DAYTON – Rhonda Sheets, president, founder and CEO of Support EXP, recently presented “The 5 Critical Challenges Facing Credit Unions Around the Member Journey” at the Analytics and Financial Innovation (AXFI) Conference in Minneapolis.
Sheets will also be delivering the presentation as one of the two Hot Market Issues at the Defense Credit Union Council (DCUC) Conference in Boston to share her wisdom around the key to winning every challenge—Actionable Analytics.
Sheets said she has been working alongside Dr. T Napier, human performance expert, to conduct proprietary research around the 5 Challenges with credit union executives (VP and higher). In the study, they are asked to share their perceptions of their credit unions’ experiences with the 5 Challenges:
- The Retention Challenge: Retaining members in a time of diminishing loyalty
- The Branch Challenge: Leveraging the value of the branch
- The Growth Challenge: Increasing wallet share at the member level
- The Digital Challenge: Delivering a seamless member experience across all channels
- The Analytics Challenge: Making member experience intelligence/data actionable
According to Sheets, the research findings have only confirmed what she knew about the importance of Actionable Analytics to winning every challenge. Sheets has developed 6 crucial steps for capturing Actionable Analytics that will solve every other challenge credit unions are facing—starting with identifying the problem they’re trying to solve. Only then, Sheets said, can credit unions work toward their ultimate purpose as organizations of people helping people through the Member Journey.