Overview
Join Jared Benish, Executive Vice President of Member Experience at State Employees' Credit Union, as he shares how putting frontline agents first, not phone speed, drove satisfaction scores to levels his team had never seen.
Learn how SECU expected service to dip during a massive change and got the opposite instead, climbing from an 85% baseline to 96% with no drop since, by coaching agents through difficult conversations instead of rushing them off the phone.
In this session, you'll hear:
- Why frontline associates are your eyes and ears, and what changes when technology finally serves them
- How satisfaction scores climbed from 85% to 96% during a massive change, with no dip along the way
- Why coaching agents through tough conversations, not rushing them off the phone, drove better sentiment scores
- How combining AI and other suite capabilities in new ways unlocks experiences neither could deliver alone
- Why R&D investment is the deciding factor in what Jared calls the arms race in the AI space
Whether you're looking to prove that agent-first technology beats speed-first metrics, or build a case for sustained investment in AI and R&D, this testimonial offers a real-world look at member experience done right.