Industry-first virtual research event features Harvard Business School professor

Filene’s center for organizational entrepreneurship hosted its virtual event amid COVID-19 with Filene Fellow Dennis Campbell

MADISON, WI (May 4, 2020) — As we continue our stay at home order across the country, more than 350 credit union leaders had the chance to get the Harvard Business School experience during Filene’s first ever virtual event and its Center of Excellence for Organizational Entrepreneurship’s final research event.

Originally, The New Credit Union Experience was to be hosted in Boston but following the Center for Disease Control’s guidance and understanding everyone’s concerns around travel at this time, Filene decided to bring our speakers, content and resources to Filene members virtually on April 28-29.

Event attendees heard from experts both inside and outside the credit union industry on:

  • Practices and strategies to excel member experience and service excellence.
  • Facing the challenge of figuring out how to do high touch with high tech.
  • How relationship banking happens in digital and mobile channels.
  • Building trust with members through greater transparency and service excellence.
  • Addressing anxiety, in particular, how to support members through high-stress financial decisions in a remote and self-service environment.

“The focus of credit union’s work will always be about understanding the needs of members, and the events of 2020 have not only changed consumer financial trends and needs but also drastically accelerated the change,” said Filene CEO Mark Meyer. “Filene saw this event as a vital opportunity to bring together credit union leaders with Filene Fellow Dennis Campbell of the Harvard Business School, academics and experts to consider what is ‘the new credit union experience’ and discuss the opportunities credit unions have to deliver an experience members will remember long into the future.”

Over the past four years, Dennis Campbell has led the extensive work of the Center of Excellence for Organizational Entrepreneurship to guide credit unions on how to structure their organizations for innovation, designing organizational culture that focuses on employee engagement and creating “ownership,” and most recently, how credit unions can compete and win on member experience. Expect part three from our research series on Member Experience and Service excellence to be released later this year.

This event and the work over the last four years from Filene’s Center of Excellence for Organizational Entrepreneurship has been generously funded by American Airlines Federal Credit Union, BCU and PSCU.

Based on feedback from hundreds of credit unions and their partner organizations, Filene is transitioning their focus and launching six new Centers of Excellence over the next 18 months to explore academic research that can transform organizations and deliver the greatest impact to credit union leaders, members and their communities. These new Centers will build on the significant body of research from Centers like the Center for Organizational Entrepreneurship to continue to strengthen the credit union system and deliver impactful results to consumers.

About Filene Research Institute

Filene Research Institute strengthens organizations through innovative research and incubation to improve consumer financial well-being. As an independent cooperative finance think tank, Filene’s membership network connects a community of leaders and bright minds to change lives through innovation, truth and cooperation. In addition to delivering cutting-edge, actionable academic research, Filene also provides incubators to test and scale solutions, events to spark organizations into action and advisory services to help accelerate and implement innovation. For more information, visit and @fileneresearch.


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