Marsha Womack

Customers appreciate seamless transactions, but they stay loyal to institutions that make them feel valued. This panel will explore how banks can strike the right balance between technology-driven efficiency and genuine human connection—whether in person at the branch or through digital channels. Industry leaders will discuss strategies for fostering trust, and ensuring that every touchpoint, from chatbots to branch visits, reinforces a culture of care. Join us to discover how financial institutions can build lasting relationships that set them apart in an increasingly impersonal banking landscape. Here are four key challenges panelists will address: 

• Streamline services while preserving the personal touch that builds trust and loyalty 
• Establish processes that prioritize member wellbeing during key moments, transactions, and times of difficulty 
• Implement strategies to make online and mobile interactions feel personalized, responsive, and relationship-driven 
• Ensure customers feel valued, even as the industry shifts toward more self-service options