Xtend 2019 Roundtable Event — September 9th-11th, 2019

Location: Xtend Headquarters, 6000 28th St. SE, Grand Rapids, MI, 49546

Should you require hotel accommodations, please utilize the conveniently located Drury Hotel or the DoubleTree by Hilton Hotel and ask for the CU*Answers Discounted Rate.


This is an opportunity for professionals to come together and discuss best practices, thought provoking insight, successes and opportunities from the past year and trends for the future. Our roundtable discussions will provide you with the necessary tools and platforms to generate sales and collaborate with other business professionals.

This year, Xtend is hosting a three-day event focused on various departments, discussions, and trainings. On Monday, September 9th, we will host the Sales and Marketing Roundtable. On Tuesday, September 10th, we’ll dive into informative segments with a few guest speakers and/or training opportunities. Then, on Wednesday, on September 11th, we will host the Contact Center Roundtable.

Registration for this event is now closed.



Monday 9/09 – Sales and Marketing

9:00 am – 10:00 am: Welcome/Intro – Agenda and Top initiatives/topics to cover
10:00 am – 12:00 pm: Start Sales and Marketing Roundtable Discussion
12:00 pm – 12:30 pm: Lunch
12:30 pm – 3:45 pm: Continue Sales and Marketing Roundtable Discussion
3:45 pm – 4:00 pm: Wrap up/Closing Comments

Tuesday 9/10 – Guests and Trainings

9:00 am – 9:15 am: Welcome/Intro – Agenda and Top initiatives/topics to cover
9:15 – 10:45 am – Sam Kiste – Video Opportunities – can we pool together to coordinate financial/credit union education videos? Do we have champions who can drive this effort to build a library?
11:00 am – 12:00 pm: Kristian Daniel – Mobile Technologies/MAP/MOP
12:00 pm – 12:30 pm: Lunch
12:30 pm – 3:45 pm: CU*BASE Tool Training (List Gen, Data, Trackers, Etc.)
3:45 pm – 4:00 pm: Wrap up/Closing Comments

Wednesday 9/11 – Contact Center

9:00 am – 12:00 pm: Contact Center Discussion


Topics Submitted

Sales and Marketing Topics

  • New member onboarding
  • Making the credit union experience better for members and employees
  • Successful plan or promotion to grow membership
  • Ways to train front line staff to be more marketing/sales minded
  • Successful plan/promotion/ad campaign to increase loans
  • Best ways to promote Credit Union events and how to get members of our community more involved
  • Best ways to know your members more and ways to reach them that will work/matter
  • Data mining; Queries/canned queries
  • GEO Fencing
  • Radio advertising experiences- pros/cons
  • Youth accounts
  • Newest and latest trends in email marketing
  • How do I generate more activity through my emails?
  • Data gathering
  • Any automated marketing services that are currently available/are in the works for next year

Contact Center Topics

  • Best industry practices. What are other credit unions doing?
  • Overall workflow of the contact center; how calls are handled/tracked
  • How much information is given on accounts during calls (ex: actual vs. available balances, balance with ANR or OPE limits, o/d from savings, etc)
  • Staffing/Burnout and engagement
  • Statistics/expectations: Using statistics to hold staff accountable
  • What types of things are you gauging employees on: call time, hold time, number of calls, etc


Looking for materials from our Roundtable in April?

We’ve archived them here!



If you have any questions, concerns, or need to change or add a registration, please email us at info@xtendcu.com or give us a call at 866-981-4983