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Research Event | Operations and Business Strategy

Boston, MA


  • Elry Armaza Chief of Staff at Community Financial Credit Union
  • Michelle Bloedorn CEO at Member Loyalty Group
  • Ken Dryfhout VP, Strategy and Growth at BCU
  • Gene Foley President at Harvard University Employees Credit Union
  • Tiffany Ford President/CEO at University of Michigan FCU
  • Rini Fredette SVP, Contact Center Operations at PSCU
  • Sean Gaven SVP & CFO at American Airlines FCU
  • Lee-Sean Huang Co-Founder at Foossa
  • Keyarash Jahanian Sr. Innovation Manager at Commonwealth
  • Nick Maynard SVP at Commonwealth
  • Bob Morgan CEO at NorthCountry FCU
  • Jason Osterhage President & CEO at Teachers Credit Union
  • Lorna Quinn Manager, Member Care at SchoolsFirst FCU
  • David Colby Reed Co-Founder at Foossa
  • Michelle Shell Doctoral Candidate at Harvard Business School
  • Lorraine Stewart SVP, Mortgage Lending at BECU
  • Lakshmi Subramanian Senior Marketing Analyst at UNFCU

Inside Out and Outside In: Designing Your Organization to Create Exceptional Member Experiences

Thank you for attending Inside Out and Outside In. For a full recap of the event, visit Inside Out and Outside In: Research Event Recap.

We hope these presentations help you create exceptional member experiences.

Connecting the Customer Brand Experience and the Talent Brand Experience, Huggy Rao

Competing and Winning on Member Experience, Dennis Campbell

Does Technology Truly Improve Member Services?, Michelle Shell

Transforming the Member Experience From Villain to Hero, Lorraine Stewart and Michelle Bloedorn

Leveraging Innovations to Drive Savings for Credit Union Members, Brian Gilmore and Keyarash Jahanian

Inside the Call Center: Maximizing Service Excellence, Rini Fredette, Lorna Quinn

Getting Started with Service Design, David Colby Reed and Lee-Sean Huang

Product Design & Member Experience: How PSCU Brings Member Experience to Life in the Design Process, Cindy McGinness