Pull Back Curtain on Member Experience
By Brian Clark, as featured in Credit Union Times
Date : July 30, 2013
Brian Clark, of West Monroe Partners, highlights key findings from a Customer Effort Score study and emphasizes proactive governance steps banks can take to enable a better customer experience.

To read the full article as it appeared in Credit Union Times, please click here.

West Monroe Tops ‘Best Places to Work in Los Angeles’ List by Los Angeles Business Journal
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Ken Siegman discusses how ethnic banks can attract younger customers in the Los Angeles Business Journal
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L.A.’s Chinese and Korean banks rely on their communities. Second-generation Asian Americans who speak English, while still tied to those communities, don’t need the language-specific services their parents did, and that has local ethnic financial institutions worried.

Ken Siegman discusses customer attraction and retention for Asian-American banks with American Banker.
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Date : April 28, 2017
Asian-American banks are turning to old-fashioned relationship-building to attract new customers and keep from losing old ones — and in the process offering a lesson to Main Street bankers everywhere about meeting similar challenges.
How will your bank win the hearts and wallets of Generation Z?
Date : April 19, 2017