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.
Jimmy Lovelace On Leadership
January 15, 2024
No Comments
The chief experience officer helps Community First realize the benefits of humanizing the sales and service processes.
Best Of 2023: Building Vibrant Communities
December 26, 2023
No Comments
No matter how a credit union defines its community, strengthening that common bond is a major role for credit unions.
PSECU Moves MX Up The Org Chart
November 20, 2023
No Comments
With all external-facing roles reporting to a central officer, teams are focusing less on function and more on members.
Digital Issuance: Enhancing Experiences And Recovering Revenue
November 13, 2023
No Comments
Credit unions can make themselves top of wallet by meeting member demand for convenience and speed.
The Rise Of The Member Experience Analyst
November 6, 2023
No Comments
At Langley FCU, a designated role monitors member feedback and works across the organization to ensure the credit union meets expectations.
Upgrading Member Satisfaction: 4 Essentials For A Modern Payments Experience
November 6, 2023
No Comments
Key areas to strengthen a seamless banking experience across all deposit channels.
Dort Financial Branches Out To Florida As Flagler Credit Union
November 6, 2023
No Comments
The Michigan-based cooperative is finalizing its acquisition of a community bank with West Palm Beach locations.
Top 5 Questions For Credit Union Leaders
November 6, 2023
No Comments
What you need to know about outsourcing a credit card program and what to consider when seeking a partner.
A Safe Place For Members With Dementia
November 6, 2023
No Comments
A new designation is helping Landings Credit Union better serve a population projected to grow in coming years.
Different Incomes. Different Needs.
November 6, 2023
No Comments
An analysis of loan portfolios for credit unions with and without a low-income designation illustrates how consumers’ income levels impact borrowing.
Jimmy Lovelace On Leadership
The chief experience officer helps Community First realize the benefits of humanizing the sales and service processes.
Best Of 2023: Building Vibrant Communities
No matter how a credit union defines its community, strengthening that common bond is a major role for credit unions.
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.
Digital Issuance: Enhancing Experiences And Recovering Revenue
Credit unions can make themselves top of wallet by meeting member demand for convenience and speed.
The Rise Of The Member Experience Analyst
At Langley FCU, a designated role monitors member feedback and works across the organization to ensure the credit union meets expectations.
Upgrading Member Satisfaction: 4 Essentials For A Modern Payments Experience
Key areas to strengthen a seamless banking experience across all deposit channels.
Dort Financial Branches Out To Florida As Flagler Credit Union
The Michigan-based cooperative is finalizing its acquisition of a community bank with West Palm Beach locations.
Top 5 Questions For Credit Union Leaders
What you need to know about outsourcing a credit card program and what to consider when seeking a partner.
A Safe Place For Members With Dementia
A new designation is helping Landings Credit Union better serve a population projected to grow in coming years.
Different Incomes. Different Needs.
An analysis of loan portfolios for credit unions with and without a low-income designation illustrates how consumers’ income levels impact borrowing.
Browse Topics
FedChoice Is Ready For The Next Government Shutdown – Whenever It Comes
Aaron Passman
A cross-functional team comprising nearly 20% of staff helped the Maryland-based credit union manage the crisis while staying focused on helping members.
How AI Is Shaping HR For The Next Era
Marc Rapport
Four executives share how they are skilling up and soothing nerves as they navigate the AI revolution in real time.
Now’s The Time For Credit Union Succession Planning
Aaron Passman
The future of leadership starts now. This week, CreditUnions.com is diving into the strategies shaping tomorrow’s talent: from a bold overhaul of succession planning to how credit unions are tackling the AI skills gap.
Is Your Credit Union Making Time For Leadership Development?
Andrew Lepczyk
Assessing skills gaps among leaders and providing time to complete training are major hurdles today, but strong leadership development strategies are essential in building a future-ready credit union.
Aligning Recruitment Efforts With Boardroom Value
Jennie Boden
A report from Quantum Governance reveals a gap between board recruitment priorities and the most valuable skills in governance.
Preparing For 2026: Why The NCUA’s New Succession Planning Rule Elevates The Strategic Role Of Credit Union Boards
Jennie Boden
Fair, transparent succession helps credit unions strengthen board effectiveness, align leadership with strategy, and safeguard member value.
How Patelco Credit Union Simplified Succession Planning
Aaron Passman
The California cooperative moves beyond the 9-box to identify skills, gaps, and opportunities to prepare leaders for what’s next.
Planning For The Future: Ensuring Strong Boards And Leaders Through Succession Planning
Callahan & Associates
The right tools and consistent approach make succession planning simpler for credit union leaders and board members.
3 Popular Case Studies From 2024: Where Are They Now?
Savana Morie
CreditUnions.com revisits three credit unions to learn how their strategies have evolved since their original spotlight and see what’s in store for the future.
5 Lessons About Ground-Level Intelligence From A Rooftop Farm
Alix Patterson
A national leader in urban agriculture shows how front-line insights drive real local impact — and why credit union branches are perfectly positioned to do the same.