Ben's Speaking Topics

Credit Union Leadership

Credit unions are only as strong as their leadership. Ben leads the effort to keep Filene's research focus firmly on credit union leadership, including performance by CEOs, middle managers, and especially boards of directors. As fields of membership change and long-serving directors retire, it's essential to formulate governance succession plans and bolster the strength of leaders up and down the chain. Ben draws on credit union-specific research from Filene's academic experts to craft this presentation for boards and leadership teams that want.

Best Practices in Consumer Lending

Ben explores the secrets of the all-too-rare credit unions that drove sustained consumer loan growth during the Great Recession. Only a tiny minority of credit unions grew loans throughout the downturn, but none had stumbled upon a wholly new product or program. Instead, each was excellent at a handful of things, including sales culture, refinancing, and indirect lending. Hear the stories of their hard-earned success and of how they plan to build on that success in the coming year.

Member Experience and Share of Wallet

Why do consumers consistently give credit unions their highest satisfaction scores and yet take their business elsewhere? And, just as importantly, what can credit unions do about it? This session relies on a recent joint research project conducted by Filene and global consultancy McKinsey & Co. Specific areas of focus in the presentation will include: are credit unions over-investing in customer experience initiatives?; What 'moments of truth matter' to consumers?; and How can credit unions leverage high satisfaction levels with more business?.

Trends in Consumer-Facing Technology

ou grapple with the changes in consumer habits and what they mean for credit unions. We help you go beyond specific companies or products to outline how different enterprise-level strategies will drive specific plans in 2011 and beyond. Get up-to-speed on the high-ROI opportunities in: Tech-enabled financial advice and guidance; personal financial management (PFM) tools; social networking integration; and purely mobile apps.