deepening human connection in an increasingly digital ... · Deepening Human Connection in an Increasingly Digital World 6/12/2018 © 2018 Market Insights 3 © 2018 Market Insights

Deepening Human Connection in an Increasingly Digital World

6/12/2018

© 2018 Market Insights 1

© 2018 Credit Union National Association. All rights reserved.

deepening human connection in an increasingly digital world TM

Saturday, June 30, 2018 | 1:45 pm - 2:45 pm

JOE SULLIVAN, CEO

market insights

© 2018 Market Insights | 2


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a great paradox of our hyper-

connected digital age is that we

seem to be drifting apart.

increasingly, however, research

confirms our deepest intuition: human connection lies at the heart

of human well-being. Dr. Dhruv Khullar (2017)


neuro-

biologically

wired for

connection


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time it took to reach 50 million users

Source: Quora © 2018 Market Insights | 6


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© 2018 Market Insights | 7 Source: Department of Labor Statistics and

Moment app (Kevin Holesh 2017)



Joseph R. Sullivan


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It’s becoming increasingly clear that

banks that can get the balance right

between digital and personal

interactions will be those

that build the strongest customer relationships. Jim Miller – JD Power & Associates (2017)


deepening human connection

1. have a clear purpose

2. cultivate empathy

3. rethink face-to-face



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1 have a clear purpose it helps members and employees find you


the most powerful and enduring

purposes are human-centered.

companies must ask themselves,

“what do we do to serve humanity?

do we create joy or belonging? enable exploration

or connection?” Alicia Hare – SYPartners (2017)


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GUIDING have a

principle



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1. purpose is not a gimmick; and

it is not rocket science

2. purpose should align with the

needs/demands of your market

3. purpose is your north star

purpose



2 cultivate empathy empathy expressed through both physical & digital

channels leads to greater emotional connection


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cultivate empathy

1. be curious

2. share a story

3. help others



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shame

disrupts

connection



3 rethink face-to-face make new opportunities for human-to-human contact

possible – for both your employees and your members

– blending the digital and physical world


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Source: Cornerstone Advisors. Q4 2017



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© 2018 Market Insights | 25 © 2018 Market Insights | 25




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1. we are neuro-biologically wired for connection;

but how we connect is evolving

2. shift the focus of our member relationships

from transaction to interaction

3. know what difference you are trying to make

4. shame disrupts connection

5. explore new ways to blend the digital

and physical world



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growth and comfort

never co-exist Ginni Rometty (June 2017)


joe sullivan, ceo

formarketinsights.com

@mi_sullivan

thank you

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deepening human connection in an increasingly digital ... · Deepening Human Connection in an Increasingly Digital World 6/12/2018 © 2018 Market Insights 3 © 2018 Market Insights