Brent Nelson

Vice President of the Virtual Communication Center Wellby Financial

Creating memorable customer experiences within the financial industry for more than 15 years, Brent Nelson has served in numerous leadership capacities including Manager, Director, and currently Vice President of the Virtual Communication Center at Wellby Financial in Houston, Texas. With a diverse background spanning Consumer Lending, Fintech Financial Services, and five years in the Credit Union space, Brent has developed a deep understanding of member needs across multiple financial landscapes. After years in brick-and-mortar operations, he discovered a passion for transforming the virtual customer experience, which has driven his career for the last decade. From building strategies for multi-state site management and remote work models to creating a Virtual Communication Center uniting Contact Center, Digital, and eBranch teams, Brent has focused on designing solutions that elevate both member and employee experiences. "My job is to help create and develop a culture that allows you to be the best version of yourself so that you can create memorable experiences for our members." – Brent R.C. Nelson

Day 1: Growth By Design: Building Smarter For A Rapidly Changing Market

12:10 PM Panel: Empowering Your Contact Center, Branch, and other Customer-Facing Channels for Seamless, Connected Service

Your contact center and branch network are two of the most critical touchpoints in your customer experience strategy—but are they operating as efficiently and collaboratively with each other and with the other channels as they should? In today’s evolving landscape, customers expect seamless service, whether they walk into a branch, pick up the phone, or interact through digital channels. This panel will explore how to strengthen both your branch and contact center teams, equipping them with the tools, technology, and training they need to provide exceptional service while ensuring these channels work in sync. Our panel will discuss strategies for:

Optimizing workforce support, breaking down operational silos, and integrating call centers and branches into a unified service experience
Planning for disruptions—whether it’s an overwhelmed call center, a system outage, or a staffing challenge in a high-traffic branch
Implementing technologies that can help manage these challenges

2:40 PM Boardroom: Future-Proofing Your Tech Stack – Strategy, Partners, and Change Management

The pace of technological change shows no signs of slowing, and legacy systems can’t keep up with modern customer expectations. In this high-level boardroom discussion, Brent from Welby Financial leads a candid conversation about the strategic work behind modernizing your tech stack—from evaluating existing systems and vendors to identifying new partners that align with your future roadmap. Discuss how to inspire true partnership from your current vendors, how to identify when it’s time to move on, and how to gain organizational buy-in for major tech investments that elevate CX. Attendees will share challenges, frameworks, and lessons learned from managing change at scale.

Check out the incredible speaker line-up to see who will be joining Brent.

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