Sean Albertson

Demographics shift, needs change, and business strategies evolve. So shouldn’t you ranch network evolve too? Get an inside look at factors shaping and reshaping branch networks today and hear real world examples of evaluating branch performance, using customer demographics, local market trends, and other data to inform decisions about branch consolidation, relocation, or expansion. Walk away with: 

• changing trends that might impact branch location strategies 
• key factors to consider when expanding, consolidating, or relocating branches 
• balancing cost, ROI, and business objectives when determining the size and locations of branches  

Customer Experience (CX) doesn’t exist in a vacuum. Your ability to deliver value, trust, and empathy to customers depends on how aligned the rest of your experience is—your Career fulfillment, your Community connections, and your Core well-being. When these rivers flow in harmony, the result is stronger customer loyalty, higher engagement, and long-term business success.

In this session, discover how the 4 C’s of Experience framework can help you align your personal and professional journeys to deliver exceptional CX outcomes. You’ll learn how to identify and navigate the obstacles that disrupt your rivers using the FIND and BREAK frameworks, and explore actionable strategies to enhance both your customer relationships and your leadership capacity.

Takeaways:

• Drive CX Excellence: Understand how alignment across the 4 C’s—Customer, Career, Community, and Core—directly impacts the trust, ease, and empathy you deliver to customers
• Enhance Personal and Team Resilience: Use the FIND framework to identify and address the challenges that hinder your ability to lead with clarity and purpose in CX roles
• Break Down Obstacles: Apply the BREAK framework to overcome silos, misalignment, and friction in your organization, fostering a culture of collaboration and innovation
• Strengthen Cross-River Connections: Learn how a thriving Career, supportive Community, and resilient Core amplify your capacity to deliver impactful CX strategies

Hear a real-life journey on incorporating video banking and virtual branches, including how to integrate them effectively into an omnichannel approach. Panelists will also share best practices for educating customers on these tools, addressing concerns like accessibility and security, and creating seamless transitions and using video and virtual options to fill in gaps of hours or for certain tasks that were once branch-only. Get ideas for:

·       enhancing your service offerings while maintaining a customer-centric focus

• promoting adoption and ensuring customers feel confident using these options
• creating a consistent brand presence across video and virtual channels
• Enhancing live support options
• Choosing which tasks and offerings these channels can cover