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Breakout Session / Thursday / September 1, 2022 / 11:45 AM

Delivering an Effective Omnichannel Experience To Boost the Customer’s Experience

Delivering an omnichannel experience is highly important, but many financial institutions struggle with it. Customers want the same quality of experience as they move from one platform to another, and if they don’t get it, they will take their business elsewhere.

Panelists will address how FIs can successfully implement omnichannel experiences that keep up this same standard of experience by finding the right mixture of tools and expertise.


Michelle Kile | Senior Vice President Retail Banking | bankHometown
Michelle Kile started her banking career over fifteen years ago as an assistant branch manager. Throughout her career, Michelle has worked for national, regional, and mutual banks in the northeast. She brings experiences from her positions as branch manager, Regional Sales Manager, Bank at Work Relationship Manager, District Executive, Market Manager, and head of Retail Banking. Michelle had the pleasure of helping build two new divisions within the retail bank, Bank at Work and Universities, which has greatly shaped her views on the journey and evolution of retail banking. In her current role as Senior Vice President Retail Banking, Michelle is responsible for the planning, organization, and direction of Retail Banking and Branch Administration, including business development and sales. Using her expertise in both internal and external sales activities, she has helped build, implement, and execute a customer-centric retail sales and service program for the retail division.
Brian McEvoy | SVP Retail Banking | Webster Five
Brian McEvoy joined Webster Five in Central Massachusetts in June of 2020. In his role leading the Retail Banking group, Brian is responsible for the design and execution of the bank’s retail growth strategy, with a focus on branch transformation, sales and service culture, and omni channel delivery. Brian’s scope includes Branch Administration, the bank’s Contact Center, digital channels and products, enterprise marketing, and W5 Investment Services. Brian is a veteran New England banker, starting his career with Fleet Bank in 1996. He also spent several years in the mid-Atlantic with TD and in the Southeast with Synovus. His banking career has been spent exclusively in the Retail arena; however, Brian has led such diverse functions as direct branch management, distribution strategy, workforce management, process optimization, and branch experience design.
Ashley Ross | Client Experience & Retail Client Solutions | Bank of America
Ashley Ross is the Client Experience and Retail Client Solutions executive for Bank of America. In this role, she is responsible for the overall client experience strategy across Consumer & Small Business and also for driving solutions for Retail clients. Her organization manages client feedback from Bank of America’s 80 million clients, shares real-time client feedback with 50,000 users including front line teammates and Senior Leaders, and leverages client insights to drive solutions. Additionally, Ashley’s specialized Client Care Servicing teams provide real-time support to clients and conduct root cause analysis on client feedback in order to drive ongoing client experience improvements. During her 18 years with Bank of America, Ashley has held various executive roles in Consumer & Small Business. Most recently, Ashley served as the Consumer & Small Business Controls executive ensuring adherence to standards for risk and controls, issues and change management, business continuity and recovery planning.

Tom Malta | IAM Expert, Financial Services | Okta
Tom Malta is currently CEO and Principal at IAM Experts, LLC which is a boutique cyber security startup focused on helping international clients with IAM design, strategic advisory, and execution. One of Tom’s current client’s is Okta, where he is currently helping to build out their GTM strategy specific to the FS vertical. Before IAM Experts, he held numerous executive leadership positions in cyber security – most recently as the former Global Head of IAM at Navy Federal Credit Union where he was responsible for design, development, and execution of build/buy solutions supporting both internal personnel (WIAM) and NFCU’s 12MM+ customers (CIAM). As a recognized Subject Matter Expert in IAM and a recent winner of the 2021 IAM Evangelist of the Year award, Tom spends a lot of his time giving back to the industry through board representations, speaking engagements, and contributing to research papers.
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