As the CXO of Sun Community Credit Union, Billie oversees all member-related operations, including Branches, Contact Center, Digital, Marketing, and VOM. She also leads the Credit Union's Training & Development initiatives. With over 25 years of leadership in retail banking, Billie has built dynamic teams focused on transforming the banking experience through storytelling, innovative branch design, and, most importantly, a needs-based approach to sales and strategic growth.
Building for Growth - Human Centered and Innovative Branches
2:50 PM Presentation: Closing the Branch CX Gap: Mystery Shopping, Loyalty, and the Human Side of Experience
What customers remember most about a branch visit is often not the transaction itself, but whether they felt acknowledged, understood, and valued. This session will explore how banks and credit unions can use mystery shopping to identify critical moments in the customer or member experience and strengthen it. From first impressions to consistency and staff confidence, Billie Jo Cardenas, CXO at Sun Community Credit Union, will share how to translate findings into meaningful initiatives. Attendees will also hear strategies for strengthening loyalty through targeted coaching, mission-driven culture building, and leadership practices.
The discussion will focus on how institutions can:
- Assess branch interactions using mystery shopping to uncover hidden experience gaps
- Identify key factors that influence trust and loyalty
- Strengthen experience through coaching, leadership, and mission-driven practices
Check out the incredible speaker line-up to see who will be joining Billie Jo.
Download The Latest Agenda