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Jake Fowler

Are You Optimizing In-Person Customer Experience for Growth and Efficiency?



Jim DeLapa, General Manager, Kiran Analytics, A Verint Company

Bob Meara, Senior Analyst, Celent

Luis Pardo, Sales & Service Support Manager, VP, Huntington National Bank



Most consumers interact with their bank in multiple channels so it is important to provide high CX in all channels and touchpoints. Even as transactions continue their migration to digital, banking customers in the US continue to value in-person engagement. Consumers don’t visit branches as often, but when they do, their experience is critically important. Optimizing those experiences should therefore be a high priority.

Is your bank delivering outstanding CX across all customer journeys in the branch – transactions, complex issue resolution, and advisory needs? Are your branches staffed with an engaged and productive branch workforce? How can you leverage your bank’s data to optimizing in-person customer experience? How can you leverage technology to improve the workforce’s experience, ultimately contributing to an optimized customer experience?



  • Why the in-person customer experience is so critical
  • The role of an engaged and productive workforce in customer experience
  • A practical framework for optimizing in-person CX
  • How data and analytics-driven solutions can help optimize in-person customer experience


  • -Learn about solutions banking transformation leaders are using to optimize in-person customer experience
  • -Learn about mapping specific solutions to CX objectives
  • -Gain insights from experts who work closely with banking executives 

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Jim DeLapa

General Manager, Kiran Analytics, A Verint Company

Jim DeLapa has lead Kiran Analytics for more than 12 years as President, CEO and now the General Manager as a business unit of Verint.  Kiran is the leading solution provider for workforce management solutions for retail banks.  Under his leadership, the company has grown from being a boutique consulting company to become an analytics and software leader with solutions deployed in more than 30,000 retail branches.  Prior to his role at Kiran Analytics, DeLapa was a founding investor and board member of Exametric Software.   

DeLapa earned his Business Degree from Michigan State University.

Bob Meara

Senior Analyst, Celent

Bob Meara is a senior analyst with Celent's banking practice and is based in Atlanta, Georgia. His research focuses on the branch and ATM delivery channels, omnichannel delivery and check and cash payment processing technologies. A well known authority on remote deposit capture, Bob has led multiple consulting engagements involving financial services hardware, software and the impact of self-service on branch banking.

Before joining Celent, Bob was the director of product marketing at Alogent. In this role, he positioned and launched a series of Check 21 payments solutions.

Prior to Alogent, Bob also held positions in marketing and brand management at BellSouth, Hayes Corporation, and Procter & Gamble in addition to being a commissioned naval officer.

Bob earned a Bachelor of Science in Applied Physics and Electrical Engineering from Case Western Reserve University.

Luis Pardo

Sales & Service Support Manager, VP, Huntington National Bank

As Sales & Service Support Manager for Huntington Bank, Luis Pardo has led Branch Workforce Management and Incentive Plan Design & Administration for the Branch and Business Banking segments.  He specializes in Branch and Business Banking strategy, support, leadership, and looking out for people!

Before joining Huntington, Luis served as the Strategic Reporting, Planning, and Analysis Manager and Retail District Manager for two of its predecessors, FirstMerit Bank and Citizens Republic Bank.

Luis earned a Bachelor of Business Administration in Finance from Wichita State University and a Master of Business Administration from Ferris State University.  He is also a member of the CBA Executive Banking School class of 2014.


02/20/2019 at 2:00 PM (EST)  |  Recorded On: 02/25/2019
02/20/2019 at 2:00 PM (EST)  |  Recorded On: 02/25/2019 Please click the button to the right to join the webinar.