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.
Activating Growth: How Seamless Digital Account Opening Unlocks Younger Demographics, Member Engagement, and Operational Efficiency
May 14, 2025
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Community Financial Credit Union, a $1.5B institution with over 83,000 members across Michigan, is on a mission to uplift its community, reach younger demographics, and deepen member relationships. By modernizing its digital account opening experience with MANTL, Community Financial doubled its approval rate, eliminated fraud in the onboarding process, and created a frictionless member
UVA Community Credit Union Tackles Teen Banking
May 12, 2025
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The credit union integrates financial education with products tailored to young people to help these members build confidence and independence.
Basic Checking Gets A Competitive Upgrade
May 12, 2025
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Boost loyalty with lifestyle checking accounts that offer perks like telehealth, ID protection, and travel discounts.
Great MX Doesn’t Just Happen — It Takes A Cross-Functional Team
May 5, 2025
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A two-pronged testing process at TruStone Financial ensures a seamless member experience as the credit union rolls out new digital tools.
Uncover Hidden Barriers And Build Stronger Member Loyalty
May 5, 2025
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How credit unions can detect and resolve digital friction to retain members.
Better Member Experience? There’s A Class For That.
April 28, 2025
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First Financial of Maryland is cultivating cross-functional leadership and breaking down silos through a hands-on experience designed to spark inspiration and unify culture around the member experience.
Small Business Meets Big Community At City & County Credit Union
April 21, 2025
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A longstanding program that spotlights small businesses and local organizations deepens ties and reinforces the credit union’s commitment to community prosperity.
3 Ways Data Is Transforming The Credit Union Member Experience
April 21, 2025
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Data analytics help credit unions identify and serve unmet credit needs that result in enhanced member satisfaction and loyalty.
Is Your Banking App Meeting Member Expectations?
April 21, 2025
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Intuitive design, advanced security, and ongoing innovation helps credit unions secure their future in a financial industry full of tech-savvy members.
Activating Growth: How Seamless Digital Account Opening Unlocks Younger Demographics, Member Engagement, and Operational Efficiency
Community Financial Credit Union, a $1.5B institution with over 83,000 members across Michigan, is on a mission to uplift its community, reach younger demographics, and ...
UVA Community Credit Union Tackles Teen Banking
The credit union integrates financial education with products tailored to young people to help these members build confidence and independence.
Basic Checking Gets A Competitive Upgrade
Boost loyalty with lifestyle checking accounts that offer perks like telehealth, ID protection, and travel discounts.
Great MX Doesn’t Just Happen — It Takes A Cross-Functional Team
A two-pronged testing process at TruStone Financial ensures a seamless member experience as the credit union rolls out new digital tools.
Uncover Hidden Barriers And Build Stronger Member Loyalty
How credit unions can detect and resolve digital friction to retain members.
Better Member Experience? There’s A Class For That.
First Financial of Maryland is cultivating cross-functional leadership and breaking down silos through a hands-on experience designed to spark inspiration and unify culture around the ...
Small Business Meets Big Community At City & County Credit Union
A longstanding program that spotlights small businesses and local organizations deepens ties and reinforces the credit union’s commitment to community prosperity.
3 Ways Data Is Transforming The Credit Union Member Experience
Data analytics help credit unions identify and serve unmet credit needs that result in enhanced member satisfaction and loyalty.
Is Your Banking App Meeting Member Expectations?
Intuitive design, advanced security, and ongoing innovation helps credit unions secure their future in a financial industry full of tech-savvy members.
Browse Topics
Tech-Grown CEOs Share Fintech Partnership Strategies (Part Two)
Marc Rapport
Three more credit union chiefs with tech backgrounds show how they adapt and innovate – and how other cooperatives can, too.
Tech-Grown CEOs Share Fintech Partnership Strategies (Part One)
Marc Rapport
Credit union chiefs with tech backgrounds show how they adapt and innovate – and how other cooperatives can, too.
Virtual Cards: More Than Just A Trend
Callahan & Associates
The next evolution in consumer payments — and credit unions that wait risk falling behind.
Credit Unions, Fintechs Join Forces For Inaugural Event
Savana Morie
Suncoast Credit Union, in partnership with WithClutch and ModernFI, hosted its inaugural Create 2025 summit in May. Attendees included eight credit unions and nine fintech companies.
4 Ways to Make Your Digital Experience Work Harder for Members
Callahan & Associates
Digital experiences must be a direct reflection of the care and service credit unions are known for. Here’s where to start.
Service Credit Union Launches CUSO For Fintech Investments
Savana Morie
The New Hampshire cooperative recently launched Service Ventures, an independent investment arm that aims to work with startups that share a commitment to operational efficiency and member experience.
Elevating the Credit Union Member Experience Through Seamless Digital Identity
Callahan & Associates
Identity continuity helps create frictionless experiences to connect credit unions with every member touchpoint across digital and physical channels.
Digital Wallet Usage Skews Younger, But Becoming More Ubiquitous
Andrew Lepczyk
Those born before 1980 use digital wallets at a lower rate than younger consumers, but adoption levels are nearly equal across income levels.
Best Of 2025 (So Far): Building Vibrant Communities
Aaron Passman
A midyear look back at how credit unions are lifting up their communities in ways that go beyond just banking.
Best Of 2025 (So Far): Fostering Financially Strong Credit Unions
Aaron Passman
Revisiting some of the unique strategies financial cooperatives are using to drive long-term success and sustainable organic growth.