Aug 13 2019
Research Event / Boston, MA / Tuesday, August 13, 2019 - Wednesday, August 14, 2019

Research Event | Operations and Business Strategy

Inside Out and Outside In: Designing Your Organization to Create Exceptional Member Experiences


Dig into organizational design and its effects on member experience and organizational growth. Leading academics and industry decision-makers will tackle how to align the “inside” and “outside” of an organization and how improving member experience across channels can benefit credit unions and their members. 

Topics will include:

  • member compatibility
  • measuring member experience
  • self-service technology and service excellence
  • operational transparency
  • organizational structure and friction

Filene Hosts
Taylor C. Nelms
Taylor C. Nelms
Senior Director, Research
Filene Research Institute
Dennis Campbell
Dennis Campbell
Dwight P. Robinson, Jr. Professor of Business Administration
Harvard Business School
Huggy Rao
Huggy Rao
Atholl McBean Professor of Organizational Behavior and Human Resources
Stanford University

Center for Performance and Operational Excellence

Led by Filene Fellow Huggy Rao, the Center for Performance and Operational Excellence explores operational efficiencies and effectiveness to help scale the credit union model so that more consumers can benefit from cooperative finance.

Center for Organizational Entrepreneurship

Led by Filene Fellow Dennis Campbell, the Center for Organizational Entrepreneurship evaluates cooperative strategies to give credit unions a competitive advantage and a business model based on innovation to drive long-term success.

Room Block

Rooms starting at $299/night.

Reserve your room here!


Registration for this event is complimentary as a benefit of your Filene membership.

Not a member of Filene? Visit the membership page to find out more.


Kimpton Hotel Marlowe

25 Edwin H. Land Blvd.

Cambridge, MA 02141

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Interested in attending?
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