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September 26 - 27, 2016
8:00 – 8:30 Registration
8:30 – 10:00 Introduction to Member Experience
10:00 – 10:15 Break
10:15 – 12:00 Remote Channels and the Member Experience – As CUs work to attract Gen Y, and people of all ages who are spending more time engaged online and in mobile apps, service and the member experience must evolve. Service is no longer just about face-to-face or call center interactions. Explore the possibilities of an exceptional remote experience, as well as how a seamless omni-channel journey can differentiate your credit union from the competition.
12:00 – 1:00 Lunch
1:00 – 2:00 Group work: Remote Channels and the Member Experience
2:00 – 2:15 Break
2:15 – 3:30 Organizational Culture and the Member Experience – The daily experiences of your team impacts every member interaction. Explore how building a culture of excellence and commitment to service reaches every member. From mission-based leadership and defining charter, to the building blocks of growing a service culture, leave this session with data and practical ideas to apply tomorrow.
3:30 – 4:00 Group Work: Organizational Culture and the Member Experience
8:30 – 9:30 Talent Acquisition/Retention and Member Experience – The war for talent is real. Member-facing staff can no longer be great order takers, they must be financial advice, guidance and support experts, as well as great with people and technologically-savvy. The teams supporting the frontline must be just as extraordinary. Explore where tomorrow’s talent will come from, the challenges of leading Gen Y, how to recruit the best and brightest, and what it will take to retain the talent you need.
9:30 – 10:30 Group Work: Talent Acquisition/Retention and Member Experience
10:30 – 10:45 Break
10:45 – 11:15 Key Tools for Creating Member Experience:
11:15 – 12:00 Group work: Key Tools for Creating Member Experience
12:00 – 1:00 Lunch
1:00 – 3:00 Change Management and the Member Experience – Creating the member journey is the most important strategic imperative for a credit union. In order to shape your CU’s future member experience, your organization needs to undergo significant change. Managing this process while keeping daily operations healthy and strong can be a challenge. Learn practical approaches to change management specific to creating a stronger member experience.
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