CASE STUDY

WSECU | AI Readiness & 3-Year Transformation Roadmap

Client Overview

WSECU engaged to define a practical, business-driven AI roadmap to improve member experience, reduce operational cost and support future growth across contact center and back-office operations.

The Challenge

  • High interest in AI, but no clear starting point or roadmap

  • Risk of pursuing low-value or disconnected use cases

  • Need to align AI strategy with growth, cost and member experience goals

Team Rebus Solution

Phase 1: People Readiness

  • Conducted leadership interviews and frontline workshops

  • Captured ideas, concerns and opportunities from staff closest to the work

  • Prioritized use cases based on feasibility and impact

Phase 2: Business Case & Value Modeling

  • Applied activity-based management to quantify work volumes and task times

  • Sized automation and AI opportunities based on value at stake

  • Aligned opportunities to strategic objectives (growth, cost, CX)

  • Synthesized findings into a 3-year roadmap with prioritized initiatives, sequencing and ROI

Outcome

  • Clear, actionable AI roadmap aligned to business strategy

  • Prioritized portfolio of use cases with quantified value

  • Strong executive alignment across business and operations

  • Defined path from pilot to scaled implementation

Impact

  • Shifted AI from conceptual to practical, value-driven execution

  • Focused investment on highest-impact opportunities

  • Built organizational alignment and readiness for AI adoption