Member Loyalty Group Introduces Journey Analytics to Deliver a Connected View Across the Credit Union

VERNON HILLS, IL – Sept. 30, 2026 – Member Loyalty Group, a provider of member experience analytics and strategic support for credit unions, today announced the launch of Journey Analytics, a new solution designed to help credit unions better understand member experiences by connecting data across channels, systems and interactions. 

As credit unions collect increasing volumes of member feedback, transactional information, operational metrics, and digital engagement data, understanding how those signals relate to one another can be challenging. Journey Analytics enables credit unions to visualize how members move through key journeys, including onboarding, lending and account servicing experiences, while also identifying behaviors that signal deeper engagement.

“Credit unions have no shortage of data,” said EJ Sieracki, CEO of Member Loyalty Group. “What can be harder to see is the story the data tells when you look across the full member journey. Journey Analytics helps organizations connect those signals, understand what is happening at different stages of an experience and pinpoint where improvements may have the greatest impact.”

The solution provides:

• A consolidated view of member experiences across channels and touchpoints
• Visibility into friction points, fallout points, behavioral trends and journey progression
• Root cause analysis to help explain why member issues occur
• Dashboards, reporting, and monitoring tools that support ongoing decision-making
• Pre-built and customizable journey views aligned to common credit union experiences

“Journey Analytics gives us a clearer view of what meaningful engagement looks like for new members and how they are progressing through those early stages of the relationship,” said Melissa Castagna, Sr. Director, Member Experience of BCU. “From how many applications we're able to auto-approve to whether new members are actually funding their accounts and setting up direct deposit during those first 30 days, the added visibility has changed how we manage the new member experience.”

“Member experience has become a strategic priority for credit unions, but understanding how members interact with an organization requires more than looking at individual metrics or touchpoints,” said Rebecca Secor, Chief Experience Officer of Member Loyalty Group. “Journey Analytics gives credit unions a way to view those interactions as a connected journey, helping teams recognize opportunities to act earlier and manage experiences more proactively.”

About Member Loyalty Group

Founded in 2008, Member Loyalty Group provides analytics, benchmarking, research, and strategic guidance that help credit unions strengthen engagement and better understand the relationship between member experience and performance. Learn more at memberloyaltygroup.com. 

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MEDIA CONTACT:

For Member Loyalty Group

Augusta Bauknight

678-781-7214

[email protected]