Kevin Potter

Chief Customer Officer Heritage Bank

Conference Day One: Wednesday, 4th November 2020

Saturday, April 11th, 2020

12:20 PM Heritage Bank Case Study: Understanding Why Leading Technology Is Not Enough To Drive Successful Branch Innovation - The Importance Of People Transformation

As most of financial industry is working on driving customers and members into branches, and continue to focus on technology side of transformation, employees are often overlooked. Heritage Bank faced the same challenge and understood that bank staff members need to be beyond just bank tellers in order to succeed. They transformed their workforce into brand ambassadors who educate customers and look after their needs in order to deliver innovation through enhanced customer experience. Listen how Kevin Potter’s team looks after his customers’ best interests.

In this session understand:
  • How leading technology is not enough to drive successful branch innovation
  • How engaged workforce offer unique value that customers cannot find using digital channels
  • How simple and stress less sales process results in exceptional branch experience

2:00 PM The Experience-Led Branch – How To Leverage Technology, And Human Interaction In Order To Provide Great Customer And Employee Experience

Most branch transformation strategies focus on the promise of new technology, and forget core parts of their organization –employees. When everything is available online, your branch network has to offer a unique value to the customers in order to build trust and lasting relationships.

  • Why new technology is only one step in transforming branch network
  • How right approach towards your customers reinforces their engagement
  • How committed workforce can transform your branch visit into a unique experience

Check out the incredible speaker line-up to see who will be joining Kevin.

Download The Latest Agenda