Driving Member Engagement with Personalized Experiences

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“Today, our member experience is fully connected — we simply could not have done this without Alkami.”

Chad Rogers, Chief Marketing and Member Experience Officer
Connexus Credit Union

Making Users Feel Welcome

In 2013, it was the middle of summer in Wisconsin when Chad Rogers walked through the doors at Connexus Credit Union. Chad was arriving as the company’s newly appointed CMO and one of his first priorities was to advance the credit union’s Digital Banking experience. He quickly discovered the existing platform wasn’t highly configurable, wasn’t feature-rich, and the user interface didn’t lend itself easily to Connexus brand standards. That’s when he made one of the more difficult decisions in his short tenure at Connexus – Chad suggested to the Executive Leadership team it was time to invest in a new platform that could deliver a more integrated member experience. After a comprehensive evaluation, Connexus discovered Alkami was the only marketplace provider with a flexible, configurable platform that would enable Connexus to achieve its goals. Chad said, “The Alkami platform offered us the flexibility and feature set we were looking for. It would allow us to serve up insights, products, and services to members as part of their Digital Banking experience. We could also deliver a consistently positive and cohesive experience on the Alkami mobile app, which means we could provide a single, fully integrated member journey.” Shortly after selecting Alkami, Connexus went live with the new platform and the response from members was extremely positive. 

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“We found the right partner, with the right feature set, to create our desired experience for our Digital Banking members — we simply could not have done this without Alkami.”

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Giving User What They Want

With Alkami’s digital banking up and running, Chad’s team took the next step, which was to create a content data warehouse, and leverage Alkami’s Software Development Kit (SDK) to manage digital assets on the company website and digital banking platform. While consistent content delivery had been achieved, that was not the only goal. Chad said, “Our number one priority was to create a personalized, value-added digital banking experience.” To do this, Chad and his team had to move beyond consistency to personalization. So, he tapped into Alkami’s robust behavioral insights, as well as member data from other systems across the credit union. According to Chad, “That’s when the lightbulb went on. We finally had the visibility we needed to create more personalized experiences for our members.” With Alkami as Connexus’s digital banking partner, Chad and his team have not only increased online engagement, but now ensure members are aware of the most relevant, value-added products and services the credit union has to offer.

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“Today, we have the best of both worlds… we provide helpful content and services within the environment our members choose to be in. Our members are achieving more in less time and we are growing our business through a fully integrated digital banking experience.”

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Ready to Go All In on Digital Banking?