Howard Meller

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 

Meant to facilitate networking amongst peers coming from large banking institutions, the sessions in this track will feature topics that are top of mind for this group. Think of this as your own private boardroom to discuss what really keeps you up at night as a bank at scale. 

Discussions may include: 

What strategies create a unified, high-impact brand experience across many diverse locations? 

What is the future of truly omnichannel service, aligning digital, in-branch, and contact center interactions? 

What’s the most effective structure for upskilling staff for advisory and universal associate roles in major networks?. 

How can advanced analytics and AI be leveraged to personalize experiences at every branch, nationwide? 

Meant to facilitate networking amongst peers coming from similarly sized institutions, the sessions in this track will feature topics that are top of mind for each network group. We will answer questions like: How do we use performance analytics to decide which sites to update, close, or invest in full renovations? 

Which fintech partnerships are quick to implement and ROI-positive for midsize institutions? 

How do we identify and deploy a mix of ITMs, video banking kiosks, and in-person tellers per branch type? 

How do we use CRM data to proactively re-engage digital-first customers? 

Which feedback loops drive continuous improvement in branch experience across locations? 

How do we assign and track development and financial wellness KPIs, and report results? 

Meant to facilitate networking amongst peers coming from similarly sized institutions, the sessions in this track will feature topics that are top of mind for each network group. Problem solve around questions like: How do we leverage transaction and engagement analytics to decide on which locations should be modernized, relocated, or closed? 

How do we structure meaningful multi-role staff training to cover advisory, transactional, basic troubleshooting, and outbound sales? 

Which branch design changes have the highest impact on customer traffic and satisfaction? 

How do we create local partnerships that result in new account or loan growth? 

What communication and education approaches work best to nudge reluctant in-person customers to adopt mobile banking and digital services? 

What free or low-cost digital and AI tools are ready for us to ‘plug in’? 

How do we monitor the business impact—beyond classic KPIs—of financial education and community development programs? 

As digital-first customers redefine how they engage with financial institutions, the traditional branch model is under pressure to evolve—yet all data points to the fact that the physical branch is vital to remaining relevant, competitive, and valuable. Kick off Future Branches by reimagining branch experiences in response to generational shifts, heightened expectations for personalization, and the growing demand for seamless omnichannel service. From Gen Z’s preference for self-service and speed to millennials’ desire for financial guidance and digital integration, we’ll look at how today's customers are reshaping the way banks and credit unions must design their spaces and services. In addition, we’ll address how new technologies like AI are in the process of transforming what is possible in banking. Attendees will:

·       Explore data on how customer expectations are evolving in relation to branches and branch networks

·       Discover emerging trends and use cases for AI that will impact the banking industry

·       Envision what your “Branch of 2030” could look like, with actionable ideas for rethinking design, staffing, and service models to align with tomorrow’s customer

·       Gain inspiration to think outside the box when designing your organization’s future trajectory