In an era of digital banking, "good enough" service is a risk to your growth.
This session breaks down the strategic shift from basic transactions to hyper-personalized member experience (MX).
Featuring Atif Munir and Nicole LaCamp of PenFed, we explore a proven framework for integrating AI and cloud technology to eliminate friction, empower MSRs, and secure a lasting competitive advantage.
Member expectations are changing fast, and the gap between what credit unions promise and what members experience is getting harder to ignore. Digital convenience, personalization, and continuity across channels are no longer optional—they’re the baseline.
In this webinar, leaders from PenFed Credit Union and TTEC Digital break down what it actually takes to modernize the contact center without compromising trust, compliance, or operational stability. Drawing on PenFed’s real-world migration from on‑prem to cloud, the discussion focuses on platform selection, deep system integration, and where AI delivers value versus risk.
You’ll hear how PenFed evaluated CCaaS providers, why Genesys Cloud rose to the top, and how Salesforce functions as both a system of engagement and a digital banking layer. The panel also explores practical AI use cases—call summarization, agent assist, analytics, and quality management—through a deliberate human‑in‑the‑loop approach designed for regulated environments.
This session is intended for credit union executives, CX leaders, and IT teams looking for practical guidance on modernizing member experience with clarity and control.
