DAYTON, Ohio–Rhonda Sheets, Founder, President, and CEO of Support EXP, and the leadership team from Support EXP led the second annual Net Referral+ CX Client Roundtable in Tucson, Ariz. Clients from across the country collaborated around the Net Referral+ CX Platform. Seven rounds of moderated discussions took place in exploring best practices in winning the member experience through the Net Referral+ CX Platform.
According to the company, one of the shared best practices that grabbed everyone’s attention was Suncoast Credit Union’s Centralized Member Experience Model, used to operationalize the member experience. Darlene Johnson, SVP Member Experience, and Karen Koundourakis, VP Member Engagement, both of Suncoast Credit Union, provided insight into the strategy and results behind their model. This industry leader in managing the member experience generated $3.75 million in new business in the first three months of implementing the model, the company said.
Support EXP said that s a result of their success of the Centralized Member Experience Model, Suncoast Credit Union will be part of Support EXP’s first certification program for the Net Referral+ CX Platform. Kathy Cumberworth, VP Corporate Sales Manager at Seven Seventeen Credit Union in Ohio, will also take part in the certification, contributing her insight into the member journey and leveraging the platform integrate this platform across the organization.
“It was a perfect way to collaborate with others who are seeking to make the member experience great,” said Cumberworth. “By learning and understanding what it takes to move forward in creating that excellent member experience at all touch points, we can create an advantage and differentiate ourselves from our competition.”
Added Sheets, “My aim is to equip the credit union community with analytics that bring their members very close to them – instead of the competition, so that they win and keep on winning in the member journey. As for this Roundtable, we wanted to create a setting where member experience leaders could build relationships that bring value now and in the future, so that ‘people helping people’ is a not an old philosophy but a present reality.”