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.
What’s In A Name: AVP Of Optimization
October 19, 2020
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Wes Girling adds user design expertise and project coordination to product development and process improvement at State Employees Credit Union of Maryland.
A Digital Transformation Journey: Success Is In The Details
October 19, 2020
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Unitus Community Credit Union partners with Vertifi Software to resolve mobile deposit pain points and more.
New Branch Strategies For A New 2020
October 19, 2020
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Credit unions have made deposit and market share gains during the year; now, many must re-evaluate their branch channels as they work to better align products and services with the changing needs of members.
6 Months Going On 6 Years: The New Normal At TwinStar
October 12, 2020
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The Washington cooperative is making short-term changes with an eye toward long-term consequences when it comes to remote work.
Why Credit Unions Should Lead With Purpose
October 6, 2020
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Join Callahan & Associates for an informative webinar that highlights why leading with purpose is critically important for credit unions to stay relevant in a highly competitive financial services marketplace.
Langley Offers ‘Leigh’ Way To Boost Member Service
October 5, 2020
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Easily deployed chatbot learns as it goes, saved several thousand phone calls in its first weeks.
CU Guide: Keeping Members At The Center Of Your Digital Transformation
October 5, 2020
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People-focused innovation will empower credit unions to grow virtual channel use post-pandemic.
How Digital Offerings Can Help Ease Member Stress
October 5, 2020
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Contactless and card-not-present payments soar as pandemic continues. Credit unions need to provide those options.
Viral Catastrophe. Digital Response.
October 5, 2020
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A new normal in the age of COVID is taking shape. Now, five credit union leaders share what the pandemic has taught them and what they’re doing with that knowledge.
Pandemic Or Not, Here Comes The New HQ
September 15, 2020
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How United and Blue federal credit unions completed construction on their new headquarters with little or no delay.
What’s In A Name: AVP Of Optimization
Wes Girling adds user design expertise and project coordination to product development and process improvement at State Employees Credit Union of Maryland.
A Digital Transformation Journey: Success Is In The Details
Unitus Community Credit Union partners with Vertifi Software to resolve mobile deposit pain points and more.
New Branch Strategies For A New 2020
Credit unions have made deposit and market share gains during the year; now, many must re-evaluate their branch channels as they work to better align ...
6 Months Going On 6 Years: The New Normal At TwinStar
The Washington cooperative is making short-term changes with an eye toward long-term consequences when it comes to remote work.
Why Credit Unions Should Lead With Purpose
Join Callahan & Associates for an informative webinar that highlights why leading with purpose is critically important for credit unions to stay relevant in a ...
Langley Offers ‘Leigh’ Way To Boost Member Service
Easily deployed chatbot learns as it goes, saved several thousand phone calls in its first weeks.
CU Guide: Keeping Members At The Center Of Your Digital Transformation
People-focused innovation will empower credit unions to grow virtual channel use post-pandemic.
How Digital Offerings Can Help Ease Member Stress
Contactless and card-not-present payments soar as pandemic continues. Credit unions need to provide those options.
Viral Catastrophe. Digital Response.
A new normal in the age of COVID is taking shape. Now, five credit union leaders share what the pandemic has taught them and what ...
Pandemic Or Not, Here Comes The New HQ
How United and Blue federal credit unions completed construction on their new headquarters with little or no delay.
Browse Topics
How A Florida Credit Union Rebuilt Retention After The Great Resignation
Marc Rapport
Longer onboarding, focus groups, and peer leadership help Community First retain strong employees year after year.
What’s In A Name: Chief Efficiency Officer
Savana Morie
Kelli Wisner-Frank serves as the linchpin between finance and innovation at Community Choice Credit Union, aligning automation, smarter processes, and cost discipline to turn front-line fixes into bottom-line wins.
How SWBC’s Contact Center Solutions Help Financial Institutions Stay Connected
Callahan & Associates
Delivering human-centered service in a digital world is no longer a luxury for credit union contact centers — it’s a necessity.
Amanda Garabedian On Leadership
Savana Morie
The CEO of Adventure Credit Union shares tips to maintain credibility amid rapid executive turnover and organizational change.
FedChoice Is Ready For The Next Government Shutdown – Whenever It Comes
Aaron Passman
A cross-functional team comprising nearly 20% of staff helped the Maryland-based credit union manage the crisis while staying focused on helping members.
Financial Nihilism Is Real, But How Can Credit Unions Respond?
Andrew Lepczyk
When money stops making sense, people suffer a crisis of financial confidence. Now’s the time to reconnect with members to help them establish long-term stability.
Exit Interview: Cheryl Sio, MembersAlliance Credit Union
Marc Rapport
From the teller line to the corner office, CEO Cheryl Sio’s story spans five decades of industry transformation and enduring leadership lessons.
What Was Once A Safe Corner Of Credit Union Portfolios Is Now A Source Of Pain
Callahan & Associates
Structured protection strategies provide potentially higher long-term total returns than bonds while muting the volatility and downside risk traditionally associated with equities.
Jim Morrell On Leadership
Aaron Passman
The CEO of Peninsula Community Federal Credit Union highlights how active listening and lessons from the basket ball court shape a culture of inclusive banking that serves members and employees.
2026 Begins With Market Sentiment Similar To 2025
Jason Haley
Look beyond the headlines to better understand what is driving current market trends and how they could impact credit union investment portfolios.