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.
Windows 7, Fintechs, A New Mobile App
October 7, 2019
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Five can’t-miss data points this week on CreditUnions.com.
ATM Suppliers Dish As Windows 7 Deadline Draws Near
October 7, 2019
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Credit unions must decide how to handle the security and operations future of their ATMs.
From Systems To Human-Centered Designs
October 7, 2019
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Examine workflows with an eye toward making people the center of the process.
Lumin Digital Powers Personalization And Engagement
September 30, 2019
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The PSCU subsidiary built a new platform from scratch that allows credit unions to compete with digital agility, analytics, and cost-efficiency.
The Banker Will See You Now
September 23, 2019
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Online appointment scheduling and in-branch queuing are helping credit union members make the most of their spare time.
Robotics, In-Branch Technology, Loan Production
September 23, 2019
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Five can’t-miss data points this week on CreditUnions.com.
How A $40B Institution Treats 2.4M Members
September 16, 2019
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By concentrating on member service, State Employees’ Credit Union has forged a path to continued growth.
Branching Evolves As Membership Grows
September 6, 2019
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New takes on service delivery at U.S. credit unions increase operational efficiencies and attract new members.
What’s In A Name: Vice President Of Member Experience
September 3, 2019
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Charlie Allen digs deep into the everyday interactions between employees and members to uncover ways to improve processes at a department level.
Beyond The Flip Chart: 2 Credit Unions’ Approach To Journey Mapping The Member Experience.
August 27, 2019
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UNFCU and All In take consultative and do-it-yourself paths, respectively, to achieve better internal processes and member service.
Windows 7, Fintechs, A New Mobile App
Five can't-miss data points this week on CreditUnions.com.
ATM Suppliers Dish As Windows 7 Deadline Draws Near
Credit unions must decide how to handle the security and operations future of their ATMs.
From Systems To Human-Centered Designs
Examine workflows with an eye toward making people the center of the process.
Lumin Digital Powers Personalization And Engagement
The PSCU subsidiary built a new platform from scratch that allows credit unions to compete with digital agility, analytics, and cost-efficiency.
The Banker Will See You Now
Online appointment scheduling and in-branch queuing are helping credit union members make the most of their spare time.
Robotics, In-Branch Technology, Loan Production
Five can’t-miss data points this week on CreditUnions.com.
How A $40B Institution Treats 2.4M Members
By concentrating on member service, State Employees’ Credit Union has forged a path to continued growth.
Branching Evolves As Membership Grows
New takes on service delivery at U.S. credit unions increase operational efficiencies and attract new members.
What’s In A Name: Vice President Of Member Experience
Charlie Allen digs deep into the everyday interactions between employees and members to uncover ways to improve processes at a department level.
Beyond The Flip Chart: 2 Credit Unions’ Approach To Journey Mapping The Member Experience.
UNFCU and All In take consultative and do-it-yourself paths, respectively, to achieve better internal processes and member service.
Browse Topics
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.
What’s In A Name: Chief AI Officer
Aaron Passman
As Hudson Valley Credit Union’s artificial intelligence chief, Preetha Sekharan holds a rare role in the industry, but it’s one that is likely to become far more common in the future.
All Eyes On AI
Aaron Passman
Artificial intelligence for credit unions has moved from a future concept to today’s full-fledged leadership and governance challenge.
The Callahan Guide To The 2026 Final Four
Tony Waltrich
What happens when credit union performance data meets March Madness? Callahan’s proprietary model breaks down state-level results to forecast who takes home the hardware.
A Rewards Program That Relies On Relationships, Not Usage
Savana Morie
Nuvision’s Added Advantage program tracks member engagement across the credit union, then rewards relationships through better pricing and other perks.
Innovations Financial Bets Big On Small Business Lending
Aaron Passman
CDFI grant funding helps the Florida cooperative offer microloans for small businesses after many banks pulled out of its market.
How Marine Credit Union Shifted Its Foundation From Siloed To Symbiotic
Savana Morie
By aligning governance, leadership, and day to day operations, Marine Credit Union transformed its foundation from a parallel operation into a visible extension of the credit union brand.
How Today’s Market Is Stress-Testing Credit Union And Bank Earnings Models
Andrew Lepczyk
Credit union and bank earnings reflect different business objectives. Those differences matter for how financial institutions serve their markets.
How Does BCU Put AI Policy Into Practice?
Marc Rapport
AI governance matters as much as innovation when it comes to AI. Learn how BCU built an AI practice that prioritizes data integrity, risk management, and real world decision making.