Embracing a Customer-First Mindset: Eliminating Friction Points in your Customer Multi-Channel Journey

Embracing a Customer-First Mindset: Eliminating Friction Points in your Customer Multi-Channel Journey

A Coconut Software and Future Branches Webinar

Date: August 20, 2019 | 1:00 P.M. EST

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Evolving customer expectations, increased competition and new technology trends are disrupting the financial industry. It is up to banks and credit unions to effectively bridge the gap between physical and digital channels and rethink traditional processes. This webinar will bring together industry thought leaders who have found success in redefining traditional processes, to modernize the financial service industry and deliver superior customer experiences across numerous channels – without abandoning the unique human element. Together we will discuss current friction points in the customer omnichannel journey, the importance of customer experience and relationship building, and how implementing the right technology can help build personalized relationships.

Discussion Points:

  • Evolving customer expectations, increasing competition, and new technology trends in the financial industry
  • Bridging the gap between digital and physical experiences in modern banking
  • Friction points in the customer omnichannel journey
  • Best practices on building personalized relationships with new and existing customers

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Meet Our Speakers

Erin Hennessy – Chief Innovation & Marketing Officer

United Federal Credit Union

As United Federal Credit Union’s Chief Innovation & Marketing Officer, Erin Hennessy leads the credit union’s strategic vision relating to the member experience and the corporate image throughout United’s six-state footprint. Erin believes in positively impacting members’ lives by delivering experiences in every channel that are personalized, predictive, and embedded into day-to-day life. She brings 16 years of marketing and financial services experience to the office every day, including the past 3 years at United.

Paula Tompkins – CEO & Founder


Paula Tompkins is a strategic visionary with a deep understanding of the application of marketing enabled by technology. Her long and illustrious career has established her as a leader in digital marketing, as well as in sales and service in omnichannel environments that include brick and mortar locations, online, mobile and call centers. She is a recognized authority on leveraging digital technologies to acquire, cross-sell and retain customers. Tompkins started her career as a commercial banker in 1974, on Wall Street at the Bank of New York. In her role as CEO of ChannelNet, Tompkins continues to innovate and is early to spot and solve for growing trends in digitalization and personalization. This led to the invention of OneClick Loyalty and OneClick Financial – both comprehensive SaaS platforms to help automotive dealerships, retail banks and credit unions digitally interact with their customers in a meaningful and memorable way.

Stephen Menon – VP Product

Finn AI

Stephen Menon is a seasoned digital acquisition and product strategist in the financial services industry. With over 12 years of working experience in various lines of business within banking, Menon formerly served as VP of Operations at MBNA (acquired by Bank of America) leading customer optimization strategies (experience, service, retention), and SVP of Marketing and Product. He later moved to TD Bank as AVP responsible for consumer credit cards, including the launch of Aeroplan which exceeded new account application and acquisition expectations by over 100%. Today, Menon is VP Product at Finn AI – an award-winning technology service provider for banks. He specializes in direct customer acquisition and strategic product design and partnerships.

Nicole Laven – SVP Marketing & Communications

Mainstreet Credit Union

Nicole Laven leads the external engagement function at Mainstreet Credit Union, which includes advertising, branding, community outreach, digital marketing & social media, website/SEO/SEM, data & analytics for marketing, internal and external communications, product research & recommendation, member satisfaction program, and more.​ She has worked in marketing communications for 15 years in finance, post-secondary education, and health care sectors and has currently been with Mainstreet CU for 7+ years. ​Her education includes a Bachelor’s of Business Communications degree, Post-Grad Diploma in PR, and a Master’s degree in Corporate Communications & Marketing.​ Additionally, she is a co-founder and organizer of the Ontario Credit Union peer marketing group, sits on the Ontario CCUA Marketing Committee, and is involved in facilitating with the marketing data analytics credit union back office collaboration program.

Nathan Poellet – Senior Director, Product

Coconut Software

Nathan Poellet leads the Product Development team at Coconut Software. He is passionate about not only creating new and innovative technology, but understanding users pains, adapting technology to human behaviours and processes, and creating real value for financial organizations. After a decade as a software engineer at various startups, he held a number of positions at Vendasta Technologies – including VP of Platform and VP of Product. His deep understanding of programming, products, and people helps him navigate decisions with insight and empathy. Nathan is deeply passionate about the growth of the SaaS community in Canada, specifically in Saskatchewan where he resides.