Kate Feather, EVP and Director of the Customer Experience practice at PeopleMetrics, shares takeaways from her THINK experience.

Credit unions have a tremendous opportunity, Kate tells us, to innovate beyond a smile and member service. She also notes that credit unions might rely a bit heavily on the notion that they are “nice,” and “have the experience nailed” — and by doing so, are failing to “flex their innovation muscle.”

Kate challenges us: What can we do to make the consumer experience truly exceptional?