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
We apologize, but there are no open seats for this session available at this time.
The recording will be posted to the CUNA Councils website and the Councils Community with 48 hours after the event.
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To access the session:
Audio: 1-866-244-8528 Passcode: 3447487 or use your speakers
It will also be recorded if you are unable to attend live
With questions or for assistance, please feel free to contact me.
Manager - Member Relations & Engagement
CUNA Councils |
Credit Union National Association |
Direct: 608-231-4276 | Email: