How can anthropologists help organizations adapt to disruptive change?
The following story describes a cascading set of challenges that a large regional credit union faced in the aftermath of the COVID-19 pandemic. Like other organizations, the credit union needed to quickly adapt to a set of organizational headaches, if not crises. Its digitally-oriented response ultimately set it on a more competitive footing in a rapidly changing financial services landscape. Let me begin with some more conext.In January of 2020, a credit union client which I refer to as Major Metropolitan Credit Union (MMCU) was coming off one of its most successful years. Member satisfaction scores had hit an all time [...]