EJ Kritz

As digital banking reshapes customer preferences, branches have a unique opportunity to redefine their role as essential touchpoints in fostering trust and loyalty. This keynote explores the unique value that human-centered service provides in a technology-driven world. Gain actionable strategies to transform your branches into vital components of an omnichannel banking experience. Drawing on cutting-edge examples and future trends, this session demonstrates how branches can go beyond transactions to deliver personalized, high-impact engagements. Get inspired to: 

• position and craft branches as relationship hubs that complement digital banking 
• integrate new technologies to enhance—not replace—human interaction and deliver expert, empathetic, and adaptive customer service 
• creating experiences that build loyalty and trust across generations and locations in an increasingly digital era 

To deliver exceptional banking experiences, understanding the diverse needs, preferences, and expectations of your customers is essential. This session dives into how customer research and segmentation can illuminate the unique ways customers want to interact with their financial institution. Learn how to craft tailored messaging, design relevant touchpoints, and deliver personalized experiences across channels, from branches to digital platforms. Discover strategies to align marketing efforts and set meaningful metrics that drive engagement and adoption. By focusing on segmentation, you can create experiences that resonate, deepen customer relationships, and support growth in an evolving banking landscape. Learn how to leverage segmentation to:

• identify and cater to the distinct needs and preferences of different customer groups
• create personalized banking experiences that foster deeper customer connections across channels
• craft targeted messaging that resonates and drives adoption
• establish meaningful success metrics that measure engagement and satisfaction

Only 47% of Gen Z have an account with a traditional bank. However, a surprising number cite having a branch nearby as a reason they consider opening an account at a bank or credit union. As generations grow up, preferences are also changing. Explore the evolving preferences and expectations of customers across all age groups. This session will delve into strategies for engaging Gen Z, thinking ahead about Gen Alpha, while continuing to understand and react to the changing preferences of older generations as the technological landscape shifts. Panelists will discuss the latest trends and the generational shifts shaping the banking industry and learn how to adapt their strategies to:  

• Identify key trends in digital banking and personalized experiences 
• Leverage financial wellness and social responsibility to attract and retain customers 
• Develop strategies to grow a multi-generational customer base 

Impersonation fraud is on the rise, fueled by sophisticated tactics and tools like generative and voice AI, which make it easier for bad actors to deceive both institutions and their members. Protecting member data requires a proactive, multifaceted approach that combines cutting-edge technology, strong identity verification practices, and vigilant staff training. This panel brings together industry leaders to explore best practices for preventing and mitigating impersonation fraud, including: 

• Looking for security gaps and leveraging new tools to detect and flag fraudulent activity 
• Understanding the telecom perspective on impersonation fraud and utilizing its knowledge 
• Strengthening identity verification protocols to ensure data security 
• Training frontline and back-office teams to recognize and respond to impersonation attempts 
• Staying ahead of evolving fraud trends to safeguard your institution and its members