Webinar
[ON-DEMAND WEBINAR]: How COVID-19 has impacted financial institutions with customer interaction and satisfaction
July 16, 2020
The COVID-19 pandemic has created a dramatically new landscape across the financial services industry. Customer preferences as well as satisfaction with various banking channels is changing quickly making it hard for Banks and Credit Unions to make fast yet informed decisions.
In this interactive session, E.J. Kritz from ath Power Consulting will share findings from their COVID-19 Impact Report, pointing to Customers' interaction and satisfaction with ATM/ITM and the impact on the omnichannel strategy, as well as priorities post-pandemic. Priorities include ITM implementation, Interactive Chat, ATM usage and functionality, etc.
Joining the session in an expert panel from top banks, sharing their individual insights as well as a view into what their banks are considering as we enter a "new normal" in banking.
In association with:
Meet the panelists
Shpend Ibraimi
Vice President, Managed Services Solutions
Cardtronics
Shpend Ibraimi is Vice President, Managed Services Solutions at Cardtronics. In this role, Ibraimi leads the design, delivery, and enhancement of the Managed Services Solution for the U.S market.
Ibraimi has more than a decade of experience in the financial services industry. Most recently prior to joining Cardtronics, Ibraimi was VP, ATM Channel Manager for UMB Bank, a $20 billion in deposits financial institution, where he led the ATM operations and product team.
EJ Kritz
Director of Training
ath Power Consulting
EJ Kritz is a seasoned strategist, trainer, and keynote speaker with extensive experience working for some of the finest brands in Financial Services, Retail, Call Center, Franchising, and Media. As the Director of ath Power Consulting's Training, EJ supports banking organizations of all sizes to build and deliver world-class training solutions focused on such critical topics as Customer Experience, Leadership, Management, Needs-Based Sales, Employee Engagement, Problem Resolution, and more.
Corey LeBlanc
Chief, Digital & Innovation
Origin Bank
For Corey LeBlanc, his mission as Chief Digital and Innovation at Origin Bank is less about the technology delivered and more about the experience created.
As a catalyst for CX advancement, he develops strategic roadmaps that align digital initiatives with business-wide objectives, cultivates external partnerships, and leverages a data-driven approach to digital transformation.
Corey brings 20 years of diverse experience in information technology in roles such as Chief Technology Officer, Vice President of Information Technology, and Director Infrastructure & Security.
Previously, he was enlisted for six years in the USAF leading Infrastructure & Security for Bolling Air Force Base and the USAF Academy.
LeBlanc presently serves on the Client Advisory Board for MX and was awarded 20 Under Forty by Banking Exchange Magazine in 2018.
Leslie Moreno-Martinez
Sr. Manager of User Experience & Design (UXD) for Secure Banking
CIBC Digital
She leads a large multidisciplinary team of UX designers, visual designers, English content writers and translators who are responsible for the UX of CIBC's Online Banking and Mobile Banking platforms. She is also a key contributor to the strategies behind the agile adoption and the transition to Digital Product Design.
Leslie holds a Master of Business Management.
Some of Leslie's career highlights:
• In 2014, she led the team that contributed to CIBC earning for the 1st. time (and for the following 4 years), the top score in Forrester Research Canadian Online Banking Functionality Benchmark.
• In 2002, Leslie founded her own Consultancy and UX & Design firm.
• In the late 90's Leslie worked for a Consulting firm in Mexico City whose clients included Government Agencies and FIs, and where she strategized and designed the first intranets for both AMEX Co. Mexico and, Banco Nacional de Comercio Exterior (Bancomext).
Staci Shedd
Head Customer Experience and WOW! Employee Engagement Strategy and Support
TD Bank
Staci Shedd is the Head of Customer Experience and WOW! Employee Engagement Strategy and Support at TD Bank. With over 25 years' experience in customer loyalty, performance metrics, and strategic business planning and execution, Staci drives Legendary experiences with the end goal to create FANs out of Customers and Employees. How could anything be more fun?
About The Sponsor
Ventus
Ventus is the industry leader in ATM networking, delivering the highest availability with the PCI-secure Ventus Private Network. Ventus offers the easiest deployments with plug n' play devices, the broadest internet coverage with wireless and fixed line connectivity, and the most robust monitoring tools available on a single invoice.
