Detailed Program Information

Networking Breakfast – 8am – Sponsored by Glia
Enjoy a continental breakfast, meet new people and build community.

Welcome – 8:30am

Glia Demo: Digital Member Service for Credit Unions – 8:35am
Glia provides Digital Member Service technology that is reinventing how credit unions support members online. Glia’s solution enriches customer touchpoints on the web, mobile, or phone calls with communication choices (from messaging to video chat), on-screen collaboration, and AI-enabled personalized experiences. Over 150 Credit Unions use Glia today to quickly maximize member satisfaction, decrease handle times, and improve conversions.

In this demo, session attendees will learn how Glia’s Digital Member Service platform can improve member acquisition efforts and enhance the member experience. Learn how to exceed the expectations of your members by breaking down the walls of traditional member support by combining all communications means into one unified, digital member service experience that starts wherever the member is and is always on-screen.

Opening Keynote – 9am – Dennis McIntee

Networking Break with Exhibitors – 10am
Network with industry resource experts specific to your call center needs while refreshing your morning caffeine beverage.

General Session  – 10:30am – Glia

Stretch Break – 11am

General Session: Can Artificial Intelligence Help Bridge the Staffing Shortage Gap? – 11:15am – Revation Systems
Credit union employees are now serving more members than ever before, according to the Bureau of Labor Statistics. And it’s no secret that today’s consumers have a strong preference for utilizing digital channels whenever possible in seeking help from their credit union.

Though most credit unions adopted new technology over the last two years due to the COVID-19 pandemic, they now face a new challenge: staffing shortages. As members utilize digital tools rather than direct branch support, call volume increases, as well as the workload of limited staff. Credit unions can meet and exceed member expectations by offering self-service channels with a few changes to workflows and processes.

In this session, we’ll walk step-by-step through the journey of transitioning to a member-focused digital customer service platform with AI technology. Attendees will learn more about how AI can increase efficiency while providing enhanced member service, even despite the current staffing challenges.

Premiere Sponsor Demo – 11:45am – Revation Systems

Networking Lunch – Noon – Sponsored by Revation Systems
Ignite conversation with new found friends. Compare notes from the first three sessions.

General Session – 1pm – Vonage

Premiere Sponsor Demo – 1:30pm – Vonage

Stretch Break – 1:45pm

General Session – 2pm – InVision

Networking Break – 2:30pm
Grab a beverage and snack while visiting with our exhibitors.

Breakout Sessions – 3pm – Avtex, Nuance, & PSCU

  • How Can Workforce Engagement Management (WEM) Work for You?
    Presented by John Watkinson, Avtex’s Principal of Sales Engineering
    This 30-minute session will discuss how WEM can optimize your contact center and agent experience. We will hit some high points on Workforce Management, Quality, and Gamification.
  • How to Successfully Blend the Member Experience with Strong Authentication & Fraud Prevention
    Presented by Amy Travers, Regional Vice President of NA Security and Biometric Specialist with Nuance Communications
    In the conversation with Affinity Federal Credit Union, Bryan Watkinson shared how he’s successfully introduced strong authentication and fraud prevention without impacting the member experience. In this session we’ll discuss specific challenges, industry best practices, and credit unions successfully marrying the three.

We will share additional breakout session descriptions as they are finalized. 

Transition Break – 3:30pm

Round Table Discussions – 3:45pm
It’s here! Time to share best practices happening in your call center with your peers.  Our roundtables topics will be pulled from the community conversations.

Topgolf Birdie Bar & Lounge – 5:30pm
4627 Koval Lane, Las Vegas, NV 89109
This fun networking event includes a barbeque dinner and fun golf games for all skill levels.

Discover more of Las Vegas on your own – 7:30pm

See you tomorrow!

A Special Thank You to Our Sponsors