Reaching Your Members in the 21st Century Conference

November 9 - 12, 2023 | Hyatt Regency Grand Cypress | Orlando, Florida

To stay competitive, your credit union needs to break through today’s information overload & communicate with members – and potential members – in new ways.

Join fellow credit union directors, board chairs, CEOs, supervisory committee members, IT managers, business development and marketing managers and other credit union professionals from across the country for a comprehensive educational conference on proven ways to reach your members in today's ever-changing world.

Earn 12 CPE credits while attending this conference.

Registration & Hotel Information

Conference Registration

We offer an excellent educational return on your conference investment. Register early for greatest savings.

Registration rates:

Guest Program

Our Guest Program enables your registered guest(s) to join you during the following conference events: ($249 Additional)

Hotel Reservation

Book your room online to receive rates starting at $269*.

*$40 daily resort fee is WAIVED when you book through CU Conferences' room block.

Check in is 3:00 p.m. and check out is 11:00 a.m.

Special room rates available through October 16, 2023, based on availability

If you are unable to book a room, call CU Conferences at 888-465-6010 for assistance.

Airport and Ground Transportation

Orlando Airport (MCO) is approximately 30 minutes from the Hyatt Regency Grand Cypress Hotel.

**All rates listed are subject to change and are estimates. Please check rates with the ground transportation taxi and shuttle booth prior to departure.


The weather in Orlando during the month of November is rather pleasant. The average temperature reaches a high of about 78° during the day and a 59° in the evenings.

Speaker Information

Celeste Cook, Founder/CEO
cuStrategies, LLC

Victor Corro, CEO, Coopera Consulting

Tom Glatt, Jr., Principal/Strategy Consultant Glatt Consulting Group, Inc.

Bill McKenna, President
McKenna Marketing Network

Paul Robert, CEO
FI Strategies, LLC

Conference Agenda

Thursday, November 9, 2023

The Reaching Your Members in the 21st Century Conference is full of timely sessions packed with fresh ideas and innovative solutions to the issues facing today’s credit unions.

11:30 a.m. - 1:00 p.m.

Conference Registration

1:00 – 1:15 p.m.

Opening Remarks

1:15 – 2:15 p.m. 

Innovation Gone Bad

Bill McKenna, President, McKenna Marketing Network

Innovation is supposed to be a good thing - right? Let’s take a light-hearted look at some innovations that have not worked out so well. You’ll be shocked, awed and amused. What were they thinking?

We will also identify essential pitfalls to avoid when identifying and introducing new products and services. Change and innovation are continually happening, and credit unions must be ready to quickly adapt.

We will explore some of the essential things to consider and that are required for a seamless product implementation, penetration and ongoing communication. If not executed correctly, what seems like a good plan on the surface may hurt your brand and ability to deepen relationships.

Session Highlights:

● What were they thinking – ridiculous failures

● Clever ideas can turn into huge failures

● Time can change our perspective

● Too late can mean opportunity missed

● Communicate benefits for success

● A solid plan will avoid a potential disaster

2:15 – 2:30 p.m. 

Networking and Refreshment Break

2:30 – 3:30 p.m.

Intergenerational Diversity in the Workplace

Victor Corro, CEO, Coopera Consulting


Boomers, Millennials, Gen Xers, and Gen Zers: who are they, and how do these generations differ? How do we navigate the most age-diverse workforce this nation has ever seen? In this session, we will learn about the backgrounds of each generation and how this impacts workplace interpersonal dynamics. From differing notions of professionalism and “TMI” to the generations raised with different expectations of the workplace. We will explore ways to navigate age-diverse workplaces and see them as assets rather than liabilities.

3:30 – 3:45 p.m.

Daily Wrap Up

5:00 – 6:00 p.m. (GP)

Welcome Reception

Join us for cocktails, light dining, and great conversation. Registered guests are welcome to attend.

CU Conferences is grateful for the support of its sponsor, OM Financial, and would like to thank them for co-sponsoring the reception. Learn more about OM Financial.

Friday, November 10, 2023

8:00 – 9:00 a.m. (GP)

Sit-Down Breakfast

Join us for a hearty sit-down breakfast. Registered guests are welcome to attend.

9:00 – 9:15 a.m.


9:15 – 10:15 a.m. 

Best Practices for Serving the Underserved and Increasing Profitability

Celeste Cook, CEO/Founder, cuStrategies, LLC

What can credit unions do to better serve the underserved and increase profitability as well as increase member engagement and retention?

Explore a holistic approach to serving the underserved while increasing profitability and creating positive member experiences as well as increasing member engagement and retention. In today’s challenging economy, credit unions have an opportunity to become more relationship-focused and solution-focused to help the underserved as well as other financially-challenged members and people in our community and increase profitability.

Session Highlights

• Understand how the economy is impacting credit unions, our members, and people in the community.

• Learn what you can do to create win/win/win outcomes through a unique financial literacy program to better serve your members and people in your community while positively impacting the credit union.

• Explore ways to increase member engagement and loans through innovative lending strategies and a unique financial literacy program.

• Identify solution-focused strategies to serve the underserved that increases profitability and member retention.

10:15 – 10:30 a.m. 

Networking and Refreshment Break

10:30 – 11:30 a.m. 

FinTech Trends and Technologies

Tom Glatt, Jr., Principal/Strategy Consultant, Glatt Consulting Group, Inc.

The financial trade press is awash with breathless articles about how "FinTech" will change the world and, in the process, kill traditional banking as we know it. What is the truth? Are FinTechs to be feared? In this broad FinTech expose we'll highlight the most innovative and influential companies in the FinTech space, exploring their product, market, leadership, and brand strategies. By the end of the session, you will better understand whether FinTechs are competitive threats, potential partners, all of the above, or none of the above.  

11:35 a.m. – 12:35 p.m.

Winning in Today's World with Marketing & Sales: A Powerful 1-2 Punch! Part I

Bill McKenna, President, McKenna Marketing Network
Paul Robert, CEO, FI Strategies, LLC

In today’s highly-competitive retail environment, every credit union needs to do two things to survive and thrive: 1) fully live the brand you’ve spent many years establishing in your marketplaces; and 2) deepening the relationship with new and existing members. The strategies you’ve developed in the past won’t position you for success in the future.

This session will provide a road map for executives and board members and offer impactful ideas on how to create the alignment of sales and marketing for sustained growth and optimal success. Both are essential for credit unions to stay competitive and relevant in an ever-changing landscape of shifting consumer trends, preferences and heightened competition.

Thriving credit unions must develop the right strategies, create consistently great cultures, while building trust, engaging members and prospects, and establishing meaningful relationships. It starts at the very top of the organization and cascades down to every level – drafted by the board; deployed by execs; and delivered by Staff.

Session Highlights:

12:35 – 1:35 p.m. (GP)

Group Luncheon

Join us for lunch. Registered guests are welcome to attend.

1:35 – 2:35 p.m. 

Winning in Today's World with Marketing & Sales: A Powerful 1-2 Punch! Part II

Bill McKenna, President, McKenna Marketing Network
Paul Robert, CEO, FI Strategies, LLC

Join Bill and Paul after lunch for the continuation of their presentation.

Session Highlights:

2:40 – 3:40 p.m. 

Environmental and Competitor Threats

Tom Glatt, Jr., Principal/Strategy Consultant , Glatt Consulting Group, Inc.

Glatt Consulting Group, Inc. works with credit union clients large

and  small, and in markets across the United States. Despite the

diversity of client backgrounds, there are certain common

environmental and  competitor threats that keep the leaders of

these dynamic credit  unions "up at night." Glatt Consulting's Tom

Glatt, will share insight gleaned from hundreds of client

interactions, taking you through the  most pressing 

political/regulatory, economic, social, technological, and

competitor threats, and then illustrating how the evolution of

these threats may, depending on your strategic response, turn

into broad and lucrative opportunities.                                      

3:40 – 4:00 p.m. 

Daily Wrap-Up

Saturday, November 11, 2023

8:00 – 9:00 a.m. (GP)

Sit-Down Breakfast

Join us for a hearty sit-down breakfast. Registered guests are welcome to attend.

9:00 – 9:05 a.m.

Opening Remarks

9:05 – 10:15a.m.

Your "Way" is Your Credit Union's Differentiator: Make Your Mission, Vision and Values the Catalyst to a Thriving Future!

Paul Robert, CEO, FI Strategies, LLC


Today’s consumers have a different expectation for their financial institution than consumers of just a few years ago. Further, recent issues in the banking industry have startled consumers into being concerned about a safe place to conduct their banking business. We all know the answer – do their banking at a credit union!


As a credit union leader, your focus should be on ways to make the marketplace fully aware of how your credit union is that answer to their financial concerns. Your first step needs to be defining your “Way” – who are you and how do you live it? It’s more than just a tagline; it’s action! It’s how you manage and lead the credit union; it’s how you interact with members; it’s how you grow and thrive in the future.


Session Highlights:

Be prepared to get engaged in this session and walk away with ways to address one of the most critical areas of focus for your credit union over the next 12 months.

10:15  – 10:30 a.m.

Networking and Refreshment Break

10:30 – 11:40 a.m.

How to Build Relationships in a Digital World

Celeste Cook, Founder/CEO, cuStrategies, LLC

What can credit unions do to build stronger relationships in a digital world to increase membership engagement, growth, and retention?

In an ever-increasing digital environment, credit unions must create opportunities to not only build relationships, but strengthen them to increase member engagement and retention. Explore creative and innovative strategies to become more relationship-focused versus transaction-focused to attract and retain profitable members.

11:40 – 12:00 p.m.

Daily Wrap-Up

Take the Afternoon & Evening to Enjoy the Sites, Sounds & Flavors of Orlando!

Sunday, November 12, 2023

Travel Day - Have a Safe Trip Home!

Register Early & Save!