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.
Meet The Finalists For The 2025 Innovation Series: Financial Wellness
February 11, 2025
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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
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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
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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
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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
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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
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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
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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
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Recruitment and retention, emotional loyalty, and more were key topics during the second day of the Austin event.
5 Takeaways From Day 1 Of Future Branches 2024
December 5, 2024
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Financial wellness, AI, and a fresh coat of paint are all making a major impact for credit unions and banks across the country.
AI Beyond The Bot: How To Introduce AI Across Your Agent And Member Experiences
December 4, 2024
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Since generative AI burst onto the scene in 2022, AI chatbots or virtual agents have dominated the headlines—becoming a top investment priority for businesses across the customer experience landscape. While AI chatbots represent one key element of a modern member experience strategy, they’re just the beginning when it comes to creating a truly differentiated end-to-end
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.
5 Takeaways From Day 1 Of Future Branches 2024
Financial wellness, AI, and a fresh coat of paint are all making a major impact for credit unions and banks across the country.
AI Beyond The Bot: How To Introduce AI Across Your Agent And Member Experiences
Since generative AI burst onto the scene in 2022, AI chatbots or virtual agents have dominated the headlines—becoming a top investment priority for businesses across ...
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.