Altaf Ahmed

Members interact with financial institutions across multiple channels, and consistency is key. This panel brings together experts to discuss strategies for creating a seamless omnichannel experience that integrates in-person, phone, chat, email, and other customer-facing touchpoints. Panelists will highlight operational best practices, technology solutions, and training approaches that ensure members receive a consistent and efficient experience no matter how they reach you. Join this session to discover how to unify channels for higher engagement, satisfaction, and efficiency. Participants will walk away prepared to:

• Align processes and systems across all member touchpoints for consistency
• Implement technology that supports interactions
• Train staff to deliver consistent service and messaging across channels
• Use metrics to monitor and improve performance across each touchpoint
• Create a member journey that feels connected, intuitive, and personalized

As more banks and credit unions roll out ITMs, the biggest success factor isn’t the hardware—it’s customer adoption. Institutions must thoughtfully design the ITM experience so customers feel supported, confident, and willing to transition routine transactions to a new channel. When implemented well, ITMs free up branch staff for higher-value conversations while giving customers faster, more flexible service. Join this panel to learn how leading institutions are introducing ITMs, educating customers, and creating frictionless journeys that drive usage, satisfaction, and long-term engagement. Get new ideas for how to:

• Map customer journeys that ease the transition from teller lines to ITM-supported interactions
• Craft messaging and in-branch education strategies that build trust and encourage adoption
• Equip branch staff to champion ITMs, guide customers, and reinforce the benefits
• Measure usage, satisfaction, and ROI to refine and accelerate the ITM rollout strategy