BCX Summit / Tuesday / September 10, 2024 / 11:30 AM

Ideas and Innovation for a Better Retail Banking Experience

Retail banking is in a flux state, as some banks have cut back on branches, while others are expanding branch presence. Meanwhile, there is a major push to transform branches from transactional spaces to ones that primarily offer financial advice. But how can banks create these new and improved retail banking spaces?

Panelists will share insight into practical ideas that can deliver innovative experiences.


PANELISTS

Michelle Kile | Vice President, Branch Services | DCU - Digital Federal Credit Union
Michelle Kile is a seasoned, forward-thinking, and strategic retail banking executive with nearly twenty years of experience working for national, super-regional, regional, mutually chartered financial institutions and credit unions. She has held a variety of positions including Vice President of Branch Services, Senior Vice President of Retail Banking, Senior Vice President Market Manager, Vice President Senior District Executive, Vice President Regional Sales Manager, and Vice President Regional Relationship Manager. In her current role as Vice President of Branch Services, Michelle oversees teams responsible for the branch network, branch operations, branch policies and procedures management, member resolution, member service excellence, branch training and development, branch reporting, branch strategy including branch optimization and expansion, and branch design. She brings a vast, firsthand knowledge of retail banking trends and is very passionate about ensuring a consistent, seamless employee and member experience.
Prakash Paudel | Head of Transaction Banking Sales & Business | Global IME Bank
Prakash Paudel currently serves as the Head of Transaction Banking Sales and Business at Global IME Bank. With an extensive 15 years career at banking sector, he has honed his expertise primarily in the domains of Digital Banking and Digital Payments. Additionally, he analyzes market trends, identifys customer needs, and collaborates with cross-functional teams to develop and implement innovative digital payment solutions to enhance the customer experience on digital payments and toward services of the Bank.
Vikas Srivastava | Vice President Design Lead | Fifth Third Bank
Vikas Srivastava’s understanding of banking centers is a unique, yet serendipitous journey. While obtaining a business degree, he took a part time job as a teller at a bank and over time, worked his way up to management. Eventually, he left to pursue a degree and career in design. Fast forward many years and positions later, he finds his way back to the branches, but this time designing the same (not quite!) spaces he had spent so much time in! He has learned best practices in both banking and design and has worked with top financial institutions and retailers to elevate their brand presence and customer experience. As Design Lead for Fifth Third, Vikas works with top Architectural, Design & Engineering firms to create spaces that can influence individuals and allow them to prosper.
Marsha Womack | First Vice President, Director of Retail Banking | Citizens Trust Bank
Marsha C. Womack joined the Citizens Trust Bank family in May 2017 as Vice President of the Alabama Division of the Commercial Banking Team. Ms. Womack brings over twenty years of experience in managing sales, business development, retail banking leadership and commercial lending strategies to the CTB Team. Marsha was promoted to First Vice President, Director of Retail Banking for Citizens Trust in February of 2021. In this role, Marsha manages the planning, development, implementation, production and administration of all phases of Retail Banking, which include service, sales and the financial center network. A native of Mobile, AL, Ms. Womack received her Bachelor of Science from the University of Alabama at Birmingham.
MODERATOR

Declan McCormack | Client Leader | BDHP
Declan McCormack, RDI, has more than 30 years of retail expertise, including branding, strategy, design, and implementation. Starting his career in London, he has managed projects internationally and worked with global brands. He is passionate about all things retail and serves as the primary client contact and team leader for BHDP’s Retail and Retail Banking groups. As a Retail Design Institute Chairperson of the Ohio Chapter, Declan shares his passion for the industry with other design professionals, retailers, and bankers.
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