Earlier this summer, Filene held a research event focused on creating exceptional member experiences by redesigning organizations from a perspective of both the inside out and the outside in – meaning looking at how your credit union operates and how various internal teams and systems interact, AND looking at how member experiences in turn, inform your operating structure. We were excited to share Filene Fellow for the Center for Organizational Entrepreneurship Dennis Campbell’s latest research report on Member Experience and Service Excellence. Today, we are even more excited to share Part 2 of the report! So, if member experience is core to your credit union’s strategy, or re-assessing your strategy is a key initiative for your organization this year, then you'll want to look at both those reports: Part 1: filene.org/476 Part 2: filene.org/488 Accompanying each of those reports, you will get a facilitation guide and agenda for a team workshop on enhancing your member experience – with Part 1 -- and Identifying Your Target Member and Aligning Member-Organizational Compatibility – with Part 2. To help you make the most of these resources, we thought we would share the live keynote directly from the report’s author, Dr. Campbell, from our event out in Boston this August. And as an added bonus, we’re also sharing a run-through of the workshop guide and exercise he did with the audience onsite. So, if you couldn’t make it, or you did and now you want your whole team to gain the knowledge you did, you’re in luck because Dennis is about to take you through a very valuable exercise. Check it out now...