Compliance as a strategic member experience asset?

Something’s been on my mind since joining the PolicyWorks team last summer. Coming on board as VP of Client Development, I had a strong vision for how I planned to contribute. In brief, I hoped to make working with our company one of the best experiences a credit union leader could have on any given day.

Audacious? Maybe. But a totally exciting goal, in my estimation.

Of course, I’m not the only professional focused on experience today. Quite the opposite. Whether it’s referred to as UX, CX – or in the credit union space, MX – the end-user experience has become an increasingly important area of focus for nearly all brands. How people feel before, during and after interacting with a company or organization directly impacts how long they’ll maintain that relationship.

Thinking through this growing point of concentration for business got me to wondering about the MX implications of the compliance dimension. In other words, how are our clients – credit union compliance officers and their teams – impacting their cooperative’s member experience goals? Do they have a role to play in delivering loyalty-inducing experiences, and if so, is there recognition of that role?

Here’s where I landed…

 

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