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.
Provide The Best Member Experience In-Branch And Online
August 14, 2023
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Through the force multiplier effect, credit unions can increase the effectiveness of individual branches as well as branch networks.
Humanizing The Digital Member Experience
August 3, 2023
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Watch this webinar to learn how Listerhill Credit Union maintained great member experiences across all interactions, including digital service and even automated self-service options.
Inside MSUFCU’s Approach To Innovation
July 13, 2023
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From new brands to emerging fintech opportunities, CEO April Clobes outlines how and why the credit union is constantly pursuing new ventures.
AI And The Human Touch: Maximizing Benefits For Credit Unions
July 10, 2023
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New technology creates a path for credit unions to deepen their ties to the community and foster stronger relationships
Spero Financial Embraces The Softer Side Of Technology
July 10, 2023
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The South Carolina credit union’s ITM rollout marries financial technology innovation with member service experience.
Digital Innovation Opens New Opportunities To Drive Growth And Engagement
July 3, 2023
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Member expectations are evolving alongside technology, and it’s more important than ever for credit unions to prioritize engaging, profitable member relationships.
Dividends Per Member Are On The Rise. So Are Member Relationships.
June 26, 2023
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First quarter data highlights how credit unions have an opportunity to extend a guiding hand to consumers who might not be prudently addressing their financial situation.
No More Silos: Manage Data In One System To Increase Efficiencies And Improve Member Service
June 26, 2023
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Removing multiple legacy systems and putting all your data into a single, secure repository can help you improve enterprise productivity and effectiveness, streamline operations, and enhance member service.
Going Beyond Surveys For a Broader View of the Member Experience
May 31, 2023
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Watch this webinar to learn more about how Member Interaction Monitoring can provide a more comprehensive view of the member experience.
How First Alliance Credit Union Solves Its Staffing Crunch While Driving Loan Growth
May 15, 2023
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ITMs and newly minted member experience advisors are the key to success at this Minnesota cooperative.
Provide The Best Member Experience In-Branch And Online
Through the force multiplier effect, credit unions can increase the effectiveness of individual branches as well as branch networks.
Humanizing The Digital Member Experience
Watch this webinar to learn how Listerhill Credit Union maintained great member experiences across all interactions, including digital service and even automated self-service options.
Inside MSUFCU’s Approach To Innovation
From new brands to emerging fintech opportunities, CEO April Clobes outlines how and why the credit union is constantly pursuing new ventures.
AI And The Human Touch: Maximizing Benefits For Credit Unions
New technology creates a path for credit unions to deepen their ties to the community and foster stronger relationships
Spero Financial Embraces The Softer Side Of Technology
The South Carolina credit union’s ITM rollout marries financial technology innovation with member service experience.
Digital Innovation Opens New Opportunities To Drive Growth And Engagement
Member expectations are evolving alongside technology, and it’s more important than ever for credit unions to prioritize engaging, profitable member relationships.
Dividends Per Member Are On The Rise. So Are Member Relationships.
First quarter data highlights how credit unions have an opportunity to extend a guiding hand to consumers who might not be prudently addressing their financial ...
No More Silos: Manage Data In One System To Increase Efficiencies And Improve Member Service
Removing multiple legacy systems and putting all your data into a single, secure repository can help you improve enterprise productivity and effectiveness, streamline operations, and ...
Going Beyond Surveys For a Broader View of the Member Experience
Watch this webinar to learn more about how Member Interaction Monitoring can provide a more comprehensive view of the member experience.
How First Alliance Credit Union Solves Its Staffing Crunch While Driving Loan Growth
ITMs and newly minted member experience advisors are the key to success at this Minnesota cooperative.
Browse Topics
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.
At Kirtland Credit Union, Project Management Isn’t Just A Task. It’s An Ethos.
Aaron Passman
Kirtland Credit Union’s five-tiered scoring system and rigorous approval process might look like red tape, but it’s streamlining resource allocation and improving efficiency for credit union for growth.
Financial Wellbeing Is About More Than Vulnerability
Chris Howard
Half of Americans feel financially secure, yet one in five is suffering. A consortium of credit unions is changing the narrative by focusing on emotional engagement and trust.
How To Build AI Strategy In Real Time (Part 1)
Marc Rapport
Six credit union leaders share how they are balancing innovation and governance while deploying new tools.
How To Build AI Strategy In Real Time (Part 2)
Marc Rapport
Six credit union leaders share how they are balancing innovation and governance while deploying new tools.
Credit Union Finance Leaders Saddle Up For 2026
Aaron Passman
After an anxious 2025, CFOs and observers across the industry are preparing for the year ahead — for better or for worse.
Changes Are Why You Need Today’s Nacha Rulebook
Callahan & Associates
Quality payments are a hallmark of the ACH Network. Follow the rules and do right by members.
Hurricane Knocked The Power Out? New Orleans Firemen’s FCU Is Ready.
Aaron Passman
The next big storm in the Gulf isn’t an “if,” it’s a “when,” but the small Gulf-area credit union has a plan to help the community get back on its feet when the time comes.
6 Lessons For Credit Unions From Craft Breweries
Alix Patterson
Craft breweries demonstrate how commitment to value, operational agility, and community focus can ignite growth and drive property.