Harris Poll survey reveals only one-third of credit union members feel understood by their financial institution.
Only about one third of your members feel understood by you – that’s the harsh fact that emerges from a member experience survey conducted by the Harris Poll and sponsored by White Clay, a fintech that says it helps banks and credit unions enhance customer relationships and profitability.
On the show today is Mac Thompson, CEO and founder of White Clay, to tell why members feel misunderstood and also to explain why he says credit unions should get busy implementing human-centered digital strategies in 2026.
Human centered digital? Isn’t that a contradiction in terms?
Thompson explains why it isn’t self contradictory and why he believes this may be the key that unlocks greater successes for the credit unions that make it happen.
Along the way he agrees that the biggest banks – Chase, B o A and a few others – have a huge lead in implementing AI. But Thompson is also optimistic that there is a path to success for credit unions that nurture their human bonds with members.
This is a show with a lot of big thoughts. But now – with AI rolling out everywhere and seemingly changing everything – now indeed is the time for credit unions to think big.
And Thompson thinks they can.
