Powering the Future of Credit Union Member Satisfaction:

One of the nation’s fastest-growing credit unions has been steadily innovating its digital channels and member engagement capabilities. With rising expectations for personalized banking and real-time service, the company recognized that the next phase of its digital transformation required a modern, unified data strategy and the ability to scale AI responsibly.

But behind the scenes, the company’s data estate was struggling to keep pace. Systems across CRM, lending, marketing, and operations remained siloed, limiting the ability to see the full member journey or deliver personalized experiences at scale. Manual processes were slowing frontline staff, resulting in inconsistent service, while legacy integration and reporting tools made it difficult to deploy real-time insights or support next-generation AI use cases.

The company was already experimenting with AI and advanced analytics—introducing early models for attrition, propensity, and member engagement. These efforts demonstrated the transformative potential of AI but also exposed the limits of the existing data architecture. Without a unified, governed, cloud-first platform, AI could not be scaled safely, consistently, or confidently. Recognizing this, leadership sought a partner who could anchor the company’s AI aspirations in a modern data foundation.

HSO’s data-first approach resonated immediately. Rather than starting with tools, HSO aligned the company’s business goals with a practical, scalable data strategy and demonstrated how a unified data estate would support every future AI initiative. HSO’s deep financial services expertise, Microsoft alignment, and focus on organizational adoption further cemented the partnership, laying the groundwork for a seamless transition from problem to solution.

Member service will improve significantly. Intelligent advisor tools and natural language AI assistants will provide frontline staff faster access to accurate information, enabling more confident and efficient interactions. Members will benefit from personalized recommendations, conversational support, and consistent experiences across channels.

Operational efficiency will accelerate. The AI knowledgebase dramatically reduces the time employees spend searching for procedures, freeing them to engage in higher-value conversations. AI-powered knowledge and guidance now scale across branches and roles, reducing manual steps and improving consistency.

Marketing performance will be strengthened. As the company shifts from broad, generalized campaigns to targeted outreach driven by behavioral data and propensity insights, campaigns will reach members who are more likely to engage, resulting in higher conversion rates and more relevant interactions.

Technical debt will be greatly reduced. By consolidating its data environment and retiring legacy integration tools, unified governance and centralized data management will simplify operations, reduce maintenance overhead, and improve visibility across the entire data estate.

AI-readiness will be accelerated cross the enterprise. A secure, unified data foundation will position it to adopt copilots, digital workers, and predictive analytics—creating an environment where AI supports every step of the member journey and unlocks long-term innovation.