#96 Building a CX Culture: Everence Federal Credit Union CEO and President

Imagine that you’ve been asked to lead a credit union in the middle of a worldwide pandemic. With a rich background in financial and nonprofit marketing, Kristen Heisey has been steering Everence Federal Credit Union towards new heights for the past two years. Under her leadership, the credit union has not only navigated through post-COVID challenges but has also embraced a vision of sustainability and relevance in a competitive market, putting CX at the heart of the change. Kristen instituted innovative programs like Connect 30, Branch Reimagined, Reach 2030, and Innovation Teams, to achieve breakthrough growth and impact Everence’s culture. Here are three thought-provoking questions that Kristin's experiences and insights might inspire: 🔹 How can organizations go beyond traditional CX metrics like NPS and CSAT to deepen relationships with their customers? 🔹 What strategies can leaders employ to integrate empathy and genuine care into their customer experience, rather than just pushing products? 🔹 In what ways can financial institutions leverage unique offerings, such as charitable credit cards, to differentiate themselves in the market? Tune in for a conversation filled with actionable strategies and inspirational leadership perspectives! Show Notes: Contact info: https://www.linkedin.com/in/kristenheisey/ website : https://www.everence.com/