Danielle Green

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 

Attracting and retaining the right talent has never been more critical—or more challenging—in the evolving financial services industry. As customer expectations shift and digital transformation accelerates, banks need skilled, engaged employees who can deliver both innovation and exceptional service. This panel will explore strategies for identifying high-potential candidates, fostering career growth, reducing turnover, and creating a culture that keeps top talent invested. Industry leaders will discuss: 

• Hiring practices and questions that prioritize the right fit for your institution long-term 
• The role of leadership in employee engagement  
• Creating programs that help employees continue their career trajectory internally and foster long-term success 
• Making everyone at the organization responsible for employee retention and decreasing turnover