Hudson Valley Credit Union

Nomination Details

Hudson Valley Credit Union (HVCU) is a community-based financial cooperative. We are committed to strengthening the quality of life for our members, friends, and neighbors in the Hudson Valley. We were among Mindtouch/CXOne Expert’s first internal only knowledge base clients.  

We have a small Knowledge team and have grown our content as our organization has grown as a whole. CXOne’s tools and reporting have helped us transform our click-through rate and ensure we are filling knowledge gaps as we continue our journey.  

HVCU has been nominated for the Metamorphosis Award due to our ongoing transformation of the CXOne Expert experience, resulting in increased employee engagement. Throughout 2023, we created 5,300 additional knowledge articles while maintaining consistent metrics for average time on a page and average scroll rates – all while increasing page view by 23%! In addition, the stability of our click-through rate remained at 86.75%.  

This transformation was facilitated by the dedication and continuous improvement mentality of our Knowledge team while leveraging best practices acquired from Customer Meetups, CSM meetings, and CXOne Expert success materials – in combination with our expertise in the knowledge management industry. As Hudson Valley Credit Union grows, we have seen a consistent growth in content created and notable increases in click-through rates and page views. With the addition of more content in our knowledge base, we are seeing an increasing trend in ticket volume as well. Our metrics prove that our employees are maintaining high-level of engagement within our knowledge management system and improving the effectiveness of our team.