BAI Webinar

Playing for keeps:
How to win and retain
depositors and borrowers

RECORDED: April 21, 2021
TIME: 1:00 - 2:00 PM CT

Anyone can buy a technology with the goal of improving customer experience. Technology, though, isn’t a silver bullet that wins low-cost deposits and retains loan customers for the long-term. Financial institutions need practical guidance to complete transformations that build real loyalty.

Join us for this complimentary BAI webinar to hear Brittany Hodak, Chief Experience Officer from, and former banker J.J. Slygh, Customer Experience Consultant at Total Expert, share insights to help your institution cultivate customers for life.

Key takeaways:

  • Strategies to win buy in from leaders and staff.
  • The best practices for improving and implementing customer experience.
  • Key findings financial institutions have learned in their pursuit of lifelong customers.


J.J. Slygh
Customer Experience Consultant
Total Expert

With over 20 years of financial marketing experience, J.J. Slygh is a Customer Experience Consultant at Total Expert. He is responsible for helping clients develop a clear path to an enhanced customer experience that is practical and achievable. Prior to Total Expert, J.J. served as Vice President of Marketing & Creative at KleinBank, a $2B Minnesota-based community bank located in the southwest suburbs of Minneapolis that was purchased in 2018 by Old National. At KleinBank, he was responsible for the vision, strategy, and development of the institution's digital and traditional marketing efforts to drive account acquisition and deepen customer relationships.

Brittany Hodak
Chief Experience Officer

Brittany Hodak is the Chief Experience Officer of She's also an award-winning entrepreneur and speaker who has delivered keynotes across the world to organizations including American Express and the United Nations. She has published more than 50 articles for outlets including Forbes, Adweek, and Success magazine, and has appeared on NBC, CBS, CNN, and the CBC, among many others. Entrepreneur magazine calls her “the expert at creating loyal fans for your brand.” Brittany co-founded, scaled, and successfully exited The Superfan Company, a fan engagement company whose roster included Walmart, Disney, Amazon, and more under her eight-year leadership.

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