Live Sponsored Webinar
Achieving The Effortless Member Experience

Event Details:

When it comes to your member experience, simplicity and ease are key. Whether it's signing up for a Membership or purchasing a new product, your digital journeys should be as effortless as possible. But how do we measure simplicity and ease for our various member journeys?

Traditionally, organizations have used metrics such as Net Promoter Score (NPS) or Customer Satisfaction (CSAT) but when it comes to making experiences effortless, the best metric available is “Member Effort Score” (MES). MES is defined as the amount of effort a customer needs to exert to solve a problem.

It is measured by how much effort your customers put into getting an issue resolved or obtaining a service your business offers. Of the three customer experience measurement scores, MES is the most important, because the effort put forth by a member has an impact on Loyalty, Experience and Expansion.

This webinar will cover:

  • What Member Effort Score is and why it is a critical metric for your credit union.

  • The impact MES has on member loyalty and profits.

  • The link between MES and member experience.

  • How credit unions with effortless experience perform better financially.
Callahan & Associates | 1001 Connecticut Ave. NW, Ste. 1001 | Washington, DC 20036
Contact Us: 800.446.7453
Reserve Your Spot

Chris Palmer, VP Product Vision & Strategy, Doxim

Chris Palmer has over 20 years of experience in the Credit Union industry, and in his strategic, customer-centric role at Doxim, Chris oversees the strategic product planning for all solutions under the Doxim Customer Engagement Platform.


Thursday, June 27 | 2:00 PM ET | 11:00 AM PT

Justin DiPietro, COO and Co-Founder of Glia

Justin DiPietro is the COO and Co-Founder of Glia, where he is responsible for product strategy and direction and day to day operations. Justin stays up to date on trends in technology and artificial intelligence to ensure that Glia’s vision to combine the human touch with technology to create the best customer experiences is carried out. Prior to Glia, he worked alongside Dan serving as a consultant working with top enterprises on customer and technology strategy. Justin grew up in New Jersey and is a graduate from Pennsylvania State University. In his spare time, Justin enjoys scuba diving, traveling and surfing.