Roundtable Event

What is Member Experience?

11.07.2017 - 11.07.2017 (o & me)

1 pm central Online via Adobe Conenct

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 
• Brandi Cummins - VP of Sales & Service, Neighbors FCU 
• Norman Buchanan - 1st VP Member Experience, Alliant CU

 

 

August

Cross Council Event Schedule

Date		Discipline		Title		Type		Tuition
08.02.2016		M & BD		New Member Onboarding - You've got them, now what do you do?		ROUNDTABLE		Free for Council members
08.10.2016		CFO		How CFOs use Thomson Reuters Checkpoint		ROUNDTABLE		Free for Council members		Register
08.18.2016		LENDING		Surviving in the Compliance Jungle of Collections webinar		WEBINAR		$219, Council members get 10% off		More Info
08.23.2016		TECH		FinTech Disruption: Threats & Opportunities		ROUNDTABLE		Free for Council members		Register
08.24.2016		M & BD O & ME		Increasing Member Loyalty		ROUNDTABLE		Free for Council members
08.25.2016		LENDING		How the Rocket Mortgage is Quickening Industry Adoption of Paperless Lending		ROUNDTABLE		Free for Council members