Member Experience – Disruption to Differentiation

If you’re still thinking that the “Member Experience” is just a feel-good sentiment – you need to think again. If you think that investing in your Culture is a secondary organizational concern – you’re missing the boat. If you’re looking at Service, the same way you did just one year ago – you may be too late.
The Member Experience is the new competitive battleground. It’s where your business will be won or lost. It’s where the near-term future of your credit union will be decided. And your credit union better be ready to compete … and win!
In this session, we will provide the action steps to thoroughly disrupt what you’ve been doing and set your credit union on the course to winning with differentiation. First, by focusing internally on your culture and second, externally on the reason you’re in business – serving your members.
We will provide specific steps you can immediately take back to your credit union to differentiate you in your marketplace. No generalized, 30,000-foot theories here; you will walk away with proven actions that produce winning results.
Meet Your Speaker:

Jayne HitmanJayne Hitman
Performance Strategist 
Credit Union National Association

Jayne is a Credit Union Professional with over 30 years of experience in all aspects of Member and Employee Engagement and building effective relationship focused cultures. She is passionate about the Credit Union Movement and focused on providing powerful solutions for service excellence. Jayne has background in managing change, developing high performance teams, aligning corporate culture/values with business practices and facilitating sessions from the boardroom to the classroom. She has personally trained thousands of individuals, developed hundreds of trainers and coached executives, managers and trainers. Jayne is a past winner of the prestigious “President’s Council” Award for her outstanding service and achievements in working with Credit Unions. 

This session is Council member-only.  Only register if you are a current CUNA Councils member.  

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