Impact Director Jimese Harkley and Mike Neill of Vertex talk about the challenging task of training high-level leaders and the impact good coaching can have on the entire organization. Through Filene's research we've found a solution in Vertex, and Jimese shares her experience using the program and an exciting new way to use this virtual tool in a real life setting.

After listening to the podcast, check out more about the program here: https://filene.org/programs-and-services/program/vertex-manager-training

And sign up for the April 13 Vertex Webinar here: https://filene.org/join/event/win-the-war-for-talent-exploring-coaching-beyond-the-individual-experience

Today’s podcast offers PART 2 of interviews recorded at CUNA's Governmental Affairs Conference at the end of February. With Visa SVP, Doug Leighton, head of community accounts, we talk about Filene's 5th Center of Excellence, focused on the war for talent.

Doug shares why Visa finds it so important to support credit unions, to help them win top talent in the face of intense competition and help bring an entire generation, first as employees and then as members, into the credit union movement.

Check out PART 1 of this podcast first if you haven't yet: https://soundcloud.com/user-306424525/filene-fill-in-ep-25-shoe-twins-sekou-and-george-on-attracting-top-talent Then take a trip over to Filene.org to check out each Center of Excellence and the Colloquia: https://filene.org/research/centers-of-excellence

In Part 1 of this episode on our newest research Center of Excellence on the 'War for Talent,' I speak with Dr. Sekou Bermiss, Filene Fellow for the Center and Assistant Professor of Management at the McCombs School of Business at the University of Texas at Austin. I'm also joined by Filene's Chief Knowledge Officer, George Hofheimer, to discuss what we can expect to come out of this research and how it will help credit unions attract and retain top talent.

We also talk about a special event--the Center's first annual research colloquium, on Sept. 14--which gives credit unions and Filene members a rare opportunity to dive deeper into our research directly with our researchers. And, there's a dare put out by Sekou and George...with already similar taste in shoe styles, they promise if 300 register for the event, they will dress exactly the same. So check it out, and reserve your spot today: https://filene.org/join/event/war-for-talent-colloquium

The Cooperative Trust, a nation-wide community of young credit union professionals that attend some of the industry's most important events together in their own way, has won the 2017 Herb Wegner Memorial Outstanding Program Award. Those who have been involved with this program from its very first days find it more than unbelievable to win such an honor, largely because of the non-traditional beginning of a program driven by young people who simply wanted to show up at the credit union industry's biggest convergence. It's at this very event, 7 years after the first "crash" event, that the program is awarded one of the industry's highest honors.

Part 2 features Brandon Michaels, CEO of Mazuma Credit Union and Matt Vance, Vice President of Marketing and Product Development at Salal Credit Union. They talk to me about what it was like to experience the original crash event, how is has evolved over the years, what the Crash program and Cooperative Trust community has done to shape their careers, and how they help others following in their footsteps today. Sit back and be inspired by what one quirky idea can turn into when you have the passion to see it through.

Listen to part 1: https://soundcloud.com/user-306424525/filene-fill-in-ep-23-the-brent-and-james-bookends-of-the-cooperative-trust

The Cooperative Trust, a nation-wide community of young credit union professionals that attend some of the industry's most important events together in their own way, has won the 2017 Herb Wegner Memorial Outstanding Program Award. Those who have been involved with this program from its very first days find it more than unbelievable to win such an honor, largely because of the non-traditional beginning of a program driven by young people who simply wanted to show up at the credit union industry's biggest convergence. It's at this very event, 7 years after the first "crash" event, that the program is awarded one of the industry's highest honors.

I sat down with the founder of The Cooperative Trust, and past Filener, Brent Dixon, when he visited our offices to help film a video for the program's award. I'm joined by current manager of The Cooperative Trust, James Marshall, to discuss how this whole thing got started, where it's going next, and everything in between. Sit in on the conversation and stick through to the very end to catch a bit of the eccentric quirky side of these two Cooperative Trust bookends.

Filene Impact Director Jimese Harkley and Onboardability CEO & Co-Founder Sean Yokley talk to me about first impressions in a consumer-to-business context--and how the Onboardability tool can be a credit union's secret weapon to ensure that the first impression is a good one.

In a nutshell--streamlining the process to bring new credit union members onboard with their new financial service provider in an easy, convenient and streamlined manner both makes the member happy and frees up credit union staff to focus on really connecting and telling the credit union's story and value prop.

I got a good lesson in how all the essential pieces of a good customer experience are pulled together with the help of this tool, including data analytics. Listen in on our conversation and then check out more info at onboardability.com or filene.org. Also, get in touch directly with Jimese at [email protected] or Sean via [email protected].

Join us for a very special episode of the Filene Fill-In where we turn it into a "Fosscast" while we get to know our newest member of the team: Managing Director of Innovation, Ryan Foss! Ryan has done a lot of unexpected and interesting things in his life, which led him, naturally, to our innovation area. Learn how he will apply unconventional and conventional experience to his new role in the credit union industry and why he's so dang excited to get to work!

Each new year, Filene invites our members, credit union friends and system partners to join us for a little fun and a little discussion on what we see coming to the credit union industry in the year ahead. This is Filene360--and this is PART 2 of the Filene360 Podcast!

In this episode, you'll hear all of our gameshow antics that will wisp you back to a simpler time--enjoy the million dollar questions, the buzzers and yes, even yodeling in this throwback tribute to shows of days past while hearing updates on what is inside Filene's head as we look at the year ahead of us...

Each new year, Filene invites our members, credit union friends and system partners to join us for a little fun and a little discussion on what we see coming to the credit union industry in the year ahead--This is Filene360.

In 2017, we went back in time to tell our story through interpretive retro gameshow reenactments. In part one of this two-parter podcast, CEO Mark Meyer gives a virtual hug to all the credit unions out there that have done amazing work over the past year. In this episode we explore the hot topics and most relevant issues for credit unions to focus on in the year ahead stated directly from several industry leaders. We also hear from Mark Meyer and a distant cousin called Mark Trebek.

Be sure to listen to part 2 for more of the fun side of Filene360.

Constance Anderson, Principle and Founder of MemberXP and Erin Coleman, Senior Impact Director walk us through a mile (or more!) in our members' shoes. Understanding the data, the research, the motivations and the drivers behind why members are loyal or not, Constance, through the work of MemberXP, shares what we can do to improve the member journey so credit unions can truly be everyone's best financial partner.

Here's what's covered:

2:20--What is MemberXP and how does it help credit unions improve their members' experiences

3:45--Collaboration with Filene on Omni-Channel Voice of Member program

4:45--Making sense of member data

7:20--The story of how Filene has come to work on mapping the member journey with Constance and MemberXP (Learnings from the Amazon Credit Card Application Pilot)

10:06--Loyalty is driven by the experiences we create for our members

10:56--Mapping Net Promoter Scores

12:23--Making the data actionable with MemberXP

13:19--Why don't satisfied members bring all their business to the credit union

14:33--The future of customer ease of use from Amazon

16:30--What is MemberXP's relationship to the credit union industry

17:54--Understanding the "why" of consumer behaviors and choices

19:24--Filene's research on consumer decision-making and member effort benchmarking

22:20--Examples of member experience mapping: Password reset process

23:50--Examples of member experience mapping: Opening a new account

27:03--It IS the little things that matter

28:23--How does a credit union discover what are the most painful painpoints for their members?

31:38--How to get more info and get started in mapping your member's journey

32:23--From research to tangible action for your credit union

35:33--The difference between $5 and $27 cables...dang it!