Jeff Bolser

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

Opening a new branch is exciting, but creating the right strategy, operational readiness, and member engagement from day one is not always easy. This panel brings together leaders to break down what it takes to ensure a new location is not just functional, but an engine for engagement and growth. From site selection, marketing campaigns and sales strategies to staffing, technology, and community outreach, join this session to gain a practical roadmap for branch openings and hear lessons learned from institutions that have turned new locations into successes.

Walk away equipped to:

• Align sales strategies and staffing to ensure that you are set up to engage the market you are moving into
• Plan outreach to drive awareness and excitement in the local community
• Coordinate operational readiness for launch day and beyond for smooth execution
• Measure early performance and adjust strategies to ensure long-term success