April - 20198IN MY OPINIONForward-thinking companies know that success in the digital age is dependent upon increasing consumer interactions on mobile devices. But that interaction must be done in a way that increases the utility for consumers and promotes a deeper engagement with the company.As digital sophistication increases, expectations are rising with them. At Truliant Federal Credit Union, with offices in North Carolina, Virginia, and South Carolina ­ and more than $2 billion in assets ­ making sure that our digital tools meet the needs and demands of our member-owners ­ many of whom may never walk into a physical Truliant branch ­ has taken on a heightened importance. For us, digital transformation is not a new concept. Digital evolution at institutions like ours has been constant for well-over two decades. Some trends take hold. Some do not. Our foundation in innovation began with our roots in Western Electric - whose employees founded us in 1952 ­ and later to AT&T Family Federal Credit Union - serving AT&T Technologies. We are building on a history of innovation at Truliant, from the 64-foot obelisk outside our headquarters, atop which sits a blue glowing orb to reflect member satisfaction, to our long heritage of speaking out on our member's behalf to modernize and better serve credit union members through legislative efforts. Truliant is recognized as a leader in our industry.Truliant is an organization whose scale has increased dramatically in the last five years. We are in the process of adapting our process culture to match our growth into an organization that more intentionally embraces agility, collaboration and innovation so we can continue uncovering the unmet financial needs of our member-owners. We are enhancing our organizational culture to form a more complete understanding of member experiences so we can create and design better ones. We are actively teaching the development of innovative ideas at every level of the company, and encouraging a design-thinking philosophy, to improve how we develop solutions for our members. A vital part of this process has been the development of an innovation catalyst team. This team --constituted of 12 members from departments throughout the company--is at the core of our evolutionary transformation. These 12 people have been selected because they already embrace and understand the benefits of innovation. As the By Jeff Hibbard, Vice President, Digital Innovation, Truliant Federal Credit UnionMeeting the Expectations of Mobile-Ready Consumers Jeff Hibbard
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