Experience Strategy: Driving Member-Centric Success
Problem Statement:
Leveraging Cortico-X’s Experience Strategy and Management capabilities, we conducted a full-day workshop with over 30 cross-functional attendees to analyze the entire lifecycle of member journeys. We identified and scored high-impact journeys, created 38 journey drafts, and brainstormed nearly 300 opportunities for enhancing member experiences, particularly focusing on digital engagement.
Our Approach:
Cortico-X conducted a comprehensive evaluation of the organization’s CX program, focusing on aligning capabilities, tools, and cultural readiness with strategic goals. We developed a tailored plan to enhance collaboration, integration, and strategic execution across departments.
Facilitated cross-functional workshops to fully define the current and aspirational state of member journeys.
Scored and recommended high-impact journey optimizations that were aligned with strategic goals.
Created 38 journey drafts to inform primary research and validate customer sentiment.
Visualized and refined each journey to illustrate crucial moments that matter.
Developed 297 opportunities across digital and traditional channels to improve member experience.
Results:
The implementation of a comprehensive Experience Strategy and Management plan delivered substantial results within the first year, driving key improvements in member engagement and operational performance.
- 25% improvement in acquisition rates for members aged 21-35 preferring digital self-service.
- 25% increase in money movement completion scores through enhanced digital banking tools.
- 30% reduction in manual data entry errors by integrating digital forms and automating processes.
This success story underscores the transformative impact of a well-executed Experience Strategy and Management plan. By strategically aligning member touchpoints with organizational goals, the credit union not only enhanced satisfaction and retention but also drove significant improvements in operational efficiency and digital engagement. The results demonstrate how a focused, member-centric approach can lead to measurable business growth, setting a strong foundation for sustained success in a competitive landscape.
this could be your win
If your organization is ready to leverage expert Experience Strategy and Management solutions to transform experiences and drive growth, reach out to Cortico-X. Our tailored approach ensures your customers receive the best possible experience, fostering loyalty and long-term success.