Blending Innovation with the Personal Touch in Digital Banking

When credit unions add digital services, customers need to trust that the experience will be effortless and secure, but also personal.

PSECU’s leadership team has been exploring this balance, sharing insights on how to prioritize human connection while investing in automated, secure experiences. Their latest articles highlight the biggest trends shaping digital banking today.

Here’s a look at what they’ve been saying.

Keeping the personal touch in digital banking

Adam Stewart, VP of Strategic Growth, Marketing & Relationship Management at PSECU, addressed a challenge many credit unions face: how to maintain a personal connection while embracing digital banking. As he noted in CUInsight.com, “While technology will continue to transform how financial services are delivered, the core value of human connection must remain central to a credit union’s mission.”

His article outlined strategies for humanizing digital banking, such as using live chat with real agents, offering personalized alerts based on member needs, and blending digital tools with community engagement. The takeaway? Digital transformation should enhance — not replace — the personal service credit unions are known for.

Cloud-based platforms address pain points in credit union services

Greg Minnich, VP of Member Experience & Engagement, weighed in on another critical shift: the rise of cloud-based platforms. Writing for CUtoday, he detailed how these systems streamline authentication, improve service efficiency, and create a more personalized banking experience.

“Adopting cloud-based platforms is a key step for credit unions ready to transform their digital experience,” Minnich explained. “More than just a technology upgrade, they’re an opportunity to strengthen trust and loyalty with members while preparing for future challenges.”

Innovation and trust go hand in hand

Digital banking security is more important for credit unions, which prioritize members over profits. In Credit Union Business Magazine, Clifton Van Scyoc, VP of Technology at PSECU, examined how credit unions can balance innovation with trust.

“Advanced cyber threats are emerging left and right, with bad actors leveraging sophisticated tools such as artificial intelligence (AI) to exploit vulnerabilities,” he wrote. "Credit unions have responded by adopting cutting-edge security measures, from multi-factor authentication to AI-driven fraud detection and real-time monitoring systems, ensuring member data remains protected."

His article emphasized the importance of clear communication with members, proactive fraud prevention, and ensuring that new technologies align with members’ needs.

Prioritizing security in digital banking

The final piece in the series, which appeared in Credit Union Times, comes from Tim Snyder, Chief Information Security and Privacy Officer at PSECU. He offered practical solutions for the growing concern of cybersecurity threats in digital banking.

In the article, he stressed the need for a multi-layered security approach, including multi-factor authentication (MFA), AI-powered fraud detection, member education, and industry collaboration.

“While there is no single solution to cybersecurity, a proactive mindset can make all the difference,” Snyder wrote. “Credit unions must continuously evaluate emerging threats, refine security strategies, and foster a culture of shared responsibility.”

The future of digital banking

From personalized digital experiences to cloud-based solutions, cybersecurity, and trust, PSECU’s leaders have provided a roadmap for the future of credit union banking. Their insights reinforce that digital innovation shouldn’t focus on improving service or enhancing security without also building stronger connections with members.

As these conversations continue, PSECU remains committed to leading the way, ensuring that innovation always aligns with what matters most: the people we serve.