Sundeep Kapur

Consulting Director Mid-South Community Credit Union

Day 1 - Nov. 18 - GROWTH BY DESIGN: BUILDING SMARTER FOR A RAPIDLY CHANGING MARKET

5:00 PM Capstone Fireside Chat: Reason, Season, Lifetime: Serving Consumers Seamlessly Across Channels

At the heart of our business is a simple mission: to serve our consumers. Whether they’re opening accounts, borrowing, or transacting, we provide a wide range of financial solutions tailored to their needs. In this fireside chat, we’ll explore effective strategies for driving engagement across channels—digital, contact centers, and physical branches. More importantly, we’ll discuss how to create meaningful, lasting relationships by balancing convenience with connection. Every channel plays a unique role in the consumer journey. Relationships can begin anywhere but must be nurtured everywhere. We’ll share our vision of the ideal experience, along with the principles and success metrics that guide us, plus, how we use the "home advantage" to make our branch interactions impactful. Join us to discover how serving consumers well—whether for a reason, a season, or a lifetime—can lead to deeper trust, stronger loyalty, and growth powered by genuine advocacy. Simply said, they came to us for a reason, when we do more we serve them across seasons, and if we do it right it becomes a partnership of a lifetime! Walk away with inspiration to:

Re-envision your ‘ideal’ cross-channel experience to challenge traditional thinking around what customers want
Re-defining the success metrics for your channels to focus on how they work together to create a unified experience
Re-invigorating your branch, contact center, and digital channels with a mission that resonates with members and employees alike and creates long term loyalty

Day 2 - Nov. 19 - FROM TRANSACTIONS TO RELATIONSHIPS: ELEVATING CX IN A TRUST-DRIVEN ERA

3:05 PM Workshop: Beyond Channels – Reimagining Multichannel Strategy for the Future

As customer expectations continue to evolve, financial institutions are rethinking how they serve consumers—not just by improving individual channels, but by questioning the role of channels altogether. Is your organization ready for a “no channel” future where service is seamless, intuitive, and personalized at every touchpoint?

In this interactive, hands-on workshop, we’ll break out of the traditional channel-by-channel mindset and challenge you to evaluate your current approach with fresh eyes. Through brainstorming exercises and guided activities, you’ll explore how your digital, branch, and contact center strategies intersect—and where they may be unintentionally siloed. You’ll also look ahead to the kind of experience your institution wants to offer and what it will take to get there. In this workshop, you’ll:

Audit your current multichannel experience and identify areas for evolution
Explore the possibilities of a “no channel” approach and what it could mean for your strategy
Brainstorm creative ways to unify the customer experience across teams and tools
Redefine what success looks like beyond traditional KPIs
Leave with ideas and momentum to build a more connected, future-ready service model

Check out the incredible speaker line-up to see who will be joining Sundeep.

Download The Latest Agenda