As more members turn to digital channels for loan applications, credit unions face the challenge of balancing efficiency with the personal, member-first service that defines the movement. In this session, Don Arkell will explore how credit unions can deliver tailored lending experiences without losing the personal connection. 

Attendees will learn strategies to: 

• Personalize lending decisions while operating in a digital-first environment. 
• Maintain the “credit union touch” that builds trust and loyalty—even when face-to-face interaction is limited. 
• Develop processes that combine speed, convenience, and care to strengthen member satisfaction. 

This session is designed for lending leaders, managers, and front-line staff who want to ensure that their credit union stays competitive in a digital marketplace while preserving the values that set them apart.