John Prividera

Chief Experience Officer Sunmark Credit Union

As Chief Experience Officer at Sunmark Credit Union, John Prividera leads with a focus on creating exceptional member experiences and building strong community partnerships. Since joining Sunmark in 2023 as Vice President of Member Experience, John has re-imagined the business model for Sunmark’s financial centers and expanded its community development program. With more than 35 years of leadership in financial services, John brings proven expertise from senior roles at community and regional financial institutions. Throughout his career, he has been recognized for driving growth, inspiring teams, and strengthening connections between financial institutions and the communities they serve. John holds a Bachelor of Science in Business Management from Empire State College. Deeply committed to service, he has served on the boards of Interfaith Partnership for the Homeless, the Albany-Colonie Regional Chamber of Commerce, Big Brothers Big Sisters, the Boys and Girls Clubs of Albany, and Junior Achievement of NENY.

Equipping Teams and Branches to be Human-First, Tech-Assisted Relationship Builders

2:10 PM Track C: Panel: ITM and Video Banking Tech that Builds Trust and Increases Engagement

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

Check out the incredible speaker line-up to see who will be joining John.

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