Juliet D'Ambrosio

We are entering a new chapter where the branch’s purpose, presence, and performance continue to evolve—and navigating this change requires constant rediscovery. Determining the what, where, and why of branches is more important than ever to drive growth and remain relevant. Doing so takes data, along with a willingness to continually investigate and lean into analytics and insights to make decisions that stay ahead of the curve. In this panel, senior leaders will explore how banks and credit unions are moving beyond traditional assumptions to reexamine branch purpose, formats, and network design. The discussion will focus on how to leverage data and analytics to understand what is happening in the branch and use those metrics to drive meaningful change. Attendees will gain perspective on how to:

• Evaluate branch performance from a variety of perspectives and metrics that go beyond ‘traditional’ ROI
• Identify opportunities for expansion, revitalization, or investment – and decide where (and when) to close, downsize or relocate
• Change and measure branch models to support advisory, sales, and relationship-building activities
• Balance short-term needs with long-term growth, optimization, and customer experience goals
• Move branch strategy from static to dynamic through continuous investigation and questioning

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

Too often silos create friction for both staff and members; removing them is the first step toward delivering a seamless, coordinated experience. This panel explores how institutions can create a One Bank mindset between teams, contact centers, and branches, which can then help drive seamless, coordinated service. Panelists will share strategies for fostering cross-functional collaboration, aligning goals, and ensuring every part of the organization works together to meet member needs efficiently and effectively. Join this session to understand how to transform organizational culture and processes to support a unified approach that benefits both staff and members. Participants will walk away ready to:

• Identify practical strategies to break down departmental silos and foster collaboration
• Align commercial, retail, and contact center teams around shared goals and member outcomes
• Create processes that prioritize seamless experiences over departmental boundaries
• Encourage cross-functional thinking in everyday decision-making and project planning