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.
Meet The Finalists For The 2024 Innovation Series: Payments
March 4, 2024
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This year’ payments solutions provide inventive ways for credit unions to serve members.
2024 Innovation Series: Innovations In Fraud
February 26, 2024
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Watch this webinar to find new fraud solutions that help you protect your members.
2024 Innovation Series: Innovations In Member Analytics
February 26, 2024
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Watch this webinar to find new solutions that can help you better understand your members.
Meet The Finalists For The 2024 Innovation Series: Member Experience (AI Edition)
February 21, 2024
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This year’s member experience solutions provide insight into new AI technology for credit unions.
Every Member Has A Story. Here’s How To Use Them.
February 19, 2024
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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.
Meet The Finalists For The 2024 Innovation Series: Member Analytics
February 12, 2024
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This year’s member analytics solutions provide inventive ways for credit unions to serve members.
First Harvest Takes Charge Of Member Experience
January 29, 2024
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The credit union jettisoned an outsourcing arrangement and hired more than 20 call center employees to unify retail and direct banking under a single member experience.
Get Inspired: How 4 Different Branch Experiences Support High-Touch Service
January 15, 2024
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Retail leaders share photos and insights from their latest branch designs.
Does Service Suffer With A Smaller Branch Footprint?
January 15, 2024
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A side-by-side look at the nationwide branch footprints of credit unions versus banks.
Jimmy Lovelace On Leadership
January 15, 2024
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The chief experience officer helps Community First realize the benefits of humanizing the sales and service processes.
Meet The Finalists For The 2024 Innovation Series: Payments
This year’ payments solutions provide inventive ways for credit unions to serve members.
2024 Innovation Series: Innovations In Fraud
Watch this webinar to find new fraud solutions that help you protect your members.
2024 Innovation Series: Innovations In Member Analytics
Watch this webinar to find new solutions that can help you better understand your members.
Meet The Finalists For The 2024 Innovation Series: Member Experience (AI Edition)
This year’s member experience solutions provide insight into new AI technology for credit unions.
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.
Meet The Finalists For The 2024 Innovation Series: Member Analytics
This year’s member analytics solutions provide inventive ways for credit unions to serve members.
First Harvest Takes Charge Of Member Experience
The credit union jettisoned an outsourcing arrangement and hired more than 20 call center employees to unify retail and direct banking under a single member ...
Get Inspired: How 4 Different Branch Experiences Support High-Touch Service
Retail leaders share photos and insights from their latest branch designs.
Does Service Suffer With A Smaller Branch Footprint?
A side-by-side look at the nationwide branch footprints of credit unions versus banks.
Jimmy Lovelace On Leadership
The chief experience officer helps Community First realize the benefits of humanizing the sales and service processes.
Browse Topics
Credit Union Storytelling With A Mission Focus
Marc Rapport
Storytelling drives growth and loyalty at Navy Federal, where real member experiences become narratives that strengthen trust, reinforce value, and build lasting relationships.
How Lake Trust Turns Member Experiences Into Brand Strategy
Savana Morie
From where stories come from to how they’re produced and distributed, Lake Trust shares how authentic member narratives strengthen its brand and show what “positive impact” looks like in action.
How An Internal Storyteller Fuels Member Growth At Navy Federal
Marc Rapport
An expert in user experience turns complex problems and opportunities into narratives that guide leaders toward confident decisions and growth-focused investment.
At Ardent Credit Union, Deposits Are A ‘Slam Dunk’
Aaron Passman
The Philadelphia-area cooperative scores among rate-shopping members with a co-branded certificate that links savings returns to college basketball results.
The Strategic Case For Rethinking Credit Card Issuing
Callahan & Associates
The credit unions that will win the next decade of card growth are those that treat credit cards not as one time product launches but as dynamic ecosystems requiring continuous investment.
What Gen Z Is Really Looking For In A Credit Union
Callahan & Associates
Gen Z’s faith in traditional institutions gives credit unions a rich opportunity to serve as a key source of financial guidance.
What’s Job No. 2?
Aaron Passman
CreditUnions.com is all-in on growth and marketing this week, spotlighting real-world strategies that help cooperatives serve members for life, invest in people, expand their impact, and more.
Community Financial Institutions Need A New Playbook To Combat Scams
Callahan & Associates
Fraud is increasing and becoming more sophisticated – and it’s often not caught until it’s too late.
The Numbers That Matter Most To Credit Unions
Aaron Passman
A look at year-end performance trends reveals how earnings, affordability pressures, and asset quality are redefining the operating environment heading into 2026.
The Affordability Crisis Is Reshaping Credit Union Balance Sheets
Sherry Virden
Members are struggling with an affordability crisis that is changing how they manage debt, and new behaviors are showing up across the credit union loan portfolio.