Heather Wood

Explore how to gather and leverage data, from understanding customer foot traffic patterns to reallocating resources and improving employee productivity. Attendees will learn how to combine quantitative insights with qualitative observations to enhance decision-making and achieve measurable outcomes. Hear real-world examples of how data can transform branch operations. Whether you’re looking to reduce costs, improve customer satisfaction, or enhance operational efficiency, this session will provide actionable strategies for: 

• Identifying the data and setting up data-gathering points and tools in your branches 
• utilizing data to understand customer behavior and predict service needs 
• reallocating resources based on branch performance metrics and customer demand 
• creating an ongoing process for checking in and update your metrics, and evaluating your branches to keep the improvement coming! 

Is it human? Is it digital? Is it a super interesting and revolutionary crossover? Innovations that merge digital convenience with in-person care are transforming the way customers experience banking. Join us to explore how banks and credit unions are innovating at the intersection of digital and in-person services, blending cutting-edge technology with the human touch to deliver exceptional value where the customer is at, or wants to be. Attendees will also gain insights into:  

• evaluating your channels and CRM to find gaps in data and experience 
• leveraging customer data for more tailored and meaningful interactions 
• new ways to incorporate technology into the in-person experience and humans into the digital experience 
• crafting a strategy that unites digital and physical channels under one cohesive brand vision