For many customers and members, the contact center is where expectations are tested most directly, especially when they need quick answers, continuity, or support that spans multiple channels. This panel explores how banks and credit unions are strengthening call center capabilities and connectivity between contact centers, branches, and digital platforms to create seamless experiences. The discussion will also examine how tools, training, and technologies are helping frontline teams elevate service. As institutions rethink their contact center, the panel will explore what changes will make it truly part of a connected frontline strategy that improves both efficiency and customer confidence.

Find out more about how to: 

• Equip contact center teams with tools to improve both efficiency and quality of conversations 
• Connect frontline channels to create a unified experience across interactions 
• Create visibility into digital and branch activity, product relationships, and banking needs so conversations can begin with context  

Artificial intelligence has the power to transform how financial institutions interact with members—but the challenge is leveraging AI in a way that is both compliant and human-centered. This think tank explores how banks and credit unions can deploy AI tools to enhance frontline interactions, increase personalization, and create meaningful connections while maintaining customer trust. Join this session to discuss how AI can elevate service while maintaining compliance, ethics, and member confidence.

Participants will gain practical insights into: 

• Identifying AI applications that improve frontline efficiency and member engagement
• Implementing data governance-compliant policies that protect member and organizational data when using AI
• Preparing staff to leverage AI effectively in day-to-day interactions