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.
Providing A Seamless Member Experience Through Digital Innovation
May 19, 2021
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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
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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
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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
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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
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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
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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
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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
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The pandemic has changed the way Americans use cards. That behavior might never be the same.
A Year Later: What’s Here To Stay And What’s Next In Payments
April 5, 2021
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Now’s the time to make sure all payments channels work together as a “new normal” emerges.
Engaging Your Cardmembers With A Slick And Secure Credit Card Mobile Application
April 5, 2021
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Meeting consumer expectations can be achieved in partnership with a technology partner in tune with these times.
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.
A Year Later: What’s Here To Stay And What’s Next In Payments
Now’s the time to make sure all payments channels work together as a “new normal” emerges.
Engaging Your Cardmembers With A Slick And Secure Credit Card Mobile Application
Meeting consumer expectations can be achieved in partnership with a technology partner in tune with these times.
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?