Howard Meller

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

Meant to facilitate networking amongst peers coming from similarly sized institutions, the sessions in this track will feature topics that are top of mind for each network group.

• Large Networks (70+ Branches)
• Medium Networks (30-70 Branches)
• Small Networks (11-20 Branches)
• Micro Networks (1-10 Branches

As branches evolve from transaction centers into advisory hubs, the frontline workforce has become the defining factor in whether that transformation succeeds. This session explores how leading institutions are rethinking branch culture, roles, and talent models to align with a more consultative, relationship-driven future—without losing momentum or morale during periods of rapid change. The session will address today’s staffing realities head-on, including hiring constraints, role ambiguity, and burnout. Learn about upskilling frontline teams, redefining career pathways, and using training, incentives, and culture as the “glue” that holds the branch experience together. Participants will leave with actionable insights for:

• Optimizing and maintaining employee engagement during digital transitions
• Moving from reactive to proactive service models where bankers meet clients in the community or via video
• Solving current staffing challenges while upskilling teams