Executive Vice President, Markets & Strategy

CO-OP Financial Services

Attendees network on the sun deck overlooking the ocean while enjoying breakfast at the Hotel Del Coronada in San Diego before heading to the CO-OP THINK sessions. 

During the People Helping People session, attendees wrote down information learned about the consumers on sticky notes.

They then brainstormed ways their credit union could meet the consumer's individual needs.

Whitney Hess, certified coach and author, talked to attendees about putting humanity back into business.

"Listen to your squeaky wheels, they have a story behind the complaints. Preconceived notions get in the way with connecting with others. The stories we hold onto get in the way of genuine empathy with customers. 

"The difference between reacting and responding is the pause in between – when we are self-aware. If we aren't self-aware, we can't develop genuine empathy."

Filene Research Institute Chief Knowledge Officer George Hofheimer's session showcased why collaboration will be critical for big and small credit unions into the future.

"We tend to overestimate what's going to happen in tech in the next two years, and underestimate in the next five to 10 years."

In live polls taken during the conference, attendees predicted fewer than 3,000 credit unions will exist by 2025. 

IDEO General Manager Tom Kelley and emcee Sara Critchfield, Upworthy editorial director, presented on stage.

Kelley spoke about how to increase creative confidence.

"The more ideas you have on the table the more chances you have to find the ones that work. You are the world's leading expert in YOUR experience."

"Speaking with authenticity and expertise can help those resistant to change start to see things from a new point of view."

Out and about at CO-OP THINK: 

Co-Emcee Scott Bales interacts with attendees.

"Quote of the day: There is a place for bacon in credit unions."

A look at the general audience.