Coming Soon… a New Delivery Channel For You…
We are at the “dawn” of a new age. By early fall 2026, it is projected that InTouch Credit Union (ITCU) will have more members living outside of Texas than within the state. By mid-2027, it is highly likely that ITCU will have more members living in locations (i.e., states and countries) without a local ITCU branch in its adjacent neighborhood. In other words, the total number of members living in Texas, Michigan, and Nevada (where we operate physical branch locations) will be less than 50% of ITCU total membership. Now more than ever, ITCU members rely on secure, encrypted, intuitive technological solutions to conduct most of their banking transactions. So, it should come as no surprise that ITCU continues to build on its Electronic Data Systems (EDS) legacy that focuses on service improvements, digital convenience, and cutting-edge affordability.
Beginning in January 2026 (and throughout the first half of 2026), ITCU will launch a series of technology enhancements to better secure your account information while simultaneously making it easier to do business with us. Relying on today’s most secure components of modernization, the new communications platform will include a new 24/7 interactive voice assistant (Iva) and an upgraded chatbot to provide smarter, more conversational interactions. Iva is a 24/7 phone-based virtual assistant that will help you with questions and banking tasks at any time, day or night. She will offer fast self-service support to reduce or eliminate “on hold/wait times,” and will support retrieving account balances, CD maturity dates, dividend rates, loan balances, loan interest rates, same day loan payoff amounts, next loan payment dates, and transaction history data including transfers between accounts owned by you.
We are introducing Iva because once again you spoke and we listened. The results from ITCU’s Annual 2025 Membership Survey confirmed your preference to use Digital Banking as the primary method for conducting business with ITCU. When asked, you stated you never have plans to visit an ITCU branch location (38.6%), or if you must, once a month or less (47.5%) is more than enough. As a result, investing in enhanced delivery methods that meet the primary banking needs of over 86% of the membership makes sense. However, we also recognize there is a difference between meeting a need and delivering what you need, when you need it.
Despite achieving a 20-year record-high service satisfaction rating in the 2025 survey, we know we can do better. In 2026, we plan to do just that!
Kent Lugrand
President/CEO