Veridian Leading Credit Union Industry With Cutting-Edge Member Service Enhancements

Veridian Credit Union is committed to providing better service for members and employees through cutting-edge technology, and we’re receiving national recognition for our efforts.

 

Webex by Cisco recently held their annual WebexOne conference in San Diego, California, and Veridian was honored as a winner in the Customer & Employee Experience Standout category. The designation recognizes exemplary efforts implementing Webex Contact Center to modernize member support operations, as well as the Webex Suite to drive collaboration across our organization.

 

“We are committed to providing a highly personalized experience for each member,” said Christi Hulme, Vice President of Veridian’s Member Contact Center. “Ensuring our operating systems incorporate innovative technology, allows us to meet members where they are with the products and services they need.”

 

CX Advanced Solutions is a Cisco provider for Veridian. Sarah Croff, CX Advanced Solutions Marketing Manager, nominated Veridian for the recognition.

 

“Veridian exemplifies how technology can drive meaningful change in the financial services industry,” she said. “As Veridian continues to embrace digital transformation, they remain committed to the guiding philosophy of ‘People Helping People.’ The organization is poised to deliver exceptional member experience while empowering its employees with cutting-edge tools and technologies.”

 

As member expectations and call volumes continue to grow, Veridian remains committed to a modernized member contact center and collaboration infrastructure. With the most recent goal of finding a seamless and personalized experience for members that provides employees with the tools they need, a solution was found with Webex.

 

“With Webex as its partner, Veridian has embarked on a digital transformation that has set a new standard for innovation and member satisfaction,” Croff noted.

 

Veridian has already seen tangible results from our partnership with Webex. A forward-looking vision for AI and automation has led to the creation of a service bot Incredi-Bill, which can predict a member’s needs before they reach an agent. We’ve also started synchronizing call transcripts with our member relations management system so staff across all branches can instantly access a member’s history, creating efficiency, and a seamless experience for members.

 

And it doesn’t stop there.

 

We’re currently researching AI summaries that provide staff a quick way to understand members’ needs without reading full transcripts of calls, and Veridian now delivers more personalized guidance and easy-to-use financial education through modern communication tools like Hubspot and Segmint. Both programs are designed to help us reach the right people at the right moment.

 

“At Veridian, our vision is to provide innovative products and services that are secure and tailored to our members' needs,” said Hulme. “At the core, our vision is to be a digital-first credit union, with solutions that simplify and enhance the way we work and communicate with our members.”

 

The Webex Customer Awards recognize customers who are excelling at hybrid work, customer experience, leading innovation, and empowering collaboration with Webex. To determine the 2025 winners, a panel of Cisco executives reviewed entries using multiple criteria, including quantifiable metrics, out-of-the-box thinking, and ability to address customer and partner needs.