Want more digital adoption? Start with your staff

Banks and credit unions have invested heavily in technology to power their ever-expanding digital channels and offerings. Yet certain segments of the customer base have yet to adopt it.

According to findings in the recent ENGAGE 2023 survey, 53% of the banking leaders indicate adoption is their #1 priority for building stronger customer engagement in digital channels this year.

As financial institutions prioritize getting consumers to take full advantage of the growing array of channels, they recognize digital adoption as a critical step in ensuring success and ROI.

So, what are banks doing to increase digital adoption? And what role can frontline staff play in furthering adoption?

Join us for a conversation led by BAI’s Holly Hughes with Engageware’s Nina Vellayan and Brad Wittman to learn how bank staff are the key to building awareness and adoption of digital tools.

Key takeaways:

• Why balancing the right mix of human-assisted and digital banking channels is critical
• How to give employees the resources they need to introduce and support digital tools
• How increasing adoption of digital tools and resources relieves the support burden on your frontline staff

THOUGHT LEADERS:

Nina Vellayan
Chief Executive Officer
Engageware

With over 25 years of experience, Nina has a successful background with enterprise SaaS and building high-performance management teams. Prior to joining the team at Engageware, she was the President & CEO at Xeeva and an investor and acting CEO of Stewardship Technology, Inc. Nina has also held multiple senior-level executive and investor positions within financial, payments, and software technology organizations, including CEO of FrontStream Payments, Inc., COO of Official Payments, Inc. (Nasdaq: OPAY), and a divisional President at Sallie Mae (Nasdaq: SLM).

Brad Wittman
Senior Director, Customer Success
Engageware

Brad oversees Engageware’s Customer Success Team who are responsible for engaging and partnering with customers. Brad has over 20 years experience in enterprise B2B software/SaaS, building and leading customer success, professional services and support teams, functions and processes across the entire customer journey to improve retention and customer satisfaction.

Holly Hughes
Chief Marketing Officer
BAI

Holly leads strategic marketing, digital thought leadership, events and strategic programs for BAI. She joined BAI in 2014, bringing with her more than 20 years of marketing and leadership experience across a number of industries. Most recently, she served as SVP and Marketing Director for Fifth Third Bank. Prior to Fifth Third, Holly held a senior marketing leadership position at MidAmerica Bank, a leading community bank in the Chicago market (now PNC).