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Assess your credit union's capability in 13 key areas that are essential to creating and maintaining strong member and employee experiences. Use the results to guide your focus throughout this school and to drive discussion and action after.
Speaker: Paul Robert
Want to create exceptional, unique and loyalty-driven experiences? To do that, your credit union's strategy has to be accurately defined, elemental in shaping culture and linked to your “why.” Explore the “how” behind these critical success factors.
Speaker: Sheila Milton
Join Sheila Milton, director of diversity, equity and inclusion at UWCU, as she shares the credit union's journey in building a DEI roadmap. Learn about the important steps they took to infuse diversity, equity and inclusion (DEI) into all practices and how leadership is vital to important outcomes such as access, retention and advancement.
Speakers: Chad Helminak & Carla Schrinner
“Be empathetic” “Show empathy for your members and staff” “Empathy drives experience” all important sentiments and yet, what does it really mean and how do staff demonstrate empathic behaviors toward their colleagues and members? Chad Helminak, director of development education & cooperative culture for the National Credit Union Foundation, and Carla Schrinner, experience strategist for CUNA Creating Member Loyalty™ will share the meaning and the actions behind empathy and how to help it live within your culture.
Member experience strategy includes gathering data and doing research on what matters most to your membership and in turn, delivering those wants and needs in the easiest and efficient ways possible. The pandemic moved the needle of “needs and wants” significantly. Paul Robert, CEO, FI-Strategies will work through examples of how industries, including financial institutions, adapted and what it uncovered about the need for process improvement and innovation. Come away from this session with how to gather ideas, test them and make process improvement part of your credit union's DNA.
Speakers: Paul Robert & Carla Schrinner
Member experience doesn't rest on products, services and technology alone. It also relies on engaged, motivated and committed staff - both in the front office and the back. In this session, you will lead you through the world of “internal service” and what should be in place internally so that you can deliver exceptional experiences externally.
The success of your Member Experience strategy also requires attention to the people with whom your members most interact. Having the right people in the right roles, with clear goals, objectives, and recognition are the keys to building a motivated and engaged staff. Engaged staff = engaged members! Paul Robert and Carla Schrinner will provide insights, best practices, and a road map for making this a reality.
Having the right staff in the right roles is certainly a first step to building a strong team that delivers exceptional member experiences. But is that all? How do you develop and keep those high performers? Go beyond the basics as we take a deep dive into cultural best practices that take engagement to the next level.
Speaker: Carla Schrinner
Certainly not a new concept but it has to be part of your credit union's best practices. Let's do a reality check and see if coaching is really happening at your credit union. Is it well-defined, does it have context or is it just a monthly chat? Do staff find value in the process or is it a dreaded hour covering the same old, same old? Join Carla Schrinner, Experience Strategies, CUNA Creating Member Loyalty, as she outlines how to use coaching to drive exceptional performance.
Speakers: Lori Horstman, Mollie Bell, Jeff Carpenter, Roland Pilapil
To remain relevant credit unions must adapt quickly to an ever-changing member demand for bigger, better, more, delivered easier, faster, and cheaper. It requires not only being strategic and focused, but nimble enough to pivot quickly when new opportunities come along. Change isn't easy, and if you're in charge of driving member experience you'll want buy-in from the highest levels. Join our panel of industry experts as they share best practices from their credit unions in leading change efforts and getting results.
We'll end our virtual school by sharing 5 key things to affect change in your organization. We'll also provide guidance on next steps; analyzing your assessment results to see where your gaps and opportunities lie and how to use a gap analysis tool to determine your next steps.
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Credit Union National Association is the most influential financial services trade association and the only national association that advocates on behalf of all of America's credit unions. We work tirelessly to protect your best interests in Washington and all 50 states. We fuel your professional growth at every level and champion the credit union story at every turn.
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