PegaWorld 2025: The Journey to Omni-channel: Navigating Paid Media Challenges with Navy Federal Credit Union (Presentation)

Brands often face the challenge of managing fragmented channels – owned channels under direct control and paid channels that remain siloed and externally managed. In this session, discover how Navy Federal Credit Union broke down barriers to unify their paid and owned channels and create seamless, personalized, omni-channel customer experiences. Learn about the hurdles they overcame, the strategies they employed, and how they laid the groundwork for an ambitious omni-channel vision.