Every Member Has A Story. Here’s How To Use Them.
Lessons from five credit unions on using member impact stories to inspire staff and boards, educate members, and add some pizzazz to social media accounts.
Retail & Member Experience
Our Retail & Member Experience page is the place to find credit union insights on branching, contact centers, teller technology, websites, and more.
Top Retail & Member Experience Articles
PSECU Moves MX Up The Org Chart
With all external-facing roles reporting to a central officer, teams are focusing less on function and more on members.
A Different Kind Of ‘Mobile’ Banking
Peoples Advantage’s branch on wheels brings financial services to members who live in regions too rural to sustain a full-service branch.
Virtual Cards: More Than Just A Trend
July 7, 2025
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The next evolution in consumer payments — and credit unions that wait risk falling behind.
4 Ways to Make Your Digital Experience Work Harder for Members
July 7, 2025
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Digital experiences must be a direct reflection of the care and service credit unions are known for. Here’s where to start.
Digital Wallet Usage Skews Younger, But Becoming More Ubiquitous
July 7, 2025
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Those born before 1980 use digital wallets at a lower rate than younger consumers, but adoption levels are nearly equal across income levels.
Best Of 2025 (So Far): Fostering Financially Strong Credit Unions
June 30, 2025
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Revisiting some of the unique strategies financial cooperatives are using to drive long-term success and sustainable organic growth.
Best Of 2025 (So Far): Driving Employee Engagement
June 30, 2025
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From innovative training strategies to change management and more, here’s a look back at how credit unions are empowering their staff to serve members and live their mission.
Best Of 2025 (So Far): Supporting Member Financial Wellbeing
June 30, 2025
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From access to education and beyond, credit unions are putting members first in a way that’s not just about banking – it’s about financial empowerment.
Stepping Into The Branch And Out Of The Comfort Zone
June 9, 2025
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A front-line immersive experience provides a new lens on training and employee experience for a longtime executive.
What ‘Affordability’ Really Means In Today’s Housing Market
June 2, 2025
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From rent-to-income ratios to indexed pricing, credit unions can use housing data to better understand how costs affect financial wellbeing and lending risk at the ground level.
Futureproof Your Credit Union: Transform Your Membership
May 28, 2025
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Join JR Pierman as he demonstrates how ASAPP Financial Technology can create seamless, personalized experiences across all touchpoints through advanced omnichannel solutions.
What’s In A Name: Chief Delivery Officer
May 19, 2025
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Need to optimize service delivery and member experience across branches and digital services? Maybe it’s time for a chief delivery officer.
Virtual Cards: More Than Just A Trend
The next evolution in consumer payments — and credit unions that wait risk falling behind.
4 Ways to Make Your Digital Experience Work Harder for Members
Digital experiences must be a direct reflection of the care and service credit unions are known for. Here’s where to start.
Digital Wallet Usage Skews Younger, But Becoming More Ubiquitous
Those born before 1980 use digital wallets at a lower rate than younger consumers, but adoption levels are nearly equal across income levels.
Best Of 2025 (So Far): Fostering Financially Strong Credit Unions
Revisiting some of the unique strategies financial cooperatives are using to drive long-term success and sustainable organic growth.
Best Of 2025 (So Far): Driving Employee Engagement
From innovative training strategies to change management and more, here’s a look back at how credit unions are empowering their staff to serve members and ...
Best Of 2025 (So Far): Supporting Member Financial Wellbeing
From access to education and beyond, credit unions are putting members first in a way that’s not just about banking – it’s about financial empowerment. ...
Stepping Into The Branch And Out Of The Comfort Zone
A front-line immersive experience provides a new lens on training and employee experience for a longtime executive.
What ‘Affordability’ Really Means In Today’s Housing Market
From rent-to-income ratios to indexed pricing, credit unions can use housing data to better understand how costs affect financial wellbeing and lending risk at the ...
Futureproof Your Credit Union: Transform Your Membership
Join JR Pierman as he demonstrates how ASAPP Financial Technology can create seamless, personalized experiences across all touchpoints through advanced omnichannel solutions.
What’s In A Name: Chief Delivery Officer
Need to optimize service delivery and member experience across branches and digital services? Maybe it’s time for a chief delivery officer.
Browse Topics
What Should Credit Unions Know About Stablecoins?
Andrew Lepczyk
Congress is considering new legislation around cryptocurrency, and these new tools could have profound implications for the industry.
Michigan Legacy Takes A Scientific Approach To Spotting Elder Financial Abuse
Savana Morie
A partnership with the Institute of Gerontology at Wayne State University has helped the credit union reduce reports of elder fraud by as much as 50%.
Why This HR Team Adopted A Different Kind Of Stay Interview
Savana Morie
Faced with post-pandemic talent challenges, Desert Financial put a new spin on gathering and responding to employee feedback.
Build Resilience, Not Roadmaps: 5 Strategic Planning Priorities For 2026 And Beyond
Jay Johnson
From employee engagement to community impact and beyond, these are the initiatives credit unions must focus on to stay aligned and prepared for the challenges ahead.
Tech-Grown CEOs Share Fintech Partnership Strategies (Part 2)
Marc Rapport
Three more credit union chiefs with tech backgrounds show how they adapt and innovate – and how other cooperatives can, too.
Tech-Grown CEOs Share Fintech Partnership Strategies (Part 1)
Marc Rapport
Credit union chiefs with tech backgrounds show how they adapt and innovate – and how other cooperatives can, too.
Virtual Cards: More Than Just A Trend
Callahan & Associates
The next evolution in consumer payments — and credit unions that wait risk falling behind.
Credit Unions, Fintechs Join Forces For Inaugural Event
Savana Morie
Suncoast Credit Union, in partnership with WithClutch and ModernFI, hosted its inaugural Create 2025 summit in May. Attendees included eight credit unions and nine fintech companies.
4 Ways to Make Your Digital Experience Work Harder for Members
Callahan & Associates
Digital experiences must be a direct reflection of the care and service credit unions are known for. Here’s where to start.
Service Credit Union Launches CUSO For Fintech Investments
Savana Morie
The New Hampshire cooperative recently launched Service Ventures, an independent investment arm that aims to work with startups that share a commitment to operational efficiency and member experience.