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.
A Safe Place For Members With Dementia
November 6, 2023
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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
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An analysis of loan portfolios for credit unions with and without a low-income designation illustrates how consumers’ income levels impact borrowing.
Member Dividends Reach 14-Year High
October 16, 2023
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Strong certificate demand and higher cost of funds boosted annual dividends per member to $153 in the second quarter. What’s happening in other member engagement metrics?
3 Ways To Better Serve Hispanic Members
October 2, 2023
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An inside look at how Unitus Community has built a holistic approach to service.
United Bay Is Broadening Its Reach By Rebuilding Banking Deserts
September 25, 2023
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The Michigan-based credit union is expanding across the state with some unintended help from for-profit banks.
How Wright-Patt Credit Union Generates Innovation From Within
September 25, 2023
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The Ohio cooperative shares key learnings from its first Partner Innovation Challenge.
Thinking through Fintech Partnerships: Why You Should Prioritize Account
September 18, 2023
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Watch this webinar to see how Y-12 FCU approached fintech partnership selection and while discovering strategies on how to redefine member engagement for maximum success.
ChatGPT Has Everyone Talking. Here’s What Some Are Saying.
September 18, 2023
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Senior leaders across multiple credit unions talk about how their organizations are tackling the explosive new iteration of artificial intelligence.
The Proof Is In The Real-Time Access To Data: Making Personalized And Consistent Member Experiences A Reality
September 11, 2023
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Personalization in banking is more than just customized offerings and campaigns — it’s also the ability to enable flexibility and consistency in the user journey.
Outsourcing Your ATM Management Can Save You Time And Money
August 29, 2023
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ATMs cost hundreds of staff hours and thousands of dollars every year to operate.
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.
Member Dividends Reach 14-Year High
Strong certificate demand and higher cost of funds boosted annual dividends per member to $153 in the second quarter. What’s happening in other member engagement ...
3 Ways To Better Serve Hispanic Members
An inside look at how Unitus Community has built a holistic approach to service.
United Bay Is Broadening Its Reach By Rebuilding Banking Deserts
The Michigan-based credit union is expanding across the state with some unintended help from for-profit banks.
How Wright-Patt Credit Union Generates Innovation From Within
The Ohio cooperative shares key learnings from its first Partner Innovation Challenge.
Thinking through Fintech Partnerships: Why You Should Prioritize Account
Watch this webinar to see how Y-12 FCU approached fintech partnership selection and while discovering strategies on how to redefine member engagement for maximum success.
ChatGPT Has Everyone Talking. Here’s What Some Are Saying.
Senior leaders across multiple credit unions talk about how their organizations are tackling the explosive new iteration of artificial intelligence.
The Proof Is In The Real-Time Access To Data: Making Personalized And Consistent Member Experiences A Reality
Personalization in banking is more than just customized offerings and campaigns — it’s also the ability to enable flexibility and consistency in the user journey.
Outsourcing Your ATM Management Can Save You Time And Money
ATMs cost hundreds of staff hours and thousands of dollars every year to operate.
Browse Topics
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.
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.
What’s In A Name: Vice President Of History & Culture
Aaron Passman
How a unique 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.
Fraud Is Faster, Smarter, And Harder To Stop. Here’s How To.
Callahan & Associates
RKL offers insight, expertise, and experience to help fight off growing threats.
The Numbers Are Good. The Moment Is Hard.
William Hunt
Members are anxious about their financial futures, even as credit unions remain financially strong. Institutions that respond to this moment can make 2026 a turning point.
Wages Are Growing. Wallets Are Not.
Sherry Virden
Global events are flowing directly into household budgets, reshaping how credit union members save, borrow, and cope. Such trends don’t always show up in headline data.
Credit Unions Are Having A Margin Moment
Tony Waltrich
Credit unions are benefiting from a rare margin advantage as loans reprice slower than deposits. The question now is how institutions will use that strength to better serve members.
Where Have All The Members Gone?
Omar Shalabi
Membership growth is slowing, but financial activity is not. What does the modern financial relationship look like?
5 Takeaways From First Quarter Credit Union Performance Data
William Hunt
Inflation, war, and uncertain futures have reshaped members’ needs in 2026. What does credit union performance data from the first quarter of 2026 say about household budgets, inflation pressures, and more?