VELERA | PYMNTS Playbook APRIL 2026

AI, Mobile and the Member Retention Imperative for Credit Unions

How digital readiness can help credit unions retain members and compete in 2026.

Retention Depends on Reducing Digital Friction

Member expectations are moving quickly, especially around AI chat support, digital onboarding and mobile-first service. This report shows how innovation readiness connects to stronger growth, retention and the ability to compete for members in 2026.

  • Understand what former members want next
  • Connect readiness with growth outcomes
  • Use partners to expand digital capabilities

Digital Expectations are Rising

    122% more AI demand

    Former CU members show higher demand for AI chat support than average consumers.

    AI supports retention

    AI chat and onboarding demand is stronger among people who recently left CUs.

    Leaders report growth

    Stronger performers more often report gains in members, assets and investment.