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.
Teachers Shares Stories From A COVID-19 Hotspot
June 8, 2020
No Comments
Masks in hand, one of New York’s largest credit unions is now in a phased reopening process.
How Financial Center First Ramped Up Their Payments Platform
June 1, 2020
No Comments
Lower wait times and more self-service options result in higher member satisfaction.
CommonWealth One Makes The Most Of Staying At Home
May 26, 2020
No Comments
Employees and employer benefit from homegrown e-learning initiative.
Video Banking Comes Of Age In The Time Of COVID-19
May 25, 2020
No Comments
Service options that offer a personal touch at a safe distance are gaining in popularity among members and those who serve them.
Culture Managers And Heart Taps Mark Lobby Reopening At Blue FCU
May 18, 2020
No Comments
The Wyoming-Colorado credit union is striving to maintain safety and culture as it works to restore operations.
How The Pandemic Is Reshaping The Future Of Member Service At Tucson FCU
May 12, 2020
No Comments
After notching successes in appointment-only lobbies and automated services, the Arizona cooperative is rethinking hours, services availability, communications, and more.
Canvas Credit Union Says “No B.S.” Here
May 11, 2020
No Comments
The Colorado credit union has pushed out an edgy campaign that puts a playful touch on the help it’s offering in serious times.
Leaders Goes First In West Tennessee Reopening
May 7, 2020
No Comments
With precautions in place, the Jackson cooperative opened its lobby doors again on April 27.
What’s In A Name: UX Research And Design
May 4, 2020
No Comments
A special team at BECU delves into digital to tackle user experience at the big cooperative.
4 CXOs Talk About What Today’s Member Experience Looks Like
May 4, 2020
No Comments
The COVID-19 pandemic has presented new challenges and opportunities as well as changed some priorities.
Teachers Shares Stories From A COVID-19 Hotspot
Masks in hand, one of New York’s largest credit unions is now in a phased reopening process.
How Financial Center First Ramped Up Their Payments Platform
Lower wait times and more self-service options result in higher member satisfaction.
CommonWealth One Makes The Most Of Staying At Home
Employees and employer benefit from homegrown e-learning initiative.
Video Banking Comes Of Age In The Time Of COVID-19
Service options that offer a personal touch at a safe distance are gaining in popularity among members and those who serve them.
Culture Managers And Heart Taps Mark Lobby Reopening At Blue FCU
The Wyoming-Colorado credit union is striving to maintain safety and culture as it works to restore operations.
How The Pandemic Is Reshaping The Future Of Member Service At Tucson FCU
After notching successes in appointment-only lobbies and automated services, the Arizona cooperative is rethinking hours, services availability, communications, and more.
Canvas Credit Union Says “No B.S.” Here
The Colorado credit union has pushed out an edgy campaign that puts a playful touch on the help it’s offering in serious times.
Leaders Goes First In West Tennessee Reopening
With precautions in place, the Jackson cooperative opened its lobby doors again on April 27.
What’s In A Name: UX Research And Design
A special team at BECU delves into digital to tackle user experience at the big cooperative.
4 CXOs Talk About What Today’s Member Experience Looks Like
The COVID-19 pandemic has presented new challenges and opportunities as well as changed some priorities.
Browse Topics
The Merchant Services Advantage For Credit Unions
Callahan & Associates
Payment capabilities increasingly shape how business owners evaluate their primary financial institution
Coffee And A Smile? Not Good Enough.
Aaron Passman
Coffee and a smile still matter — they’re just not enough. That’s why credit unions are redefining member experience across digital, data, and the entire organization.
6 Takes On Today’s Member Experience: Andre Vygnansk
Marc Rapport
The CXO of OUR Credit Union talks about what’s changed, what’s stayed the same, and what matters most as the industry evolves.
Don’t Wait For Data. FirstLook Analysis Is Available Today.
Callahan & Associates
Callahan & Associates provides an early look at quarterly performance results. Sneak a peek at the latest trends here.
6 Takes On Today’s Member Experience: Stacy Armijo
Marc Rapport
The CXO of Amplify Credit Union talks about what’s changed, what’s stayed the same, and what matters most as the industry evolves.
6 Takes On Today’s Member Experience: Inna Sprague
Marc Rapport
The CXO of Teachers FCU talks about what’s changed, what’s stayed the same, and what matters most as the industry evolves.
Closing The “Confidence Gap:” Using Segmentation To Deepen Member Loyalty
Callahan & Associates
Credit unions can’t deepen loyalty with a one-size-fits-all experience. Life-stage segmentation helps institutions build relevance, confidence, and trust.
6 Takes On Today’s Member Experience: Kim Riley
Marc Rapport
The CXO of Wright-Patt Credit Union talks about what’s changed, what’s stayed the same, and what matters most as the industry evolves.
When Everyone Owns The Member Experience, No One Does
Marc Rapport
Shared ownership can quietly fracture a member journey. FORUM Credit Union leans on clear accountability to keep channels aligned.
6 Takes On Today’s Member Experience
Marc Rapport
Member experience leaders talk about what’s changed, what’s stayed the same, and what matters most as the industry evolves.