In this webinar, you’ll hear from three financial institution leaders about how they’ve pivoted to provide an omnichannel experience to their customers and members, and their lessons learned. Focus will be centered on the benefits of investing in omnichannel technology to help create customized, consistent, and branded experiences across your institution’s buyer journey.

1. Com m unity Banking Brief
How New Customer Experience
Technology Can Generate Massive ROI
How New
Customer
Experience
Technology Can
Generate Massive
ROI
Elissa Riddell
With
J
ustin Knowles
Melissa Maki
Ami Iceman-Haueter
October 27, 2021
Marketing Director at
Coconut Software
Strategic Innovation
Officer at City Bank
VP, Marketing
Communications Director
at The Middlefield
Banking Company
Assistant Vice President
of Research and Digital
Experience at MSU
Federal Credit Union
11:00 am PDT
2:00 pm EDT
6:00 pm GMT

2. Coconut Software creates beautifully designed and powerful
solutions that help financial institutions that want to improve the
digital and physical engagement of their staff, customers and
members. Our suite of Appointment Scheduling and Lobby & Visitor
Management solutions provide a way to seamlessly schedule,
measure and manage customer, member and staff interactions.
To learn more about how Coconut Software can help you visit
www.coconutsoftware.com/thank-you/build-v-s-buy/!

3. 0 3
TO USE YOUR TELEPHON E:
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Un it ed St at es: +1 (415) 655-0060
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When t he webinar begins, you will be connect ed t o audio using your
com put er 's m icr ophone and speaker s (VoIP). A headset is r ecom m ended.
Click on the Questions panel to
interact with the presenters
--OR--
Com m unity Banking Brief
How New Customer Experience
Technology Can Generate Massive ROI

4. How New Customer Experience
Technology Can Generate Massive ROI
Exclusive Panelists
0 4
Elissa Riddell
Marketing Director at
Coconut Software
J
ustin Knowles
Strategic Innovation Officer
at City Bank
Ami Iceman-Haueter
Assistant Vice President
of Research and Digital
Experience at MSU Federal
Credit Union
Melissa Maki
VP, Marketing Communications
Director at The Middlefield Banking
Company

5. ROI of Omnichannel Technology for
Financial Institutions

6. COCONUTSOFTW
ARE.COM
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7. The importance of creating
customized, and consistent
experiences both online and in
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4
COCONUTSOFTW
ARE.COM

8. COCONUTSOFTW
ARE.COM
QUESTION #1
W hat surprised you the most about using
technology during the global pandemic,
outside of your role?
5

9. COCONUTSOFTW
ARE.COM
QUESTION #2
How have your customer or member expectations
changed since March 2020?
6

10. COCONUTSOFTW
ARE.COM
QUESTION #3
Building the business case for digitally
transforming - what is needed to make that
case?
7

11. COCONUTSOFTW
ARE.COM
QUESTION #4
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12. COCONUTSOFTW
ARE.COM
QUESTION #5
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9

13. COCONUTSOFTW
ARE.COM
QUESTION #6
W hat technology are you currently using to
create a seamless omnichannel experience?
W hen did you realize that your organization
needed to change?
10

14. COCONUTSOFTW
ARE.COM
QUESTION #7
Give us a top tip that you can share with others
about how to lead change within your FI,
particularly when it comes to using technology?
11

15. coconutsoftware.com
/in/elissariddell/ /in/justinwknowles/
@ADP_ERiddell
www.city.bank/
/in/askmeaboutmarketing/
/in/amiiceman/
@Icemanam
To view more webinars from Community Banking Brief, visit:
https://www.communitybankingbrief.com/upcoming-webinars
www.msufcu.org
Elissa Riddell
Marketing Director at
Coconut Software
J
ustin Knowles
Strategic Innovation Officer
at City Bank
Melissa Maki
VP, Marketing Communications
Director at The Middlefield
Banking Company
Ami Iceman-Haueter
Assistant Vice President
of Research and Digital Experience
at MSU Federal Credit Union
www.middlefieldbank.bank