Beginning in late 2017, First Commerce Credit Union began its implementation of technology to enhance the member experience in a sustainable manner. As with any change, there was much feedback to be gained, many lessons to learned. This presentation was developed through member interaction, feedback, in person feedback and surveys.
Major topics include:
• Understanding points of member feedback
• Understanding and Determining the Importance of Which Members are Giving Feedback
• Understanding the importance of multiple touch points and points of reference
• Understanding the difference between what members say versus what they do
• Matching organizational tactics to organizational strategy
Donald Peaks
Chief Experience Office
First Commerce Credit Union