MemberXP Best of the Best Panel: Turning Insight into Measurable Results

Best of the Best: How Top Credit Unions Turn Member Feedback Into Action Featuring:

• Jessica Sawyer, Chief Operations Officer - Advantage One Credit Union
• Adam Tonge, Vice President of Retail Services - Alliance Catholic Credit Union
• Jeff McDowell, SVP of Retail Banking - Allegacy Federal Credit Union
• Kurt Jourdan, VP of Sales & Service - IU Credit Union
• Moderator: Keith Holder, Navari

Hear directly from the credit unions setting the standard for member experience. In this panel, Best of the Best honorees share how they use MemberXP to find friction, get to root causes, and prioritize the improvements that matter most across the member journey. The conversation covers what it takes to build ownership of member experience across the whole organization, from leadership alignment and cross-functional collaboration to frontline coaching and accountability.

Panelists will walk through real examples of improvements in digital, branch, lending, and service experiences, and how they are creating greater consistency across every channel. Whether you are strengthening an established program or standing one up for the first time, you will leave with practical advice on what has worked, what has not, and how these teams are preparing for evolving member expectations.

Whether you're launching a member experience program or looking to take an existing one further, you'll leave with practical strategies, proven approaches, and ideas you can apply immediately.

What you'll learn:

• How to identify friction, uncover root causes, and prioritize improvements across key member journeys
• How to build organization-wide ownership of member experience
• How leading credit unions apply MemberXP insights to digital, branch, lending, and service experiences
• Lessons learned and practical advice from Best of the Best award-winning teams