Case Study: Langley Federal Credit Union boosts member satisfaction and loyalty with Genesys CX Cloud

CX innovation at Langley Federal Credit Union boosts satisfaction and loyalty

Langley Federal Credit Union needed to improve personalization, streamline interactions, and give representatives better access to member information without switching between systems. To address these challenges, Langley implemented CX Cloud from Genesys and Salesforce to support more efficient, empathetic service across its contact center, branches, and operations.

Genesys and Salesforce delivered a unified “single pane of glass” experience with real-time call transcription, AI-powered knowledge guidance, post-call summaries, and workforce management tools. As a result, Langley saw faster response times, improved operational efficiency and representative productivity, more personalized recommendations, smoother interactions, and measurable gains in Net Promoter Score.

Langley Federal Credit Union

Erling Amundson

VP of Member Experience