Improving Engagement: The Power of Data and Personalization

The financial services industry is changing rapidly, and nowhere is this more evident than in the rise of fintech competitors like Chime. These digital-first platforms have captured the attention of younger generations—those in their 20s and 30s—by delivering hyper-personalized, seamless experiences. For credit unions and community banks to compete, they must combine the best of both worlds: the digital personalization these customers expect and the human touch they still value from branch interactions.

Why Younger Generations Demand Personalization

Millennials and Gen Z are setting new standards for engagement. They expect personalized financial solutions delivered through the channels they use most—mobile apps, SMS, and email. These consumers value experiences that feel tailored to their unique needs, whether it’s advice on building credit, saving for a first home, or managing student debt.

Fintechs like Chime have excelled at meeting these expectations by leveraging data and AI to create intuitive, highly relevant customer journeys. To compete, credit unions and community banks must adopt similar tools to understand their members deeply and engage them effectively.

Bridging Digital Personalization with Branch-Level Service

While fintechs have mastered digital experiences, they often lack the personal, face-to-face service that credit unions and community banks are known for. Younger customers still value the ability to walk into a branch and receive personalized guidance when making significant financial decisions.

Strum Platform enables institutions to bridge this gap by:

• Using StrumAI to analyze customer data and predict needs in mere seconds.

• Leveraging Strum Voice to deliver targeted, multichannel messaging at the right time with the right message.

• Equipping leaders and branches with a single source of truth.

Real-World Success: Embold Credit Union

Embold Credit Union embraced Strum Platform to engage younger members and saw remarkable results:

• A 50% increase in email responses, driven by personalized campaigns.

• A 7x increase in home equity lending, showing how data-driven insights can capture opportunities among members making major life transitions.

Get the case study here to read more about Embold’s success.

Why Acting Now Matters

Fintech competitors like Chime are growing rapidly, capturing younger customers who value convenience and personalization. However, credit unions and community banks have a unique opportunity to differentiate by offering personalized journeys that go beyond digital interactions and include trusted, in-person support.

By partnering with Strum Platform, financial institutions can:

• Build lifelong relationships with younger members by anticipating their needs and delivering value across digital and in-branch channels.

• Drive growth and engagement by combining data-driven strategies with human-centered service.

• Stay competitive in a landscape increasingly defined by personalization.

Ready to connect with the next generation of members? Let's talk to learn how we can help your institution lead the way.

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