Citadel Credit Union Digital Transformation Case Study

This case study details Citadel Credit Union's partnership with Lumin Digital to enhance its digital banking capabilities. The document outlines the challenges faced by Citadel, including competition with national banks and neobanks, as well as the limitations of its previous banking platform, which struggled to meet member expectations for digital services. The case study describes how Citadel selected Lumin Digital based on its future-ready technology stack, superior user experience, and better capabilities. The implementation process is highlighted as being notably efficient, completing within eight months. The outcomes of this partnership include significant improvements such as a 20-point increase in Net Promoter Score (NPS) and a 30% growth in digital cross-sell solutions. The document also discusses future plans for further digital enhancements, including the launch of a customer data platform and the exploration of AI-driven solutions, aimed at expanding Citadel's reach and improving member engagement.