ICBA Builds 5,000-Member Digital Community in Just Two Years

The Problem: Previous Attempts Fell Flat

The Independent Community Bankers of America (ICBA) faced a common challenge. They knew their members needed a place to connect, share insights, and support each other. Early attempts at building a digital community had failed to gain traction, leaving the team questioning whether their members actually wanted online connection at all.

Rather than abandon the vision, ICBA's leadership took a different approach. They brought together strategic leaders from across the organization to understand what had gone wrong—and what would need to go right for a community platform to succeed.

"Inclusivity was enormous for its eventual launch and embrace. That level of discussion was incredibly important for us to make sure that our perspectives were understood and what we were launching came from a place of conscious thought."

— Rob Birgfeld, CMO

The Requirements: Three Non-Negotiables

These cross-organizational discussions revealed three critical requirements for any successful community platform:

1. Ease of use - No learning curve that would create barriers to participation
2. Mobile experience - Bankers needed access anywhere, anytime
3. Seamless integration - Must work with existing systems members already used

The Search: Why Most Platforms Missed the Mark

Armed with clear requirements, ICBA began evaluating community platforms. What they found was that many solutions being offered were outdated, difficult to navigate, and lacked the mobile functionality they desired. But ICBA refused to settle. They knew that to achieve their goals, they needed to reject the status quo and continue their search for a modern community solution.

The Solution: Finding a True Technology Partner

A recommendation led ICBA to Forj, and the fit was immediately apparent. Unlike other providers, Forj offered genuine partnership alongside their platform—bringing modern user experience, robust analytics, and a shared commitment to community success.

"We really wanted to make sure that we had a real partnership to ensure that we're delivering a great product for our members at the end of the day."

— Vanessa Hanson, Digital & Social Engagement Director

Forj's platform checked every box: intuitive design, best-in-class mobile experience, and seamless integration with ICBA's existing technology stack. Members could access the community using their current login credentials, eliminating friction from day one.

"We were leaning very heavily on the native mobile experience… based on our competitive analysis, Forj was the most advanced on that front."

— Rob Birgfeld, CMO

The Partnership: Implementation Done Right

Forj's team worked closely with ICBA beyond just technology deployment. Together, they crafted a comprehensive launch strategy, developed user adoption programs, and aligned on long-term community goals. The focus wasn't just on a successful launch—it was on building a community designed to grow and evolve with ICBA's members.

The Results: Exceeding All Expectations

Today, ICBA's community represents everything they envisioned: a thriving space where community bankers exchange ideas, solve problems, and support each other in real-time. The platform embodies the core values of community banking—collaboration, trust, and service—and has become integral to ICBA's member engagement strategy.

"Our promise to our members was that this was going to be a member-to-member driven platform… We wanted this to be for them to talk to each other."

— Vanessa Hanson, Digital & Social Engagement Director

The community achieved a remarkable milestone: over 5,000 active members in just two years—a goal ICBA originally projected would take much longer. But the real success lies in the quality of engagement and the valuable insights the platform generates.

The Bigger Impact: Data-Driven Strategy

The thriving community now provides ICBA with rich insights that inform their broader organizational strategy, from content development to product offerings to leadership development.

"The bigger it gets, the more value it delivers—and not just for members, but for the association. Now we have these really meaningful inputs… that informs the content we produce, the products we deliver, even identifying tomorrow's leaders."

— Rob Birgfeld, CMO

Looking Forward: Just the Beginning

With a robust community established and a trusted technology partner in Forj, ICBA continues to innovate and expand their member experience. They're leveraging community data to drive continuous improvement, always with an eye toward better serving the community banking industry.

For ICBA, this journey represents more than a successful technology implementation—it's proof that when organizations commit to understanding their members' needs and partner with the right technology partner, they can create digital experiences that truly transform member engagement.

Interested in building your own successful member community? Explore Forj Connect.