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.
Trigger Words And Complaint Resolution At A Florida Credit Union
July 26, 2019
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In the age of chatbots and virtual assistants, frustrated members respond to a human touch — and ear.
A Matrix To Temper Risk And Break The One-Size-Fits-All Approach To Funds Availability
July 23, 2019
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Nusenda Credit Union’s funds availability formula boosts member service by exceeding regulated minimums and treating outliers as outside the norm.
How To Keep The Credit Union’s Beating Heart Running During A CEO Change
July 15, 2019
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Lisa Ginter became CEO of CommunityAmerica in 2015. She knew that while some changes were needed, there was also plenty worth saving.
Journey Mapping, Analytics In Action, And A 16-System Conversion
July 15, 2019
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Five can’t-miss data points this week on CreditUnions.com
7 Strategies To Support Self-Service
July 8, 2019
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Technology tips to lower call center volumes and deepen interactions with members.
Neustar’s Inbound Authentication Eliminates Member Friction
July 8, 2019
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Callers are identified and cleared or cornered before ever getting to a live human agent.
The Leaders In Online Banking Penetration
July 8, 2019
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Expanding electronic services is another way credit unions provide more convenience and value for their members. Which institutions lead the way in online banking usage?
Best Of June 2019
July 2, 2019
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Based on June traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.
Kony DBX Adds New Level Of Consumer And Technology Integration
June 24, 2019
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Kony DBX applications remove the digital wall between members and their credit unions, creating a one-to-one member experience.
5 Ways To Provide A Winning Member Experience
June 24, 2019
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These key do’s and don’ts will help any credit union build a superior member experience program in a snap.
Trigger Words And Complaint Resolution At A Florida Credit Union
In the age of chatbots and virtual assistants, frustrated members respond to a human touch — and ear.
A Matrix To Temper Risk And Break The One-Size-Fits-All Approach To Funds Availability
Nusenda Credit Union’s funds availability formula boosts member service by exceeding regulated minimums and treating outliers as outside the norm.
How To Keep The Credit Union’s Beating Heart Running During A CEO Change
Lisa Ginter became CEO of CommunityAmerica in 2015. She knew that while some changes were needed, there was also plenty worth saving.
Journey Mapping, Analytics In Action, And A 16-System Conversion
Five can't-miss data points this week on CreditUnions.com
7 Strategies To Support Self-Service
Technology tips to lower call center volumes and deepen interactions with members.
Neustar’s Inbound Authentication Eliminates Member Friction
Callers are identified and cleared or cornered before ever getting to a live human agent.
The Leaders In Online Banking Penetration
Expanding electronic services is another way credit unions provide more convenience and value for their members. Which institutions lead the way in online banking usage?
Best Of June 2019
Based on June traffic (and our editorial instincts), here are the top articles and blogs that appeared on CreditUnions.com.
Kony DBX Adds New Level Of Consumer And Technology Integration
Kony DBX applications remove the digital wall between members and their credit unions, creating a one-to-one member experience.
Browse Topics
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.
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.
What’s In A Name: Vice President Of History & 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?
5 Ways To Provide A Winning Member Experience