Ionic columns of a bank building

WEDNESDAY / SEPTEMBER 21, 2016 / 8:30 AM

The ELI Series: Talks on Excellence, Leadership and Innovation in the banking customer experience

Will Reinvention Wreck the Branch?

In the chatter about omnichannel delivery, digital natives, universal tellers and self-service devices, are we forgetting other, equally important considerations? Are we perhaps revolutionizing the branch experience for millennials only to ruin it for boomers (who, when it’s all said and done, still hold the bulk of the world’s wealth)?

Most bankers are convinced that the branch will always be a key customer service channel. They’re less sure how they’re supposed to create an exceptional experience for new branch users without giving older ones the distinct feeling that they’re being dissed.

In four 15-minute talks, our speakers will explain how it can be done.


Meredith Deen | President | FMSI

Meredith J. Deen began her career with FMSI in 1990. Currently, as President, Meredith spearheads FMSI’s day-to-day operations with particular focus on Client Relations and Software Development. She remains focused on upholding FMSI’s commitment to ethics and high-level service with every client, prospect and partner interaction. As FMSI continues to grow, Ms. Deen works to ensure a course of continuous improvement in order to maintain our solid client partnerships. Ms. Deen previously worked for a large Southeastern financial institution and uses that experience to appreciate the day-to-day concerns of clients and prospects. Ms. Deen holds a Bachelor of Arts in Mathematics and Economics from Agnes Scott College and an Executive MBA from Georgia State University.

Will Howle | President, U.S. Retail Banking | Citi

Will Howle became President of U.S. Retail Banking at Citi in 2014, responsible for the full spectrum of consumer banking needs including Citi’s small business clients. Previously, Will was President of Citi’s U.S. Commercial Bank and COO of Citi U.S. Consumer and Commercial Banking. He has more than 25 years of experience in banking, including commercial and small business, deposit services, trust services and wealth management in roles at Morgan Stanley, Wachovia and Bank of America. As Chairman of the Consumer Bankers Association, Will promotes the banking industry in serving the financial needs of American consumers and small business.

Rachel Rich | Sr. Marketing Manager | BMO Financial Group

As Sr. Marketing Manager at BMO Financial Group, Rachel leads the North American digital adoption and engagement marketing strategies focusing on behavioral change programs that optimize the digital funnel and builds a strong foundation to ensure support of the bank’s strategic priorities of customer growth and enhanced customer experience. She joined BMO Financial group in 2011, upon the merger with M&I Bank. With over 15 years of dynamic marketing experience Rachel brings a unique set of qualifications that enables her to effectively lead, develop and manage all aspects of integrated channel campaigns.