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.
Stepping Into The Branch And Out Of The Comfort Zone
June 9, 2025
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A front-line immersive experience provides a new lens on training and employee experience for a longtime executive.
What ‘Affordability’ Really Means In Today’s Housing Market
June 2, 2025
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From rent-to-income ratios to indexed pricing, credit unions can use housing data to better understand how costs affect financial wellbeing and lending risk at the ground level.
Futureproof Your Credit Union: Transform Your Membership
May 28, 2025
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Join JR Pierman as he demonstrates how ASAPP Financial Technology can create seamless, personalized experiences across all touchpoints through advanced omnichannel solutions.
What’s In A Name: Chief Delivery Officer
May 19, 2025
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Need to optimize service delivery and member experience across branches and digital services? Maybe it’s time for a chief delivery officer.
Activating Growth: How Seamless Digital Account Opening Unlocks Younger Demographics, Member Engagement, and Operational Efficiency
May 14, 2025
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Community Financial Credit Union, a $1.5B institution with over 83,000 members across Michigan, is on a mission to uplift its community, reach younger demographics, and deepen member relationships. By modernizing its digital account opening experience with MANTL, Community Financial doubled its approval rate, eliminated fraud in the onboarding process, and created a frictionless member
UVA Community Credit Union Tackles Teen Banking
May 12, 2025
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The credit union integrates financial education with products tailored to young people to help these members build confidence and independence.
Basic Checking Gets A Competitive Upgrade
May 12, 2025
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Boost loyalty with lifestyle checking accounts that offer perks like telehealth, ID protection, and travel discounts.
Great MX Doesn’t Just Happen — It Takes A Cross-Functional Team
May 5, 2025
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A two-pronged testing process at TruStone Financial ensures a seamless member experience as the credit union rolls out new digital tools.
Uncover Hidden Barriers And Build Stronger Member Loyalty
May 5, 2025
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How credit unions can detect and resolve digital friction to retain members.
Stepping Into The Branch And Out Of The Comfort Zone
A front-line immersive experience provides a new lens on training and employee experience for a longtime executive.
What ‘Affordability’ Really Means In Today’s Housing Market
From rent-to-income ratios to indexed pricing, credit unions can use housing data to better understand how costs affect financial wellbeing and lending risk at the ...
Futureproof Your Credit Union: Transform Your Membership
Join JR Pierman as he demonstrates how ASAPP Financial Technology can create seamless, personalized experiences across all touchpoints through advanced omnichannel solutions.
What’s In A Name: Chief Delivery Officer
Need to optimize service delivery and member experience across branches and digital services? Maybe it’s time for a chief delivery officer.
Activating Growth: How Seamless Digital Account Opening Unlocks Younger Demographics, Member Engagement, and Operational Efficiency
Community Financial Credit Union, a $1.5B institution with over 83,000 members across Michigan, is on a mission to uplift its community, reach younger demographics, and ...
UVA Community Credit Union Tackles Teen Banking
The credit union integrates financial education with products tailored to young people to help these members build confidence and independence.
Basic Checking Gets A Competitive Upgrade
Boost loyalty with lifestyle checking accounts that offer perks like telehealth, ID protection, and travel discounts.
Great MX Doesn’t Just Happen — It Takes A Cross-Functional Team
A two-pronged testing process at TruStone Financial ensures a seamless member experience as the credit union rolls out new digital tools.
Uncover Hidden Barriers And Build Stronger Member Loyalty
How credit unions can detect and resolve digital friction to retain members.
Browse Topics
Engagement Is Not A Perk. It Is A Strategy.
A. Jerome Fowlkes
Langley FCU asked what it would take to be a truly exceptional workplace, and it shares four ways to get there.
Trust Still Has An Address
Callahan & Associates
In the age of smartphones and smartwatches, a strong physical branch network builds trust and credibility.
How Inflation Changed Credit Union Member Behavior
Andrew Lepczyk
Inflation has cooled, but its aftereffects still shape how credit union members spend, save, borrow, and relate to their credit union.
What’s In A Name: Chief Strategic Enablement Officer
Savana Morie
Risk gets a rebrand — and a bigger mandate — at MSUFCU, where a Strategic Enablement department helps initiatives move forward while keeping the organization safe and sound.
Aging Is An Adventure At My Credit Union
Aaron Passman
A 55+ member club is helping the Minnesota cooperative strengthen long term relationships, support active aging, and rethink how it serves members later in life.
How A Child Savings Account Program Is Shaping Futures In Harbor Beach
Savana Morie
A public-private partnership in Michigan aims to influence opportunities after high school via a child savings account that provides yearly deposits and every reason to imagine what comes after graduation.
A Short Guide To Compliance With The New Succession Planning Rule
Jennie Boden
Check all the right boxes while tying your credit union compliance efforts to strategy.
The Opportunity For Credit Unions In NCUA’s New Succession Planning Rule
Jennie Boden
Make your succession plan strategic and give it ‘teeth’ to reap the benefits of stronger governance and more effective C-suite leadership.
Manufactured Homes Help Close The Housing Affordability Gap
Aaron Passman
Lower prices and better amenities are making pre-built homes an appealing option for credit unions looking to bolster their balance sheet and borrowers stymied by the affordable housing crisis.
How Prepared Are U.S. Workers For Retirement? The Answer Is, ‘Not Well.’
Andrew Lepczyk
Data from Vanguard shows retirement preparation declines with age, leaving no generation fully ready. The gap presents both a challenge and an opportunity for credit unions.