Coconut Software Releases 2026 Retail Banking Trends Report, Reveals Competitive Strategies Influencing FIs
FOR IMMEDIATE RELEASE | Toronto, ON, and Saskatoon, SK— Coconut Software today released its 2026 Retail Banking Trends Report, an annual overview uncovering six strategic shifts reshaping how financial institutions drive growth, build trust, and compete in an increasingly complex banking landscape. Based on insights from banking leaders across digital transformation, branch operations, and revenue strategy, the report signals a clear turning point: While digital adoption continues to accelerate, growth is no longer won by technology alone. Instead, the institutions that succeed in 2026 and beyond will be those that intentionally combine digital efficiency with human judgment, operational rigor with empathy, and AI with advisor-led oversight. “Banking isn’t facing a moment of sudden disruption. It’s experiencing accelerated evolution,” says a representative from Coconut Software. “What we’re seeing is a hybrid future emerge, one where digital clears the path, but human connection secures the relationship. Trust has become the ultimate growth multiplier.” Some key trends explored in the report include: Workforce resilience is emerging as a profit strategy, with staffing, scheduling, and advisor enablement directly impacting conversion, retention, and lifetime value. Branches are being reinvented as advisory hubs, not phased out—playing a central role in trust-based, high-value financial decisions. The $106 trillion generational wealth transfer is rewarding institutions that deliver empathetic, values-driven advisory—not just products. And 3 more trends shaping the industry, and strategies for banks and credit unions this year. The report highlights a critical disconnect facing the industry: While digital maturity is increasing, customer trust is not rising at the same pace. Missed interactions, fragmented experiences, and under-resourced staff now represent some of the largest hidden drags on growth. “Banks don’t lose customers because they lack technology,” Coconut CEO Katherine Regnier says. “They lose customers when moments of intent are missed—when staff are overwhelmed, when digital journeys lack lifelines, or when trust isn’t reinforced at critical decision points.” Designed as both a strategic lens and an action guide, the report includes data-backed insights, leadership checklists, and practical metrics to help financial institutions assess where performance and importance are misaligned—and where the biggest opportunities for growth lie. Access the full report now. Download the 2026 Retail Banking Trends Report here. About Coconut Software Coconut Software bridges the gap between complex branch operations and high-value customer engagements with a suite of Intelligent Branch Solutions. The result: streamlined operations, enhanced customer experiences, and empowered staff focused on meaningful work. Its unified platform combines appointment scheduling, in-branch queuing, and video banking to help financial institutions tackle critical challenges head-on—maximizing resources, improving efficiency, and directly impacting customer satisfaction scores. Trusted by leading banks and credit unions across North America—including RBC, Mountain America Credit Union (MACU), and M&T Bank—Coconut Software helps financial institutions optimize workforce planning, streamline branch traffic, and achieve revenue goals. Learn more at coconutsoftware.com.
Elevated Scheduling, Exceptional Service: Suncoast Credit Union Partners with Coconut Software
The Coconut Software partnership gives Suncoast’s member-facing teams the tools to minimize complexity, streamline appointment booking, reduce wait times, and enhance both in‑branch and digital experiences, giving staff increased ability to focus on meaningful conversations that help members reach their goals. TAMPA, FL and SASKATOON, SK – [December 9, 2025] – Coconut Software announces a strategic partnership with Suncoast Credit Union, Florida’s largest credit union, to implement a unified appointment scheduling and branch lobby management platform integrated across all lines of business. This initiative gives Suncoast’s member-facing teams the tools to minimize complexity, streamline appointment booking, reduce wait times, and enhance both in‑branch and digital experiences, giving staff increased ability to focus on meaningful conversations that help members reach their goals. “This new partnership will help us connect our members in a more efficient way, making every interaction more productive and more personal,” says Kristen Pepper, Vice President, Service Center Operations at Suncoast Credit Union. “Coconut Software supports our vision of member‑first service while also helping our advisors and branch teams operate more efficiently, and with real-time reporting.” Key highlights of this partnership include: Organization-wide deployment of Coconut Software across all branch locations and service channels for a seamless scheduling experience. Optimized lobby management with real-time wait time visibility, streamlined check-ins, and enhanced staff efficiency. A renewed focus on high-value appointments, including optimized account assistance, cross-sell/upsell opportunities, and branch efficiency improvements. Robust analytics and reporting, giving branch leaders visibility into appointment demand, peak times, branch traffic, staffing gaps and needs, and service performance. “At Coconut, we’re all about helping people spend their time on what really matters. Whether it’s an advisor connecting with a member, or a customer getting the help they need faster, that focus on meaningful moments is what drives better experiences, happier teams, and stronger results,” says Katherine Regnier, CEO of Coconut Software. “It’s so rewarding to see that lightbulb moment when teams realize Coconut goes far beyond scheduling: It’s a complete, connected suite that makes branch operations smarter and more human. We’re beyond proud to support Suncoast in its mission of delivering exceptional service to its many members, efficiently and consistently—and to now be supporting five of the top ten credit unions across the country with our solutions.” The partnership offers an opportunity to modernize operations while staying true to a member-first mission. By reducing friction in scheduling, optimizing staff resources, and creating space for meaningful member interactions, Suncoast is setting a new standard for member engagement, and what it means to be a credit union of the future. About Suncoast Credit Union Suncoast Credit Union is the largest credit union in the state of Florida, the 8th largest in the United States based on membership, and the 10th largest in the United States based on its $19.2 billion in assets. Chartered in 1934 as Hillsborough County Teachers Credit Union, Suncoast Credit Union currently operates 80 full-service branches and serves more than 1.3 million members across Florida. As a community credit union, anyone who lives, works, attends school, or worships in Suncoast Credit Union’s service area is eligible for membership. In 2021, Suncoast Credit Union’s field of membership was expanded to include public K-12 teachers, college educators, and educational support staff from all of Florida’s 67 counties. Suncoast is passionate about community support. Since its founding in 1990, the Suncoast Credit Union Foundation has raised and donated more than $55 million to organizations and initiatives that support the health, education, and emotional well-being of children in the communities that the credit union serves. For more information, visit suncoast.com or follow us on social media: Facebook, LinkedIn, Twitter, and Instagram. About Coconut Software Coconut Software bridges the gap between complex branch operations and high-value customer engagements with a suite of Intelligent Branch Solutions. The result: streamlined operations, enhanced customer experiences, and empowered staff focused on meaningful work. Its unified platform combines appointment scheduling, in-branch queuing, and video banking to help financial institutions tackle critical challenges head-on—maximizing resources, improving efficiency, and directly impacting customer satisfaction scores. Trusted by leading banks and credit unions across North America—including RBC, Mountain America Credit Union (MACU), and M&T Bank—Coconut Software helps financial institutions optimize workforce planning, streamline branch traffic, and achieve revenue goals. To learn more about how Coconut Software can digitally transform your branches for the better, visit: coconutsoftware.com. Media Contact: Coconut Software | media@coconutsoftware.com
Bank of New Hampshire Partners with Coconut Software to Innovate CX, Achieve 25% Appointment Growth
The collaboration has already delivered measurable results, including a 25% increase in appointment volume, underscoring BNH’s commitment to innovation and exceptional customer service across all lines of business. FOR IMMEDIATE RELEASE | LACONIA, N.H., and SASKATOON, SK – December 2, 2025 – In response to evolving customer expectations and increasing demands on branch operations, Bank of New Hampshire (BNH) has entered into a strategic partnership with Coconut Software, a leading provider of intelligent bank solutions. This collaboration has already delivered measurable results, including a 25% increase in appointment volume, underscoring BNH’s commitment to innovation and exceptional customer service across all lines of business. By fully deploying Coconut Software enterprise-wide, Bank of New Hampshire has redefined its service model by streamlining operations, empowering employees, and delivering more personalized experiences at scale—supporting its nearly 200-year commitment to providing the most exceptional customer services possible. As customer needs grew more complex—spanning account assistance, retirement planning, and fraud resolution—BNH’s service model revealed opportunities for improvement. Walk-ins disrupted workflows, staffing constraints stretched resources, and customers weren’t always matched with the right advisors or prepared with proper documentation. Rising fraud added further pressure, making consistent scheduling and efficient branch operations increasingly critical. To address these challenges, BNH implemented Coconut Software’s solutions to unify appointment scheduling and walk-in traffic management, while leveraging its data and analytics capabilities to identify the biggest customer needs, and optimize staffing and service decisions. Key integrations BNH leveraged include: Smart Advisor Matching: Customers are paired with the right advisor based on service needs and expertise. Branch & Lobby Management: Centralized dashboards give staff visibility into real-time scheduling and walk-in traffic. Preparedness & Pre-Visit Planning: Customers receive tailored document prompts, reducing follow-ups and improving meeting outcomes. Analytics & Reporting: Leadership now has clear insights into appointment volume, service demand, and staffing needs across all locations. “We needed a solution that didn’t just manage appointments, but truly transformed how we engage with customers across all lines of business,” says Eric Carter, SVP, Digital Solutions and Innovation Officer at Bank of New Hampshire. “It’s not just scheduling software—it’s a strategic platform that helps us serve better, work smarter, and build stronger relationships.” Since deploying Coconut Software, BNH has seen measurable improvements in both customer and employee experiences, including improved CSAT scores, reduced appointment duration, higher conversion rates for complex products, enhanced staffing visibility and planning, and optimized management of walk-in traffic. “At Coconut we believe in creating a world where time is well spent and ROI is maximized,” says Katherine Regnier, CEO of Coconut Software. “I love when customers have that AHA moment and discover Coconut isn’t “just” a scheduling solution but a fully connected suite of intelligent branch solutions. I feel fortunate that Eric trusts our team to deliver on time, and on budget.” Bank of New Hampshire’s partnership with Coconut Software demonstrates how leading banks can modernize operations while staying true to a customer-first mission. By creating more space for meaningful conversations, optimizing resources, and delivering consistently better experiences, BNH continues to set the standard for advisory-driven banking. Read the full success story here. About Bank of New Hampshire Founded in 1831, Bank of New Hampshire is the oldest and one of the largest independent banks headquartered in the state. With assets exceeding $2.5 billion and 21 banking offices across New Hampshire and southern Maine, the bank provides comprehensive deposit, lending and wealth management solutions for families and businesses. As a mutual organization, Bank of New Hampshire is focused on the success of its customers, communities and employees—rather than stockholders. With a legacy of strength and stability, the bank combines local decision-making and trusted guidance with modern technology to deliver a seamless banking experience. Learn more at BNH.Bank. About Coconut Software Coconut Software bridges the gap between complex branch operations and high-value customer engagements with a suite of Intelligent Branch Solutions. The result: streamlined operations, enhanced customer experiences, and empowered staff focused on meaningful work. Its unified platform combines appointment scheduling, in-branch queuing, and video banking to help financial institutions tackle critical challenges head-on—maximizing resources, improving efficiency, and directly impacting customer satisfaction scores. Trusted by leading banks and credit unions across North America—including RBC, Mountain America Credit Union (MACU), and M&T Bank—Coconut Software helps financial institutions optimize workforce planning, streamline branch traffic, and achieve revenue goals. To learn more about how Coconut Software can digitally transform your branches for the better, visit: coconutsoftware.com. Media Contact: Coconut Software | media@coconutsoftware.com
Coconut Software Launches ‘Meet on Demand’ to Cut Client Wait Times and Drive Advisor Growth
The new solution enables financial institutions to serve more clients and reduce wait times without the added overhead of increasing staff. FOR IMMEDIATE RELEASE | SASKATOON, SK – October 7, 2025 – Coconut Software, the leading provider of appointment scheduling, lobby management, and video banking solutions for financial institutions, today announced the launch of Meet on Demand. The new solution enables banks and credit unions to pool staff virtually across branches, and quickly connect clients with the right advisor through secure video. With Meet on Demand, financial institutions can eliminate common barriers such as long wait times, limited staffing, and branch service hours. Instead of having customers walk out unserved, advisors can now be routed on demand to serve walk-ins from any location. This results in fuller advisor schedules, broader client access to services, and improved customer NPS—all without the need for additional headcount. The key, innovative capabilities of Coconut Software’s Meet on Demand include: Staff Pooling: Share advisors across multiple branches to maximize utilization and reach. Unified Queues: Manage walk-ins from every location in a single dashboard. Video Banking: Generate secure and user-friendly virtual meeting rooms with a single click. “Meet on Demand redefines how enterprises deliver financial guidance,” says Katherine Regnier, CEO of Coconut Software. “By seamlessly connecting customers with bank experts, we’re helping institutions scale service delivery, meet evolving expectations, and unlock operational efficiencies—all within their existing infrastructure and current resourcing.” By integrating seamlessly with existing branch workflows, Meet on Demand helps institutions strengthen customer relationships while improving operational efficiency at scale. For more information, visit https://www.coconutsoftware.com/demo. About Coconut Software Coconut Software bridges the gap between complex branch operations and high-value customer engagements with a suite of Intelligent Branch Solutions. The result: streamlined operations, enhanced customer experiences, and empowered staff focused on meaningful work. Its unified platform combines appointment scheduling, in-branch queuing, and video banking to help financial institutions tackle critical challenges head-on—maximizing resources, improving efficiency, and directly impacting customer satisfaction scores. Trusted by leading banks and credit unions across North America—including RBC, Mountain America Credit Union (MACU), and M&T Bank—Coconut Software helps financial institutions optimize workforce planning, streamline branch traffic, and achieve revenue goals. Visit coconutsoftware.com to learn more. Media Contact: Coconut Software | media@coconutsoftware.com
Why Top Banks and Credit Unions in J.D. Power’s 2025 Rankings Trust Coconut Software
In a nutshell 🥥 The 2025 J.D. Power U.S. Retail Banking and Credit Union Satisfaction Studies highlight a big shift in the business: Customer satisfaction is rising again. But what do many of the top-ranked institutions reflected in these studies have in common? Among other crucial CX initiatives, they rely on Coconut Software to deliver more personalized, convenient, and efficient customer experiences. From regional leader Centier Bank, to four of the top five credit unions—SchoolsFirst, Navy Federal, BECU, and Mountain America—this year’s ranking leaders are proving that smarter engagement tools drive higher satisfaction, stronger loyalty, and better business outcomes. Setting the Stage: What J.D. Power’s 2025 Studies Reveal About CSAT right now Annually, J.D. Power takes the pulse of the financial services industry with its widely followed Retail Banking Satisfaction Study and Credit Union Satisfaction Study, which look at the factors that shape how customers feel about their banks. Whether it’s trust, people, digital experiences, convenience, or how well issues get resolved, the studies poll thousands of customers and members on how smooth or rocky their service experiences have been with their core financial institutions—and give us a sense of where they’re at with loyalty. This year, the results show a clear upward trend: Banks are regaining customer trust by making fees easier to understand, rolling out better financial tools, and resolving problems faster, and Credit unions continue to lead the way overall, especially when it comes to trust and people-first service. Across both studies, many of the top performers share a common ingredient: They leverage Coconut Software to better serve customers, and boost CSAT and NPS scores. By streamlining appointment scheduling, connecting customers with the right advisors, and enabling seamless service across channels, Coconut helps financial institutions deliver the convenience and personalization that drive satisfaction and loyalty. Let’s look at the surveys’ results, and celebrate the Coconut Software customers who rank high on each list for customer satisfaction, and innovating the way they do business. CSAT in Banking is Rising (And Technology Plays a Big Role) The 2025 J.D. Power U.S. Retail Banking Satisfaction Study* revealed an encouraging trend: Customer satisfaction is finally climbing again. After years of economic uncertainty and fragmented and dissatisfying customer experience, this year’s study found that overall satisfaction increased by 11 points (compared to 2024). A highlight: Customers reported clearer understanding of fees, greater use of digital financial health tools, and faster resolution of issues, all of which contributed to stronger loyalty scores. But there’s more to the story than improved metrics. The J.D. Power study highlights that satisfaction in retail banking is being driven not just by products or rates, but by the quality of the customer journey: Fee clarity is improving, with more customers reporting they understand both what they are being charged and how to avoid unnecessary costs. Awareness and adoption of tools like budgeting features and credit score monitoring is also increasing, and customers who use these services score nearly 100 points higher on satisfaction than those who don’t. And, more than two-thirds of customer-reported issues are now resolved in a single day, a notable improvement over last year. J.D. Power Overall CSAT Index Ranking, North Central Winner: Centier Bank Among regional leaders, Centier Bank stood out by topping the North Central region with a satisfaction score of 746, far above the regional average. Centier’s success is no accident. With digital innovation being a key priority for years, the popular Indiana bank has made significant strides in adding technological integrations that better serve customers, and ease the burden on staff. By leveraging Coconut Software to streamline bank appointment scheduling and advisor matching, Centier ensures that customers are connected quickly and effectively with the expert they need, when they need it most. This combination of convenience and personalization helps transform what could be a routine interaction into a trust-building experience. [Image Source: North Central Rankings, J.D. Power U.S. Retail Banking Satisfaction Study Press Release, 2025] Credit Unions Dominate in Satisfaction (And Share a Common Strategy) The 2025 J.D. Power U.S. Credit Union Satisfaction Study** confirmed what many in the industry already know: Credit unions consistently outperform banks in member satisfaction. This year, their average score of 729 was 74 points higher than that of retail banks, with especially strong performance in areas like trust, people, and problem resolution. J.D. Power Overall Member Satisfaction Index Ranking Winners: 4 Important Coconut Customers At the very top of the rankings were SchoolsFirst Federal Credit Union, Navy Federal Credit Union, BECU, and Mountain America Credit Union—four out of the five highest-rated credit unions in the country. It’s no surprise: These innovation-first institutions have partnered with Coconut Software to support in increasing member satisfaction. By offering seamless digital scheduling, reducing wait times in branches, and enabling members to connect with the right advisors without friction, they are proving that technology can elevate the personal touch that credit unions are known for. [Image Source: J.D. Power U.S. Credit Union Satisfaction Study Press Release, 2025] Why Leading Financial Institutions Are Choosing Coconut Software What emerges from both studies is a clear pattern: Financial institutions that prioritize convenience, personalization, and proactive service consistently earn higher levels of satisfaction and loyalty. Coconut Software enables this by giving customers and members easy ways to engage on their own terms, whether that’s booking a meeting online, speaking to the right advisor without waiting, or moving seamlessly between digital and in-person interactions. For institutions, the benefits are just as significant. Advisors spend less time on administrative tasks and more time deepening relationships. Branch operations become more efficient, with shorter average handle times and fewer bottlenecks. And the end result is not only higher satisfaction scores, but stronger loyalty, better retention, and opportunities for revenue growth. “The J.D. Power 2025 results underscore what we’ve known all along: Financial institutions that put member and customer experiences at the center win in loyalty, trust, and growth,” says Isabelle Rochon, SVP, Customer Experience at Coconut Software. “We’re proud to see our customers recognized among the best in
Coconut Founder and CEO Heads To Silicon Valley
Her Bags Are Packed And She Is Ready To Go Coconut Calendar’s CEO and Founder, Katherine Regnier, has been invited to a prestigious one-month mentorship program in San Francisco, hosted by Neal Dempsey. A Bit About Neal Dempsey Neal Dempsey lives in California and he was one of the first personal investors in Starbucks. He started his career in sales and is now Senior Partner at Bay and responsible for 9 board seats and driving the company’s investment towards liquidity. He has invested in innovative, industry-changing companies like, Guidewire (market cap: $2.09 billion), Eloqua (which was acquired in 2012 by Oracle for $871 million) and DropCam. You can read more about Neal here. Neal’s Running Start Program is a month-long mentorship program focused on up-and-coming business owners in trending industries. Neal is passionate about new businesses and investing his time in developing great, emerging leaders. The goal of the program is to work 1:1 with select centerpreneurs to help grow their businesses and develop key relationships, focusing on specific areas of opportunity. Neal has selected 4 business owners from around the world and Katherine is one. Here is what Neal has to say about Katherine and Coconut Calendar. THE JOURNEY IS ABOUT TO BEGIN… Neal’s Running Start program will start April 23rd and runs until May 24th. Looking to boost revenue and deliver a premium experience to your clients? Schedule a consultation with Coconut Software to learn more about how our appointment scheduling solutions can get you there. About Coconut Software Coconut Software, a Saskatoon-based tech company, is an industry leading software company that provides sophisticated yet simple appointment and lobby management solutions. Geared towards managing walk-ins, on-site & pre-booked appointments, all while providing real-time insights to optimize results, Coconut provides enterprise level solutions that redefine how customers interact with organizations while maintaining the highest levels of security and compliance. Born out of a need for real-time, easy-to-adopt scheduling and customer management, Coconut is the preferred solution for modern banks and credit unions across North America. Since its founding in 2011, the company has quickly become the leader in appointment scheduling and lobby management platforms for modernizing the customer experience, while saving companies time and money.
Katherine Regnier to Receive 2020 WESK Celebration of Achievement Award
Women Entrepreneurs of Saskatchewan (WESK) recently honored Coconut Founder and CEO Katherine Regnier, with the WESK Celebration of Achievement Award. Katherine was formally presented with the award at WESK’s 25th Anniversary Awards Gala, presented by Conexus Credit Union in Saskatoon, Saskatchewan on September 30th, 2020. The Celebration of Achievement Award pays tribute to an exceptional female centerpreneur who has built a business in Saskatchewan with a significant impact on the economy and the community. This centerpreneur is an inspirational leader and a role model for women in business. Katherine is the third Celebration of Achievement recipient, preceded by Rachel Mielke in 2018, and Jess Tetu in 2019. Check out her acceptance speech: https://youtu.be/mt7-4t_Fy90 “When I started this journey, I didn’t know how hard the mountain would be to climb. I didn’t realize how much support, encouragement, and helping hands I would need to keep going. And last but not least, I didn’t foresee being a role model to other women centerpreneurs or being noted as one of the few women leading a tech company in Canada. But what I do know now, is that it takes a community to come this far, and I feel so privileged to be receiving this award from WESK’s collection of strong women right here at home” – Katherine Regnier At 3-months pregnant, Katherine quit her full-time job focus solely on Coconut Software. After five years of bootstrapping her company to over $1M in sales, Katherine decided to seek venture capital funds. To date, Katherine has successfully raised $4.9M and has grown her team to over 50 employees. Her success has helped to put Canada on the map with investors across North America. Katherine is passionate about giving back to the community and is a strong advocate for centerpreneurs and women in technology. She is a founding board member of Co.Labs, Saskatchewan’s first technology incubator and hosted the very first Prairie Investment Forum (PIF), which was a celebration of technology and investment in the Prairies. In addition to the Celebration of Achievement Award, WESK is excited to be highlighting other female business leaders in the province as part of the Jewels of Saskatchewan Panel at their 25th Anniversary Awards Gala. Panelists include Jess Tetu, Krista Moe, and Devon Fiddler. WESK CEO Prabha Mitchell states, “The achievements of women centerpreneurs and leaders who are making an extraordinary impact here at home and globally deserves celebration and recognition. The 25th Anniversary Awards Gala is a celebration of exactly that.” “We would like to thank our sponsors of this event and those who have been strong supporters of our vision and mission” stated Mitchell. About WESK Women Entrepreneurs of Saskatchewan’s (WESK) vision is for all Saskatchewan centerpreneurs to have an equal opportunity to achieve success and recognition. Entrepreneurship is a catalyst for independence, economic development, employment, growth, innovation, and equality. For 25 years, WESK has worked with hundreds of women, helping them start, purchase, and expand businesses. WESK is a non-profit, membership-based organization that provides business advisory and support services; start-up, purchase and expansion lending; mentoring and networking, and a variety of learning opportunities from seminars and webinars to events. Since 1995, WESK has provided more than $37 million in loans and professional advice to women across the province. Together, women centerpreneurs and WESK have shaped and enhanced the Saskatchewan economy. WESK is supported by the Western Economic Diversification Canada. About Coconut Software Coconut Software is a leading provider of customer engagement solutions for modern banks and credit unions. By providing technology that elevates the customer experience while improving operational efficiencies, Coconut’s solutions consistently increase satisfaction scores, decrease churn, and strengthen acquisition.
WECU Adds Online Appointment Scheduling with Coconut Software
Credit union responds to coronavirus by expanding digital accessibility for members. BELLINGHAM (May 26, 2020) — WECU, one of Western Washington’s largest credit unions, has partnered with Coconut Software to offer more streamlined appointment scheduling to its members and non-members as a direct response to the Coronavirus outbreak. “As the news about the Coronavirus and the Governor’s stay-at-home directive rolled in, we had to step back and figure out how to best serve our members during this time,” said Jerimy Saldivar, Director of Member Experience at WECU. “We realized, very quickly, that a solution like this would be beneficial in providing our members the access they need. As a result, we streamlined this project to roll out several months early.” The new platform allows people to easily schedule appointments with WECU loan officers in-person or online. Confirmations and reminders are sent out automatically, notifying both the member and the WECU representative of the upcoming appointment. Investing in digital innovations that enhance the member experience and deepen relationships through personalized interactions continues to be a priority for WECU. In addition to appointment scheduling, in January,WECU launched a new and improved mobile experience through a partnership with BankingOn. “The response by our members to our new mobile banking app exceeded our best expectations,” said Chief Information Officer, Jack Ingram. “Our app rating went from 2.3 to 4.8 and 4.9 in iTunes and Google Play stores respectively. “WECU is committed to providing a frictionless digital experience for our members,” continuedIngram. “Scheduling appointments online is another move toward a banking experience that allows members the ability to interact with our team when and how they choose.” Coconut Software’s appointment scheduling solution will be available at all 11 of WECU’s branches, contact center and two loan centers. About WECU With more than 130,000 members and more than $1.8 billion in assets, WECU a credit union based in Bellingham, Washington. WECU has 415 employees and, in 2020, gave close to $500,000 to various local nonprofits and community groups About Coconut Software Coconut Software is a leading provider of customer engagement solutions for modern banks and credit unions and is backed by investments from Conexus Venture Capital Fund, Information Venture Partners, SaskWorks Venture Fund, Bay Partners, ScaleUp Ventures, PIC Investment Group, with additional financing by CIBC. By providing technology that elevates the customer experience while improving operational efficiencies, Coconut’s solutions consistently improve satisfaction scores, decrease churn, and increase sales. Discover A Modern Way to Engage Get In Touch
Coconut Software Selected for the 2020 Women in Tech Silicon Valley Program
Katherine Regnier was selected as one of twelve women-led Canadian companies to attend the start-up growth program The Canadian Consulate in Palo Alto has partnered with BDC Capital’s Women in Technology Venture Fund to host the 2020 Women in Tech Silicon Valley Program. The program runs from February 25-27, 2020 and is tailor-made to help promising Canadian women-led companies accelerate growth. Katherine Regnier, Founder & CEO of Coconut Software, a customer engagement platform that aims to create valuable experiences that go beyond the meeting, has been selected to take part in this program. “For tech companies with global ambitions, Silicon Valley is a fantastic location to make connections and seize market opportunities,” said Rana Sarkar, Consul General of Canada in San Francisco. “Our goal is to bring women-led companies to San Francisco and Silicon Valley for an intensive three-day program that helps propel their growth and expand their network.” The mandate for this program is to support and grow great women tech leaders, who have proven business traction in their respective industry. Introducing the Selections for the 2020 Women in Tech Silicon Valley Program Coconut SoftwareconversationHEALTHKiiteMetaOptima Technology Inc.Moore & Gasperecz Global IncODAIA IntelligencePlumProcedureFlowSalonScale TechnologySamplerThe Upside Zii Technologies Click here to learn more. About the Trade Commissioner Service As part of Global Affairs Canada, the Canadian Trade Commissioner Service (TCS) helps Canadian companies and organizations succeed globally. With trade offices across Canada and in 161 offices around the world, the TCS can provide Canadian businesses with on-the-ground intelligence, qualified contacts, partnership opportunities, and practical advice on foreign markets to help them make better, more timely and cost-effective decisions in order to achieve their goals abroad. About BDC Capital BDC Capital is the investment arm of BDC—Canada’s only bank devoted exclusively to centerpreneurs. With $3 billion under management, BDC Capital serves as a strategic partner to the country’s most innovative firms. It offers a full spectrum of risk capital, from seed investments to transition capital, supporting Canadian centerpreneurs who wish to scale their businesses into global champions. About Coconut Software Coconut Software is a leading provider of customer engagement solutions for modern banks and credit unions and is backed by investments from Bay Partners, Conexus Venture Capital Fund, PIC Investment Group, SaskWorks Venture Fund, Information Venture Partners, and ScaleUP Ventures, with additional financing by CIBC. By providing technology that elevates the customer experience while improving operational efficiencies, Coconut’s solutions consistently increase satisfaction scores, decrease churn, and strengthen acquisition. Discover A Modern Way to Engage Get In Touch
Coconut Named as One of Betakit’s Canadian Tech Companies To Watch
Coconut Software is proud to be listed as one of Betakit’s top 11 Canadian tech companies to watch out for in 2020. Check out the full article here. Coconut has been listed alongside: Klue Klue provides a lens into a competitor’s world, continuously updating and connecting dots to help users win more business. It’s a new way to capture, manage, and communicate market insights from the web and across the company, in platforms many already use. Damon Motorcycles Damon is reinventing personal mobility for 1.5 billion daily commuters. Starting with a blank slate, the company reverse engineered the problems two wheel commuters face and built an experience that’s perpetually safer, smarter, and more rider-friendly. The vision includes a self-learning mobility platform that will usher in a world with no fatal accidents on Damon vehicles by 2030. To achieve that vision, Damon put data-driven thinking at the epicenter of the company, employing radical innovations in sensor fusion, robotics, and AI. Properly Properly aims to quash issues typically associated with a home sale, like untimely house showings and expensive repairs. The platform uses machine learning to help homeowners determine what their home would sell for on the open market, with the option to sell directly to Properly and close quickly. The company offers its users a price match guarantee, meaning if the home sells for more than Properly’s offer, 50 percent of the difference is refunded to the customer. Cmd Cmd allows organizations to proactively secure their Linux environment like never before. The company provides unprecedented real-time visibility into user actions, customizable controls, and the ability to stop commands pre-execution without the need for human intervention. Cmd’s aims to allow its customers to get ahead of potential breaches and block malicious attackers without blocking business. Flybits Flybits provides users with real-time information about what their audience is doing on mobile devices and allows businesses to respond accordingly. The platform uses customer data from proprietary and public sources, as well as device sensors. Flybits then combines this with contextual data, like risk profiles, as well as machine learning, allowing enterprises to drop content to the right user at the optimal time. Unbounce Unbounce started in 2009 when landing pages were little more than a buzzword. The company’s CEO, Rick Perreault, frustrated waiting on developers for every new campaign, set out to create a better experience for marketers. Perreault joined forces with Carter Gilchrist, Oli Gardner, Carl Schmidt, Justin Stacey, and Jason Murphy to bootstrap Unbounce out of a dark, 500-square-foot room in Gastown, Vancouver. As one of Canada’s fastest-growing tech companies with offices in both Vancouver and Berlin, Unbounce has powered over 650,000,000 conversions to date and serves more than 15,000 customers worldwide. 1Password 1password is dedicated to storing passwords securely, allowing users to log into myriad online services with a single click. The platform can also be used to store other private documents, such as software licenses, credit cards, and driver’s licenses. With personal security and cyber risk increasingly on the minds of consumers and businesses alike, the company is well positioned to address major societal concerns. Aspect Biosystems Aspect Biosystems is a Vancouver-based biotech startup, founded in 2013, that has developed what it calls pioneering technology that does 3D bioprinting of living, human tissue. The startup claims that its technology enables advances in the understanding of fundamental biology, disease research, regenerative medicine, and the development of novel therapeutics. Korbit AI Korbit AI is building the future of education; powered by machine learning, intelligent tutors which teach students through interactive exercises and conversations. The company’s mission is to bring a transformation to the world of education by providing a high quality, interactive, and personalized education for students at low cost, anytime and anywhere. Through their studies with Korbit, students will obtain trusted certification to improve their socio-economic status. More About Coconut Software Coconut Software is a leading provider of customer engagement solutions for modern banks and credit unions including: Vancity, United Federal Credit Union, Servus Credit Union, and Royal Bank of Canada, and is backed by investments from CIBC, Information Venture Partners, Bay Partners and ScaleUp Ventures. By providing technology that elevates the customer experience while improving operational efficiencies, Coconut’s solutions consistently increase satisfaction scores, decrease churn, and strengthen acquisition. Discover A Modern Way to Engage Get In Touch
Coconut Software Closes $6.5 Million Series A-2
Coconut Software recently announced the close of a $6.5 million CAD Series A-2 round, led by Conexus VC, and with participation from SaskWorks (PFM).
Katherine Regnier Speaks During the Women of Influence Breakfast Presentation
Event: Women of Influence Breakfast PresentationLocation: Prairieland Park, Hall A503 Ruth St W, Saskatoon, SK S7J 0S6Date: November 5, 2019 Coconut Software’s Founder & CEO, Katherine Regnier is set to speak during the Women of Influence Breakfast Presentation, hosted by the Edwards School of Business. Katherine will be joined by the CEO of Wanuskewin Heritage Park, Darlene Brander, and President and CEO of Jim Pattison Children’s Hospital Foundation, Brynn Boback-Lane. The Women of Influence Breakfast was first organized in 2002 by Edwards School of Business in partnership with University of Saskatchewan, Extension Division. Initially a small scale presentation with 80-100 attendees, this event has grown to attract audiences of over 400 who come together to celebrate three accomplished women as they speak about their leadership roles and how they achieved success in their respective fields. A portion of the proceeds from this event go towards the Women of Influence Scholarship Award that was established to support the dreams of students wishing to pursue an education in the business field. Learn more here. The Women of Influence Breakfast Presentation Panel Darlene Brander CEO of Wanuskewin Heritage Park Darlene Brander oversees all operations at Wanuskewin Heritage Park, an internationally acclaimed northern plains Indigenous interpretive site that is home to more than 6,400 years of history. A Band Member of the Red Earth Cree First Nation, Darlene holds a Bachelor of Education Degree from the University of Saskatchewan as well as a Chartered Professional in Human Resources designation. An active community member, Ms. Brander sits on the following boards, Chair of the Saskatoon Board of Police Commissioners and the Canadian Association of Police Governance. She is a past Director for the Saskatoon Aboriginal Professional Association and the Nutrien Wonderhub. Katherine Regnier Founder and CEO of Coconut Software In 2011, Katherine Regnier quit her job at 3-months pregnant to solely focus on Coconut. In late 2016, after 5 years of bootstrapping the company to over a million dollars in sales, everything changed. Katherine has successfully raised $4.9M and has grown her team to over a staff of 50. Katherine is a founding board member of Co.Labs, Saskatchewan’s first technology incubator and hosted the very first Prairie Investment Forum (PIF), which was a celebration of technology and investment in the Prairies. Brynn Boback-Lane President and CEO of Jim Pattison Children’s Hospital Foundation Brynn Boback-Lane leads a provincial team in advocating and fundraising for the new provincial children’s hospital project with focused expertise in governance, marketing, public relations, and philanthropy. Brynn attended the University of Saskatchewan and received her Chartered Director (C. Dir.) designation from McMaster University. Brynn currently sits as a member of the Canadian Association of Pediatric Hospitals of Canada, Canadian Advisory Committee for Children’s Miracle Network, Canadian Children’s Hospital Foundation Executives, and is a member of the Saskatchewan Government Insurance (SGI) Board of Directors. Discover A Modern Way to Engage Get in Touch
Coconut and Finn AI: Engagements Get Smarter
Artificial intelligence is rapidly spreading across industries that rely heavily on data — which these days includes almost all of them — and the financial services sector is no exception. With banks and credit unions seeking out new ways to leverage this technology, Coconut is proud to now be able to provide the ability to use AI to improve customer interactions through our new partnership with the world’s leading AI-powered conversational banking technology provider, Finn AI. This partnership will provide bank customers with the ability to engage and schedule a meeting with their financial service provider using a multi-turn conversational model that is API-integrated with the Coconut Software platform. For example, a customer could chat with a virtual advisor to gain personalized mortgage advice, receive pre-approval, and book a meeting to complete the process, all while following a simple, natural conversation. In the hunt to reduce costs while servicing increasingly tech-savvy customers, AI-based chatbot solutions provide an excellent opportunity to bring new opportunities for engagement. Most often, these chatbots are developed with two-way communication in mind, supplementing channels such as phone, email or text for customers looking for quick service and transactional support. However, while most basic tasks such as balance inquiry, bank account details or loan queries can be handled by a bot efficiently, issues can arise when a bot encounters a request that requires a face-to-face meeting. “At Coconut, our goal is to provide banks and credit unions with methods to engage and manage customers on a personal level, no matter their channel of preference,” said Katherine Regnier, CEO of Coconut Software. “With this partnership, financial institutions are able to deliver additional convenience and tailored advice that seamlessly bridges the physical-digital divide, providing huge benefits to customer acquisition and retention.” Despite growing demand for personalized digital experiences, of all financial customers who head to their institution’s website or app for service, 35% of them will wind up visiting a branch to complete their journey. Whether they do so because the service they requested requires human support, or they simply prefer conducting their banking in person, providing them with a method to move from advice and service to appointment scheduling through a natural online conversation, banks can eliminate friction that often occurs for those thirty five percent. Another issue for today’s digital customers is that few of them are conducting their banking activity during business hours. And while most banks do offer a 24/7 contact center number, the fact is that the majority of customers are not making phone calls much anymore. These days, chat is king, and a round-the-clock instant chat feature is expected by the increasingly digital ‘always-on’ consumer. This means that banks with chatbots built into their websites have a competitive advantage, and are likelier to attract and retain customers. And a chatbot that saves customers from having to switch to a phone call to book an appointment when needed is an incredible bonus. “A fall off point for banks — that do not have a fully digital journey — is getting the consumer to interact with a banker, either in person or on the phone, after they have demonstrated an interest in a product online,” said Jake Tyler, CEO of Finn AI. “By integrating with Coconut Software, we’re bridging that gap and making it easier for banks to interact with and convert online prospects.” Studies have already shown that people find phone calls tedious and slow as compared to instant chat. Customers are looking for speed and personalization when interacting with their financial institution. At the same time, they don’t want the impersonal experience of email or online forms. Intelligent customer support chatbots offer a mix of both live conversation and speed. By providing a way for banks and credit unions to establish personal interactions online — and importantly, to maintain them even when it’s necessary to move the conversation offline — organizations are able to improve customer interactions, and ultimately exceed customer expectations. View the press release here. Discover A Modern Way to Engage Get in Touch About Finn AI Founded in 2014, Finn AI is the world’s leading AI-powered conversational banking technology provider, working with top financial institutions including: ATB Financial, Bank of Montreal (BMO), Banpro Grupo Promerica, Fidor Bank, and TymeBank, as well as partnerships with Auth0, Fidor Solutions, MX, Temenos, and Visa Canada. Banks use the award-winning Finn AI platform to transform and deepen customer engagement –providing a truly personalized digital-first experience– while delivering the operational efficiencies and cost savings of conversational AI. For more information visit finn.ai. About Coconut Software Coconut Software is a leading provider of customer engagement solutions, empowering modern banks and credit unions including: Vancity, United Federal Credit Union, Servus Credit Union, and Royal Bank of Canada. By delivering seamless experiences for both financial institutions and their customers, Coconut Software helps to bridge the gap between digital and physical channels and improve operational efficiencies. Through technology that supports enhanced customer experiences across all touchpoints, Coconut’s solutions consistently increase satisfaction scores, decrease churn, and strengthen acquisition. Product Info Lobby Management Data Sheet
Finn AI Partners with Coconut Software to Help Banks Increase Interactions with New Customers
Finn AI, partnered with Coconut Software, to enable banks with the ability to schedule a meeting using a multi-turn conversational model.
Building a Dream with Jim Pattison Children’s Hospital
A dream 20 years in the making, the Jim Pattison Children’s Hospital opened its doors to the people of Saskatchewan, with the help of Coconut Software.