RESULTS CHALLENGE For years, one of BECU’s main challenges was providing members with the best experience when it comes to managing their financial lives online. At the same time, it had two conflicting issues: how to connect with its members, while also giving them the autonomy to manage their finances on their own terms. It was time for BECU to oer its members a powerful, self-serve mobile app in order to optimize the member experience and increase member loyalty. (A study by Bain & Company shows that strong digital tools create a cycle of higher adoption and digital-first habits among financial services custom- ers, contributing to greater loyalty.) In the three years since BECU introduced its MX-powered mobile app (MX Helios), the credit union has experienced a meaningfu

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