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.
Tips To Turn 2021 Into A Banner Year For Employee Engagement
March 1, 2021
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Taking better care of employees and increasing engagement after a difficult 2020 is on the minds of many credit union professionals. Four leaders share how they are building productive, happy teams.
2021 Innovation Series: Innovations in Member Experience
February 25, 2021
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Member Experience is top of mind for most credit unions right now. Are you looking for programs and initiatives to empower and better serve your members? Are you just interested in seeing what’s hot in member experience technology right now?
Meet The Member Experience Finalists For The 2021 Innovation Series
February 22, 2021
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The user-friendly digital tools presented by this year’s solutions provide inventive ways for credit unions to offer a smart, interactive member experience.
Steve Bugg On What’s To Come In 2021
February 16, 2021
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The CEO of Great Lakes Credit Union offers lessons on pandemic response, silver linings, and the foundation of credit union success.
2021 Innovation Series: Innovations In Mobile
February 16, 2021
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The mobile landscape is constantly changing. Members expect solutions that meet their evolving needs — and they expect them right now. Are you looking for solutions to help you operate more efficiently and better serve members? Or maybe just interested in seeing what’s hot in mobile right now?
Delayed Branch Opening. Deeper Community Connections.
February 15, 2021
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The coronavirus forced Abound FCU to push back a new branch opening and rethink its approach to meeting members and building community connections.
Kathy Duvall On What’s To Come In 2021
February 15, 2021
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The CEO of SF Fire Credit Union talks about seamless experiences, digital optimization, and operational agility in today’s environment.
Dave Larson On What’s To Come In 2021
February 15, 2021
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The CEO of Affinity Plus FCU talks about mission, good begetting good, and leaping forward in the next year.
3 Leaders Weigh In On What’s To Come In 2021
February 15, 2021
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2020 was a complicated year. But it offered plenty of lessons for leaders and has set the stage for an important 2021.
Meet The Mobile Finalists For The 2021 Innovation Series
February 15, 2021
No Comments
This year’s solutions allow credit unions to integrate functionalities and compete with big banks and fintechs alike.
Tips To Turn 2021 Into A Banner Year For Employee Engagement
Taking better care of employees and increasing engagement after a difficult 2020 is on the minds of many credit union professionals. Four leaders share how ...
2021 Innovation Series: Innovations in Member Experience
Member Experience is top of mind for most credit unions right now. Are you looking for programs and initiatives to empower and better serve your ...
Meet The Member Experience Finalists For The 2021 Innovation Series
The user-friendly digital tools presented by this year’s solutions provide inventive ways for credit unions to offer a smart, interactive member experience.
Steve Bugg On What’s To Come In 2021
The CEO of Great Lakes Credit Union offers lessons on pandemic response, silver linings, and the foundation of credit union success.
2021 Innovation Series: Innovations In Mobile
The mobile landscape is constantly changing. Members expect solutions that meet their evolving needs — and they expect them right now. Are you looking for ...
Delayed Branch Opening. Deeper Community Connections.
The coronavirus forced Abound FCU to push back a new branch opening and rethink its approach to meeting members and building community connections.
Kathy Duvall On What’s To Come In 2021
The CEO of SF Fire Credit Union talks about seamless experiences, digital optimization, and operational agility in today’s environment.
Dave Larson On What’s To Come In 2021
The CEO of Affinity Plus FCU talks about mission, good begetting good, and leaping forward in the next year.
3 Leaders Weigh In On What’s To Come In 2021
2020 was a complicated year. But it offered plenty of lessons for leaders and has set the stage for an important 2021.
Meet The Mobile Finalists For The 2021 Innovation Series
This year’s solutions allow credit unions to integrate functionalities and compete with big banks and fintechs alike.
Browse Topics
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.
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.
What’s In A Name: Vice President Of History And 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?