CBA Webinars

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Jake Fowler

Drive Branch Success via Integrated Appointments

Recorded On: 03/04/2020



Peter Daugherty – Solution Consultant, Financial Services
Ron Wellman – Industry Principal and Marketing Director


In today’s rapidly changing branch environment, banks continue to wrestle with transforming the branch experience. It is a challenge to ensure you are meeting your customers near and long term expectations, while  balancing that with meeting your revenue goals and expense targets. The continuing pressure on branch staff levels due to falling transaction counts, combined with the customer expectations for service, creates the need for banks to explore and implement cost-effective technology solutions. 

Appointment booking, is one area of focus for many banks. In our discussion, we will explore how banks can leverage a fully integrated appointment booking strategy, can drive an improved customer experience, while helping meet the expense and revenue goals of the bank.


  1. Traditional appointment setting challenges
  2. The benefits of a fully integrated appointment-setting solution
  3. How integrated appointments drive sales and higher NPS scores


  1. How appointment setting supports branch optimization strategies
  2. The key integration details required to create the optimal branch experience
  3. The crucial technology needed to get the process right

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Peter Daugherty

Solutions Consultant, Financial Services, Reflexis

Pete is the Solutions Consultant, for Financial Services at Reflexis Inc.  He has over 20 years of retail banking experience in branch, contact center, and corporate roles, including as the retail executive for a multi-state branch network.  Pete has spent the last 3 years helping banks transform their workforce, as customer transaction habits and in branch expectations continue to evolve.

Pete has a BA in History from St Johns University (Collegeville, MN), with an economics and business focus.

Ron Wellman

Industry Principal and Marketing Director, Reflexis

Ron is the Banking Industry Principal and Marketing Director for Reflexis, overseeing the company’s efforts to grow the banking vertical. He has more than 24 years of experience in banking and developing bank software solutions. Before joining Reflexis, Ron was a senior director for Pegasystems, and served in multiple executive roles at Citizens Bank, Bank of America and Fleet Bank. 

Ron has an MBA from Bentley University, with concentrations in technology and operations. He also holds dual undergraduate degrees in economics and political science from Bucknell University. He earned an executive certificate in strategy and innovation from MIT, and a graduate certificate in retail bank management from the Consumer Bankers Association, completed at the University of Virginia.


03/04/2020 at 2:00 PM (EST)   |  60 minutes
03/04/2020 at 2:00 PM (EST)   |  60 minutes