Digital Transformation’s Next Chapter

Insights from Melissa Pomeroy, CCUA's EVP and Chief Operating Officer

In 2026, intelligent engagement becomes the new baseline

A new year always brings fresh urgency—and with 2026 here, I’ll be bold: we’ve reached a turning point.

For years, we’ve said digital transformation needed to be top of mind for credit unions, and credit unions listened. From upgraded mobile banking platforms to expanded online capabilities, the industry has invested heavily in technology to modernize the member experience. And it worked. But it’s no longer enough.

The next phase of transformation is already underway, and credit unions need to be sure they’re keeping pace. Intelligent, data-driven member engagement powered by artificial intelligence is quickly becoming the new baseline. Leading credit unions are moving beyond pilots and putting AI to work in practical, member-facing ways. Faster and more accurate lending decisions, personalized financial insights, proactive fraud prevention—AI is becoming embedded across the member lifecycle.

Done right, these tools allow credit unions to anticipate needs, tailor recommendations, and resolve issues more efficiently, without losing the human touch that defines the cooperative model. Member expectations are also evolving. Younger generations expect seamless, intuitive experiences that mirror what they receive from fintechs and large financial institutions. At the same time, long-time members increasingly value speed, personalization, and clarity—especially when making major financial decisions. Intelligent technology helps credit unions meet both needs.

Behind the scenes, AI and advanced analytics are reshaping operations as well. Automation is reducing manual workload, improving risk management, and freeing up staff to focus on higher-value member interactions. As competition intensifies and margins tighten, efficiency will matter just as much as innovation.

In 2026, the question isn’t whether credit unions will invest in technology—it’s how strategically they’ll use it to strengthen member relationships. The winners will be those who move beyond access and use intelligence to deliver real, meaningful value.