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.
New Member Onboarding: Remove Friction And Create Member Delight
May 27, 2021
No Comments
Member Loyalty Group shares insights gleaned from tracking member feedback and sentiment on the topic of onboarding.
Conversations Transform Members’ Finances At Teachers Credit Union
May 24, 2021
No Comments
Top-Level Takeaways Members’ financial health and wellbeing are tied to mission, vision, and values statements at Teachers Credit Union. A formal training program provides guidance to front-line employees on how to build deeper connections during member interactions. Teachers Credit Union ($4.2B, South Bend, IN) ties the health and wellbeing of its members to its mission,
Providing A Seamless Member Experience Through Digital Innovation
May 19, 2021
No Comments
Kal Majmundar, SVP and CTO of Patelco Credit Union and Raj Bandaru, EVP, Member & Support Services, Gesa Credit Union, discuss how they approach digital innovation and what they believe is essential for sustainability and accelerated growth.
How Credit Unions Can Help SMBs Optimize Their Business With Omnichannel And Integrated Payments
May 17, 2021
No Comments
Credit unions can offer what businesses need without the extensive resources that go into internally developing and offering merchant services.
What Has The Pandemic Taught Credit Unions About Branching?
May 17, 2021
No Comments
Senior branch managers from five credit unions share how COVID-19 challenges yielded opportunities to deepen member connections and broaden staff skills through cross-training.
What’s In A Name: Member Experience Researcher
May 3, 2021
No Comments
User experience research helps specialists define and refine the BECU member experience.
Bring In The Staff, Or Leave Them At Home? A View From 7 Credit Unions.
April 19, 2021
No Comments
Leaders from cooperatives rural and urban talk about how they are handling staffing strategy during the pandemic.
Take Command Of Your Online Brand
April 8, 2021
No Comments
First Community couples social media with big-name sponsors, giveaways, and special events to engage members and improve the member experience.
4 Tips To Boost Branch Search Rankings
April 8, 2021
No Comments
Make your credit union’s branches stand out in a sea of search results. Follow these four tips to ensure potential members find your branches when searching online for financial services.
Swipe, Dip, Tap: Contactless Offers A New Way To Pay
April 5, 2021
No Comments
The pandemic has changed the way Americans use cards. That behavior might never be the same.
New Member Onboarding: Remove Friction And Create Member Delight
Member Loyalty Group shares insights gleaned from tracking member feedback and sentiment on the topic of onboarding.
Conversations Transform Members’ Finances At Teachers Credit Union
Top-Level Takeaways Members’ financial health and wellbeing are tied to mission, vision, and values statements at Teachers Credit Union. A formal training program provides guidance ...
Providing A Seamless Member Experience Through Digital Innovation
Kal Majmundar, SVP and CTO of Patelco Credit Union and Raj Bandaru, EVP, Member & Support Services, Gesa Credit Union, discuss how they approach digital ...
How Credit Unions Can Help SMBs Optimize Their Business With Omnichannel And Integrated Payments
Credit unions can offer what businesses need without the extensive resources that go into internally developing and offering merchant services.
What Has The Pandemic Taught Credit Unions About Branching?
Senior branch managers from five credit unions share how COVID-19 challenges yielded opportunities to deepen member connections and broaden staff skills through cross-training.
What’s In A Name: Member Experience Researcher
User experience research helps specialists define and refine the BECU member experience.
Bring In The Staff, Or Leave Them At Home? A View From 7 Credit Unions.
Leaders from cooperatives rural and urban talk about how they are handling staffing strategy during the pandemic.
Take Command Of Your Online Brand
First Community couples social media with big-name sponsors, giveaways, and special events to engage members and improve the member experience.
4 Tips To Boost Branch Search Rankings
Make your credit union's branches stand out in a sea of search results. Follow these four tips to ensure potential members find your branches when ...
Swipe, Dip, Tap: Contactless Offers A New Way To Pay
The pandemic has changed the way Americans use cards. That behavior might never be the same.
Browse Topics
What Makes Good AI Policy? Start With Curiosity And Accountability.
Marc Rapport
As credit unions move from experimentation to adoption, leaders offer firsthand knowledge on what separates weak policies from strong ones that actually work.
Governance And Guardrails Help Credit Unions Navigate AI
Aaron Passman
How Members Cooperative focuses on structure, oversight, and clear expectations to ensure AI supports, not undermines, long term strategy.
What’s In A Name: Chief AI Officer
Aaron Passman
As Hudson Valley Credit Union’s artificial intelligence chief, Preetha Sekharan holds a rare role in the industry, but it’s one that is likely to become far more common in the future.
All Eyes On AI
Aaron Passman
Artificial intelligence for credit unions has moved from a future concept to today’s full-fledged leadership and governance challenge.
The Callahan Guide To The 2026 Final Four
Tony Waltrich
What happens when credit union performance data meets March Madness? Callahan’s proprietary model breaks down state-level results to forecast who takes home the hardware.
A Rewards Program That Relies On Relationships, Not Usage
Savana Morie
Nuvision’s Added Advantage program tracks member engagement across the credit union, then rewards relationships through better pricing and other perks.
Innovations Financial Bets Big On Small Business Lending
Aaron Passman
CDFI grant funding helps the Florida cooperative offer microloans for small businesses after many banks pulled out of its market.
How Marine Credit Union Shifted Its Foundation From Siloed To Symbiotic
Savana Morie
By aligning governance, leadership, and day to day operations, Marine Credit Union transformed its foundation from a parallel operation into a visible extension of the credit union brand.
How Today’s Market Is Stress-Testing Credit Union And Bank Earnings Models
Andrew Lepczyk
Credit union and bank earnings reflect different business objectives. Those differences matter for how financial institutions serve their markets.
How Does BCU Put AI Policy Into Practice?
Marc Rapport
AI governance matters as much as innovation when it comes to AI. Learn how BCU built an AI practice that prioritizes data integrity, risk management, and real world decision making.