Thursday, June 3, 2021 - 12:15 - 1:00 CT
Topic 1: Member Experience & Expectation: Member Expectations in a Digital World
Wendie Ellis, Director Payment Services, Horizon Credit Union, Spokane, WA
Jim Phillips, SVP/ CIO, SchoolsFirst Federal Credit Union, Santa Ana, CA
“Exceeding Member expectations by charting a course through the digital storm”. Member adoption of digital channels is increasing every day and their expectation for an easy, seamless experience across all channels at any time is becoming table stakes in financial services no matter how big or small your credit union is. Creating a digital road map is critical in charting your course in a constantly changing increasingly competitive digital landscape. This session will talk about the new bar in creating extraordinary experiences for your Members, the rapid acceleration in innovation and change and the importance of charting a path to meet future Member expectations.
Topic 2: Delivering on Member Experience & Expectations: Steps to Meet and Exceed Member Expectations
Brad Aspgren, SVP Operations, American Airlines Federal Credit Union, Fort Worth, TX
Richard Roark, VP/CTO, Bay Federal Credit Union, Capitola, CA
In this session participants will discuss what it will take to deliver on the ever-changing member experience and new expectations we are all facing (e.g., omni-channel experience, call center hours, product/service development, member issue resolution, etc.). We will discuss the steps CU’s should consider taking. We look forward to lots of collaboration, sharing, and some good ideas!
Topic 3: Improving Member Experience (Efficiently) in the Contact Center
Willis Chang, Enterprise Systems Architect, Kinecta Federal Credit Union, Manhattan Beach, CA
Keith Sheriffs, VP of Member Service, Mountain America Credit Union, West Jordan, UT
Join us as we discuss strategies to improve member experience, generate efficiency, and using data in a meaningful way within the Contact Center! We’ll discuss the use of data to deliver a better member experience with a tailored approach, driving digital self-sufficiency of members through education and service, and knowing your customer and mitigating fraud through secure, efficient and automated technologies.