What is Member Experience?

Join your Council leadership and two Operations & Member Experience practitioners to hear more about what we mean by “member experience”.   What does it mean in a credit union?  Why did we change our name to reflect this critical element of our member offering?  

Hear fellow Council members discuss:

  • Perspectives on understanding the Member Experience.  What is the Planned Experience versus the Actual Experience.  How do you get to the ideal experience?
  • Making the case for Change.  Moving from Mapping to Doing
  • Defining the change.  The role of research, prototyping and feedback
  • The use of data analytics and member feedback in improving the member experience
  • Coaching employees on the value of offering our products and services
  • The role integrity plays in shaping the member experience
  • The impact of the front and back office relationships on the overall member experience

Meet Your Speakers:

  • Heather Lally - Chair of the Operations & Member Experience Council 
  • Greg Inman - Past Chair of the Operations & Member Experience Council, 2nd Vice Chair, CUNA Councils Executive Committee 
  • Brandi Cummins - VP of Sales & Service, Neighbors FCU 
  • Norman Buchanan - 1st VP Member Experience, Alliant CU
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