Panel Discussion: Digital CX priorities for Credit Unions in 2020

43% of members prefer to connect with their credit union through mobile live chat – an 8% increase from last year. In an increasingly digital market, their success at reaching their members quickly and conveniently can vary.

Join us for a lively panel discussion with City & County Credit Union, and Teachers Credit Union about how they leverage live chat in their digital CX strategy, and how they plan on using chatbots in 2020.

Watch the highlights reel to learn:

  • The key digital engagement channels and what they’re best for
  • Proven strategies for live chat, and how to make it work for both your members and your agents
  • How to build a business plan for the move to digital in 2020
  • 5 key factors for omnichannel CX success

You can also watch the full recording by clicking the button on the left below the video, and download the slide deck on the right.


Kristi Arndt, Call Centre Manager, City & County Credit Union
Bri Carruthers Nelson, Member Connections Manager, City & County Credit Union
Jennifer Sebring, Business Systems Analyst, Teachers Credit Union


Matt Kinney, CEO, Atando Technologies

Matt has over 20 years experience working in digital technologies at big banks (Bank of America, TD Bank, Wells Fargo, Ally Bank) and the IBM Watson Financial Services team.

Matt started Atando Technologies primarily to take what he’d learned and apply it in the credit union space to help them solve those same complex business problems and deliver for their members. He works with credit unions now to identify the best achievable use cases where they can apply Live Agent Chat, Conversational AI, RPA, and advanced analytics.

Jeff Epstein, VP Marketing, Comm100

Jeff is Comm100’s VP Product Marketing and Communications. He’s a B2B marketer with 20+ years’ experience creating compelling messaging and content for sales enablement and demand generation.

He holds a BA from the University of Waterloo and an MBA from Thunderbird, the American Graduate School of International Management. Having held roles with companies including IBM, General Motors, and Comm100, Jeff knows how to connect solutions to buyers.

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