Personalization to Hyper-Personalization: Navigating the Multi-Channel Journey at Navy Federal Credit Union

The customer experience landscape is noisy and constantly evolving with new data and technology needs and innovations.  Creating truly personalized customer experiences is in this environment is challenging yet achievable, as modern consumers demand personalized interactions without compromising their privacy.  Join this session to learn how Navy Federal Credit Union navigated its journey from traditional personalization strategies to delivering AI-powered, hyper-personalized engagements across channels, enhancing experiences for their members.