Michael Stojda

As banks strive to create seamless customer experiences across digital and physical channels, how can financial institutions balance customer expectations with budget constraints while ensuring consistency across mobile, online, and in-branch interactions? This case study will explore how MSU Federal Credit Union took a strategic, phased approach to omnichannel realization—focusing on high-impact improvements that deliver measurable value without overhauling legacy systems all at once. Learn how they prioritized investments in digital enhancements, branch technology, and data integration to create a more connected experience for customers. Discover how small but meaningful changes—such as equipping branch staff with real-time customer insights, optimizing self-service tools, and aligning digital messaging with in-person interactions—can significantly improve engagement and operational efficiency.