Member expectations for digital service from their credit unions have risen exponentially, especially over the past year. Many of you have been stepping up to the plate and transforming your products and services for a digital-first world. The way you support members at their point of need—in the most convenient ways—is a big contributor to successful digital transformation and the contact center plays a key role.
So how do you prepare your contact center to meet the needs and expectations of members on their digital journey in an effective and satisfying way? Learn how Ascentra Credit Union approached digital member service, what they’ve learned, and how they staffed operations for success and member satisfaction with a digital-first contact center.
Sponsored by:
When?
Wednesday, July 14 | 2:00 PM ET
Laurie Bruggenwirth is Ascentra Credit Union’s Assistant Vice President of Digital Operations. As the AVP of Digital Operations, she is responsible for all operational aspects of the Digital Branch and Card Services. With over 23 years of credit union experience, Laurie has played a key role in Ascentra Credit Union’s transformation into a digital-first contact center. Her passion to deliver exceptional member service is at the core of everything she does!
Laurie Bruggenwirth, avp of digital operations, Ascentra Credit Union
Rick Delisi, lead research analyst, Glia
Rick DeLisi (Lead Research Analyst) is a researcher/presenter who is best-known as the co-author of the best-selling business book, "The Effortless Experience", and is now working on a new book to be called "Digital Customer Service" which he is co-authoring with Glia CEO Dan Michaeli. Prior to joining Glia he spent 15 years with Gartner, specializing in Customer Experience, Customer Service and Communications. He was named a Gartner Fellow based on his research into the connection between employee effort and customer loyalty. Past experiences also include stints in the airline and hospitality industries, as well as TV and radio broadcasting. He has appeared at live events in over 25 countries and 100 cities, including New York, London, Paris, Amsterdam, Sydney, Johannesburg and (his guilty favorite) Las Vegas.
