New Study Finds AI Critical to Credit Union Member Retention

Built to Lead or Losing Ground? AI, Mobile and the Member Retention Imperative for Credit Unions in 2026

“Built to Lead or Losing Ground? AI, Mobile and the Member Retention Imperative for Credit Unions in 2026,” a new PYMNTS Intelligence report in collaboration with Velera, reveals just how quickly member expectations are shifting. One standout finding shows a 122% surge in demand for AI chat support among consumers who recently left a credit union, underscoring the stakes for institutions trying to retain members and stay competitive.

Inside the April Report
  • Data shows that people who recently left a credit union are far more likely than average consumers to want AI chat support and digital onboarding.
  • The strongest performers are more likely to report gains in members, assets and innovation investment, showing a clear link between readiness and results.
  • The report finds that leading institutions are using outside technology partners to accelerate digital onboarding, AI capabilities and new payment experiences without building everything themselves.

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