We would like to thank everyone that attended our Summer Roadshow event in Columbia, MD on July 24th, 2025. We hope you enjoyed the experience and found value in the connections made with your peers and the insights shared by our esteemed speakers. Below is a resource page including the Roadshow presentation deck, reports and other resources we think you will find valuable.
The New Hybrid Credit Union Workplace: Culture, Performance, and a People-Centered Strategy
Report
Remote work has shifted views on traditional workplace culture. With employees returning to the office, credit union leaders will need to rethink their organizational workplace strategy, from physical spaces to new policies and practices that will meet employees' evolving expectations.
Friction: A Manifesto
Report
Workplace inefficiency, miscommunication and disengagement are often the result of organizational friction, and friction is the result of perverse incentives, misaligned rules and norms and a failure to value the work of maintaining shared organizational resources.
For the Long Run: Leveraging Reflexive Opportunities
Report
Your credit union can build life-long member loyalty by creating opportunities for members to reflect on their relationship with the credit union. These “reflexive opportunities” tap into members’ self-identity, enhance defining moments, and support life-changing events that bind members more closely to your credit union brand.
Member Experience and Service Excellence, Part 1: Member Compatibility and Operational Transparency
Report
In this age of self-service, how can your member experience keep up—let alone outshine the competition? We explore two strategies: (1) focus on who you serve and how you serve them; and (2) transparency on how you show what’s behind your processes to enhance experience, build trust, and increase understanding.
