What is Member Experience?
11.07.2017 - 11.07.2017 (o & me)
1 pm central Online via Adobe Conenct
- Perspectives on understanding the Member Experience. What is the Planned Experience versus the Actual Experience. How do you get to the ideal experience?
- Making the case for Change. Moving from Mapping to Doing
- Defining the change. The role of research, prototyping and feedback
- The use of data analytics and member feedback in improving the member experience
- Coaching employees on the value of offering our products and services
- The role integrity plays in shaping the member experience
- The impact of the front and back office relationships on the overall member experience
Meet Your Speakers:
- Heather Lally - Chair of the Operations & Member Experience Council
- Brandi Cummins - VP of Sales & Service, Neighbors FCU
- Norman Buchanan - 1st VP Member Experience, Alliant CU