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General Session / Thursday / September 1, 2022 / 1:45 PM

The Importance of Measuring What Matters

Elevating the importance of experience is part of branch transformational programs. The current environment has challenged the relevancy and value of retail banking channels leading to challenges in validating the ROI. However, delivering the right customer experience in the physical challenges is key through ROX metrics.


Stephen Griffin | SVP, Director of the Retail Distribution Planning Group | Regions Bank
Stephen Griffin is a Senior Vice President at Regions Bank and is the Director of the Retail Distribution Planning Group. He began his banking career in 1992 and has 30 years of retail banking experience. Stephen has worked in various roles including branch management, branch operations management, incentive management, data management, analytics, and reporting management, along with his current role of managing the retail network distribution and market plans for branches and ATMs, including De Novo expansion, rationalization and optimization, physical design, new branch technology, aligning with digital partners and physical site selection. Stephen is a 1992 graduate of The University of Alabama with a degree in Corporate Finance as well as a graduate of the CBA Graduate School of Retail Bank Management at the University of Virginia in 2004.
EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience
EJ Kritz is a seasoned strategist, trainer, and keynote speaker with extensive experience working for some of the finest brands in Financial Services, Retail, Call Center, Franchising, and Media. As the Executive Vice President of apc's Training, EJ supports banking organizations of all sizes to build and deliver world-class training solutions focused on such critical topics as Customer Experience, Leadership, Management, Needs-Based Sales, Employee Engagement, Problem Resolution, and more.
Sérgio Magalhães | Director of Branch of the Future Department | Millennium bcp
Sergio Magalhães has more than 20 years of experience leading development teams and IT Departments in MillenniumBCP, a multinational bank, based in Portugal which is leader in innovation and customer experience. Since 2015 he was the Head of the Branch of The Future Department that is responsible for Branch Transformation projects, connecting the physical and the digital worlds, delivering the best customer experience. He oversaw the development of a new customer-oriented branch concept, now present in more than 40 locations in Portugal and with innovation features available in all 500+ branches of Millennium bcp in Portugal. Recently he joined the Digital Transformation Office of MillenniumBCP.
Staci Shedd | Head of Customer Experience & WOW! Employee Engagement Strategy & Support | TD Bank
Staci Shedd is the Head of Customer Experience and WOW! Employee Engagement Strategy and Support at TD Bank. With over 25 years' experience in customer loyalty, performance metrics, and strategic business planning and execution, Staci drives Legendary experiences with the end goal to create FANs out of Customers and Employees. How could anything be more fun?

Jean-Pierre Lacroix | President | SLD
With over 30 years of industry experience, Jean-Pierre Lacroix has garnered a reputation as a visionary design thinker, strategist, author, and speaker. Through an unwavering focus on future-proofing brands, Jean-Pierre is driven to produce measurable results through strategic insights that help brands own the at-purchase moment. Since the opening of Shikatani Lacroix Design (SLD), Jean-Pierre has grown his company into one of the most respected multi-disciplinary strategic design agencies in the world. Along the way, he has served as a board member of numerous associations and councils, as well as authored four books: The Business of Graphic Design, Belonging Experiences, Desire by Design, Think: The Future of Retail Banking, and most recently, Think: Inspiring the Future of Retail.
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