Citadel Credit Union: How AI and data infrastructure are leveling the financial services field

Join Julie Muhn, Senior Research Analyst at Finovate as she sits down with Courtney Rowan, Chief Digital and Transformation Officer at Citadel Credit Union during FinovateFall 2026 for an engaging conversation on how credit unions are leveraging AI and modern data infrastructure to compete with larger banks, transforming reactive digital banking into proactive, personalized member experiences. Discover why data organization must come before AI implementation, how customer data platforms are revolutionizing individualization, and why credit unions' agility may be their greatest competitive advantage in the AI era. Key topics covered: • Eliminating unnecessary friction in digital banking through proactive AI • The importance of data infrastructure modernization before AI implementation • Customer data platforms and creating unified member profiles • Moving from segmentation to true individualization in banking • Orchestration layers for seamless omnichannel member engagement • Open banking landscape and the balance between API costs and fintech partnerships • How credit unions can leverage their agility to compete with big banks • The role of AI in narrowing the competitive gap between credit unions and large banks • Real-world implementation: Citadel's customer data platform launch • Financial wellness coaching powered by predictive analytics #finovate #creditunion #aiinfrastructure