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Member Experience (MX) Platform

Empowering Member Journeys

Credit Unions are rapidly evolving to meet the expectations of today’s digital-first members, but they often struggle with fragmented member data scattered across systems, making real-time access difficult for staff.

WHAT IS THE MX PLATFORM?

The MX Platform is designed for Credit Unions.

A scalable, fully integrated solution that unifies member data, streamlines onboarding, and enhances service delivery. The solution provides a single 360° member view, secures real-time integration, intuitive digital pre-onboarding, seamless telephony integration through Microsoft Teams, and AI-driven insights powered by Microsoft Copilot.

It ensures strong security, automation, and a modern experience for both staff and members. It provides a modern system of engagement that sits alongside core banking platforms, enabling a single, consistent view of member interactions while preserving the integrity of systems of record.

Watch our interview with Fiona Cunningham (CEO – Member First Credit Union) on her experience with the MX Platform.

THE MX PLATFORM CONNECTS SEAMLESSLY WITH:

• Core banking systems (Scion)
• Loan origination systems (Scion)
• Member On-boarding (Stripe)
• Digital banking platforms (App)
• Telephony system and Contact
• centre tools
• Marketing automation systems
• (Auto Address)
• Business intelligence dashboards

AI-DRIVEN EHANCEMENTS INCLUDE:

• Smarter Engagement
• Instant member understanding
• Faster onboarding
• Consistent, personalised communication
• Deeper service insight
• Guidance and compliance
• Automated answering

WHAT BENEFITS DOES MX PLATFORM OFFER?

Members

• Faster, more accurate service

• Personalised Recommendations to match life events

• Seamless experience across channels

• Proactive and relevant outreach (e.g., loan
renewal reminders, reaction to ‘why they joined’, timely guidance and advice, financial wellness check-ins)

• Feeling known, and valued by their CU

Staff

• Information centralised, no system switching

• Guided workflows for onboarding, lending, and service requests

• Automated follow-ups and reminders

• Reduced administrative burden as AI used for repetitive activities and processes.

• Designed to improve efficiency, accuracy, and consistency.

• Time for meaningful member conversations.

Senior Management Team

• Sets what the key questions to ask are
• Drives our understanding of member value – as opposed to our perception
• Informs our product development/enhancement
strategy
• Driving our Organisational Structure (i.e. skills, and competencies required to match our members consumer demands)

Credit Unions

• Increased member satisfaction and loyalty

• Higher product adoption and cross-selling

• Improved operational efficiency and strategic
cost management

• Better compliance and audit trails

• Data-driven decision-making at every level• Stronger competitive position

BUILT ON MICROSOFT CLOUD TECHNOLOGY

MX is built entirely on the Microsoft technology stack, leveraging proven, enterprise‑grade capabilities:

• Microsoft Dynamics 365: Core engagement, interaction, and journey management
• Microsoft Dataverse: Secure, scalable data model for member and interaction data
• Microsoft Power Platform: Workflow automation, extensibility, and low‑code configuration
• Azure Services: Integration, scalability, security, and resilience
• Microsoft Security & Identity: Role‑based access, auditing, and enterprise governance

This foundation ensures MX aligns with Microsoft’s cloud roadmap, security standards, and long‑term platform investment.