Case Study: BECU elevates member digital experiences with Deloitte Digital

BECU sharpens digital strategy with Deloitte Digital to boost NPS and self-service

BECU, a credit union, sought to enhance its member experience across all touchpoints by developing a unified enterprise digital strategy for its consumer, small business, wealth management, and mortgage lines of business. Deloitte Digital was engaged to address challenges such as inconsistent member experience, growth needs, and reliance on in-person services.

Deloitte Digital created a three-year strategic roadmap that sequenced key business and technology initiatives. This solution outlined the necessary people, processes, and technology to support BECU's renewed digital vision. The results aimed to improve the member experience and business objectives, including an improved Net Promoter Score (NPS), increased member self-service, decreased in-person transactions, and growth in new membership.

BECU