Roundtable Event

What is Member Experience?

11.07.2017 - 11.07.2017 (o & me)

1 pm central Online via Adobe Conenct

You may now download the slides and watch the video from this great session.
 
 
 
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

 


Register

 

December

Cross Council Event Schedule

Date Discipline Title Type Tuition  
 
12.05.2017 12.06.2017
O & ME
 

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10.19.2017 12.14.2017
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ESCHOOL$1,095 ($1,295 after Sept. 18, 2017) - Council members get 10% offRegister
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12.14.2017
CFO
 

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ROUNDTABLEFree for Council membersRegister
 
 
12.12.2017 12.19.2017
M & BD
 

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ESCHOOL$495 ($595 after Nov. 11, 2017) - Council members get 10% offRegister
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