Businessman with service-related words Source: Shutterstock

All our lives have changed considerably since COVID-19 upended the world, and that includes the lives of your members. Today, consumers are in different financial situations than before the pandemic. Over the past year, some have saved more than previously, while others have reduced or lost their earnings. Everything you think you know about their needs post-COVID could be wrong. So, your strategy and the conversations you have with your members must adjust. Your conversations need to be personalized and empathetic, address where they are today, focus on their financial wellness and demonstrate how you can meet their individual financial needs.

Now that vaccines are widely available and lockdowns are ending, credit unions need to foresee how their members’ behavior will evolve moving forward. Understanding the effect that digital adoption will have on in-person banking is essential. The EY Future Consumer Index, which tracks how the pandemic affects consumer behavior, revealed that 43% of respondents said they changed the way they bank since COVID. Conversely, just 16% of respondents stated the way they bank would change over the long term.

Complete your profile to continue reading and get FREE access to, part of your ALM digital membership.

Your access to unlimited content isn’t changing.
Once you are an ALM digital member, you’ll receive:

  • Critical information including comprehensive product and service provider listings via the Marketplace Directory, CU Careers, resources from industry leaders, webcasts, and breaking news, analysis and more with our informative Newsletters.
  • Exclusive discounts on ALM and CU Times events.
  • Access to other award-winning ALM websites including and

Already have an account?


© 2023 ALM Global, LLC, All Rights Reserved. Request academic re-use from All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.


Credit Union Times

Join Credit Union Times

Don’t miss crucial strategic and tactical information necessary to run your institution and better serve your members. Join Credit Union Times now!

  • Free unlimited access to Credit Union Times' trusted and independent team of experts for extensive industry news, conference coverage, people features, statistical analysis, and regulation and technology updates.
  • Exclusive discounts on ALM and Credit Union Times events.
  • Access to other award-winning ALM websites including and

Already have an account? Sign In Now
Join Credit Union Times

Copyright © 2023 ALM Global, LLC. All Rights Reserved.