Beyond AI in Banks: The power of relationships as the real revenue driver
Beyond AI in banks: The power of relationships as the real revenue driver Watch On-Demand Now ON-DEMAND WEBINAR Efficiency. Cost reduction. More revenue growth. AI demands. These mission-critical objectives have led financial institutions to increasingly embrace self-service channels and integrate AI technology into the fold to deal with customers. But a significant question is now emerging among bank leadership: Are these AI initiatives actually hindering revenue growth, and losing on the human-touch CX they’re meant to improve? Watch Katherine Regnier, CEO at Coconut Software, joined by special guest Alyson Clarke, Principal Analyst at Forrester, discuss how FIs are pushing self-serve and AI to help drive costs down—but may have forgotten a critical piece to revenue growth and CX: Building customer relationships in the moments that matter. Watch On-Demand Now Key Takeaways In-person interactions continue to matter. They’re still where meaningful and ROI-rich conversations happen. That’s why these in-branch moments need to be done right the first time. A hybrid experience is critical to loyalty, stickiness, and less price sensitivity. The higher the level of trust, the greater the impact on your bottom line. Customers are more likely to pay a premium, increase their share of wallet, advocate for your FI, and more. While good for reducing repetitive admin tasks, AI must be used in smarter ways to help power all-important client relationships. Get access to the on-demand webinar “If you want to drive relationships and higher-value customers, and deepen the share of wallets, with more complex needs and greater products—the human element is important.” Alyson Clarke, Principal Analyst at Forrester
2025 Retail Banking Trends – Webinar
2025 Retail Banking Trends: How Can you Plan for Growth in Uncertain Times? Watch Webinar Now Discover the key investment areas financial institutions should prioritize to retain customers and drive profits in 2025—and beyond. Watch as industry leaders Marty vanZwietering, SVP Technology Innovation at M&T Bank, Paula Slagle, Head of ATM, Salesforce and Branch Development at PNC Bank, Katherine Regnier, CEO at Coconut Software and Isabelle Rochon, SVP Customer Experience at Coconut Software dive into 6 key strategies for growth and efficiency in financial institutions. What You’ll Learn 1 How human interaction is still pivotal in providing the best omnichannel experience 2 How leveraging data is key to connecting customers with the right advisor, at the right time 3 How empowering your staff with AI can have a massively positive impact on productivity
Mind The Gaps
MIND THE GAPS How to stop customer demand from slipping through the cracks in their journey Watch Webinar Now Generating demand for new products, like mortgages, loans, new accounts, and financial advice takes a lot of resources. When that demand slips through gaps in your customer journey you aren’t just missing out on revenue: you’re impacting productivity. The first defense against disappearing customer demand is putting the right expert in the right channel at the right time. But that’s not enough. You also need to make sure everyone’s ready for what comes next. In this webinar, Aaron Young, SVP Retail Operation from the Credit Union of Southern California, Jason Furer, Senior Vice President-Channel Distribution Strategy at WesBanco and Katherine Regnier, CEO of Coconut Software join Jim Marous from the Financial Brand to provide advice on identifying your biggest demand leaks – and plugging them fast – using the right mix of people, processes, and tech. What You’ll Learn 1 What are the biggest leaks at the top of the funnel (and how to address them) 2 How to make the most of every opportunity (and to ensure your staff is prepared) 3 The best follow-up strategies to increase customer lifetime value https://proofdigital-assets.s3.us-east-1.amazonaws.com/videos/coco/Mind_The_Gaps_Webinar.mp4 Stay In The Loop Sign up for inspiring stories, helpful resources, and product news.
Relationships Over Rates
Relationships Over Rates: Why Personal Connection Is The Best Retention Strategy In Banking Watch Webinar Now Forrester predicts 30% of customers will shift deposits away from their primary bank in 2024, pushing many banks and credit unions to consider more competitive rates and offers. But, research shows it’s going to take more than just great rates to keep customers happy long term. They’ll need a thoughtful strategy that ensures customers feel valued at every stage of their journey. In this webinar, our guest speaker Alyson Clarke, Principal Analyst at Forrester, Aaron Young, SVP Retail Operations at CU SoCal and Coconut Software’s VP Product Eric Bin dive into one of the most overlooked tools to improve retention—building relationships. What You’ll Learn 1 Why relationships matter as much as rates and fees to retain customers 2 How to build a business case to invest in long-term relationships 3 The most important milestones along the customer journey to create connection https://proofdigital-assets.s3.us-east-1.amazonaws.com/videos/ignite-athletics/Relationships+Over+Rates+Webinar.mp4 Short on time? Jump to a specific topic. Section 1: Forrester’s Take on The Current State of The Market 1a: The role emotion and empathy play in driving customer loyalty 1b: The hidden cost of self serve 1c: The role of branches and employees in driving stickier deposits Section 2: A Round Table Discussions with Practical Solutions 2a: Building the business case for investing in relationships now 2b: Attracting and retaining customers who want more than just a great rate 2c: Ensuring customer relationships don’t fizzle out over time 2d: Importance of making sure the value you promise is the value you deliver 2e: Emotions that matter most to create long-term loyalty 2f: Understanding how customers derive value to help your financial institution grow 2g: Final thoughts “Banking is a relationship business and relationships actually matter” — Alyson Clarke, Forrester
Two Halves Don’t Make a Whole: Marrying Your Branch & Digital Transformation Strategies
ON-DEMAND WEBINAR Two Halves Don’t Make a Whole: Marrying Your Branch & Digital Transformation Strategies Watch Webinar In recent years, many financial institutions have raced to create digital-only experiences that shift their clients away from physical channels. The result? “CX quality [dropped] for most FIs, and clients’ trust [fell] for the first time since 2018,” according to Forrester. While digital channels are important, over-rotating on them can be a serious mistake. To satisfy customers in today’s market, FIs need a strategy that marries digital transformation and branch transformation. Customers are overwhelmingly happier when their banks and credit unions adopt a hybrid strategy—one that gives them self-serve options for simple transactions but still offers easy access to real humans for financial advice. What You’ll Learn #1 Discover the hybrid transformation adoption curve and learn where FIs currently sit within it #2 How to ensure your digital and branch transformation journeys work together to achieve your collective goals #3 Tips and insights on how to create experiences at ease and ensure your digital channels feels like an extension of your branch Watch the On-Demand Webinar Watch this on-demand webinar, where industry leader Aaron Young (SVP Branch Operations/Retail Banking from the Credit Union of Southern California) and Jim Marous give in-depth insights into marrying branch and digital transformation strategies to develop a best in class hybrid strategy. Aaron shares insider details around CU SoCal’s transformation, learnings along the way, what it’s meant for their members and some results they’ve seen thus far. https://proofdigital-assets.s3.us-east-1.amazonaws.com/videos/coco/Two%2BHalves%2BDont%2BMake%2BA%2BWhole%2BWebinar.mp4 QUIZ: FRICTION GRADER Is Your Customer Journey Smooth Sailing Or Choppy Waters? Take The Quiz Then, take our Friction Grader Quiz For your customers and members, getting financial advice can feel like navigating a vast ocean. The right experience, however, can feel like catching a tailwind—a helpful gust of wind that effortlessly advances them forward. But if your experience is rife with friction, your customers might feel like they’re hitting a headwind—that is, wind blowing in the opposite direction and slowing them down. So how do you make sure you’re helping—and not inadvertently hindering—your customers? The answer lies in a carefully crafted balance of digital and physical channels that meet customers wherever they are. But first, you must understand where your main points of friction are so you can effectively tackle them. Answer these 17 questions to get your friction score—then we’ll give you personalized recommendations to improve your customer experience. Make every interaction a breeze. Learn how Coconut can help today. Speak With An Expert
Podcast: Humanized Digital Engagement Propels Growth in Banking
BANKING TRANSFORMED + COCONUT SOFTWARE Podcast: Humanized Digital Engagement Propels Growth in Banking https://proofdigital-assets.s3.us-east-1.amazonaws.com/videos/ignite-athletics/Humanized+Digital+Engagement+Propels+Growth+In+Banking+Podcast+.mp4 The demand for fast, humanized digital engagement has reached new heights—and is changing the financial services landscape. More than ever, customers have switched from wanting to visit a branch to connecting with a human representative via digital channels. Financial Institutions that aren’t prepared to adapt to this new paradigm are at greater risk of losing both market share and the growth that these new channel engagement opportunities provide. Hear how Katherine Regnier, CEO of Coconut Software, says banks and credit unions can bridge the gap between digital and physical client experiences to create a seamless experience customers crave on the Banking Transformed podcast with host Jim Marous. Topics & Timestamps 01:50 | About Katherine and Coconut Software03:18 | Rise in Consumer’s Digital Demands06:34 | Balancing Costs and Quality Service09:36 | Bringing The In-Person Experience Online12:40 | Personalizing the Client Journey19:07 | Giving Clients Choice Across Channels22:35 | Meeting Demands with Staffing Challenges27:08 | Implementation Hurdles to Avoid33:10 | Market Opportunities and Future Trends About Banking Transformed & Coconut Software In each Banking Transformed podcast, host Jim Marous has candid conversations with the world’s foremost leaders on what it takes to transform financial institutions during an age of digital disruption. His guests discuss technology, channels, innovation, customer experience, leadership, culture and competitive forces that are changing the banking industry faster than ever before. Coconut Software makes navigating your digital and in-person channels a smoother process for customers, members, and staff. Coconut’s appointments, queuing, and video banking platform makes connecting with your institution a breeze. With Coconut’s self-serve tools, customers and members choose when and where they engage your team. Explore why 150+ financial institutions choose Coconut to transform their customers’ and members’ experience at coconutsoftware.com. Buyer’s Guide: Appointment and Queue Software for Financial Institutions Explore the top appointment solution features and learn how to pick the best vendor for your bank or credit union in this thorough guide. Read Now BLOGS, BOOKS & GUIDES
Video Banking Webinar
CBANC + Coconut Software Webinar: The Recipe for Video Banking Success https://proofdigital-assets.s3.us-east-1.amazonaws.com/videos/ignite-athletics/Video+Banking+Webinar.mp4 Nearly half of consumers plan to keep talking to financial advisors over video post-pandemic—and 36% say video is now their preferred medium. Is your institution ready to meet them virtually? Whether you’ve got video options in place, or you want to learn how to get started, this webinar will show you how to meet client demands for video appointments. Experts at Coconut Software will walk you through building and executing a video banking strategy that’ll enhance the meeting experience and help staff better serve your customers and members. Topics & Timestamps 03:25 | Why Video Banking, Why Now06:30 | 5 Video Banking Strategy Elements07:15 | Creating Video Options for Clients18:55 | Getting Stakeholder Buy-in32:05 | Choosing the Right Tools38:48 | Having a Smooth Implementation48:48 | How to Measure Video Banking Success Key Learnings and Takeaways This webinar offers helpful tips and checklists for success at every stage of the video banking journey, including: The benefits of offering video appointments Ideas for using video to elevate the client experience and drive growth How to get stakeholder buy-in across teams Technology recommendations Tips for ensuring a smooth internal and external roll out The top metrics to measure video success Free Guide: The Video Banking Playbook Learn how to implement video calls—or improve your existing video strategy—with this helpful guide full of advice from successful financial institutions. Read Now BLOGS, BOOKS & GUIDES
Year of Empathy: Important CX Lessons Learned
WEBINAR ON-DEMAND Year of Empathy: Important CX Lessons Learned Summary This was a year of swift action. Due to Covid-19, customers were affected, your employees were affected and, ultimately, we became an on-demand industry. Financial institutions have had to listen to their customers, look at what was happening within the communities and make major internal changes. Listen to Elissa Riddell, Director of Marketing at Coconut Software as she chats with Richard Dorfman, VP, Customer Experience at Eastern Bank and Amanda Flashner, SVP, Customer Experience and Communications at LendingPoint about the initiatives they have implemented during the past year to improve their customer experience.
How Arvest Bank is Humanizing the Engagement Experience
WEBINAR How Arvest Bank is Humanizing the Engagement Experience Watch Now Summary Watch to better understand why and how to humanize the engagement experience for your current and prospective customers. You’ll also hear directly from Arvest Bank about the changes they implemented to schedule, measure and manage their customer engagements and how they are reaping the rewards.
The Importance of Humanizing Engagements for Financial Institution Customers & Finding the Right Partner to Help
WEBINAR The Importance of Humanizing Engagements for Financial Institution Customers & Finding the Right Partner to Help Watch Now Summary Watch a panel discussion with Tandia Financial Credit Union, Arvest Bank, and CU 2.0 to better understand why and how to humanize the engagement experience for your current and prospective customers. You’ll also learn how to select the right software provider for your customer engagement needs.
Personalizing Experiences through Deeper Customer & Member Insights
WEBINAR Personalizing Experiences through Deeper Customer & Member Insights Watch Now Summary Branch leaders can no longer shape customer and member experiences based on instincts and outside influences alone. Watch Anika Davis, AVP – Member Experience with Associated Credit Union & Elissa Riddell, Head of Marketing with Coconut Software as they discuss how to use customer and member data to create better personalized experiences, and drive efficiencies in the core processes those involve.
The Power of Humanizing Banking: Why Personalized Experiences Work
WEBINAR The Power of Humanizing Banking: Why Personalized Experiences Work Access Now Summary How can banks and credit unions balance between low value but necessary transactions and high value advisory solutions, and delivering those activities in the “channel of comfort” for the individual clients? Customers want to spend their limited time on people and experiences they find valuable. Inefficient processes often leave consumers feeling as though they are not being prioritized but rather digit in line for their turn. As a financial institution, it is important to demonstrate your value for them by personalizing your engagements to humanize your interactions. Key Takeaways Importance of personalization in humanizing banking Understanding when to automate and when to humanize interactions Creating engagements opportunities that customers want The risk of not measuring and monitoring interactions
How the Appointment Economy is Changing the Banking Experience
Financial institution leaders are reimagining the role of their branch networks as consumer use of digital banking continues to rise. They are looking for new ways to drive business growth and create a seamless experience between branch and digital.
Distance Banking: Digital, Streamlined, and Future Proofed
WEBINAR Distance Banking: Digital, Streamlined, & Future Proofed Watch Now Topic The physical branch is set to take on a new role in the banking experience and financial institutions will need to re-evaluate their engagement processes in order to support newer digital models. How can the financial services industry prepare for this impending shift in customer demand? Key Take Aways How do you engage with your customers digitally, and how does that engagement lead to a streamlined in-branch experience (if necessary), with little to no idle time. How can brands measure the effectiveness of their physical and digital channels to help meet organizational goals and ROI requirements? How will customer behavior change – what can banks do to meet changing demand, what solutions should they implement.
Industry Panel Discussion: Embracing a Customer-First Mindset
Learn how evolving customer expectations, increased competition & new technology trends are disrupting the financial industry.