Michael Mattone

First impressions shape lasting relationships—but in today’s omnichannel world, delivering a seamless onboarding experience takes more than a warm welcome. It requires coordination, consistency, and connection across every touchpoint—from digital account openings to in-branch interactions and everything in between. In this dynamic keynote, Michael Mattone of Navigant Credit Union will share how his team is transforming onboarding from a series of disconnected steps into a unified, member-centric journey. Drawing on Navigant’s proven retail experience strategy, Mattone will unpack what it takes to move from transactional engagement to long-term loyalty, especially in an era where members expect instant access, personalized guidance, and authentic human connections whether online, on mobile, or in person. Attendees will walk away with a blueprint for rethinking onboarding as a strategic growth lever—not just a checklist. He will offer practical insights on: 

• Integrating digital tools with frontline service to align digital and human touchpoints for consistent experiences 
• Crafting an onboarding journey that spans channels and builds trust from day one 
• Using data to anticipate customer needs to set the tone for lasting loyalty and increased share of wallet  
• Aligning departments that interact with customer onboarding to make sure each stakeholder is working toward the same goal 

As the banking industry undergoes rapid transformation, the roles and skills required for branch staff are evolving at an unprecedented pace. This session will explore how banks and credit unions can prepare their workforce for the future by redefining traditional roles, creating new positions driven by technological advancements, and equipping employees with the skills needed to thrive in a hybrid, customer-centric environment. Drawing from real-world examples, this session will address the importance of fostering a culture of continuous learning and adaptability. Attendees will also learn how to: 

• Leverage modernized training tools, mentorship programs, and data-driven insights to empower employees while enhancing productivity and customer satisfaction 
• Retain skilled employees in an increasingly competitive market 
• Implement upskilling and reskilling programs tailored to branch staff needs 
• Foster a culture of continuous learning to stay ahead of industry needs