With change comes challenge...and opportunity. Mergers and acquisitions. Digital conversions. Card reissues. Moments of large-scale change inevitably disrupt expectations and habits for customers and employees alike. Amidst the complex logistics, even the most vigilant of financial institutions can underestimate the level of operational readiness, as well as customer and employee support needed to create a positive brand experience. But these same change events, when approached from a thrive — not just survive — mindset, represent rare opportunities to strengthen relationships, build loyalty, and differentiate your brand.

Join us for this complimentary BAI webinar to hear an interactive discussion on how to plan and implement a fully connected transition experience that welcomes employees and customers to your brand.

Key takeaways:

• How to maintain or even boost NPS through customer journey segmentation, white-glove outreach and expert inbound support
• How to successfully manage back-office operations to maintain focus on core competencies and frontline customer service
• How to provide employees the level of support they need, while boosting productivity and morale

PRESENTERS:

Stephenie Williams
Executive Director, Acquisition Solutions
Vericast

Stephenie Williams is the Executive Director of Acquisition Solutions for Vericast. She offers twenty plus years of progressively responsible experience in direct marketing, strategic planning, product management, vendor management, retail communications, project management, advertising agency relations, supervision and promotions in the financial services, retail and automotive industries. She has demonstrated success in creating business cases to sell ideas, managing, inspiring organizational change and enhancing organizational communication practices.

Tracy Gudmundson
Vice President, Contact Center Operations
Vericast

Tracy Gudmundson is the Vice President, Contact Center Operations for Vericast. She collaborates with her leadership partners in staffing, workforce management, training, reporting, information technology, quality assurance and human resources to plan and implement tailored inbound and outbound programs that exceed client expectations.

Andy Saner
Senior Vice President, Product Engineering and Data Services
Vericast

Andy Saner is the Senior Vice President of Product Engineering and Data Services at Vericast and he is responsible for leading technology teams that create outstanding customer experiences, drive outcomes and leverage intelligent, data-based engagements. Andy and his team partner with sales, delivery and production to provide a seamless experience for clients and their customers.

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