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.
For Patelco, Growth Is The Icing On The Cupcake
September 5, 2022
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A new shared location with a popular cupcake shop has reversed the credit union’s fortunes in San Ramon, CA, where one branch is now serving members better than two were previously.
Fight Fraud With Connected Experiences
August 29, 2022
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Credit unions must invest in data to intelligently protect and serve members.
Prioritizing Member Service In P2P Transfers
August 8, 2022
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It’s time for credit unions to take the best of Zelle and Venmo and put their own spin on those platforms.
When Banks Left The Community, Honor Credit Union Stepped In
August 8, 2022
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After Huntingdon Bank closed several branches where the credit union has a presence, Honor purchased five of those locations so those communities wouldn’t be banking deserts.
Remaining Competitive Through Digital Lending
August 1, 2022
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Credit union lending is expected to continue to grow for at least the remainder of this year, but institutions need a digital-first solution if they hope to compete.
Paying Loans Shouldn’t Be Difficult
July 25, 2022
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Paying loans shouldn’t be difficult. The easier it is to pay your loans, the more likely you will have on-time payments and payers that want to do more banking with you.
Impact Strategies From July 2022
July 25, 2022
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A look back at stories from the last month showcasing how credit unions are making a difference in ways that go way beyond just banking.
Banking By Appointment: Leveraging New Technologies To Better Serve Members
July 11, 2022
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A growing number of credit unions are using appointment scheduling to manage staff more effectively and better meet consumers’ needs.
Hello, Venmo (Goodbye, Checking Account)
July 11, 2022
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Gen Z sees the P2P payments service as more than just a way to split the cost of a night out – it’s also a social platform and de facto checking account.
Fintech Adoption On The Rise
July 11, 2022
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Consumers are taking to fintech at a rapid pace, according to a recent study, with those age 56 and older representing the fastest-growing user demographic.
For Patelco, Growth Is The Icing On The Cupcake
A new shared location with a popular cupcake shop has reversed the credit union’s fortunes in San Ramon, CA, where one branch is now serving ...
Fight Fraud With Connected Experiences
Credit unions must invest in data to intelligently protect and serve members.
Prioritizing Member Service In P2P Transfers
It’s time for credit unions to take the best of Zelle and Venmo and put their own spin on those platforms.
When Banks Left The Community, Honor Credit Union Stepped In
After Huntingdon Bank closed several branches where the credit union has a presence, Honor purchased five of those locations so those communities wouldn’t be banking ...
Remaining Competitive Through Digital Lending
Credit union lending is expected to continue to grow for at least the remainder of this year, but institutions need a digital-first solution if they ...
Paying Loans Shouldn’t Be Difficult
Paying loans shouldn’t be difficult. The easier it is to pay your loans, the more likely you will have on-time payments and payers that want ...
Impact Strategies From July 2022
A look back at stories from the last month showcasing how credit unions are making a difference in ways that go way beyond just banking.
Banking By Appointment: Leveraging New Technologies To Better Serve Members
A growing number of credit unions are using appointment scheduling to manage staff more effectively and better meet consumers’ needs.
Hello, Venmo (Goodbye, Checking Account)
Gen Z sees the P2P payments service as more than just a way to split the cost of a night out – it’s also a ...
Fintech Adoption On The Rise
Consumers are taking to fintech at a rapid pace, according to a recent study, with those age 56 and older representing the fastest-growing user demographic.
Browse Topics
Credit Human Redefines ‘Green’ In The Heart Of Texas
Savana Morie
The credit union completed a three acre headquarters campus in 2021 that offers 52% more space while consuming a fraction of the resources. It’s a model of how cooperatives can lead on sustainability without sacrificing performance.
CDFIs By The Numbers
Omar Shalabi
CDFI credit unions might be fewer in number, but their impact reaches millions of members, and their footprint highlights how targeted mission can translate into broad, measurable reach.
Serving The Underserved Without Accepting Preventable Fraud Losses
Callahan & Associates
Preventable fraud losses quietly erode credit union margins. The difference between a 25% and 6% loss rate isn’t risk. It’s execution.
Inside An In-School Model That Links Classrooms With College And Careers
Savana Morie
Holy Rosary Credit Union has embedded itself into a local high school’s career and technical education program, offering scholarships, internships, and courses eligible for college credit.
6 Credit Union Executive Priorities For 2026
Jay Johnson
Credit union leaders want to know where peers are placing their focus. These six priorities reflect how leadership teams are responding to change with intention and clarity.
What’s Next For Credit Union Earnings?
Omar Shalabi
As margin support begins to fade, earnings performance is becoming more sensitive to revenue mix and harder to interpret through public reporting alone.
The Great Wealth Transfer Is Also A Relationship Transfer
Savana Morie
Harvard FCU combines digital estate planning with human financial guidance to support positive, proactive wealth transfer across generations.
The Lending Lag Is Real, And Here’s What Smaller Credit Unions Can Do About It
Callahan & Associates
Discover how small to midsize credit unions can weather the economic headwinds hitting their communities right now.
Fresh Risks For Financial Markets
Jason Haley
Look beyond the headlines to better understand what is driving current market trends and how they could impact credit union investment portfolios.
What’s In A Name: AVP Of Member Insights
Aaron Passman
At Service Credit Union, Dave Widener connects data, strategy, and culture to shape better outcomes for members.