Lucia Panico

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