Tajai Jones

From the Finopotamus Press Room: New NCR Atleos U.S. Research Shows Strength Of Cash And Its Critical Role In Financial Inclusion #fintech #creditunions https://finop.us/f6u9i9

What Credit Union Members Really Want from Their Digital Experience Hey credit union professionals! As someone who spent years diving deep into CU research for my PhD (yes, I'm that person who gets excited about lending data during financial crises 😅), I've been fascinated by how member expectations are evolving. Here's what I'm seeing in the latest research - and I'd love to hear if this matches what you're experiencing: Mobile-First is No Longer "Nice to Have" 76% of your members now prefer their phones over your lobby - and honestly, can you blame them? They want that same "wow, that was easy" feeling they get from their favorite apps. No more clunky interfaces that make them miss the good old days of paper statements! They Want You to "Get Them" Here's what's cool: members don't just want AI**. Think Netflix recommendations, but for their financial wellbeing. "Hey Sarah, you're $50 away from your vacation savings goal!" beats generic marketing every time. The Magic Sweet Spot This is where CUs have a secret weapon! While big banks are all about efficiency, your members want efficiency PLUS that personal touch. They're literally asking: "Can I get the convenience of a fintech with someone who actually cares about my financial future?" Plot twist: Credit union digital channels already score 45 points higher in satisfaction than bank apps. You're winning - you just might not know it yet! 🎉 Speed + Security = Happy Members 67% say same-day processing is their top priority - but here's the thing: they don't want to sacrifice security for speed. They want both, and they want it to feel effortless. Beyond Banking: Be Their Financial Cheerleader Unlike bank customers who just want transactions, your members want a partner. They're craving those budgeting nudges, spending insights, and "you've got this!" moments that help them build real financial confidence. Here's the exciting part: You already have their trust (74 points higher satisfaction than banks!). Now imagine combining that trust with an app experience that makes them smile every time they use it. I'm genuinely curious: What's one digital feature your members keep asking for? And what's your biggest "if only we could..." wish for member experience? I'm currently researching CU pain points and would love to learn from your real-world insights. Drop a comment, send me a message, or let's grab a virtual coffee to chat about what's working (and what's not) in your corner of the CU world! ☕ #CreditUnions #DigitalBanking #MemberExperience #FinTech #CommunityFirst #PhD #LetsConnect