BAI Webinar:

Top transformation

for improving CX, efficiency and branch performance

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Presented by:

RECORDED: August 28, 2019
TIME: 1:00 - 2:00 PM CT

How is your financial services organization leveraging its workforce to improve in-person CX, efficiency, and branch performance? What are your top three branch transformation priorities? What techniques does your bank use to measure the CX and employee engagement? Given new technologies and branch formats, how are you aligning your staff to improve CX, efficiency, and performance? These are among the questions posed to banking executives for Kiran Analytics’ Fourth Annual Branch Workforce Survey done in conjunction with BAI.

Join us for this complimentary BAI webinar to learn about the survey findings and how branch transformation leaders are aligning and engaging their branch staff with modern workforce management solutions.

Key Takeaways:

  • Methods used for assessing in-branch CX
  • Evolution of branch staff with universal bankers, digital advocates, and float pools
  • Where your FI stands compared to its peers when it comes to utilizing data, analytics, and workforce management



Jennifer Mott
Executive Vice President, Retail Banking Executive
WesBanco Bank

As Retail Banking Executive, Jennifer leads 203+ banking centers across a 5 state footprint- West Virginia, Pennsylvania, Ohio, Kentucky and Indiana. Jennifer began her 20+ year retail banking career working at in-store locations that open 7 days a week, which she credits as fueling her passion for retail banking. The unique challenges of in-store banking instilled strengths in talent development, process management and team collaboration. Through her experiences she developed successful approaches to building high performing retail and cross functional teams in future assignments at Fifth Third Bank, First Financial Bank and now WesBanco Bank. Jennifer, her husband Joe and children, Reilly and Anderson reside in Cincinnati Ohio. During free time she enjoys gardening, camping and yoga or anything outside in the sunshine!


Kerim Tumay
Vice President of Marketing
Kiran Analytics, A Verint Company

Kerim Tumay leads marketing at Kiran Analytics. He has over 30 years of experience in the development, marketing, and delivery of advanced analytics solutions. Prior to Kiran Analytics, he held leadership positions at ProModel, CACI, Convera (now NTENT). He is the author of various proprietary market research projects on branch transformation, workforce optimization, and advanced analytics. He is also a contributing writer for BAI Banking Strategies.

Mark Riddle
Director, Research and Content Delivery

Mark is an industry veteran who brings a wealth of expertise to BAI clients. He delivers industry insights and BAI benchmarking program updates to keep our clients informed on critical industry information and their relative performance in the market. Prior to joining BAI, he held consulting and sales positions with Open Solutions, Deluxe Corporation, and various Chicago-area banks for more than 20 years.