Our Story
Where We Started
Our mission in CX for financial institutions
Support EXP was born from a frustration — not with people, but with process. Our founder spent years leading high-performance teams in banking and saw firsthand the blind spots: score-centric training that didn’t connect, dashboards that didn’t explain the “why,” and a leadership gap when it came to transforming customer experience into lasting performance.
We knew there had to be a better way — not just to measure performance, but to inspire it.
What started as a passion to do better became a purpose-driven business: helping banks and credit unions go beyond the score to uncover what’s really happening — and fix what’s broken fast.
Grounded in values. Rooted in purpose.
The Early Days
Listening, Learning, Equipping
In our earliest years, we focused on one thing: listening. We sat with leaders, coaches, frontline managers, and customers — hearing where things fell apart and what success actually looked like. This shaped our earliest solutions: real-time voice-of-customer tools and performance frameworks that spoke to the real issues banks and credit unions were struggling with.
We built voice-of-customer (VoC) tools that translated customer insight into coaching clarity. We helped organizations focus their training efforts. And we earned our place as a trusted partner — not just a vendor — to financial institutions across the U.S.
"Support EXP was founded to help shine a light on what’s often hidden: how financial consumers actually feel, and how that experience drives trust, loyalty, and long-term success for banks and credit unions. That vision began with one voice and has grown into a mission that now includes a vast multitude of voices across the country."
Founder, CEO of Support EXP
Where We Are Today: Beyond the Score
Support EXP is a trusted partner to financial institutions navigating change, growth, and customer experience transformation. We serve institutions of all sizes, from credit unions to community and regional banks. Our mission is simple: deliver real-time intelligence that drives experience, performance, and cultural alignment.
We’ve grown into much more than a vendor.
Support EXP is now a platform. A framework. A movement.
And we remain rooted in the belief that started it all:
You can’t fix what you can’t see — but when you do see it, you can transform it.
Building the Future of CX — Together
Our real-time intelligence tools help institutions move from lagging metrics to leading action. From generic training to instinctive coaching. From surface scores to lasting transformation.
- We’ve equipped leaders to lead with clarity — and coached entire organizations through change, growth, and uncertainty.
- We’ve helped teams navigate complex mergers and cultural shifts.
- We’ve empowered over 5,000 frontline managers with real-time coaching tools.
- We’ve accelerated digital transformation by making CX performance measurable — even in fully remote, self-service, and tech-forward environments.
- We’ve made the invisible visible — so that customer experience becomes more than a concept, and is consistently shown in daily execution.
Our performance management tools have evolved into a powerful ecosystem of solutions: Insight Builder, Relationship Builder, and Team Builder — each designed to solve a different layer of the CX/EX performance puzzle. And behind it all, our CX Managed Services, expert coaching, and advanced research capabilities ensure that execution doesn’t stall.
Want to See What Happened Next?
Learn how our clients went from frustration to transformation.
Explore how credit unions and banks just like yours uncovered the hidden drivers of CX breakdowns — and rebuilt trust, performance, and growth from the insight out.
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