The proliferation of personal technology has created a great deal of added new conveniences in our everyday lives – and a growing dependence on connectivity. With 81% of adults carrying smartphones and 84% owning a computer, it is no surprise that online and mobile credit union applications have become a must-have. In addition to convenience, these avenues of digital account access provide a sense of security and control members have come to desire.

However, the draw of hands-on convenience is also changing member behaviors. Constant access to account information has members taking basic banking services into their own hands – reserving in-person transactions for more in-depth questions and programs. The result is an up-tick in self-service use with a slow and steady drop in face-to-face interactions. Research from CACI, an IT solutions provider, predicts branch visits will fall from an average of seven per year to a mere four by 2022.