Case study Cisco public Clearview Federal Credit Union Transforming the member experience through a phased, journey-based implementation Results With better member experience, Clearview has started seeing improvements in business metrics. For instance, Clearview has seen a growth of 6.6 percent in its Average Member Relationship, since program implementation. Within eight months after the first feedback was received, Clearview was able to achieve class-leading Net Promoter Score (NPS) across several touchpoints: • Financial Center Experience: 90 • VTM Experience: 82 • Care Center: 94 • New Account Opening: 84 • New Consumer Loans: 95 • New Real Estate Loans: 81 At all touchpoints, Clearview has been able to increase NPS by at least 10 percent. In some cases, the increase h

Join for free to read