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Customer Interaction Case Studies

Heartland Credit Union

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Celina Insurance Group

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Service 1st Federal Credit Union

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Resources

On-demand Webinars

Staffing the Contact Center for Digital Transformation

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The Most Overrated Consideration in CX: Customer Channel Preferences

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John Doe

Co-Author, “The Effortless Experience” and "Digital Customer Service: Transforming Customer Experience for an On-Screen World."

John Doe

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John Doe

Co-Author, “The Effortless Experience” and "Digital Customer Service: Transforming Customer Experience for an On-Screen World."

Rajat Mishra

Co-Author, “The Effortless Experience” and "Digital Customer Service: Transforming Customer Experience for an On-Screen World."

Rajat Mishra

Co-Author, “The Effortless Experience” and "Digital Customer Service: Transforming Customer Experience for an On-Screen World."

Rick DeLisi

Lead Research Analyst, Glia. Co-Author, “The Effortless Experience” and "Digital Customer Service: Transforming Customer Experience for an On-Screen World."

Rick DeLisi

Rick DeLisi is a leading authority on customer experience and digital service transformation who brings a refreshingly unique perspective: he bridges the gap between traditional business wisdom and emerging technologies. With a career spanning the evolution from rotary phones to AI chatbots, Rick helps organizations navigate the future of customer loyalty while keeping the human element firmly in focus.

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Rick DeLisi

Lead Research Analyst, Glia. Co-Author, “The Effortless Experience” and "Digital Customer Service: Transforming Customer Experience for an On-Screen World."

Member expectations have changed, with greater emphasis on digital and self-service options for credit union members. Transforming credit union products and services to provide digital-first service can seem daunting. But meeting members at their point of need contributes to improved member satisfaction and loyalty. The contact center plays a pivotal role in digital transformation and meeting members where they are: on their screens.

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Watch as Glia’s Rick DeLisi and Laurie Bruggenwirth of Ascentra Credit Union discuss how Ascentra approached implementing Digital Member Service. The conversation covers lessons learned, how to staff operations for success and member satisfaction, and the evolution to a digital-first contact center.

Then, explore how you can provide digital-first service to your members by requesting a personalized demonstration.

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