Credit unions have historically served a critical role in their communities, offering more personalized and affordable services, but as banking preferences evolve and members migrate to a mix of banking channels, they will, too, need to evolve to promote more self-service options. By increasing digital adoption and remaining connected with their members in the channels that matter most, they can ensure they remain competitive in a quickly changing banking landscape.

According to internal Diebold Nixdorf data, self-service channel usage increased in 2022. However, many consumers are still using tellers to complete transactions that can be migrated to self-service channels. Transaction migration can help credit unions automate manual tasks that most consumers can do on their own, freeing time for tellers to build relationships with members face-to-face. While credit unions will still need to determine how to engage and deepen relationships with the small percentage of their member base who don't visit the branch or interact with staff, the reality is that market research points toward a pent-up demand for more self-service options.