Case Study – Upgrading Your Call Center Through Client and Associate Education to Ease Branch Burdens
Interested in driving down call center costs and improving your call center’s NPS? It may be a much simpler initiative than you think, Academy Bank reduced monthly call volumes of 90,000+ calls down by 50% within 60 days and increased NPS scores by 59 points over a 12 month period. Come learn the best practices Academy Bank employed and how your FI can do the same without the integration of any new software; your clients and associates will be glad you did!
Chairs: Rowan Berridge, Tom Hutchings
Speaker: Chuck Frederick, Academy Bank 

Case Study – Bringing the Digital Transformation to the Branch
In the last few years, the digital transformation efforts have been centered around delivering self-service (DIY) functionality to end users, from mobile banking apps, to online account opening, etc. But it feels like the Branch has been forgotten in this transformation, leaving processes and operations just like they were decades ago. Simmons Bank is transforming how their branches work by bringing digital to the everyday life on the front line. 
Chairs: Rowan Berridge, Tom Hutchings
Speaker: Alex Carriles, Simmons Bank

Panel – The Bank Branch of the Future
Changing customer behaviors, declining footfall, and rising branch overheads are putting a squeeze on the branch banking model, yet having a physical presence is still critical for banks. A successful branch strategy is one that can harness the bank’s differentiators to recruit new customers, drive sales, and provide an excellent overall customer journey. How should the branch adapt and evolve to remain relevant in today’s rapidly changing and increasingly digital world?
Moderator: Tom Hutchings
Speakers:
Kevin Blair, NewGround
Don Layden, NCR
John Rivera, Bellco CU