The field of Member Experience Management is moving toward a new way of capturing data – actively observing and analyzing a wide array of interactions between credit unions and their members to gain knowledge about actual member journeys. At Member Loyalty Group, we refer to this as Member Interaction Monitoring.
While surveys are still an important tool for gathering member feedback, member interaction monitoring goes beyond surveys by providing a more comprehensive view of the member experience. By analyzing areas of friction as well as tone, language, and sentiment of interactions, credit unions can gain insights into member challenges and preferences that may not be captured by surveys alone.
Key Takeaways
- How the field of experience management is expanding into new methods of collecting data
- Discover sources of experience data you may not be aware of or utilizing- digital, speech, social, and more
- See how observed behavior data can pair with quantitative data for a complete view of member experience
- Learn how Member Interaction Monitoring Tools can help credit unions surface challenges and opportunities not identified through survey data
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