DAYTON, Ohio–Support EXP reported that one of its client credit unions, Suncoast Credit Union in Tampa, is in the process of implementing ITM technology at several of its branch locations, including a new branch featuring ITMs with member advocates on site to assist members.
Alongside Suncoast Credit Union, Support EXP said it is capturing data to measure the quality of member service via digital that one would expect in any branch experience--reliability, empathy, assurance and efficiency.
“Together, Support EXP and Suncoast Credit Union are using advanced measurement and actionable analytics to assure that the digital is humanized, providing a model for financial institutions everywhere,: the company said.
Suncoast Credit Union is using Support EXP’s product, Service & Sales CX to measure employee behavior, specifically looking at member satisfaction levels with their experiences through the ITM platform and at whether or not the credit union misses, meets or exceeds member expectations. Ultimately, Suncoast Credit Union is using Service & Sales CX to measure member expectations versus the reality, Support EXP said.
Suncoast Credit Union is also using Support EXP’s Net Referral+ CX survey program to measure their members’ ITM experiences post-transactionally. Support EXP is using this program to measure elements like ease of use, member relationships with the credit union and overall member loyalty.
“Suncoast Credit Union grasped the importance of actionable analytics from the beginning of this initiative,” Support EXP said in a statement. “Rather than jumping in and hoping for the best throughout the implementation and testing phase, they incorporated a strategic imperative to measure their members’ experiences during implementation so adjustments can happen along the way, ultimately creating a seamless experience for the member. The innovative technology of ITMs is just part of the overall banking experience transformation happening throughout the financial services industry, and by partnering with Suncoast Credit Union, Support EXP is using actionable analytics to carve the path of differentiation by humanizing the digital experience with banking technology.”