary: Agile Banking & Flexible Operating Models

This Credit Union Times webcast, sponsored by TTEC Digital and featuring experts from Genesys, discusses strategies for building agile banking operating models.

Key Discussion Points:

  • Business Resiliency & Flexibility: How financial institutions can adapt to shifts in consumer banking trends (like the decline in branch traffic and rise in mobile app usage).
  • Digital Transformation: Transitioning from on-premise systems to scalable cloud foundations (CCaaS) for improved efficiency.
  • Member Experience (MX): Leveraging journey analytics and AI-powered tools (like agent assist) to meet evolving member expectations.
  • Fraud Prevention: Implementing advanced security measures like voice biometrics and two-factor authentication.
  • Operational Efficiency: Strategies for branch overflow and modernizing contact centers to drive revenue.

Learn how credit unions can utilize technology and strategic partnerships to weather economic disruptions and thrive in a rapidly changing financial landscape.

Ready to modernize your member experience?

As a premier Genesys Gold Partner, TTEC Digital helps credit unions deploy these exact agile frameworks. See how we combine the world's leading CX platform with industry-specific expertise to transform your operations.

Explore our Genesys partnership
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