The Chevron Federal Credit Union (CFCU) CX program needed a boost. The 110,000-member organization was collecting member feedback but didn’t have a formal program that lived up to the expectations of the Credit Union’s 80+ year member-first mantra.
The Credit Union lacked a holistic CX strategy which made it difficult to truly understand their member’s experiences, and follow up quickly on member feedback.
But that changed.
CFCU worked with MaritzCX to formalize their program by instituting a foundational omni-channel survey, applying strategic metrics, and developing action plans. Today, CFCU’s CX program is a model initiative delivering value to the entire organization.
Want to know the specifics on how CFCU CX took their program to the next level?
Join Margot Asiri from Chevron Federal Credit Union and Jennifer Passini from MaritzCX for this case study web cast and learn best practices for:
- Consistently monitoring and evaluating customer experiences across channels
- Identifying and utilizing important NPS drivers
- Applying metrics for incentives
- Developing an action plan
CFCU recognized enhancing their program meant re-envisioning the goals they wanted to accomplish. It’s a beginning-to-end renaissance, from understanding how to better capture solid data to analyzing feedback and putting appropriate actions in place for better customer experiences.
