Every Member Has A Story. Here’s How To Use Them.
Lessons from five credit unions on using member impact stories to inspire staff and boards, educate members, and add some pizzazz to social media accounts.
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
PSECU Moves MX Up The Org Chart
With all external-facing roles reporting to a central officer, teams are focusing less on function and more on members.
A Different Kind Of ‘Mobile’ Banking
Peoples Advantage’s branch on wheels brings financial services to members who live in regions too rural to sustain a full-service branch.
Member Onboarding For The Digital Age
February 23, 2025
No Comments
People First FCU has worked to create a meaningful onboarding experience for new members without them ever having to visit a branch.
Meet The Finalists For The 2025 Innovation Series: Member Experience
February 12, 2025
No Comments
This year’s finalists offer new ways for credit unions to deepen and solidify relationships with members using AI, cloud-based services, and more.
Meet The Finalists For The 2025 Innovation Series: Financial Wellness
February 11, 2025
No Comments
This year’s financial wellness solutions provide inventive ways for credit unions to help members take control of their financial lives.
The Influence Of Credit Card Rewards On Consumers
February 3, 2025
No Comments
Credit unions must optimize their rewards programs to attract consumers willing to bank with any FI that meets their credit card needs.
Harness Automation To Transform Your Credit Union’s Lending Operations
February 3, 2025
No Comments
Today’s financial landscape demands strategic adjustments and innovative solutions to navigate these turbulent times.
What’s In A Name: Director Of Multicultural Engagement
January 27, 2025
No Comments
Mountain America’s Jennifer Tarazon helps create quality member experiences, no matter a member’s background.
Credit Union Microbranches Serve Far-Flung Communities
January 20, 2025
No Comments
For some members of Tongass FCU, the nearest branch can be a plane ride away. Local “microsites” have improved service for those remote locations.
Credit Unions Step Up As Tax Time Heroes
January 13, 2025
No Comments
Tax season is just around the corner, and two low-income credit unions are gearing up their tax-preparation services.
How ITM Strategy Became A Catalyst For Organizational Growth At Public Service
January 13, 2025
No Comments
Indiana-based Public Service launched ITMs as part of a broader pivot to deepen member service.
4 Takeaways From Day 2 Of Future Branches 2024
December 6, 2024
No Comments
Recruitment and retention, emotional loyalty, and more were key topics during the second day of the Austin event.
Member Onboarding For The Digital Age
People First FCU has worked to create a meaningful onboarding experience for new members without them ever having to visit a branch.
Meet The Finalists For The 2025 Innovation Series: Member Experience
This year's finalists offer new ways for credit unions to deepen and solidify relationships with members using AI, cloud-based services, and more.
Meet The Finalists For The 2025 Innovation Series: Financial Wellness
This year’s financial wellness solutions provide inventive ways for credit unions to help members take control of their financial lives.
The Influence Of Credit Card Rewards On Consumers
Credit unions must optimize their rewards programs to attract consumers willing to bank with any FI that meets their credit card needs.
Harness Automation To Transform Your Credit Union’s Lending Operations
Today’s financial landscape demands strategic adjustments and innovative solutions to navigate these turbulent times.
What’s In A Name: Director Of Multicultural Engagement
Mountain America’s Jennifer Tarazon helps create quality member experiences, no matter a member’s background.
Credit Union Microbranches Serve Far-Flung Communities
For some members of Tongass FCU, the nearest branch can be a plane ride away. Local “microsites” have improved service for those remote locations.
Credit Unions Step Up As Tax Time Heroes
Tax season is just around the corner, and two low-income credit unions are gearing up their tax-preparation services.
How ITM Strategy Became A Catalyst For Organizational Growth At Public Service
Indiana-based Public Service launched ITMs as part of a broader pivot to deepen member service.
4 Takeaways From Day 2 Of Future Branches 2024
Recruitment and retention, emotional loyalty, and more were key topics during the second day of the Austin event.
Browse Topics
Tech-Grown CEOs Share Fintech Partnership Strategies (Part Two)
Marc Rapport
Three more credit union chiefs with tech backgrounds show how they adapt and innovate – and how other cooperatives can, too.
Tech-Grown CEOs Share Fintech Partnership Strategies (Part One)
Marc Rapport
Credit union chiefs with tech backgrounds show how they adapt and innovate – and how other cooperatives can, too.
Virtual Cards: More Than Just A Trend
Callahan & Associates
The next evolution in consumer payments — and credit unions that wait risk falling behind.
Credit Unions, Fintechs Join Forces For Inaugural Event
Savana Morie
Suncoast Credit Union, in partnership with WithClutch and ModernFI, hosted its inaugural Create 2025 summit in May. Attendees included eight credit unions and nine fintech companies.
4 Ways to Make Your Digital Experience Work Harder for Members
Callahan & Associates
Digital experiences must be a direct reflection of the care and service credit unions are known for. Here’s where to start.
Service Credit Union Launches CUSO For Fintech Investments
Savana Morie
The New Hampshire cooperative recently launched Service Ventures, an independent investment arm that aims to work with startups that share a commitment to operational efficiency and member experience.
Elevating the Credit Union Member Experience Through Seamless Digital Identity
Callahan & Associates
Identity continuity helps create frictionless experiences to connect credit unions with every member touchpoint across digital and physical channels.
Digital Wallet Usage Skews Younger, But Becoming More Ubiquitous
Andrew Lepczyk
Those born before 1980 use digital wallets at a lower rate than younger consumers, but adoption levels are nearly equal across income levels.
Best Of 2025 (So Far): Building Vibrant Communities
Aaron Passman
A midyear look back at how credit unions are lifting up their communities in ways that go beyond just banking.
Best Of 2025 (So Far): Fostering Financially Strong Credit Unions
Aaron Passman
Revisiting some of the unique strategies financial cooperatives are using to drive long-term success and sustainable organic growth.