Ramya Patel

Personalization is no longer a luxury—it’s a customer expectation that drives loyalty and differentiates financial institutions. Banks and credit unions must deliver tailored solutions, proactive engagement, and seamless services, yet disconnected systems and underutilized customer data have often under-delivered truly personal and personalized services in ways that customers actually want. This panel will explore how to: 

• Unlock the full potential of personalization by utilizing customer data effectively   
• Decide when customers are interested in sharing data versus what is perceived as intrusive, and deploy your strategies accordingly 
• Discover new opportunities to use technology to bridge gaps and improve communication with customers 

Explore how to gather and leverage data, from understanding customer foot traffic patterns to reallocating resources and improving employee productivity. Attendees will learn how to combine quantitative insights with qualitative observations to enhance decision-making and achieve measurable outcomes. Hear real-world examples of how data can transform branch operations. Whether you’re looking to reduce costs, improve customer satisfaction, or enhance operational efficiency, this session will provide actionable strategies for: 

• Identifying the data and setting up data-gathering points and tools in your branches 
• Utilizing data to understand customer behavior and predict service needs 
• Reallocating resources based on branch performance metrics and customer demand 
• Creating an ongoing process for checking in and update your metrics, and evaluating your branches to keep the improvement coming!