Transform member engagement by reshaping the employee experience

Leveraging intelligent employee knowledge management, credit unions can help both employees and members find the information they need.

The past year has demonstrated the resilience of credit union employees, from adjusting to work-from-home environments to learning new automation systems and even taking on new roles to assist where needed. Outside of the office, these same employees had to learn how to navigate the “new normal,” making adjustments in their personal lives and caring for the well-being of their families.

However, despite the challenges that the last year presented, employees continued to serve their members in difficult times and quickly conquered the transition to remote work. In fact, according to research conducted by PwC, 83% of employers say the shift to remote work has been successful for their company, and more than half of executives said that average employee productivity has improved. Employees worked hard, and it shows. They overcame numerous obstacles this past year, but that doesn’t mean it was easy. So, what can be done to empower and enable those employees to succeed in the next–especially now when new challenges of employee retention, staffing and training continue to mount.

In an industry where much thought, time and resources go into improving the member experience, credit union employees rarely see an equal level of resources dedicated to their own experience. What if we shifted the paradigm to explore the possibilities for extraordinary member service and experience by starting from within? If true happiness comes from within, then why can it not be the same for the workplace?


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