Kathy Stevens

VP of MX Rivermark Community Credit Union

Kathy Stevens is Vice President of Member Experience at Rivermark Community Credit Union. With more than 30 years of experience in the credit union industry, she brings a deep understanding of how strategy, culture, and operations come together to shape meaningful member relationships. In her role, Kathy focuses on creating a consistent, high-quality member experience across all channels — digital, branch, and contact center — ensuring members receive the same level of care, clarity, and service at every touchpoint. She is particularly passionate about aligning teams and processes to deliver experiences that feel seamless, intentional, and human.

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 Kathy.

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