Personalizing the Member Experience


About the Webinar

A new frontier of connected digital and human interactions awaits credit unions. Members are shifting behaviors toward digital sales and service, making keeping up with industry leaders feel like an endless digital arms race. There is no guarantee that higher investment levels will lead to better outcomes. It will be up to credit unions to understand their members and to deliver proactive, intelligent advice that differentiates them from their competitors. An integrated approach to financial data-driven personalization encompasses both digital and human interactions. 

Through this webinar, you will discover how Cal Coast Credit Union works to simplify its members' lives, offer them the best customer service available, and ultimately help them achieve financial prosperity.   

Attendees will learn how to:

  • Overcome the main challenges credit unions face,
  • Keep up with the growing demands of members,
  • Identify where to focus digital  investment to drive member impact
  • Create a cohesive and long-lasting member experience across all channels.

Credit unions are ideally positioned to deliver unified advice to members across digital and banker channels. With a deep understanding of members' needs and a personalized experience, the credit union can compete and stay ahead of the curve in an exciting new era.


Presented By

Jody Bhagat
Jody Bhagat

President of Americas | Personetics 

Jody brings deep operating experience in financial services – managing direct channels, launching digital ventures, and leading digital transformation programs. He was previously a Partner at McKinsey & Company, where he helped financial institutions define and execute digital transformation programs to drive customer growth and operating efficiency. Jody also served in senior digital operating roles at U.S. Bank, Wells Fargo, and Providian. In these positions, he led digital sales and service functions and direct-to-consumer businesses to deliver organic growth and enhanced customer experience.

Greg Cornell
Greg Cornell

Executive Vice President, Member Experience | California Coast Credit Union

For over 30 years, Greg has guided marketing strategy, brand development, asset management, product development, and process innovation along with providing operational leadership in the financial services industry.  Prior to California Coast Credit Union (a $3.6 billion credit union based in San Diego), Mr. Cornell served as Vice President at MUFG Union Bank, Director of Digital Marketing at Hyundai Capital America, and Vice President of Marketing Strategy and Programs at HSBC Auto Finance.  He's also held managerial positions at Providian Financial Corporation and Cendant Corporation.