ON-DEMAND

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Cost: Complimentary

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For years, credit unions staked their success on higher member engagement and satisfaction than their big banking peers. As member expectations continue to shift toward effortless digital banking experiences, sentiment surveys suggest these strengths are slipping. Members want the same personalized and seamless experiences they encounter across all other areas of their lives.

The problem for most credit unions? They're not sure how to make it happen.

In this webinar, we'll share a proven formula for maximizing technology transformation to deliver a hyper-personalized member experience, and we'll hear how the nation's second largest credit union is deploying this formula in its own contact center.

● Step #1: Strategically selecting the right platforms and partners

● Step #2: Designing a fully integrated cloud environment – including CRM, lending, mortgage and collections – to support seamless member experiences

● Step #3: Supporting associates with AI-powered engagement tools

● Step #4: Establishing a mindset of continuous innovation

Moving your critical MX applications to the cloud with the right partners is only step one. Focusing solely on "lift and shift" leaves valuable opportunities on the table.

Come join Atif Munir Senior Vice President of IT Infrastructure and Operations, and Nicole LaCamp VP of Operations Strategy Integration at PenFed to learn more about their 4-pronged approach to combining critical technologies, partnerships, and a shift to an innovation mindset, that is helping PenFed provide differentiated member experiences across all member segments.

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Can't attend? Register for the webcast and watch it on-demand after the live webcast.

Speakers: 

Atif Munir | Senior Vice President of IT Infrastructure and Operations | PenFed Credit Union

Atif Munir is the Senior Vice President of IT Infrastructure and Operations at PenFed Credit Union. He is a seasoned professional with a passion for driving innovation and transformation in the financial services industry. He has over 26 years of experience in Financial Services and has been at PenFed for 9 years. Atif has established himself as a leader in strategic planning, cloud technologies, IT architecture, technology integration, digital transformation, and member experience enhancement within credit unions.

In addition, as a member of the Chief Technology Office, Atif plays a pivotal role in driving technology transformation initiatives aimed at revolutionizing the member experience landscape. His dynamic leadership style and forward-thinking approach have established him as a leader in the industry, where he is recognized for his ability to translate vision into action.

In his spare time, Atif explores new technologies, mentoring and guiding aspiring professionals, and giving back to the community through various volunteer initiatives. Atif is an avid cricketer and tennis player. Whether he's on the cricket pitch or tennis court, Atif approaches sports with the same determination and passion that he brings to his work. These activities not only serve as a source of relaxation and enjoyment but also provide valuable lessons in teamwork, perseverance, and discipline.

Nicole LaCamp | Vice President of Operations Strategy Integration | PenFed Credit Union

Nicole LaCamp is the Vice President of Operations Strategy Integration at PenFed Credit Union. She has over 25 years of experience in Financial Services and has been at PenFed for 15 years. Nicole has been a leader in PenFed's Salesforce and digital banking transformation for the past 6 years, leading a high performing team focusing on data driven decision making and strategic solutions. Her team uses innovative thinking and collaboration with business stakeholders and developers to deliver simple, standardized and scalable solutions on the platform. In addition to her work in transformation, she runs the Business Intelligence and Analytics team for PenFed's Operations division, establishing the tools and framework for a data driven culture.

In her personal time, Nicole enjoys spending time with her husband, two boys and the puppy they added to their family in 2024. She volunteers as a baseball coach and on the Board of Directors for her local Little League. She loves breakfast foods and coffee.

Alfredo Rizzo | Global Leader, Solution Architects & Client Success | TTEC Digital

Alfredo Rizzo leads TTEC Digital's Solution Architects and Client Success divisions and is responsible for their portfolio of Managed Services offerings.

Within the Solution Architects team, Alfredo leads the strategic design and implementation of AI-infused CCaaS and CRM solutions to fuel exceptional customer experiences for our clients. The Managed Services portfolio that he oversees also covers an array of offerings. These include everything from tailored Success Plans designed to help clients seamlessly integrate cutting-edge CX technologies, to multi-platform, multi-cloud monitoring solutions that offer clients the assurance they need in the ever-evolving landscape of cloud-native SaaS solutions. And it's all powered by our 24/7 Global Center of Excellence.

With these people, processes, and technologies in place, Alfredo and his team are steadfast in ensuring CX success and excellence for every client.

Sue Hoatson |Executive Director of Digital Sales | TTEC Digital

Sue Hoatson is the Executive Director of Digital Sales and is responsible for being a strategic resource to existing and potential financial institution clients. Sue has been with TTEC Digital for 18 years and has been involved with working with credit unions for over 20 years.

Sue was instrumental in building a credit union practice and growing our credit union business to over 210 CUs. She has participated in countless CU meetings and conferences and is a well-known speaker and thought-leader related to working with communications strategies within the CU community.