TUESDAY / SEPTEMBER 20, 2016 / 1:00 PM

Omnichannel Service: An All-In Proposition

A multichannel banking model will tolerate silos. But in an omnichannel model, they must be dismantled — hardly a fast or easy proposition.

Omnichannel migration requires the thoughtful development of a coordinated, interdisciplinary, and technology-driven strategy — with assistance from external experts as well as full buy-in from the top brass.

This session will present examples and insights from financial institutions that took on silo-busting projects to create a customer-centric, employee-supported omnichannel experience.


Ricky Goodwin | ATM Services Manager | Regions Financial Corporation

Ricky Goodwin is the ATM Services Manager at Regions Financial Corporation. Prior to this role, he worked as a Business Analyst for Regions Bank, formulating and evaluating specifications for department reporting, software applications and various ATM operations projects.

Sean McCarthy | Global Business Development Executive | IBM Technical Support Services

Sean is a Global Business Development Executive within IBM’s Technology Support Services. He has over 25 years experience in the Self Service and Branch Transformation arena, which is where he devotes his energy to help financial institutions transform their clients experience. He is a graduate of Edinburgh University (MBA) and Napier University (DipM), Scotland.

Pat O’Donnell | Senior Vice President | Key Bank

Pat O’Donnell is a Senior Vice President at Key Bank, leading the Client Solutions Development initiative within Enterprise Commercial Payments. Prior to joining Key, Pat served as Managing Director for J.P. Morgan, specializing in domestic and international payment solutions. Additionally, she held the position of Vice President of the Central US Region for Digital Equipment Corporation. In 2015, she began serving her two year term as the Chair of the Electronic Funds Transfer Association. Leveraging her experience in the technology and financial services industries, she works to balance the needs for continued innovation, increased efficiencies and ubiquitous access in solutions brought to market.

session sponsor


Bob Meara | Senior Analyst| Celent

Bob Meara is a senior analyst with Celent’s banking practice. His research focuses on the branch and ATM delivery channels, customer analytics and check and cash payment processing technologies. A well-known authority on remote deposit capture, Bob has led multiple consulting engagements including several proprietary research projects involving financial services hardware, software and the impact of self-service on branch banking. Before joining Celent, Bob was the director of product marketing at Alogent. Prior to Alogent, Bob also held positions in marketing and brand management at Stonebridge Technologies, Software, BellSouth, Hayes Corporation, and Procter & Gamble.