White Paper

Game Changer: How Operations and Member Experience Leaders Inspire Strategic Thinking

By Karen Bankston

posted 09.06.2018 (o & me)

New research across business sectors reveals that the customer experience drives financial results—a fact that credit unions have known and practiced all along. As the logistical engine of credit unions, operations and the member experience are a natural strategic nucleus, but employees in those departments may be an underutilized asset in identifying and executing strategic initiatives to grow membership and assets.

Given their positions on the frontlines of member service, managers and employees can help gather valuable business intelligence and apply strategic objectives in their daily interactions with members and efforts to enhance operations.

This white paper explores:

  • how operations and member experience leaders act as a catalyst for strategic thinking across the organization,
  • the pace of strategic conversations, and
  • the benefits of developing the business acumen of frontline and back-office employees in support of strategic execution.

Credit union leaders and industry experts share their perspectives on what constitutes strategic agility and how executives can lead by example in challenging and supporting their teams in positive ways.

This resource is only available to members. Please login to download or explore member benefits and join today

 

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