Built to Lead or Losing Ground? AI, Mobile and the Member Retention Imperative for Credit Unions in 2026
PYMNTS Intelligence and Velera surveyed 500 US credit union executives, about 14,000 consumers and about 2,500 SMBs, and found the innovation gap between top and emerging-tier credit unions narrowed from 44 to 27 points. Outcomes diverged, though: 74 percent of top-tier credit unions grew membership, while 26 percent of emerging-tier ones reported declines. Members who left a credit union are 122 percent more likely than average to want AI chat support.
Key figures
| Figure | Value | Source |
|---|---|---|
| Innovation index gap, top vs emerging-tier credit unions | 27 points, down from 44 points a year ago | p. 7 |
| Members who left a credit union wanting AI chat support | 122% more likely than the average consumer | p. 7 |
| Emerging-tier credit unions reporting declining membership | 26% in 2025, compared to 0% in 2024 | p. 7 |
| Top performers that increased investments in innovation | 73% | p. 7 |
| Top-tier credit unions reporting year-on-year membership growth | 74% | p. 7 |
- United States, North America