How Do You Communicate With Your Members?

There's so much business impact that's delivered through what you've described in overall alignment and trust. One of the things we're working on right now is how do we illustrate to our members that writing to us in chat and email is actually more beneficial to them than calling. We notice that there's a lot we need to change in that paradigm of saying that we are a digital first company. The people behind the chat team are real people. We're not chatbots that will lead you astray"