If you missed Karen Dillman's session at the XP2 Educational Conference, here's the recap — how XP2's cross-sell functionality is built, how it ties into contact management, and the tricks staff are using to get more out of it.
XP2 Educational Conference 2026 | Thursday, June 25
Karen Dillman, Sr Client Service Representative at United Solutions Company, has worked with XP2 since before she joined USC in 2017 — first as a client, now on the support side. Her session paired cross-selling functionality with contact management, since, as she put it, the two "go hand in hand." Screenshot by screenshot, she walked attendees through how a sales opportunity gets built, presented, and tracked from start to finish.
Karen built the walkthrough from the bottom up, starting with categories, since a message can't exist without one first. From there she covered message setup (name, category, product class, and next action), rule definitions that determine whether a message targets a member, an individual, or both, and the contact record every "refer" or "later" click generates. She was especially emphatic about setting begin and end dates on rules the moment they're created — a habit that saves campaigns from getting lost between planning and launch.
"Set it up, get it done. Put that start date that everybody's agreed to, and you move on — because you will forget about it if it's a month later, two months later, and then you don't get the value out of it."
One highlight drew audience interest immediately: cross-sell items can be loaded directly from an external list, not just triggered by XP2 rules. Credit unions can generate a list from any source — online banking leads, a member journey program, anything — format it with an individual or membership ID plus a message and rule number, and upload it straight into the cross-sell queue.
From the Q&A
- Can rules be more advanced? Conditions are limited to "has" or "has not" against the built-in dropdown list — there's no way to layer in custom logic beyond that.
- What about external referrals? A message can route to a URL instead of a transaction, letting staff send members straight to an outside link or service.
- Can results be reported on? Yes, though it's manual — several credit unions have written their own SQL reports to track acceptances, referrals, and follow-through by staff and branch.
Want the full walkthrough, including the priority-numbering trick for slotting new offers into an existing list? It's all in the recording and transcript above.