Community banks and credit unions in 2025 look nothing like they did a decade ago, in regards to their offerings, the way they operate, and the end users that they serve. Some changes have been a natural evolution—technology advancing, account holder expectations shifting—while others have completely reshaped the way financial institutions operate. Digital banking solutions are at the center of it all, transforming how banks and credit unions serve their communities and stay competitive.
For generations now, these financial institutions have been following a “We will do it for you” philosophy.
Need to transfer funds?
Dispute a charge?
Apply for a loan?
Account holders turned to your team, seeking your expertise to guide them through every step. This high-touch, local, and hands-on model wasn’t just about transactions—it was about relationships. It built trust, fostered loyalty, and created a deep sense of belonging.
But today, the ground has shifted.
They want to manage their financial lives on their terms, interacting with their credit union or bank the way they want, when they want—and as much or as little as they need.
The growing reliance on digital banking is a clear reflection of this shift. As per the 2024 Digital Banking Performance Metrics report by Cornerstone Advisors, commissioned by Alkami, the active digital banking users as a percentage of checking accounts increased year over year to 77% in 2024.
People are increasingly opting for the convenience, flexibility, and self-sufficiency that digital banking platforms offer, whether it’s checking account balances, making payments, or even applying for loans—all from their mobile phones or laptops in the comforts of their homes.
But while this shift has empowered account holders, it has also created a challenge for banking institutions: How do you provide the self-sufficiency users crave while still offering the timely and personalized support that has always been your hallmark?
As account holders embrace more control over their finances, what happens when they run into obstacles—whether it’s a confusing loan application, an unfamiliar account feature, or a transaction that doesn’t go through?
They need support.
In moments like these, it can no longer be about just providing a phone number or a branch visit. Support must be available through the channels your account holders use, trust, and one that aligns with the preferences and needs of the moment.
Some may prefer the immediacy of a quick text message, while others may need more detailed assistance, opting for a video call with a representative.
They need immediate, clear, and personalized support that works best.
By meeting your account holders where they are—on their terms—you not only increase satisfaction but also foster a deeper connection that encourages them to embrace the full benefits of the digital banking solutions they have access to.
Account holders expect to manage their finances whenever and wherever it’s most convenient for them—whether it’s late at night, during lunch breaks, or on weekends.
That’s where artificial intelligence (AI) comes in.
With AI-powered chatbots servicing their needs, users no longer have to wait on hold or wait for business hours to access their financial institutions. Whether it’s checking balances, transferring funds, or exploring loan options, AI bots provide instant, accurate assistance 24/7, empowering users to take control of their financial needs whenever it suits them.
Not after a long wait. Not tomorrow—but now.
By integrating AI-powered chatbots into your digital banking experience, you can offer users the freedom to resolve issues, find answers, and complete tasks—on their own terms. The result? Increased user satisfaction, faster service, and greater operational efficiency.
And the best part? AI is always learning and adapting, ensuring that account holders get more accurate, personalized assistance as they engage with your systems.
While AI ensures instant assistance for queries, some situations still require human expertise.
When that happens, users expect to connect with the expert best equipped to resolve their issues —without having to navigate a generic customer service system and fast!
This is where Skill-Based Routing (SBR) becomes a game-changer.
What is SBR? When a user reaches out for support, SBR uses advanced algorithms to route each inquiry to the most qualified agent based on their expertise, ensuring that the user is connected to the right person without unnecessary transfers or delays. No more long hold times or multiple touchpoints—SBR ensures that users get the right support, right away.
With SBR, users no longer have to explain their issue multiple times to different agents– demonstrating efficiency and attentiveness.
The ability to “know” users on a personal level has always been the backbone of community credit unions and banks, allowing them to provide relevant, insightful, and proactive support.
But replicating this personal touch in the digital world—where banking happens through clicks rather than face-to-face conversations—has been a challenge.
Enter AI-powered Conversational Intelligence.
Sitting on top of your digital systems, AI can now analyze your users’ past interactions, assess their preferences, and even predict their future needs – securely and at scale. For example, suppose a user recently applied for a loan or is navigating a savings goal. In that case, AI can enable you to step in and offer helpful suggestions based on their unique history.
By integrating “AI-powered knowing” in your digital banking platform, you can create digital interactions that feel familiar and thoughtful, making account holders feel understood, valued, and supported. Whether it’s anticipating a question before it’s asked or offering solutions based on past interactions, you can ensure that all users receive the same personalized service they expect from their local branch.
While offering multiple support channels and AI chatbots is essential, there are times when account holders don’t want you to solve their problems—they just want guidance.
Co-browsing is an excellent way to meet this need.
Imagine a user struggling with a mortgage application—co-browsing allows an agent to highlight key sections, ensuring a smooth process without taking control away from them.
It allows your agents to assist users in real time while they maintain control of the process. By leveraging co-browsing technology, you can virtually walk users through complex tasks, like filling out a loan application or understanding a new feature.
This approach actively shows users how to navigate the platform, resolve issues, or learn new features, all while reducing friction. This approach benefits both users and your team, reducing repeat inquiries and fostering stronger relationships. The more that users leverage digital tools independently, the more likely they are to adopt them in the future, leading to greater satisfaction and reduced dependence on support. It’s a win-win.
For community credit unions and banks, the future isn’t just about adopting cutting-edge technology to have a digital presence – it’s about building a deeper connection and offering advice and support that empowers their account holders, especially during moments of financial uncertainty or when tough decisions need to be made.
Through the powerful partnership between Alkami and Eltropy, you can offer the best of both worlds: the self-sufficiency your users crave and the timely and personalized support that has always been your hallmark. This will create a digital experience that feels just as warm and supportive as a visit to the local branch.
By supporting your users with high-touch and high-tech, you’re doing more than just enhancing their experience—building lasting trust and loyalty. Because at the end of the day, it’s not just about banking—it’s about banking with confidence.
