Webinar: Consumers Demand Personalized Payments Experience

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Thursday, December 2, 2021
Presenters: Tom Pierce, SVP, Chief Marketing Officer; Norm Patrick, Vice President, Advisors Plus Consulting

Nearly 20 months after its emergence, the COVID-19 pandemic is still impacting the U.S., its economy and consumers, as well as the global economic landscape. As consumers have grown more accustomed to change over the past year and a half, the economy continues to demonstrate its resilience – and the payments industry is no different. For the fourth consecutive year, PSCU set out to gauge payment preferences among credit union members and other financial institution customers (“non-members”), including how they evolved over the past year. 

Through this annual research, PSCU explores the factors that influence consumers when it comes to their choice and usage of different payment methods, how these factors may vary among different life stages and economic events, and how credit unions can better serve their members and optimize their offerings to adapt to these evolving preferences and needs – both now and in the future. PSCU’s Eye on Payments shares key study findings, along with takeaways that credit unions can leverage as the payments landscape continues to evolve.

Key Course Takeaways

Through research gathered in Eye on Payments, PSCU will share the following:

  • Factors that influence consumer behavior when it comes to the choice and usage of traditional and emerging payment methods across multiple payment scenarios
  • How social and economic events impact payment choice
  • The evolution of how consumers are interacting with their credit union or other financial institution, and how they anticipate doing so in the future
  • How and why payment method preferences differ among generations and regions
  • Recommendations for credit unions to better meet evolving payment preferences and member needs

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About the Presenters

Tom Pierce,
SVP, Chief Marketing Officer

In his role as SVP, Chief Marketing Officer, Tom Pierce is responsible for leading and executing PSCU’s marketing and communications strategy. Pierce has successfully led marketing teams for more than 30 years, with the latter half of his career spent in the payments industry. Prior to joining PSCU, Pierce served as Chief Marketing Officer for Cardtronics, a global ATM organization serving the retail and financial services industries, where he directed a global marketing team in the development and execution of strategic marketing and communications initiatives.

Norm Patrick
Vice President
Advisors Plus Consulting

Norm Patrick is vice president of Advisors Plus Consulting at PSCU. Advisors Plus was established in 2004 as the consulting arm of PSCU. Together, PSCU and Advisors Plus’ products, financial services solutions and service model collectively support millions of credit, debit, prepaid, online bill payment and mobile accounts at PSCU’s Owner credit unions; protect over 2 billion transactions annually from fraud; and optimize credit union performance and growth. With nearly 25 years in the financial services industry, Norm founded the Debit & Checking practice area in 2007 based on his experience in managing one of the largest debit card portfolios in the U.S. 

Additional Content

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