Omnichannel Member 360: Connecting Service, Knowledge, and Trust

A complete view of your member is more than a technology initiative. It’s an operating model. For credit unions, delivering consistent, personalized service across the contact center, branch, and digital channels means connecting people, knowledge, member data, and workflows while keeping security and privacy at the heart of every interaction.

Join TTEC Digital and ServiceNow on November 12 for a discussion on omnichannel member 360: an approach that connects front-office teams with the information and processes they need to serve members confidently. We’ll explore ServiceNow’s role as a single pane of glass for knowledge and member data, bringing relevant context into the flow of work rather than requiring employees to navigate disconnected systems.

Through use cases such as responding to suspected fraud and securely resolving member service requests, we’ll discuss how contact center and branch employees can be both member-focused and security- and privacy-focused. We’ll also examine how enterprise and member data strategies support that approach, connecting information across the credit union while governing its quality, access, and appropriate use.

The focus isn’t another tool. It’s a connected operating model that helps employees deliver more informed, consistent service while protecting member trust.

Attendees will learn:

• How to make member 360 an operating model: Connect channels and front-, middle-, and back-office workflows around the member, not individual systems.
• How to bring knowledge and member context together: Explore ServiceNow as a unified workspace for relevant information and coordinated service.
• How to embed security and privacy into everyday service: Support fraud-related inquiries and secure service requests with appropriate information access, guidance, and escalation.
• How to establish the data foundation: Align enterprise data strategy with member data strategy so teams can use trusted information responsibly.