Jamie Cosgrove

PODCAST: Next-gen expectations

Younger members expect digital-first, personalized experiences.

February 18, 2021

As the upcoming generation of consumers enters the financial services marketplace, credit unions should prepare to meet their expectations. Younger generations select financial institutions based on a very different set of criteria than their parents used.

They look for convenient, digital-first, personalized experiences—and they’re willing to walk away if a financial institution doesn’t deliver them.

In this episode of the CUNA News Podcast, Jamie Cosgrove, head of financial services at Podium, explores what the modern member expects from financial institutions, including the importance of a mobile-first, cashless transaction experience.

He also shares how credit unions can build trust with these members and explains how their preferences fit into growing consumer acceptance of digital banking due to the coronavirus (COVID-19) pandemic.

Cosgrove says there are many tools available to move credit unions in the right direction, and they can provide feedback much more quickly than ever before.

You can listen to the CUNA News Podcast in Apple's iTunes Store, Google Podcasts, Spotify, and Stitcher Radio.

In this episode:

2:04: Characteristics of younger consumers

3:29: A preference for digital interactions

5:22: Earning trust in a virtual environment

7:23: Strategies for building customer loyalty

10:25: Improved experiences in the digital space

12:28: Delighting members and employees

15:24: How to measure success with tools