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.
Future Proofing: How to Attract Next Generation Members in the Digital Age
December 9, 2020
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Tune in for an insightful panel discussion among leaders from financial technology company Splash Financial, First Tech Federal Credit Union and CMFG Ventures/CUNA Mutual Group to learn how credit unions are remaining competitive while growing digitally.
Service When, And Where, It Suits The Member
November 23, 2020
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DuPage Credit Union has offered online appointment scheduling for nearly 18 months, but the arrival of the novel coronavirus earlier this spring pushed the cooperative to rethink the necessity of face-to-face engagements.
12,000 Appointments. 5 Months. 1 In-House Tool.
November 23, 2020
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Offering appointments was no new perk at Northwest Community Credit Union, but a new tool developed internally in response to new lobby operations took member service to a whole new level.
Online Scheduling Tools: 3 Stories Of Deployment And Adoption
November 23, 2020
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Credit union leaders talk about the day-to-day operation of their systems; the past, present, and future benefits of appointment scheduling; and more.
A Strategy To Combat COVID-19 In 5 Weeks Or Less
November 20, 2020
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When the novel coronavirus forced the lobby closure of Discovery FCU’s lone branch, the Pennsylvania credit union fought back with the rapid deployment of an appointment scheduling and lobby management system.
The Digital Member Experience: What To Expect In 2021
November 18, 2020
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The pandemic and the resulting economic conditions has accelerated the pace of credit union digital transformation. However, what can be expected in 2021 when it comes to member engagement and expectations?
How To Convert Members To Digital During A Pandemic
November 16, 2020
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Iterative changes drive digital growth at Truliant and Canvas credit unions.
How To Convert Members To Digital During A Pandemic
November 16, 2020
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Iterative changes drive digital growth at Truliant and Canvas credit unions.
Managing Credit Cards During Uncertain Times
November 4, 2020
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Join Elan to hear how we’ve helped our credit union partners during these uncertain times.
Future Proofing: How to Attract Next Generation Members in the Digital Age
Tune in for an insightful panel discussion among leaders from financial technology company Splash Financial, First Tech Federal Credit Union and CMFG Ventures/CUNA Mutual Group ...
Service When, And Where, It Suits The Member
DuPage Credit Union has offered online appointment scheduling for nearly 18 months, but the arrival of the novel coronavirus earlier this spring pushed the cooperative ...
12,000 Appointments. 5 Months. 1 In-House Tool.
Offering appointments was no new perk at Northwest Community Credit Union, but a new tool developed internally in response to new lobby operations took member ...
Online Scheduling Tools: 3 Stories Of Deployment And Adoption
Credit union leaders talk about the day-to-day operation of their systems; the past, present, and future benefits of appointment scheduling; and more.
A Strategy To Combat COVID-19 In 5 Weeks Or Less
When the novel coronavirus forced the lobby closure of Discovery FCU’s lone branch, the Pennsylvania credit union fought back with the rapid deployment of an ...
The Digital Member Experience: What To Expect In 2021
The pandemic and the resulting economic conditions has accelerated the pace of credit union digital transformation. However, what can be expected in 2021 when it ...
How To Convert Members To Digital During A Pandemic
Iterative changes drive digital growth at Truliant and Canvas credit unions.
How To Convert Members To Digital During A Pandemic
Iterative changes drive digital growth at Truliant and Canvas credit unions.
Managing Credit Cards During Uncertain Times
Join Elan to hear how we've helped our credit union partners during these uncertain times.
Browse Topics
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.
At Cardinal Credit Union, Small Investments Offer Big Financial Lessons
Aaron Passman
The Ohio-based cooperative has partnered with a fintech to offer fractional investing as part of its financial education curriculum in local schools.
How Compensation Blind Spots Impact CEO Retention And Succession
Callahan & Associates
Seven questions credit union board members should ask to ensure alignment on executive benefit plan goals.
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.