Taylor Standlee

As digital banking reshapes customer preferences, branches have a unique opportunity to redefine their role as essential touchpoints in fostering trust and loyalty. This keynote explores the unique value that human-centered service provides in a technology-driven world. Gain actionable strategies to transform your branches into vital components of an omnichannel banking experience. Drawing on cutting-edge examples and future trends, this session demonstrates how branches can go beyond transactions to deliver personalized, high-impact engagements. Get inspired to: 

• Position and craft branches as relationship hubs that complement digital banking 
• Integrate new technologies to enhance—not replace—human interaction and deliver expert, empathetic, and adaptive customer service 
• Create experiences that build loyalty and trust across generations and locations in an increasingly digital era 

As your most expensive channel, and often the one cited as the most relationship-focused, banks must invest in their workforce and equip branch employees with the skills needed to deliver value.  This session will delve into the changing roles of traditional banking positions, the emergence of new roles driven by technology, and the essential skills required to thrive in the future of banking. Panelists will discuss the importance of upskilling and reskilling employees, fostering a culture of continuous learning, and leveraging advanced technologies to enhance productivity and customer experiences. Get insight into: 

• Universal teller models and why these may or may not serve your member needs 
• Soft skill development courses and techniques that help employees engage thoughtfully with members 
• Strategies to attract and retain top talent in a competitive market 
• Tools and technologies that can support employees in their evolving roles