Case Study: Everence achieves digital growth and stronger customer engagement with ProKarma

Everence transforms around digital for long-term growth

Everence, a faith-based, member-owned financial services organization, needed to modernize its digital presence to stay competitive with digital-first banking and insurance providers and better serve both existing members and younger customers. Facing outdated technology and an aging customer base, Everence turned to ProKarma to help define a comprehensive digital experience strategy before investing in a new website and content management system.

ProKarma used its AIM Digital Experience Framework to align stakeholders around a long-term digital vision, conduct customer research, develop personas and journey maps, and build a phased roadmap across people, platforms, processes, priorities, and plans. The result was a customer-centered digital strategy focused on growth, cross-sell opportunities, easier member signup and transactions, and stronger stewardship; Everence also made digital strategy a strategic objective for the entire organization, with leadership noting the work transformed how teams think and operate.

Everence

Julie Hertzler

Vice President of Innovation and Project Management