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 "digital" actually means at Navy Federal2:18 Why 380+ branches still matter3:30 The scale challenge: 10M members, 27 logins a month5:20 How AI is reshaping the digital roadmap7:50 The context problem across channels10:00 Keeping AI authentic: human in the loop12:30 How the roadmap actually gets built14:30 The Trusted User story16:13 Balancing digital with human connection20:45 Where new ideas come from22:00 How Navy Federal tests and pilots25:00 How being member-owned shapes decisions28:30 What the rest of the industry can learn30:40 What keeps Meghan up at night31:50 The 5-year vision: transactional to conversational32:17 Closing thoughts#MainStreetAI #AI #CreditUnions #NavyFederal #DigitalBanking #MemberExperience #OmniChannel #ConversationalAI #AIinBanking #DigitalTransformation