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Credit union contact center employees, who are now handling more than calls, are trying to strike a balance between acting as crime scene investigators checking identities and helpful agents attempting to sustain or improve the member experience.

IBM and Denver-based credit union service organization CULedger, have struck a collaboration deal by which new blockchain-based services will be pioneered to help credit unions provide their members with greater efficiencies and an enhanced user experience. CULedger focuses on delivering “innovative applications” to credit unions via its cross-border global distributed ledger platform.

A progress update has been given on a credit union-backed initiative aimed at creating a global digital identity solution for CU members. Known as MyCUID, the effort is part of CULedger, which was launched in 2016 by the MountainWest Credit Union Association and which has since expanded to include CUNA, with investments in the millions of dollars from approximately 40 organizations.