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How can credit unions in the 21st century deliver the best member experience? At the start of each year, Filene takes a moment’s pause to reflect and speak to our local credit union community to share the latest insights from our research and incubation, and examine the changes we see on the horizon. This year, we share our newest and emerging research on member experience, service excellence and digital transformation, because for the first time ever, banks are scoring higher on customer satisfaction than credit unions. For the credit union of the 21st century to not only survive, but thrive, it is vital to understand what the research shows are the best ways to win on experience. You’re about to hear from Filene’s Chief Research and Development Officer, George Hofheimer with an overview on the importance of aligning on the right data to establish a member satisfaction baseline; how to target members and build a value proposition designed specifically for them; and why you might want to leverage operational transparency as a strategy to keep members updated on each step of complex transactions. Presentation slides: filene.org/speakingofchange20 MX Research, Part 1: filene.org/476 MX Research, Part 2: filene.org/488

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