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Optimizing Channels for Superior Member Experience

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.
It's not enough to say you want to deliver superior member service; you have to identify the service attributes that are most important for your membership, rank those attributes from most to least important, and then try mightily achieve them.

During this session, Erin Coleman of the Filene Research Institute will help you fine-tune your strategies, with a list of credit union DO's and DON'Ts for optimizing channel delivery.

Who should attend?

  • Business Development
  • Marketing
  • Member Service
  • Information Technology
  • Operations

Meet the presenter:
As Filene's Senior Impact Director, Erin Coleman is a spirited credit union advocate with an internal compass that points to making the world a better place. She places deep value on learning, honesty, and integrity. Erin helps credit unions create and execute on actionable strategies that will help solve their challenges and achieve their goals.
Starting as an IT Manager at Keys FCU and Dade County FCU in south Florida, Erin developed a reputation for strong relationship-building skills. While working for Harland Financial Solutions and PSCU, she discovered her love for helping credit unions untangle complex concepts and turn them into straightforward ideas to increase growth and improve operational efficiency. She also brings a history of analytical expertise from strategic and process consulting work. Whether you need help with strategic planning, member engagement methods, or the latest and greatest opportunity to hit the financial services market, Erin can help.

Registration Investment: $195 for League Members
You must be a member of your state league to attend this presentation.
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Webinar to participate in: eTrain: Optimizing Channels for Superior Member Experience
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