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Jake Fowler

Aligning Retail Distribution, Technology, and Workforce


Randy Ross, Executive Vice President, Kiran Analytics
Tom McDermott, Co-Founder & Managing Partner, Inver Consulting Group


Everyone knows the consumer behaviors are changing. But most bankers struggle with aligning their three retail delivery resources (distribution network, technology, and workforce) in order to realize the full value of their branch transformation investments. Why? Because it’s not as easy as it sounds. It requires a holistic view of all the bank’s retail delivery assets, an analytics-driven decision making framework, consistent set of KPIs, a continuous process for performance improvement, and strong collaboration between executive management, retail delivery strategy, branch leadership, technology and operations.  


  • Effective utilization of branches and ATMs in the distribution network
  • Optimization of technology deployments
  • Alignment of  branch types and staff positions with market needs
  • Branch staff as digital and self-service ambassadors 
  • Benefits of aligning the three retail delivery resources


  • Learn about the common challenges with optimizing three major processes at the same time
  • Find out about the new performance indicators necessary for transformation success 
  • Gain insights from experts who work closely with banking executives, retail delivery strategists, and branch transformation leaders

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Randy Ross

Executive Vice President, Kiran Analytics, Inc.

Randy Ross leads global client management and business development for Kiran Analytics. His career has focused on delivering breakthrough results to financial services companies spanning the areas of payments, marketing services, operations, customer management, change management, workforce management, and technology. Leading the teams that deliver Kiran's predictive analytics driven branch transformation solutions, his central focus includes talent acquisition, workforce management, customer experience, and resource optimization.

Randy has been a frequent speaker in Retail Banking and Banking Analytics conferences.

Tom McDermott

Co-Founder & Managing Partner, Inver Consulting Group

Tom McDermott leads the advisory practices of Inver Consulting Group, a financial services consulting firm based in Atlanta, Georgia. He has over 25 years financial services experience in senior level roles with both large and small banks.  His early career roles focused on multi-dimensional profitability systems and analysis.  His senior management roles at Washington Mutual and Chase involved Corporate Planning, Network Strategy, and Market Leadership. His innovation leadership continued at SunTrust with initiatives such as Omni Channel banking, mobile deposits, digital sales, Image Enabled ATM’s, Video Teller “Teller Connect” and the Technology branch.  Tom also ran SunTrust’s Retail Sales function, developing a custom needs-based sales process.

Tom has been a frequent speaker at numerous Retail Banking conferences on Omni Channel Strategy and Network Optimization.

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