A New Leadership Conference Built for the
People Who Power Member Experience
Featuring the Poverty Walk Simulation

Contact & Connect: Leadership Conference is designed for the credit union professionals who guide teams, support members and shape the daily member experience.

Whether attendees work in a branch, lead a contact center team or are growing into their next leadership role, this event offers practical training, meaningful networking and immersive learning that supports stronger service, stronger teams and stronger leaders.

Two Days. Three Audiences.
One Powerful Professional Development Experience.

A Conference Built Specifically to Support Credit Unions

Contact & Connect brings together three important credit union professional development audiences in one shared experience:

• Branch management, (including assistant managers and supervisory staff);
• Contact center teams; and
• Emerging leaders.

The result is a more dynamic conference with broader networking, stronger peer exchange and content that reflects the real challenges leaders face across the credit union. 

Choose the Day that Fits Best — or Attend Both

Attendees may register for one day or both, depending on their role, interests and development goals.

Day one is designed with general sessions and individual training tracks especially for branch managers and contact center professionals, while day two expands the experience for those audiences and other emerging leaders ready to grow their confidence, communication and leadership skills. 

Day One: Branch and
Contact Center Focus

Day one is built for the people closest to daily member interactions.

Branch managers and contact center professionals will choose training tracks to explore practical topics tied to service delivery, technology, fraud, operations, team leadership and member experience. Day one also includes the Poverty Simulation experience.

Day Two:
Emerging Leader Focus

Day two expands the conversation for branch, contact center and emerging leaders who want to strengthen the human side of leadership.

Sessions focus on trust, boundaries, empathy, accountability and the communication skills that help leaders build healthier, more effective teams.

Practical Training for Real Workplace Challenges

Sessions focus on the skills and conversations that matter most in day-to-day leadership:

• Building trust and setting healthy boundaries;
• Leading with empathy and accountability;
• Managing change and supporting staff;
• Improving service;
• Responding to fraud and understanding technology; and
• Creating improved and consistent member experiences.

Poverty Walk Simulation
Experience Member Challenges in a Whole New Way!

The poverty walk simulation is an immersive, scenario-based activity taking place on day one that helps attendees better understand the financial realities many members face.

By stepping into difficult decisions around housing, transportation, employment and essential expenses, participants gain a deeper sense of empathy and a clearer understanding of how credit union service can make a meaningful difference.

Peer Connection is Part of the Experience  

With breakout sessions, roundtable discussions, vendor networking, a reception and informal connection time throughout the event, attendees will have space to learn from colleagues who understand the same pressures, opportunities and member-service expectations. 

Designed to Strengthen Member Service

The conference connects leadership development directly to member impact. Attendees will leave with sharper tools for coaching teams, communicating with confidence, understanding member needs and creating service experiences that feel more informed, empathetic and effective.

Get Ready to Attend!

Please Note: Hotel reservations may be made at the negotiated rate using a special code and link that will be provided once online registration to the conference has been completed.