BAI Webinar

Banking interaction strategy: Engagement and connecting with your customers

RECORDED: May 12, 2021
TIME: 1:00 - 1:30 PM CT

For banks and credit unions, 2020 was an extremely challenging year for delivering quality customer service; long lines and closed branches resulted in unhappy customers with limited options. As the economy begins to reopen, the most critical customer retention tests are just around the corner. Over the next few months, increased economic activities will put pressure on financial service providers to compete to retain customers and rebuild customer loyalty.

Join us for a complimentary BAI webinar where Terry Badger, Managing Editor at BAI and UKG industry professionals discuss the strategic approach and technology solutions to make customers happy and employees productive, while growing profits and building long-lasting customer relationships.

Key takeaways:

  • Building personal connections with customers through advanced appointment setting and improved lobby interactions
  • Using technology to create more intimate engagements
  • Leveraging data and analytics to improve your connection with customers
  • Understanding the customer journey to build long-lasting relationships


Matt Hertel
Financial Services Industry Principal

Matt Hertel is a financial services industry consultant that partners with banks and credit unions to help optimize their retail branch and digital experiences. After spending over 10 years in high volume bank branches in the Southeast and another decade in retail mortgage and indirect automobile/marine originations, Matt knows what truly drives traffic and conversations in today’s ever-changing banking environments. For the last 12 years in his current role, Matt has worked with hundreds of banks and credit unions around North America to address their branch scheduling and accountholder engagement strategies.

Kevin Steel
Financial Services Industry Principal

Kevin Steel has been developing and selling workforce management and human capital management solutions to banks for over 25 years. His background includes both working in and consulting to the financial services industry. Because of his experience, Kevin brings an informed perspective, and provides additional credibility and knowledge to the space. UKG welcomed Kevin to the team in 2016, as a Retail Banking Expert, so he can expand on how the UKG solution is uniquely capable of assisting financial services institutions in managing their networks through this transformative time.

Terry Badger
Managing Editor

Terry Badger, CFA, is the managing editor for BAI’s thought-leadership content – the BAI Banking Strategies newsletter, podcast, website and executive reports. He previously served as Director of Investment Content at USAA, where he oversaw the organization’s investment-focused content. He also spent 12 years with The Associated Press, where he held several positions, including assistant national editor for financial news in New York.

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