Engage organization-wide through digital visioning, pilots and learning.
In January 2020, a consulting client—we’ll refer to them here as Major Metropolitan Credit Union—was coming off one of its most successful years ever. Member satisfaction scores had climbed to an all-time high. Profitability measures pointed to impressive financial strength. Ambitious plans to build new branches were forging ahead. Within a few short weeks, however, a deadly microscopic virus arrived and changed everything. Sick patients overwhelmed local hospitals, businesses shuttered their doors, and MMCU was thrust into an existential crisis.
