How the World's Largest Credit Union is Scaling Digital
About this episode
Meghan Gound discusses the digital strategy at Navy Federal, the world's largest credit union, and how AI is shaping the future of banking.
While many financial institutions are still figuring out their digital strategy, Meghan Gound is running digital at a scale most will never see. In this episode of Main Street AI, Ankur Patel chats with Meghan Gound, SVP of Digital at Navy Federal — the world's largest credit union with over 15 million members across the military community, veterans, and families. Meghan owns digital strategy across online banking, mobile, chat, and the omni-channel experience that ties it all together.Navy Federal has 10M+ members logging into digital every month — 27 times a month on average — from every corner of the globe. Meghan's team is blurring the lines between self-service and human-assisted channels, extending the same digital interface to team members in a 24/7 contact center, rolling out features like Trusted User for deployed military, and thinking hard about what conversational AI looks like when "human in the loop" isn't a buzzword but a design principle.Guest: Meghan Gound, SVP of Digital, Navy Federal Credit UnionHost: Ankur Patel, CEO & Founder, Multimodal0:00 Introduction: Meet Meghan Gound0:40 Leading digital at the world's largest credit union1:20 What…
People in this episode
Host: Ankur Patel
Guest: Meghan Gound
Topics covered
- digital strategy
- credit union
- AI in finance
- omni-channel experience
- self-service
- human-assisted channels
Mentioned in this episode
Organizations: Navy Federal Credit Union
Places: military community, veterans
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