How New Customer Experience Technology Can Generate Massive ROI

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Many banks and credit unions are rethinking their digital and in-person engagement strategy for 2022. The problem? The technology they’re implementing is often siloed creating inconsistent experiences as customers and members move from one channel to the next. Creating a digital first experience, complemented by in-person engagements where needed, is the name of the game for financial institutions in 2022.

In this webinar, you’ll hear from three financial institution leaders about how they’ve pivoted to provide an omnichannel experience to their customers and members, and their lessons learned. Focus will be centered on the benefits of investing in omnichannel technology to help create customized, consistent, and branded experiences across your institution’s buyer journey.

By the end of this session you will have learned:

How others are using customer engagement tech
Benchmarking data to measure successes (and failures)
Improving engagement leads to higher loyalty and higher share of wallet
Suggestions and ideas for 2022

This is an exclusive webinar you won't want to miss!

October 27, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm BST

Brought to you by:

Elissa Riddell, Justin Knowles, Melissa Maki, Ami Iceman-Haueter

Elissa Riddell, Marketing Director at Coconut Software

Elissa Riddell is Director, Marketing at Coconut Software where she tells the story of Coconut’s engagement platform solutions and showcases how they’re solving engagement problems for financial institutions in a time of digital transformation. Elissa has worked in telecom, chemical manufacturing and technology SaaS companies, with a focus on product and marketing. She completed an undergraduate degree in Finance from Western University, and a MBA from McMaster University.

Justin Knowles, VP, Strategic Innovation Officer at City Bank

Justin Knowles is the Strategic Innovation Officer for City Bank in Lubbock, TX. Being in the community banking space for 15+ years, he has a strong passion for fintech and working with resources to create a better streamlined customer and employee experience through product, process improvement, or feature enhancement. He has focused his attention on all things digital & payments, but thrives on learning more from each business unit. Justin leads the way for promoting bold and fresh innovative ideas that encourage City Bank to maintain the Faith, Family, and Fun culture they are known for delivering to their customers.

Melissa Maki, VP, Marketing Communications Director at The Middlefield Banking Company

Melissa Maki is a passionate senior marketing professional with more than 16 years’ experience in the marketing field. She has a demonstrated success record in branding, digital marketing, content marketing, product marketing, project management, strategic planning, and innovation. Since 2018, Melissa has served as the Vice President, Marketing Communications Director for Middlefield Bank. Before that, she held similar roles at a community bank and credit union along with working in the media and consumer packaged goods industries.

Ami Iceman-Haueter, AVP of Research and Digital Experience

Ami Iceman-Haueter is the Assistant Vice President of Research and Digital Experience at MSU Federal Credit Union. Iceman-Haueter specializes in research, communications, and the creation of engaging digital experiences. Alongside the team at MSUFCU, Iceman-Haueter works to support the evolution of member experience practices within the organization.

Community Banking Brief