Going Beyond Surveys For A Complete View Of The Member Experience

Wednesday, May 24 | 2:00 PM ET 

 The field of Member Experience Management is moving toward a new way of capturing data – actively observing and analyzing a wide array of interactions between credit unions and their members to gain knowledge about actual member journeys. At Member Loyalty Group, we refer to this as Member Interaction Monitoring.

While surveys are still an important tool for gathering member feedback, member interaction monitoring goes beyond surveys by providing a more comprehensive view of the member experience. By analyzing areas of friction as well as tone, language, and sentiment of interactions, credit unions can gain insights into member challenges and preferences that may not be captured by surveys alone.

Key Takeaways 

  • How the field of experience management is expanding into new methods of collecting data 
  • Discover sources of experience data you may not be aware of or utilizing- digital, speech, social, and more 
  • See how observed behavior data can pair with quantitative data for a complete view of member experience
  • Learn how Member Interaction Monitoring Tools can help credit unions surface challenges and opportunities not identified through survey data

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Callahan & Associates | 1001 Connecticut Ave. NW, Ste. 1001 | Washington, DC 20036
Contact Us: 800.446.7453

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Presenter Info: 

Michelle Bloedorn, CEO, Member Loyalty Group

Michelle Bloedorn is CEO of the Member Loyalty Group, a CUSO formed in 2008 to empower credit unions to measure, manage and take meaningful action on member feedback. Serving more than 170 credit unions across the country, MLG also publishes the leading member experience benchmark for the credit union industry.


Before joining the Member Loyalty Group, Michelle spent more than 16 years in credit unions in a variety of leadership roles including retail delivery, marketing, business development, product management, contact center management and online services.


Michelle received her Business Administration degree from California State University, San Bernardino and her MBA from Northwestern’s Kellogg Graduate School of Management.