Breakout Sessions

On the afternoon of Tuesday, 21 July from 1:15 pm - 3:30 pm attendees can participate in one of the breakout sessions listed below.

Customer Service

There are tons of business books, seminars, training programs, and other resources out there that analyze and aim to teach you the ways of great customer service cultures in a bunch of well-known places. You’ve all heard of them: The Disney Way; The Virgin Way; The Nordstrom Way, but do you know where to start to begin building your own special member service culture?  This workshop will explore how to begin building and cultivating your very own special brand of member service. 

Diversity, Equity and Inclusion

This workshop will explore why DEI matters for organizational success.  It will give participants an opportunity to hear how to begin discussing the topic with your staff and board, as well as how to begin exploring building the framework for a diversity equity and inclusion initiative.


Are you looking for ways to infuse innovation into your credit union?  This workshop will explore different ways to instill innovation techniques into your credit union culture.  Participants will learn tools and techniques to create, test and implement ideas that they can take back and use with their credit union.   


Having strong leaders at every level of the credit union has never been as important as it is today. Leaders need to excel in leading others, implementing ideas, introducing change and driving long term initiatives in order to meet the challenges of the competitive marketplace and for credit unions to achieve long-term success.  This workshop will focus on what skills leaders need to hone and polish to remain relevant and effective int his volatile everchanging world.

Managing Change

Organizational change is constant. Yet many people react to change with denial or resistance. As a change leader, your ability to help people overcome their inertia and get on-board with new initiatives is critical to your credit union’s success. In this workshop, participants will learn practical tools that will enable you to build trust and commitment and achieve positive results through change initiatives.

NCUF Life Simulation

The National Credit Union Foundation’s Life Simulation is designed to help credit union employees, volunteers, and leadership begin to understand what it might be like to live in a typical low-income family trying to survive from month to month.

During the experience, participants assume the roles of families who may be unemployed, homeless, or senior citizens living on disability raising grandchildren struggling to make ends meet. Scenarios include complex family dynamics and current issues facing members such as payday lenders, medical debt, and other everyday financial hardships. At the end of the exercise, participants are more aware of the daily realities and hardships that many American families face. 

After participating in the Life Simulation, you’ll have the experience and tools to help develop products, services, and resources to assist with the struggles that your members may be facing each day.