Designed for leaders responsible for shaping the credit union’s member experience strategy, this virtual roundtable brings together a capped group of peers for open, experience-driven discussion.
Participants gain dedicated time to step away from the day‑to‑day to explore what’s working today and how fellow leaders are adapting their strategies to address shared challenges. You’ll walk away with relevant ideas and perspectives to bring back to your organization immediately.
What’s On the Agenda?
The agenda is driven by participants to ensure the conversation stays grounded in what technology leaders are dealing with today. Topics participants have raised include:
- Member retention and growth: How are credit unions responding to member feedback to improve retention and support sustainable growth?
- Experience measurement and performance communication: Which metrics matter most today, and how are leaders sharing results across the organization?
- Experience structure and ownership: How are member experience teams organized, and where does accountability sit?
- Cross-functional alignment: How are experience leaders partnering with retail, digital, operations, and marketing to deliver a consistent experience?
- Branch and retail evolution: How are staffing models, universal banker roles, and branch strategies changing to meet member expectations?
- AI and automation in service: Where is AI delivering value today, and how are teams avoiding tradeoffs in service quality?
If there is a specific challenge, question, or situation you would like to bring to the group, you are encouraged to share it in advance so it can be incorporated into the discussion.
Who Should Attend?
This roundtable is intended for credit union executives responsible for the end-to-end member experience across channels. Titles may include chief experience officer, chief retail officer, or chief digital officer.
While we are focused on executive-level participation, we recognize that experience ownership looks different across organizations. If you are unsure whether this roundtable is the right fit, or who from your credit union should attend, please reach out. We’re happy to help identify the most appropriate participant.
To keep the discussion focused and productive, participation is limited to no more than two attendees per credit union.
