In this episode, Bill McKenna and Paul Robert discuss the critical role of data in enhancing member experiences within credit unions. Anne Legg, founder of Thrive, emphasizes the importance of understanding member friction and leveraging data to create personalized solutions.

The conversation explores the need for data literacy, proactive strategies, and cross-functional collaboration to improve member relationships and retention. The hosts also touch on the impact of AI and the necessity for credit unions to adapt in a rapidly changing financial landscape.

Takeaways

·      Data is essential for improving member experiences.

·      Understanding member friction is key to effective data use.

·      Credit unions should focus on deepening relationships with existing members.

·      Data literacy empowers staff to make informed decisions.

·      Proactive data strategies can anticipate member needs.

·      Education and training are crucial for effective data utilization.

·      Cross-functional collaboration enhances member service.

·      AI can personalize member interactions and offers.

·      Credit unions must adapt to remain relevant in a competitive market.

Keywords:

#creditunions #datastrategy #memberexperience #dataliteracy #financialservices #ai #memberrelationships #data-drivendecisions #financialeducation

Hosts:

Paul Robert

Bill McKenna

Guest:

Anne Legg

Thrive