BREAKOUT SESSION / THURSDAY / SEPTEMBER 13, 2018 / 2:30 PM
Products, processes and … people: The key to successful branch transformation
Advanced self-service capabilities and innovative new business processes are fine and good, but if your employees aren’t buying the concept of tech-driven service delivery, you can be sure they’re not selling it, either. Some never will, but others just need effective tools and training to come up to speed.
In this session, you’ll learn how the most successful branch transformations have turned tentative employees into enthusiastic tech ambassadors.
Jean-Pierre Lacroix | President | SLDNXT
Jean-Pierre Lacroix is president of immersive experience design firm SLDNXT. A visionary design thinker, author and speaker, JP is driven to produce measurable results through strategic insights. He is committed to transforming the customer experience by designing immersive experiences that compel consumers to buy at the moment of purchase. JP is continually sought after by top brands, industry associations, conferences and publications for his insights on leading packaging, retail, banking and digital trends. His client list includes Cineplex Entertainment, Regions Bank, Toronto Blue Jays, PepsiCo Canada, CZ Bank, The Source and TD Bank Group.
Sérgio Magalhães | Director of Branch of the Future Department | Millennium bcp
Sergio Magalhães has more than 20 years of experience leading development teams and IT Departments in MillenniumBCP, a multinational bank, based in Portugal which is leader in innovation and customer experience. Since 2015 he was the Head of the Branch of The Future Department that is responsible for Branch Transformation projects, connecting the physical and the digital worlds, delivering the best customer experience. He oversaw the development of a new customer-oriented branch concept, now present in more than 40 locations in Portugal and with innovation features available in all 500+ branches of Millennium bcp in Portugal. Recently he joined the Digital Transformation Office of MillenniumBCP.
Suzanne Cluckey | Editor | ATM Marketplace
Suzanne Cluckey is a writer with more than 25 years of experience in journalism and mass communications. Her work has appeared in trade journals and consumer publications throughout the U.S. and has covered a vast range of topics from cider-making to software development. In addition to her work for ATM Marketplace, Suzanne has written white papers and features for other publications in the Networld Media Group family including Fast Casual, Kiosk Marketplace, Mobile Payments Today and QSR Web.