3 Ways To Build A Better Member Experience
Credit unions improve the member experience through training, bilingual service, and bold branch strategies. Explore three stories that show what it takes to connect.
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
A High-Tech Branch For High-Tech Students
A credit union branch at Lamar Institute of Technology combines products, education, and philanthropy to support job training and technical education in Southeastern Texas.
What’s In A Name: Chief Product Officer
Bay FCU’s Brooke Morley improves communication and collaboration across departments to offer members the products they want and need.
Harness Automation To Transform Your Credit Union’s Lending Operations
February 3, 2025
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Today’s financial landscape demands strategic adjustments and innovative solutions to navigate these turbulent times.
What’s In A Name: Director Of Multicultural Engagement
January 27, 2025
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Mountain America’s Jennifer Tarazon helps create quality member experiences, no matter a member’s background.
Credit Union Microbranches Serve Far-Flung Communities
January 20, 2025
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For some members of Tongass FCU, the nearest branch can be a plane ride away. Local “microsites” have improved service for those remote locations.
Credit Unions Step Up As Tax Time Heroes
January 13, 2025
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Tax season is just around the corner, and two low-income credit unions are gearing up their tax-preparation services.
How ITM Strategy Became A Catalyst For Organizational Growth At Public Service
January 13, 2025
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Indiana-based Public Service launched ITMs as part of a broader pivot to deepen member service.
4 Takeaways From Day 2 Of Future Branches 2024
December 6, 2024
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Recruitment and retention, emotional loyalty, and more were key topics during the second day of the Austin event.
5 Takeaways From Day 1 Of Future Branches 2024
December 5, 2024
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Financial wellness, AI, and a fresh coat of paint are all making a major impact for credit unions and banks across the country.
AI Beyond The Bot: How To Introduce AI Across Your Agent And Member Experiences
December 4, 2024
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Since generative AI burst onto the scene in 2022, AI chatbots or virtual agents have dominated the headlines—becoming a top investment priority for businesses across the customer experience landscape. While AI chatbots represent one key element of a modern member experience strategy, they’re just the beginning when it comes to creating a truly differentiated end-to-end
Mortgages For The Military, Members For Life
November 11, 2024
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Credit union leaders share how they navigate a successful VA loan program and address challenges veterans face.
Help On The Homefront
November 11, 2024
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Military and corporate moves often require lending support. Credit unions are there to offer it.
Harness Automation To Transform Your Credit Union’s Lending Operations
Today’s financial landscape demands strategic adjustments and innovative solutions to navigate these turbulent times.
What’s In A Name: Director Of Multicultural Engagement
Mountain America’s Jennifer Tarazon helps create quality member experiences, no matter a member’s background.
Credit Union Microbranches Serve Far-Flung Communities
For some members of Tongass FCU, the nearest branch can be a plane ride away. Local “microsites” have improved service for those remote locations.
Credit Unions Step Up As Tax Time Heroes
Tax season is just around the corner, and two low-income credit unions are gearing up their tax-preparation services.
How ITM Strategy Became A Catalyst For Organizational Growth At Public Service
Indiana-based Public Service launched ITMs as part of a broader pivot to deepen member service.
4 Takeaways From Day 2 Of Future Branches 2024
Recruitment and retention, emotional loyalty, and more were key topics during the second day of the Austin event.
5 Takeaways From Day 1 Of Future Branches 2024
Financial wellness, AI, and a fresh coat of paint are all making a major impact for credit unions and banks across the country.
AI Beyond The Bot: How To Introduce AI Across Your Agent And Member Experiences
Since generative AI burst onto the scene in 2022, AI chatbots or virtual agents have dominated the headlines—becoming a top investment priority for businesses across ...
Mortgages For The Military, Members For Life
Credit union leaders share how they navigate a successful VA loan program and address challenges veterans face.
Help On The Homefront
Military and corporate moves often require lending support. Credit unions are there to offer it.
Browse Topics
Markets Flip From Pricing Cuts To 50% Chance Of Hikes
Jason Haley
Look beyond the headlines to better understand what is driving current market trends and how they could impact credit union investment portfolios.
Keep The Mortgage. Ditch The Fees.
Savana Morie
A rethink of closing costs, rate relief, and employer partnerships helped 7 17 Credit Union build an affordable housing mortgage program that works.
Home Is Where The Heart (And More) Is
Aaron Passman
Where is mortgage growth coming from right now? This week, CreditUnions.com covers a mix of home equity campaigns, targeted affordability programs, and niche lending strategies that are bringing borrowers back into the market.
3 Ways To Market For HELOC Success
Aaron Passman
Home equity lending is a winning option for credit unions in today’s mortgage environment. Learn how three different shops meet members’ needs.
Small House, Big Opportunity: 2 Takes On Manufactured Home Loans
Aaron Passman
Manufactured home loans can provide members access to affordable housing, including those in rural areas. Two credit unions share how they approach the niche product.
Mortgage Lending Is Back, But It Looks Different
Tony Waltrich
After a prolonged slowdown, signs of life are returning to mortgage lending. Growth is uneven, with first-time buyers and shifting rate dynamics driving activity in select segments.
MSUFCU Turns A Break In Payments Into A Member Experience Moment
Aaron Passman
The Michigan cooperative keeps everyday payments working and members happy by using a common friction point to build brand loyalty.
Insights From The Outside: Don Rositano
Marc Rapport
How a former Sam’s Club finance leader adapted his member-first mindset to a not-for-profit credit union.
What’s In A Name: Vice President Of History And Culture
Aaron Passman
How a novel role instills SchoolsFirst FCU’s future leaders with an appreciation for its past.
Growth Is A Mindset, But Success Is In The Contract
Callahan & Associates
Arriba Advisors co-founder Tom Russell explores how credit unions can bridge the gap between a growth mindset and their technical reality.