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Sponsored Session: Tactics to save $1M with employee-fueled customer experience

Steve Ducey (Chief Experience Officer, Vibrant Credit Union)

Location: Sun C

Date: Wednesday, March 20

Time: 3:00pm - 3:45pm

Pass Type: Entire Event, Expo Plus, Exhibitor Booth Staff, Media, Speaker, Tue-Thu Conference - Get your pass now!

Track: Open to All, Strategic Leadership

Session Type: Free Education

Vault Recording: TBD


Vibrant Credit Union’s people-centric approach to business turned into rapid growth for the financial institute. Executives at Vibrant led a company-wide transformation to scale and innovate the way their members bank, while still keeping people at the heart of the 80-year-old company.

Using technology, like video kiosks staffed with bankers from one, centralized location, and meeting the modern customer where they want to be, the company has driven millennial membership into the 90th percentile, compared to their peers. And, since implementing the new technology, they’ve scaled through a series of five mergers and doubled their branches. At the same time, they reduced costs by ~$1 million annually and improved customer (and employee) satisfaction.

In this session, hear how Vibrant Credit Union used employee engagement and technology to:
● Save ~$1 million annually on FTE costs without ANY loss in headcount.
● Reduce member wait times by 90% to half the industry standard
● Scale from 8 branches to 16, while improving customer satisfaction and agent retention
● Plan for expanded AI-powered capabilities to answer ~70% of calls for more efficiencies in the future.

Watch a synced recording of this session