Life is change, but oh the evolving we've been doing this year! – And the member experience is no exception. On this week's episode of Banking on Experience, CRMNEXT's James Gilbert is joined by Britney Bailey of EXCEL Federal Credit Union to discuss in depth just how the member experience has changed and how she anticipates it will continue to change.

What's covered?

• Britney's expert opinion on what she sees as some of the missing links for building good customer and member experience.

• Membership potential (As Britney says, they are, after all the ones "driving the ship.")

• The necessity for CUs to shift their mentality to doing things in a more digital fashion- especially in today's world.

• The importance of having a person behind every interaction- with the goal of creating remarkable experiences (that people literally will go out and remark about!)

• How to help your credit union do an amazing job when it comes to evolving member experience. (2 big parts of this? Playing to both sides of the house- the older, established relationships and the newer, digital-first generation. AND the importance of using the right systems and the right technology.)

• How to leverage and have FUN with data in order to deepen relationships. And how credit unions can make the member experience more fun in general.

• A few things Britney thinks will be pivotal to the future of the member experience: Innovation, Flexibility, and Communication.

• A business that has made Britney feel like family (i.e. the credit union's ultimate goal). In this case, that honor goes to loft.com, and you'll want to hear why.

Change is inevitable. Make sure that- when it comes to the member experience at your financial institution- it's a change for the better.

You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.