Laura Smith

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