Driving agility in your branch workforce and communications during a crisis

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The COVID-19 pandemic has presented financial services leaders with many challenges, including how best to deploy branch resources to serve and safeguard customers and employees.

Additionally, customer needs are evolving rapidly as the CARES Act rolls out. Unfortunately, traditional methods for communicating with branch staff about these changes are manual and inefficient.

Brian Wallace, General Manager of Banking at Reflexis, shares insights on how you can successfully adapt your branch execution in the midst of the crisis to engage employees and deliver a strong customer experience, including helpful technology solutions.

As part of the discussion, Holly Hughes, CMO at BAI, shares best practices on motivating and communicating with employees during this challenging time.


Brian Wallace, General Manager of Banking, Reflexis

Brian Wallace serves as the General Manager of Banking at Reflexis. He has 20+ years’ experience developing and executing operational strategy and technology solutions across both retail and banking. Brian founded the Branch Workforce Planning team at JPMorgan Chase, transforming their capabilities to deliver improved scheduling practices, regulatory compliance, wait times, and customer satisfaction. While at The Home Depot, Brian was responsible for over $250MM of cost savings through driving efficiencies across store operations, supply chain, and merchandising.

Holly Hughes, Chief Marketing Officer, BAI

Holly is responsible for leading BAI’s strategic marketing planning and execution for the BAI brand, lines of business and membership. Holly joined BAI in 2014 with over 20 years of marketing experience in multiple industries, helping organizations build their brand and achieve financial success. She has proven success in building brands, driving revenue, leading advertising, guiding social media, managing public relations and creating integrated communication programs.