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
OFFERING BENEFITS FOR:
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.
