Maintaining Customer Empathy in the Digital Age with SimplyCredit's Karthik Sethuraman

ATLANTIC CITY, N.J. – Leading a full house Monday afternoon, SimplyCredit's Karthik Sethuraman discussed how to empathize with your members during the digital age and provide the best experiences they could have financially.


When a member is not in front of us, how to we empathize with them? Sethuraman went over three key lessons to consider:

  1. UX/User experience
  2. Data and Analytics
  3. Elastic scaling

With many of our consumer experiences online, it is important to acknowledge this technological shift and adapt with the changes to better serve your members and make it user-friendly.

“It is all about putting ourselves in the consumers’ shoes and asking the question: what does a magical experience look like?”

To connect with Karthik Sethuraman directly, email

Additional photos from NJCUL's 84th Annual Meeting and Convention can be found on the League's official Facebook page.