Description

From Digital Branch to Digital Concierge: Personalizing Every Member Touchpoint | August 19, 2026

Members expect their credit union to know them the way Netflix and Amazon do. But most CUs are still sending the same HELOC email to 40,000 members and hoping 2% click.

This session shows how AI-driven intent signals transform the digital experience from generic to personalized across web, mobile, email, and contact center. Walk through a real member journey: the signals that trigger the right moment, the content that adapts to lifecycle stage, and the handoff from digital to human when it matters. Attendees leave with a framework for identifying the three highest-impact personalization moments at their CU; without ripping out the core.

Presenters: Sabhya Katia, Co-founder at Merble