In this main stage session, presented by Glia's Lead Research Analyst Rick DeLisi, attendees will learn how to craft a playbook to tackle the most common issue types, comprising 70-80% of all your customer & member interactions. 

Included in the playbook exercise are tools to help financial institutions determine which interactions can be automated (using AI) and which require human assistance (augmented by AI). 

The goal? To enable attendees to proactively offer the most efficient and effective interaction type for each customer, each time they interact with you, based on their need(s). 

Joining Rick during the session will be the leadership team from Arkansas Federal Credit Union, who will share:

• The lightbulb moment that sparked the idea for a playbook.
• How they’re managing their member interactions more efficiently.
• How this evolving strategy is yielding results, with plans to accelerate.

Attendees will leave this session feeling empowered to manage interactions in a more unified way, creating greater efficiency and improved CX.