by Larry Mead, Kate Kompelien and Kurt Schroeder
Gesa Credit Union Partners with Avtex to Create Seamless Member Experience After Merger
Gesa partnered with Avtex to bring in CX consultation expertise to map current member journeys and touchpoints for each credit union. They chose Avtex for its deep experience with Gesa’s business and with credit union CX best practices. Once they identified these existing journeys, they charted a new course for a new ultimate combined member experience that augmented traditional approaches to member service with virtual contact opportunities, digital delivery of services, and online transactions.
As part of this future-state strategic exercise, the integration team pinpointed each touchpoint that would need to change, as well as the logistics and communications each change would require to better inform and prepare members for a seamless transition.
Avtex helped us think through every aspect of our contact center transformation—from the employee experience to the multitude of channels we wanted to offer our members. Now we are able to provide our members the seamless virtual banking experiences they crave as we continue to design future virtual solutions.Natalia Han, VP of Virtual Branching | Gesa Credit Union