Roundtable Event

What is Member Experience?

11.07.2017 - 11.07.2017 (o & me)

1 pm central Online via Adobe Conenct

Download the Slides
 
 
 
 
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

 


 

September

Cross Council Event Schedule

Date Discipline Title Type Tuition  
 
09.12.2018 09.15.2018
TECH
O & ME
 

2018 CUNA Technology Council and Operations & Member Experience Council Conference

CONFERENCESee Conference Page for RatesMore Info
 
09.17.2018 09.20.2018
LENDING
 

CUNA Collections & Bankruptcy School

SCHOOLSee registration page for pricing info – CUNA Council members save 10%Register
More Info