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.
2026 Innovation Series: Digital Member Engagement
March 25, 2026
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Come and find the newest member engagement innovations in the credit union space
2026 Innovation Series: Employee Enablement For Better Member Experience
March 23, 2026
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Come and find the newest member experience innovations in the credit union space
Trust Still Has An Address
March 16, 2026
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In the age of smartphones and smartwatches, a strong physical branch network builds trust and credibility.
How Lake Trust Turns Member Experiences Into Brand Strategy
March 2, 2026
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From where stories come from to how they’re produced and distributed, Lake Trust shares how authentic member narratives strengthen its brand and show what “positive impact” looks like in action.
How An Internal Storyteller Fuels Member Growth At Navy Federal
March 2, 2026
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An expert in user experience turns complex problems and opportunities into narratives that guide leaders toward confident decisions and growth-focused investment.
Meet The Finalists For The 2026 Innovation Series: Fraud Prevention And Resolution
February 23, 2026
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This year’s Innovation Series returns with bigger impact and broader horizons. Since 2018, this annual showcase has spotlighted forward-thinking solutions by giving innovators a stage to share ideas, demonstrate solutions, and spark meaningful change.
A New Product Playbook Is Driving Change At Premier Credit Union
February 9, 2026
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A dedicated product development team at the Iowa cooperative is improving enterprise alignment and execution, helping translate ideas into offerings that reflect how members actually engage with the credit union.
Meet The Finalists For The 2026 Innovation Series: AI-Powered Member Experience
February 9, 2026
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This year’s finalists are reimagining how credit unions can use AI to combine cutting-edge technology with old-school member service.
When Members Don’t Turn To FIs, They Turn To Friends And Family
February 9, 2026
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Financial advice comes in many forms. How can credits union make sure they are the No. 1 choice for their members?
Setting Up Memberships for Minors: A Panel for Credit Unions
January 28, 2026
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Hear from Boucoup and WECU as they discuss what worked and what didn’t for family banking in the credit union space.
2026 Innovation Series: Digital Member Engagement
Come and find the newest member engagement innovations in the credit union space
2026 Innovation Series: Employee Enablement For Better Member Experience
Come and find the newest member experience innovations in the credit union space
Trust Still Has An Address
In the age of smartphones and smartwatches, a strong physical branch network builds trust and credibility.
How Lake Trust Turns Member Experiences Into Brand Strategy
From where stories come from to how they’re produced and distributed, Lake Trust shares how authentic member narratives strengthen its brand and show what “positive ...
How An Internal Storyteller Fuels Member Growth At Navy Federal
An expert in user experience turns complex problems and opportunities into narratives that guide leaders toward confident decisions and growth-focused investment.
Meet The Finalists For The 2026 Innovation Series: Fraud Prevention And Resolution
This year’s Innovation Series returns with bigger impact and broader horizons. Since 2018, this annual showcase has spotlighted forward-thinking solutions by giving innovators a stage ...
A New Product Playbook Is Driving Change At Premier Credit Union
A dedicated product development team at the Iowa cooperative is improving enterprise alignment and execution, helping translate ideas into offerings that reflect how members actually ...
Meet The Finalists For The 2026 Innovation Series: AI-Powered Member Experience
This year's finalists are reimagining how credit unions can use AI to combine cutting-edge technology with old-school member service.
When Members Don’t Turn To FIs, They Turn To Friends And Family
Financial advice comes in many forms. How can credits union make sure they are the No. 1 choice for their members?
Setting Up Memberships for Minors: A Panel for Credit Unions
Hear from Boucoup and WECU as they discuss what worked and what didn’t for family banking in the credit union space.
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?