2026 Member Loyalty Group Partner Forum

Join Member Loyalty Group for two days of inspiration, innovation, and networking tailored for member experience professionals.
About this Event

Welcome to the Member Loyalty Group Partner Forum!

This year's Partner Forum will take place September 29-30, 2026, at the Thompson San Antonio - Riverwalk, by Hyatt.

✅ Save with early bird pricing – register before July 1 for the best rate!
✅ Gain insights into the latest trends in member loyalty and engagement.
✅ Connect with peers, industry experts, and the MLG team.
✅ Explore solutions that drive loyalty and elevate member experiences.

Take advantage of early bird pricing and secure your spot today!

Special Hotel Rates

MLG has secured a limited block of rooms at The Thompson San Antonio - Riverwalk at a discounted rate of $219/night + taxes and fees. Please use the link to before Tuesday, September 8, or call the hotel at 210.876.1234 and use the code G-MLGF to recieve the negotiated conference rate, available here on an exclusive basis.

https://www.hyatt.com/events/en-US/group-booking/SATTH/G-MLGF

Please Note: Attendees are responsible for their own hotel, travel, and incendental expenses. For reimbursement or accounting needs, please work directly with the hotel to obtain an itemized folio and any required documentation.

MLG Cancellation Policy:

All cancellations must be in writing. Please notify our team at [email protected].

• Cancellation received 31 Days or more prior to event date = full refund issued
• Cancellation received 0-30 Days prior to event date = No refund will be issued

Due to financial obligations incurred by MLG, no refunds will be issued on cancellation requests received 30 days or less prior to the start of the event. Substitute attendees are welcome, subject to eligibility.

Tuesday, Sept. 29

🕑: 08:00 AM - 09:00 AM
Registration, Breakfast, and Networking
Host: Solana Ballroom Foyer
🕑: 09:00 AM - 09:15 AM
Welcome and Opening Comments
Host: Solana Ballroom
🕑: 09:15 AM - 09:45 AM
Keynote Address: Fireside Chat with MLG's new CEO
Host: Solana Ballroom

Info: In this candid fireside chat, we’ll learn about EJ Sieracki, MLG’s newly appointed CEO, including his professional journey, what drew him to this role, and how his experience shapes his perspective on what’s ahead.

🕑: 09:45 AM - 10:45 AM
General Session: Beyond Surveys: The Evolution to Experience Intelligence
Host: Solana Ballroom

Info: Member expectations are changing, and so is the way leading organizations measure and improve experiences. This session explores the evolution from traditional survey programs to Experience Intelligence, showing how Journey Analytics connects fragmented data into a complete customer story, enabling organizations to identify leading indicators, uncover root causes, and take action before small issues become larger problems.

🕑: 10:45 AM - 11:15 AM
Networking and Refreshment Break
Host: Solana Ballroom Foyer
🕑: 11:15 AM - 12:00 PM
General Session: Modernize Your MX Feedback Approach
Host: Solana Ballroom

Info: Let’s be honest: When was the last time you actually enjoyed completing a survey? If your invitations feel cluttered or your follow-up timing misses the mark, you’re not just losing valuable data, you’re risking member fatigue.

It’s time for a survey refresh. We’ll share practical, proven updates to your survey mechanics and actionable ways to enhance your feedback loop.

🕑: 12:00 PM - 01:00 PM
Networking Lunch
Host: Solana Ballroom Foyer
🕑: 01:00 PM - 01:45 PM
Breakout: Engaging & Recognizing Staff: Strategies for Stronger MX Programs

Info: Engaging and Recognizing Staff: Strategies for Stronger MX Program Participation

Staff engagement is at the heart of a thriving MX program, but keeping team members motivated, involved and recognized takes intentional effort. In this collaborative session, you’ll hear from peer credit unions who have developed meaningful approaches to engaging and recognizing staff within their programs.

Through real examples and best practices, you’ll walk away with immediate takeaways to strengthen your own engagement strategy, whether you’re building from the ground up or looking to reinvigorate what you already have.

🕑: 01:00 PM - 01:45 PM
Breakout Session
🕑: 01:45 PM - 01:50 PM
Travel Time
🕑: 01:50 PM - 02:35 PM
Breakout: Agile Research in Action

Info:
Hear directly from credit union peers as they share perspectives on how Agile Research has helped them better understand and serve their members. This session will focus on real results and lessons learned, including how Target Panels in Agile are unlocking new opportunities for insights. Whether you're just getting started or looking to deepen your approach, this session offers an honest look at what credit unions are doing today and what's driving results.

🕑: 01:50 PM - 02:35 PM
Breakout Session: Reset. Refresh. Reignite.

Info: Starting from scratch, navigating a merger, or taking over the reins?
This session is designed for credit unions launching a new Voice of the Member program, navigating a major organizational change such as a merger, or onboarding a new program manager or executive sponsor. Together, we’ll explore how to reset expectations, refresh your strategy, and reignite engagement across your organization.
Grab a seat and hear firsthand perspectives from two of our “on-the-ground” experts from MLG's Implementation and Partner Success Teams as they share practical insights for building a rock-solid foundation that supports both early program development wins and long-term program success.

🕑: 02:35 PM - 03:05 PM
Refreshment Break
Host: Solana Ballroom Foyer
🕑: 03:05 PM - 03:50 PM
General Session
Host: Solana Ballroom
🕑: 03:50 PM - 04:00 PM
Day One Recap
Host: Solana Ballroom
🕑: 05:30 PM - 07:00 PM
Reception
Host: Landrace
Wednesday, Sept. 30

🕑: 08:00 AM - 09:00 AM
Breakfast and Networking
Host: Solana Ballroom Foyer

Info: Want to hear what credit unions in your peer group are thinking? Today’s breakfast tables will be organized by asset size, so you can have discussions with like-sized credit unions about what your program and credit union are doing.

🕑: 09:00 AM - 09:30 AM
Welcome to Day 2 / Opening Remarks
🕑: 09:30 AM - 10:00 AM
General Session: Fact or Fiction? Debunking the Myths That Stall MX Success
🕑: 10:00 AM - 10:45 AM
General Session: ​Navigating Change: How Organizations Transform Member Exp.
Host: Solana Ballroom

Info: Managing major organizational shifts, be it mergers, a core technology overhaul or an online banking conversion, is rarely seamless, and the impact on operations is very real.

In this candid discussion, MX program managers go behind the scenes to share the actual work required to guide their credit unions through significant transformation. Panelists will discuss the practical change-management strategies they used to keep members informed, minimize disruption, and protect long-term member loyalty when everything around them was changing.

🕑: 10:45 AM - 11:15 AM
Networking and Refreshment Break
🕑: 11:15 AM - 12:00 PM
Breakout Session
🕑: 11:15 AM - 12:00 PM
Breakout: From Foundation to Flourishing: Journeys to a Mature MX Program

Info: Every great member experience program starts with a single question: How can we do better for our members? Join us for an honest, behind-the-scenes look at the journey of designing and maturing a dedicated MX program. This breakout session explores the tactical steps required to transition a MX initiative into a mature, data-driven program that delivers measurable value. Learn how the presenters aligned cross-functional teams, established key performance metrics, and leveraged member insights to turn their MX program into a core business strategy.

🕑: 12:00 PM - 01:00 PM
Networking Lunch
🕑: 01:00 PM - 01:30 PM
General Session: Reporting Tips & Tricks: Analytics & Closed-Loop Reporting
Host: Solana Ballroom
🕑: 01:30 PM - 02:15 PM
General Session
🕑: 02:15 PM - 02:40 PM
Closing General Session: Partner Forum Wrap Up