The pace of technology innovations, increased competition and changing consumer expectations are driving the rapid digitization of customer experience (CX) in financial services. Companies that aren’t making the investments now to provide an all-digital experience risk being left behind by their competition. Hear highlights from new research exploring credit union members’ expectations of CX and the role that emotions play in shaping consumers’ perceptions. Examine the actions credit unions can take to address member emotions related to the lending experience.
Speaker: Donia Culberson, Lending Consultant, CUNA Mutual Group
As a lending consultant, Donia Culberson consults with credit unions to improve lending strategies and produce a favorable financial impact for the credit union through loan growth, non-interest income growth, loan process efficiencies and loan delivery through multiple delivery channels. Based in Atlanta, Ga., Donia is responsible for working with current CUNA Mutual Group payment protection customers to optimize the performance of these products for the credit union and their members. She is also responsible for assisting credit unions in the development of loan growth strategies including development of the lending mobile channel.
Culberson has worked with credit unions since 1984 in the areas of data processing systems, lending workflow effectiveness and compliance, and sales and service development. She has also worked to implement insurance and financial planning services that expand member offerings, cut operational costs and increase non-interest income.
Culberson earned her bachelor’s degree in Mathematics and Computer Science from Kennesaw University in Kennesaw, Ga.
Culberson holds Life & Health and Property & Casualty insurance licenses in Georgia, North Carolina, South Carolina, Virginia, Tennessee, Alabama, Kentucky, Mississippi, Florida, Maryland and District of Columbia.
When she is not working with credit unions, she enjoys cycling, gardening, and entertaining. She serves on the board of directors for Sorella Cycling, a woman's cycling club and race team.
Educational Investment: Benefit of Membership