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