CBA Webinars

CBA Team Contact

Jake Fowler

Successfully Managing Customer Engagement During a Digital Banking Conversion

Recorded On: 09/17/2020



Terri Panhans, VP Sales, Contact Center Solutions, Harland Clarke

Barry Mokate, Director DigitalCX, Harland Clarke


COVID-19 has accelerated a shift to digital by catapulting consumer adoption and usage. For organizations that were unprepared, new business opportunities were lost, and customer satisfaction and employee performance suffered. Adopting digital banking processes is now more than a cost-cutting initiative, it’s about building a resilient, innovative business. 

Implementing a proactive communication strategy for a digital banking conversion supports a quality customer experience as well as bottom-line growth. The continuity achieved through proactive communication results in:

  • Reduced attrition
  • Longer, deeper customer relationships
  • Improved buying propensity and future share of wallet
  • Increased business referrals and customer base


  • Identify a digital conversion plan that works for your institution.
  • Learn best practices for delivering an optimal conversion experience.
  • Explore the benefits of third-party outsourcing support.

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Terri Panhans

Vice President, Contact Center Solutions, Harland Clarke

Terri Panhans is the Vice President, Contact Center Solutions for Harland Clarke. She manages all aspects of the contact center solutions programs that are supported by Harland Clarke. In her role, Terri is continually focused on helping clients connect with their customers how, when, and where it matters throughout the entire relationship.  She and her team achieve this by developing and deploying solutions that create meaningful engagements to assist clients in their acquisition, growth, and retention efforts.  

Terri began her career at Harland Clarke in 1993 as a Regional Call Center Manager in Dallas, Texas. She has held the positions of Servicing Project Manager; Regional Call Center Manager in Charlotte, NC; Director of Servicing for National Accounts; Executive Director Contact Center Solutions; Assistant Vice President of Sales & Marketing; and Vice President of Channel Development.  She was appointed to her current position in February 2012. 

Terri earned her bachelor’s degree in Business Administration from Texas A&M University in 1982. She also attended the Darden Graduate School of Business Administration in 2002.

Barry Mokate

Director DigitalCX, Harland Clarke

Barry Mokate is an Engagement Manager with Harland Clarke’s Conversion CX team. In this role, Barry leads a team in developing, implementing, and executing complex bank conversion projects.  Barry joined Harland Clarke in 2018 and has managed multiple projects, including multi-wave systems migrations and bank mergers.

Barry has over 30 years of banking experience, with more than 25 in treasury management and has a thorough understanding of financial institutions’ needs, expectations, and challenges in interacting with corporate clients in this space. 

Between 2009 and 2018, he was with Citibank, where he managed the Treasury & Trade Services (TTS) International Platinum Client Service Team for several years before moving to a position as a Senior Global Business Risk Officer.  In this capacity, Barry managed the development and global implementation of the organization’s TTS Manager’s Control Assessment (MCA) program and was responsible for supporting day-day business execution needs related to the TTS Operational Risk and Controls environment.

Barry was the Midwest Large Corporate Client Service Regional Manager for Bank of America from 2008 to 2009.  Prior to this, Barry was the Regional Head of Differentiated Client Service for ABN AMRO/LaSalle Bank in Chicago for nearly a decade.  Here he designed and implemented the key client service strategy to increase client satisfaction and loyalty amongst the top-tier clients in domestic and international treasury and trade functions.

Barry received his MBA in Finance from the Loyola University’s Quinlan School of Business in Chicago.  He has earned the Accredited ACH Professional (AAP) designation, from NACHA and was recognized as a Permanent Certified Cash Manager (subsequently rebranded as Certified Treasury Professional - CTP), by the Association for Financial Professionals (AFP).


09/17/2020 at 2:00 PM (EDT)  |  Recorded On: 09/17/2020
09/17/2020 at 2:00 PM (EDT)  |  Recorded On: 09/17/2020