‘Digital First’ Not ‘Digital Only’
[Updated May 2025] What Credit Unions Should Do Now: 5 Key Takeaways from the BAI Banking Trends Report Credit unions are at a turning point. The BAI Banking Outlook Special Report reveals how quickly customer expectations are changing—and how much work financial institutions still need to do to keep up. From digital transformation to member experience, the message is clear: credit unions must adapt to compete and thrive. Here are five important things every credit union should take away from this report—and how Better Lobby can help. 1. Make Appointments and Queueing Part of Your CX Strategy 📊 Only 9% of financial leaders said their digital experience is “excellent,” yet members are demanding more flexibility and control. What to do:Let members book appointments online, join a virtual queue from their phone, or meet with staff over video or phone.Better Lobby offers all three, helping credit unions offer fast, easy, and personalized service—whether a member is on-site or remote. ✅ In-branch, phone, or video appointments✅ QR code check-ins and same-day queuing✅ Staff photos and bios during booking for added trust 2. Branches Still Matter—But They Need to Feel Smarter 🏦 While mobile dominates for Gen Z and Millennials, Boomers and Gen X still prefer visiting a branch—especially to open new accounts. What to do:Make the branch experience count. Use Better Lobby Kiosks for smooth check-ins, Wall Displays to reduce confusion, and staff scheduling tools to prepare for busy times. ✅ Members see where they are in line✅ Staff know who’s coming and why✅ Managers get reports to plan better staffing 3. Build Loyalty Through Experience—Not Just Products 💡 Younger generations (Gen Z and Millennials) are less loyal to one financial institution and more open to using Amazon, Apple, or PayPal for banking. What to do:Differentiate on service and relationships, not just rates and features. Better Lobby helps credit unions track visit history, staff notes, and service outcomes—so each visit feels personalized. ✅ Know your member before the conversation starts✅ Track visits across branches✅ Use visit history to offer smarter follow-up 4. Use Data to Work Smarter, Not Harder 📈 Credit union leaders say improving CX is their #1 business challenge, yet many aren’t using their data to improve operations. What to do:Better Lobby offers 50+ built-in reports and dashboard tools to help you: Track average wait times and appointment trends See which services are most requested Adjust staffing or hours based on real traffic patterns Data like this helps credit unions reduce friction, improve satisfaction, and cut waste—all with the tools they already have. 5. Support DEI, ESG, and Member Values 🌍 A growing number of members—especially younger ones—want to know their credit union shares their values. What to do:Better Lobby lets you display staff languages, areas of expertise, and even photos during booking—helping members feel seen and understood. Plus, by offering accessible check-in options, you support equity and inclusion in every interaction. ✅ ADA-friendly self-check-in kiosks✅ Member-facing text and labels customizable for any audience✅ Transparent, fair queue management reduces confusion and conflict Final Thoughts: Banking Trends Report The BAI report shows that expectations are rising, and competition is growing. But credit unions have a unique opportunity: to deliver high-tech service with a human touch. Better Lobby is built to help credit unions meet this moment—by improving operations, supporting staff, and creating a modern, welcoming experience for every member. Want to learn more? Let’s talk about how your credit union can turn insight into action. In the BAI Banking Outlook research on 2022 trends, financial services leaders reported that these are the top three ways accountholders utilize the branch network: open or close an account conduct a transaction resolve an account problem Appointments – whether in person or by video – are ideally suited to reasons 1 and 3. Experience shows that more accounts can be opened on the first visit with appointments. Plus return visits for the same new account opening are minimized because the member has been told exactly what paperwork to bring to the appointment. Read the full report by BAI here The following section is the original post from April 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. When it comes to resolving financial account problems, nothing beats a face-to-face conversation with an empathetic CU employee. Our CU partners are increasingly conducting these important meetings by video because Better Lobby Flexible Branches Video Meetings helps deliver a more personalized member experience from the member’s home, car, or office. Key Takeaway: Going forward, successful CUs will be the ones that combine robust digital-first capabilities with top-notch support from branches and contact centers. https://www.bai.org/wp-content/uploads/2022/01/the-top-banking-trends-and-challenges-for-2022.pdf
British CU Promises Not to Close Any Branches for Next 4 Years
[Updated May 2025] Why Branches Still Matter: Lessons from Principality’s Promise to Stay Local In a time when banks across the world are closing their doors and going digital-only, one UK-based financial institution is making headlines for doing the opposite. Principality Building Society has pledged to keep all of its branches open until at least the end of 2025—and their decision offers some valuable insights for credit unions here in North America. At Better Lobby, we believe that branches still play a vital role in member relationships. And we’re not alone: research from Principality shows that over 70% of their members consider branch access a key factor when choosing a financial provider. So what does this mean for credit unions? It’s simple: in-branch service is far from obsolete—it’s evolving. What We Can Learn from Principality’s Approach 1. Branches Are More Than Transaction CentersJulie-Ann Haines, CEO of Principality, said it best: “People use branch visits as an opportunity to enjoy some social interaction… Our colleagues see members as individuals, not just customers.” Branches are still places where members come for trust, advice, and human connection—especially for complex needs like loans, new accounts, or financial planning. It’s not just about banking—it’s about belonging. 2. Keeping Branches Open Builds Member LoyaltyBy committing to keeping all 53 branches and 14 agencies open, Principality is sending a strong message: “We’re not going anywhere.” That kind of stability fosters trust and long-term relationships, especially in rural or underserved communities where alternatives may be limited. For credit unions, being part of the community means more than just having a brand—it means showing up, in person, year after year. 3. The Public Still Wants Access to Cash and ServicesEven as digital adoption increases, people still want a physical option. Whether it’s a preference for face-to-face service or simply the need for cash, branches remain essential for financial inclusion. The numbers back this up. While over 700 bank branches closed in the UK in 2021 alone, members of Principality expressed that they continue to value the ability to walk into a branch when they need to. How Better Lobby Helps Credit Unions Keep Their Promise Credit unions that want to maintain a strong branch presence while adapting to member needs can benefit from smart tools that enhance both efficiency and experience. That’s where Better Lobby comes in. Here’s how we help you modernize your branch network—without closing the door on your members: ✅ Lobby Management SystemStreamline traffic flow and reduce member wait times by tracking who’s waiting, who they need to see, and how long they’ve been served. No more clipboards or guesswork. ✅ Appointment SchedulingLet members book face-to-face, phone, or video appointments in advance. Staff can prepare ahead of time, leading to better outcomes and a more personalized experience. ✅ Online QueuingOffer same-day service options by allowing members to “check in” remotely and arrive when it’s their turn. It’s flexible, convenient, and reduces lobby congestion. ✅ Kiosk Check-InMembers can check in at a self-service kiosk or using a QR code—speeding up service without losing the human connection. ✅ Wall DisplaysKeep your lobby fair and transparent with queue updates visible to everyone. No more wondering if someone cut in line. Key Takeaway: Branches aren’t going away. They’re evolving.Credit unions that invest in their branch experience—and back it up with the right technology—will build deeper member trust and long-term loyalty. Better Lobby is proud to help credit unions stay present, stay connected, and stay member-focused in an omnichannel world. The following section is the original post from February 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Principality Building Society, a United Kingdom-based credit union that was formed in 1860, has pledged to maintain its branch presence in the towns and cities it operates in until 2025 at least. This comes in response to a widespread public outcry in the UK against bank branch closings. The institution stated that “feedback from members continues to reinforce that having access to cash and services is vitally important to them…” Their decision was met with widespread positive publicity across the UK. One finance editor noted that “swathes of branch closures in recent times have dramatically reduced people’s ability to withdraw cash and left entire communities without someone to speak to face-to-face about financial matters, so it is encouraging to see a building society commit to protecting these essential services.” Key Takeaway: Research by the Principality Building Society among its members found more than 70% said a branch presence was a key factor when deciding which financial provider to choose. These findings closely mirror many surveys in the US where “convenient branches” consistently ranks as one of the very top reasons when choosing an FI.