Member Experience Starts On The Frontline
Despite major investments in systems and strategy, member experience is falling short, especially in industries like insurance and banking, because the frontline can’t deliver.
Member experience is falling short, especially in industries like insurance and banking. In fact, in Forrester’s 2025 Total Experience Index, health insurers landed in last place with a score of just 53.6 out of 100. Similarly, J.D. Power found that 38% of auto insurance customers are dissatisfied, and more than 30% of young credit union members are considering switching. These numbers reveal a critical gap in frontline execution.
Despite major investments in systems and strategy, member experience is still lagging because most efforts overlook the people who deliver the experience: your frontline teams.
The Member Experience Strategy-Execution Disconnect
For years, companies have focused on digital transformation, omnichannel access, and new platforms to improve member experience. But those moves rarely address the core issue: can your frontline actually deliver on the promise?
Frontline teams are stretched thin, underdeveloped, and bogged down by complexity, leaving them unable to act quickly or confidently. In industries where empathy, speed, and clarity are critical, these issues significantly impact member experience.
Frontline Teams Want to Do Better
According to J.D. Power, problem resolution satisfaction is declining, particularly in banking, where resolution times for issues like fraud and debit-card problems increased from 1.9 days to 2.6 days. Customers are facing more complicated issues, and interacting with live customer service representatives has become more difficult, reducing overall satisfaction.
Frontline teams spend more time navigating internal processes, awaiting approvals, and juggling unclear priorities. The resulting frustration affects everyone involved. Members feel unheard, reps feel helpless, and leaders feel frustrated watching their teams struggle.
You Don’t Need Corporate Permission To Act
The urgency of improving member experience means operations leaders can't afford to wait for lengthy rollouts or corporate approvals. Member dissatisfaction is growing, and frontline teams urgently need better support and development to reverse this trend.
Effective operations leaders are already taking decisive action, like:
- Equipping team leads to coach in the moment, before issues escalate.
- Launching targeted, off-shift programs that teach critical power skills like communication, empathy, and critical thinking.
- Using realistic practice scenarios that build confidence without risking member trust.
Member Experience Is Yours To Fix
Only 51% of high-value, long-tenured auto insurance customers say they’ll renew. One-third of young credit union members are considering leaving. Health insurers rank dead last in total.
These numbers reflect a failure to deliver strong member experience at the frontlines, and it is costing your business.
If you're in operations, it’s on you to fix. Not next quarter. Now.
Stronger team leads. Sharper skills. Structured development that fits how your teams work and moves your metrics. That’s what drives faster resolution, higher trust, and better retention.
Looking To Build Frontline Teams That Deliver Exceptional Member Experience?
Your members don’t feel heard because your teams aren’t supported. Pathstream’s university-credentialed programs give contact center employees the development they need to communicate clearly, build trust, and solve problems faster.
Our off-the-clock format ensures no disruption to operations, and programs are fully covered by tuition assistance. Backed by top-tier universities, Pathstream helps companies achieve better performance, happier customers, and longer-tenured teams. Schedule a demo today. Let’s talk.
