Annual awards program honors high-performing financial institutions for their innovation and commitment to delivering the perfect customer journey
MINNEAPOLIS— June 26, 2024—Total Expert, a leader in customer engagement software for financial institutions, today announced the winners of its 2024 Expy Awards, recognizing organizations and individuals that leverage Total Expert in the most creative, innovative, and effective ways.
The fourth annual Expy Awards celebrate Total Expert customers for their ability to surpass the limits of what is possible to provide unparalleled customer experiences and drive the financial services industry forward. Winners are chosen for their utilization of the platform to the highest extent to drive business growth and build authentic customer connections. This year’s winners were announced at Total Expert’s 2024 Accelerate Conference in Minneapolis, Minnesota, where financial services leaders gathered to share winning strategies.
“Our Expy Award-winners are some of the most forward-thinking organizations in the industry, empowering their workforce with the resources to meet growing customer expectations,” said Joe Welu, founder and CEO of Total Expert. “They are one step ahead of the industry—changing the way their teams leverage data by clearly recognizing customer needs, improving the decision-making process, and establishing more personalized customer journeys. We’re proud to celebrate their success and inspiring dedication to customer-centric innovation through Total Expert.”
The Expys were awarded across eight categories, including:
- The Adopter: Assurance Financial: Without universal adoption, even the most innovative technology becomes shelfware. For Assurance Financial, the universal buy-in of the Total Expert platform into daily operations was a route to business growth and overall company success. They noted substantial increases in new loans, funded loans, email click-through rates, and task completion rates correlating to a growth in customer retention.
- The Conductor: Liberty Federal Credit Union: There is no waiting around for customers to engage with Liberty Federal Credit Union. They are constantly surfacing intent with Total Expert’s insights and alerts to drive customer retention and experience. They have created a comprehensive data hub, seamlessly connecting various platforms to facilitate optimal membership reach and personalized interactions.
- The Expander: Mutual of Omaha Mortgage: Connecting customers with the right products and services is a challenge. Mutual of Omaha is using Customer intelligence to maximize ROI and overcome that challenge by aligning its marketing and sales teams to streamline and identify opportunities to tailor targeted offerings to customers.
- The Game Changer: Mann Mortgage: Harnessing the power of data and putting it into action has helped Mann Mortgage create specified campaigns associated with market trends to increase application and funding numbers. By leveraging the insights gathered by Customer Intelligence to monitor EPO risks—and integrate other systems into their tech stack—they are generating comprehensive customer communications and journey management to create a competitive edge in the industry.
- The Modernizer: Horicon Bank: In an increasingly digital world, it’s essential to give your top talent modern tools that they cannot live without. Horicon Bank prioritized the customer experience by centralizing the customer relationship management platform with Total Expert to uncover previously hidden opportunities. In turn, they have increased online account opening by over 50%.
- The Technology Trailblazer: Peoples Mortgage: As a team of early adopters, Peoples Mortgage is committed to leveraging a strategic, modern technology stack to drive meaningful change for their business. Their “Talk TE with Me” training sessions increased login rates by 82% and increased their number of contacts monitored by more than 900%.
- The Journey Wiz: While Total Expert makes it easy to create a customized Journey, it takes a dedicated professional to cast the magic spell that drives retention and creates lifelong customers. These individuals are wizards when it comes to building Journeys that engage prospects and customers at the moments that matter and deliver impact with every interaction:
- Kyle Clark, Intercap Lending: Kyle has empowered Intercap’s loan officers with the tools and guidance to create incredible journeys for their clients. His mentorship has helped navigate the tricky waters of the lending world with confidence.
- Ken Stump, Dart Bank: Ken developed diverse and tailored journeys to identify lead prospects and promote cross-selling initiatives for Dart Bank. He worked with the Total Expert team to create HOI Expiration and Escrow Journeys while also implementing triggers from Customer Intelligence insights.
- Adam Morolla, VanDyk Mortgage: Adam’s mastery of Total Expert has allowed him to maximize the effectiveness of the customer journey, ensuring a seamless experience for loan originators, customers, and agents. In the last year, his customization work has transformed VanDyk Mortgage’s journey-building to establish meaningful customer experiences.
- The Partner Pioneer: Ignite Integration Solutions: Total Expert continues to grow a partner ecosystem of widely used tech integrations to give customers the best tech stack possible. Certified implementation partner, Ignite, has been a powerful ally—assisting many customers through successful integrations and providing valuable feedback on the implementation process.
The Accelerate customer conference, an annual event highlighting customer experience innovation, brings together Total Expert customers, partners, and industry thought leaders for a week of discussion on market challenges, driving growth, and translating data into action to ignite the future of financial services.
For more information on the Expy Awards, visit https://totalexpert.com/the-expy-awards/.
About Total Expert
Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone—in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, credit unions, and insurance companies. Total Expert is now available for purchase on the AWS Marketplace and Salesforce AppExchange.
