Taylor C. Nelms
Senior Director, Research
Filene Research Institute
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
Thank you for attending Inside Out and Outside In. We hope these presentations help you create exceptional member experiences.
Connecting the Customer Brand Experience and the Talent Brand Experience, Huggy Rao
Competing and Winning on Member Experience, Dennis Campbell
Does Technology Truly Improve Member Services?, Michelle Shell
Transforming the Member Experience From Villain to Hero, Lorraine Stewart and Michelle Bloedorn
Leveraging Innovations to Drive Savings for Credit Union Members, Brian Gilmore and Keyarash Jahanian
Inside the Call Center: Maximizing Service Excellence, Rini Fredette, Lorna Quinn
Getting Started with Service Design, David Colby Reed and Lee-Sean Huang
Product Design & Member Experience: How PSCU Brings Member Experience to Life in the Design Process, Cindy McGinness
Filene Hosts
Dennis Campbell
Dwight P. Robinson, Jr. Professor of Business Administration
Harvard Business School
Huggy Rao
Atholl McBean Professor of Organizational Behavior and Human Resources
Stanford University
Speakers
Elry Armaza
Custom Research Director
Filene Research Institute
Michelle Bloedorn
CEO
Member Loyalty Group
Ken Dryfhout
VP, Strategy and Growth
BCU
Gene Foley
President
Harvard University Employees Credit Union
Tiffany Ford
President/CEO
University of Michigan FCU
Rini Fredette
SVP, Contact Center Operations
PSCU
Sean Gaven
SVP & CFO
American Airlines FCU
Lee-Sean Huang
Co-Founder
Foossa
Keyarash Jahanian
Sr. Innovation Manager
Commonwealth
Nick Maynard
SVP
Commonwealth
Bob Morgan
President/CEO
NorthCountry FCU
Jason Osterhage
Chief Lending Executive
Alliant Credit Union
Lorna Quinn
Manager, Member Care
SchoolsFirst FCU
David Colby Reed
Co-Founder
Foossa
Michelle Shell
Doctoral Candidate
Harvard Business School
Lorraine Stewart
SVP, Mortgage Lending
BECU
Lakshmi Subramanian
Senior Marketing Analyst
UNFCU