Aug 13 - 14
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. For a full recap of the event, visit Inside Out and Outside In: Research Event Recap.
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

Taylor C. Nelms
Senior Director, Research
Filene Research Institute

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



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