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Optimizing Channels for Superior Member Experience

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Optimizing Channels for Superior Member Experience

With Dennis Campbell, Harvard Business School

Presented by the Filene Research Institute and Credit Union Central of Canada

Credit unions confront challenges about prioritizing channel delivery every day. In an effort to be good at everything from branch service, to web design, to mobile delivery, they run the risk of being exceptional at nothing.

Dennis Campbell, a Filene research fellow and professor at Harvard Business School, uses a series of integrated case discussions and working sessions to teach CEOs, COOs, and retail delivery leaders a repeatable process for identifying their most important channels, and then defining, measuring, and optimizing the member experience.

What you will learn:

  1. What should your credit union consider when trying to prioritize channel investments?
  2. How can you define and then measure member experience in the channels and sub-channels that are strategically important?
  3. How should your credit union invest in and optimize the member experience within and across those channels?

We pay particular attention to the fact that members interact with their credit unions through a variety of different channels, and you will learn how to build strategic discipline and prioritize investments for your most important channels.

This workshop will be broken into two sessions. While it is not mandatory to attend both sessions, it is highly encouraged to attend both.

When and Where:

  • Session 1: October 3, 2013 – Princeton | 8:00AM to 4:30PM
  • Session 2: First half of 2014 – Location TBD

Who should attend:
Participation is limited to the first 100 registrants and is free for Filene- and CUCC-affiliated credit unions. The program is ideal for CEOs, COOs, and retail delivery leaders. Up to two leaders per credit unions may attend. Attendance for non-affiliated credit unions is $999 per person.

Download the Pre-reading Packet Here

by August 31, 2013.

Session 1 – Member Experience Workshop Agenda

8:00-8:30   am


8:30-9:45 am

Case Session 1: Commerce Bank

9:45-10:00 am


10:00-12:00 pm     

Member Experience Workshop 1: Defining the Member Experience

12:00 -1:00 pm        


1:00-2:15 pm

Case Session 2: Ikea or TD-Canada Trust

2:15- 2:30 pm 



Member Experience Workshop 2: Optimizing the Member Experience



Room Block at the Nassau Inn

The Nassau Inn has closed. Feel free to contact the Nassau Inn for regurlar room rates. If they have reached capacity, we recommend the Courtyard by Marriott in Princeton, which is a 2.8 mile drive from the Nassau Inn.