Hi Kevin, thanks for your question. I think in some ways credit unions are way ahead of banks in customer centricity, as their model is fundamentally simpler and more transparent. I guess the opportunity for them is that they also tend to be, in my experience, quite old fashioned businesses — not yet using technology to create a frictionless customer experience, and not yet using modern, responsive ways of working to move at internet speed. What is interesting is modern tech startups like Lemonade who are applying a ‘peer to peer’ model to a related category (insurance).

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Leading a customer-led transformation at a PE-backed #SMEtech. Previously CSO at Albion, a business innovation consultancy.

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