New CUNA Operations Sales & Service Council white paper explores journey mapping

MADISON, WI (July 8, 2016) — The CUNA Operations Sales & Service Council has published a new white paper, “Journey Mapping: Paths to Exceptional Member Experiences.”

For credit unions searching for “moments of truth” in the quest toward excellent member service, journey mapping is a highly recommended tool, helping determine how members use the credit union, what members truly want, and how they wish to receive those services. Journey mapping helps credit unions plan, implement, sunset, and adjust various products and services, touchpoints, and other areas of operation.

This white paper shares examples of credit unions using journey mapping to “get into members’ minds” and deliver the experiences they’re seeking. Key concepts include:

  • Understanding journey mapping and its role in member experience
  • Exploring the role journey mapping plays in member experience
  • Taking action and applying the results of the journey map
  • Choosing to outsource or work in-house
  • Garnering support for journey mapping

CUNA Council members are eligible to receive complimentary copies of these, and hundreds of other white papers.

The papers are available online in the white paper section of

About CUNA Councils

Councils is a member-led, collaborative community of credit union leaders providing vibrant peer interaction, new ideas and innovation to foster professional development for executives while advocating for the overall success of the credit union movement. There are eight Councils with a network of more than 8,500 credit union professionals. For more information, visit


Cresonia Wong
(978) 727-6377

More News