CASE STUDY

Experience Strategy: Driving Member-Centric Success

Industry:
Banking Services
Solution:
Experience Strategy and Management

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.

How Can

We Help You?

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.

Related case studies

Driving Experience Excellence Through Cultural Transformation

Data-Driven Decisions for Operational Excellence

Experience-Driven Growth in Healthcare

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© 2024 Acquis Consulting Group L.L.C

HOME
WHO WE ARE
HOW WE HELP
CAREERS

299 Broadway
Suite 1200
New York, NY 10097

212.609.2700
cortico-x@acquisconsulting.com

GET IN TOUCH
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A leading manufacturing company identified an opportunity to leverage the data collected by its products to provide new value to its customers. The company engaged Cortico-X to create a digital services strategy, define the operating model and identify emerging technologies to power the platform.
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By prioritizing the business goals, Cortico-X identified several technologies and processes that will help the manufacturer evolve from a product-based company to a data service company, including generative AI design and chaos engineering. With its new data and services platform, the company will continue to grow its business in the digital era.

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Through the new platform, fans will be able to play along with games as they happen. They will take the role of team coach in a simulation, seeing if they can beat the coach on the field by making different decisions, like swapping in new players. Powered by advanced technologies like artificial intelligence and digital twins, the platform will allow fans to engage with and compete against each other. Soft LED touchscreens and concave screens will bring the virtual game into the stadium, enhancing the immersive experience.
Result
The league anticipates that the new platform will help to engage younger fans and break down geographic barriers—while providing the tech foundation to be ready to jump into the metaverse.

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Health system leaders walk a mile
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Problem
A major health provider embarked on an ambitious journey to uplift the voice of their employees and embed the patient experience into its culture and operating model. In order to more meaningfully achieve their goals, leaders knew they needed to get closer to the frontline experience and more intimately understand the challenges faced by employees each day.
Solution
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Result
With two pilots completed to date, Walk a Mile is resulting in renewed perspective and strengthened connections across the organization. Employees reported feeling valued and heard on a new level, while leaders found it refreshing to step away from their often 50,000-foot view to build a greater understanding of critical responsibilities and work processes that drive strategic endeavors. While the initiative primarily aims to build empathy, leaders also collaborate with the frontline to identify solutions that alleviate challenges, improve inefficiencies and support a positive working experience. The company is now scaling the program so that it is embedded in each of its seven markets. Ultimately, the organization hopes the deepened synergies between leaders and frontline employees will improve the patient experience in previously unimagined ways.

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Solution
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Solution
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Result
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Problem
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Solution
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Result
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