Charting Unique Pathways: Enhancing Member Experience

Charting Unique Pathways: Enhancing Member Experience

March 27, 2024 12:00 PM to 1:00 PMOnline - Saskatchewan Time
Area of Interest: Pensions, Benefits, Investments Format: Web

An online seminar hosted by CPBI Saskatchewan


Please join us for an online seminar on March 27, 2024.


  • Welcome and Objectives: Briefly introduce the purpose of the session and its relevance to the audience.
  • Why Member Experience Matters: Highlight the impact of positive member experiences on engagement, retention, and overall satisfaction.

Understanding Member Experience Journey Mapping 

  • What is Member Experience Journey Mapping?: Define journey maps as visual blueprints that capture the end-to-end experience of members within your organization.
  • Key Touchpoints: Explore critical moments in the member lifecycle, from initial interactions to ongoing engagement.
  • Benefits of Mapping: Discuss how journey maps uncover inefficiencies, enhance processes, and foster stronger relationships.

Creating Effective Member Journey Maps

  • Step-by-Step Process:
  1. Data Collection: Gather insights from member feedback, surveys, and touchpoint analysis.
  2. Mapping the Journey: Plot each stage of the member experience, including pain points and positive interactions.
  3. Identifying Opportunities: Highlight areas for improvement and innovation.
  4. Customization for Roles: Tailor maps to specific member segments (e.g., new members, long-term members).
  5. Linking to Strategies: Connect journey maps to organizational goals and strategies.

Case Studies and Best Practices

  • Real-Life Examples: Share success stories from other organizations.
  • Lessons Learned: Discuss common pitfalls and how to avoid them.
  • Engagement Strategies: Highlight ways to enhance member engagement through journey mapping.

Q&A and Closing

  • Open Floor: Address any questions or concerns.
  • Key Takeaways: Recap the importance of journey mapping and encourage participants to apply these principles in their roles.
Cancellation Policy

This session will be presented by:


Tami Dove
Director of Member Experience
Co-operative Superannuation Society Pension Plan

As a senior leadership team member for one of Canada’s largest defined contribution pension plans, Tami Dove oversees the member experience framework and strategy designed to empower members to make decisions based on timely, relevant, and personalized information. Member experience is a multi-faceted discipline with several key objectives – one of which is engaging members and clients in their benefit program(s) and financial success.  Believing in the power of empowering people to make informed decisions, Tami has been serving people within the financial services industry for almost 25 years. As a coach and mentor to those she works with and those she serves, Tami has worked in the credit union system in member services, financial planning, and management, and with the Government of Saskatchewan and the Financial and Consumer Affairs Authority of Saskatchewan in pension administration, member education and engagement, pension and other financial services regulation, financial services policy, and research.  Her experiences include working in insurance, mutual funds, corporate risk and strategic management, information technology and data management, and human resources.  Tami believes in lifelong learning and has obtained several credentials and designations in her field, including a CERTIFIED FINANCIAL PLANNER® designation, a Masters of Business Administration (MBA), the Pension Plan Administration Certificate (PPAC), the Project Management Professional (PMP®), and the Retirement Plans Associate (RPA) designation.

 Attend to Learn:
  • Understand why member experience matters
  • Understand the process of member experience journey mapping
  • Tips for creating effective member journey maps
  • Encourage attendees to use this learning in their everyday roles

Kim Duxbury

Brokers, advisors, consultants, HR personnel and insurers who are involved with drug benefits for employee plans.
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