4Q 2024 Roundup - Building Toward World-Class CX

As you open your calendar on a new year, we hope you take some time to reflect on your performance in 2024. How did you elevate your member experience? Did you hit your goals, or did you fall short of the mark? Are your efforts paying off in terms of your growth and member loyalty?

At Support EXP, we’re resolved to help you reach “World-Class” levels of member experience delivery. What does “World-Class” mean? World-Class CX performers are those elite organizations whose exceptional customer experiences have earned them a Net Promoter Score of 80 or above.

It’s not easy. But for those committed to the member experience as a competitive differentiator, we have the tools and the talent to get you to the next level!

We finished 2024 strong, and we’re looking to continue our momentum. Check out the insights available to you:

I.  Take Your Teams to the Next Level – We wrapped up our 2024 webinar series with a look at “Elevating Culture” in workplaces struggling with team collaboration and employee engagement. During the session, our CEO Rhonda Sheets showed banking leaders how to:

• • Diagnose the Disconnect that has led to greater employee engagement.

  • Accelerate Engagement with data gathering that helps, rather than hinders, employee engagement.

  • Align the Culture to the Customer by showing how teams throughout the organization learn how to work well together — on behalf of the customer.

If you were unable to attend the webinar, an on-demand recording is available: Support EXP: “Elevating Culture” webinar

II.  Get More Value From Your Data – We introduced the latest upgrades to your EXP Actionable Analytics Portal — delivering real-time insights with sharper visuals, faster performance, and new features designed to make capturing and acting on insights easier than ever.

Changes include updated names for anaytics reporting, making it simpler to navigate dashboards and instantly find the insights you need.

For a complete description of all the updates, get a copy of the Portal Release Notes here: 4Q2024 Portal Release Notes

III. Rescue Relationships with Resilient Teams – Rhonda’s article on transforming your workplace culture into a Resilient Force was published in cusomag.com 

When lack of engagement causes your employee experience to become disconnected from your member experience, you’re putting your member relationships, and your bottom line, at risk. Rhonda shows how to engage and align your teams for world-class, member-centric performance.

IV.  Stuck on Strategy? Check out our latest blog post:

• • In Navigating Uncertainty: 7 Leadership Actions to Overcome Indecision and Drive Success, Rhonda looks at how the complexity of today’s banking challenges can paralyze decision-making when action is most needed. She presents the possible costs of indecision, then offers key leadership actions that can help restart your progress.

V.  Find Out What’s Fueling Your NPS – The latest article in our Industry Topics library shows how understanding the reasons for a low NPS score can give you crucial insight into improving your customer experiences and regaining customer loyalty.

Yes, change can be unsettling.  But it is a key part of growth – as long as you have the intel, the insight, and the resolve to navigate it toward predictable outcomes. 

We’re here when you need us, ready to get you to “World-Class” in 2025 – and beyond!