ON-DEMAND WEBINAR
From insights to action: How retail banks can win now
Watch a panel of banking leaders discuss strategies for turning digital intent into revenue, evolving branches into advisory-led growth channels, and applying AI with the right human oversight.
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Key takeaways
Watch our expert panel Tiffani Davis (VP Client Experience at Centier Bank), Aaron Young (SVP Retail Operations at the Credit Union of Southern California), Marty vanZwietering (CTO of Cebron Group) and Katherine Regnier (CEO of Coconut Software) discuss how to improve conversion, better align staffing to demand, rethink the role of the branch, and use AI to strengthen human-led experiences.
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Conversion optimization is the number one priority for financial institutions over the next 12 months, but too many high-intent journeys still fall short. In many cases, the missing link is an intentional human touchpoint paired with unified data that helps teams step in at the right moment and turn intent into action.
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76% of surveyed FI leaders say they’re integrated, but 100% still struggle to align staff capacity with demand. Static scheduling, limited flexibility, and balancing walk-ins with high-value appointments create friction. A more skills-based approach is needed to match the right advisor to the right conversation at the right time.
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56% of FIs are using AI in specific workflows. Another 22% are scaling it institution-wide. Yet other research shows only 5% feel they’ve successfully scaled AI beyond pilots. AI is best suited for high-volume tasks. Humans are essential for complex financial journeys, emotional conversations, and high-stakes decisions.
Industry panel
VP Client Experience at Centier Bank
SVP Retail Operations at the Credit Union of Southern California
CTO of Cebron Group
CEO @ Coconut Software