MADISON, Wis.–More than 350 credit union leaders had the chance to get the Harvard Business School experience during Filene’s first ever virtual event and its Center of Excellence for Organizational Entrepreneurship’s final research event.
The “New Credit Union Experience” was to be hosted in Boston but following the Center for Disease Control’s guidance related to the coronavirus pandemic, Filene turned it into a two-day virtual event.
According to Filene, event attendees heard from experts both inside and outside the credit union industry on:
- Practices and strategies to excel member experience and service excellence
- Facing the challenge of figuring out how to do high touch with high tech
- How relationship banking happens in digital and mobile channels
- Building trust with members through greater transparency and service excellence
- Addressing anxiety, in particular, how to support members through high-stress financial decisions in a remote and self-service environment
Understanding Needs of Members
“The focus of credit union’s work will always be about understanding the needs of members, and the events of 2020 have not only changed consumer financial trends and needs but also drastically accelerated the change,” said Filene CEO Mark Meyer in a statement. “Filene saw this event as a vital opportunity to bring together credit union leaders with Filene Fellow Dennis Campbell of the Harvard Business School, academics and experts to consider what is ‘the new credit union experience’ and discuss the opportunities credit unions have to deliver an experience members will remember long into the future.”
Filene reported that over the past four years, Dennis Campbell has led the extensive work of the Center of Excellence for Organizational Entrepreneurship to guide credit unions on how to structure their organizations for innovation, designing organizational culture that focuses on employee engagement and creating “ownership,” and most recently, how credit unions can compete and win on member experience.
Part III Later This Year
Filene said participants can expect part three from its research series on Member Experience and Service excellence to be released later this year.
This event and the work over the last four years from Filene’s Center of Excellence for Organizational Entrepreneurship was funded by American Airlines Federal Credit Union, BCU and PSCU.
As CUToday.info has reported, Filene is transitioning its focus and launching six new Centers of Excellence over the next 18 months to explore academic research that can transform organizations and deliver the greatest impact to credit union leaders, members and their communities.