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. 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
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
Speakers
Elry Armaza
Elry Armaza
Custom Research Director
Filene Research Institute
Michelle Bloedorn
Michelle Bloedorn
CEO
Member Loyalty Group
Ken Dryfhout
Ken Dryfhout
VP, Strategy and Growth
BCU
Gene Foley
Gene Foley
President
Harvard University Employees Credit Union
Tiffany Ford
Tiffany Ford
President/CEO
University of Michigan FCU
Rini Fredette
Rini Fredette
SVP, Contact Center Operations
PSCU
Sean Gaven
Sean Gaven
SVP & CFO
American Airlines FCU
Lee-Sean Huang
Lee-Sean Huang
Co-Founder
Foossa
Keyarash Jahanian
Keyarash Jahanian
Sr. Innovation Manager
Commonwealth
Nick Maynard
Nick Maynard
SVP
Commonwealth
Bob Morgan
Bob Morgan
President/CEO
NorthCountry FCU
Jason Osterhage
Jason Osterhage
Chief Lending Executive
Alliant Credit Union
Lorna Quinn
Lorna Quinn
Manager, Member Care
SchoolsFirst FCU
David Colby Reed
David Colby Reed
Co-Founder
Foossa
Michelle Shell
Michelle Shell
Doctoral Candidate
Harvard Business School
Lorraine Stewart
Lorraine Stewart
SVP, Mortgage Lending
BECU
Lakshmi Subramanian
Lakshmi Subramanian
Senior Marketing Analyst
UNFCU