From Firefighting to Forward-Thinking
How Heritage Federal Credit Union reduced service pressure, reclaimed frontline capacity, and created the foundation for proactive, higher-value member engagement—without adding headcount or sacrificing trust.
Webinar Details
- 60 minutes
- Case Study
Speakers
- Adam Goetzke, Director of Customer Experience, Heritage FCU
- Patrick Russell, Director of Impact & Voice Solutions, Glia
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Webinar
Breaking the Efficiency vs. Experience Trade-Off
Overview
How banks and credit unions reclaim capacity, preserve trust, and enable proactive engagement.
Reactive service models are limiting how banks and credit unions use their most valuable resource: their people.
Routine interactions continue to consume frontline capacity—driving up costs, increasing wait times, and leaving little room for proactive engagement or growth. Even investments in staffing, IVR, and digital tools often fail to deliver lasting relief.
In this session, Heritage FCU shares how it used banking-specific AI to safely automate routine interactions, streamline service delivery, and reclaim contact center capacity. By removing low-value work from frontline teams, Heritage FCU improved service levels and created space to move ahead of member needs—without adding headcount or compromising trust.
Routine interactions continue to consume frontline capacity—driving up costs, increasing wait times, and leaving little room for proactive engagement or growth. Even investments in staffing, IVR, and digital tools often fail to deliver lasting relief.
In this session, Heritage FCU shares how it used banking-specific AI to safely automate routine interactions, streamline service delivery, and reclaim contact center capacity. By removing low-value work from frontline teams, Heritage FCU improved service levels and created space to move ahead of member needs—without adding headcount or compromising trust.
Why Attend
If service pressure is limiting your institution’s ability to scale or engage members proactively, this session will help you:
- Understand why service pressure persists—even after adding staff or channels
- Learn how Heritage FCU safely reduced low-value call volume
- See how reclaimed capacity enables proactive, relationship-driven engagement
- Explore how to scale service without sacrificing experience, trust, or mission
Webinar
What This Webinar Will Cover
This thought leadership session explores how banks and credit unions are moving beyond constant reaction toward forward-thinking engagement.
You’ll learn:
- Why frontline teams remain overloaded despite investments in automation
- What interactions consume the majority of contact center capacity
- How Heritage FCU automated routine service without losing the personal touch
- How reclaimed capacity can be reinvested into lending support and proactive outreach
- Why creating capacity is a strategic leadership decision—not just an operational fix
Heritage FCU’s experience shows that efficiency and personal service don’t have to be trade-offs when AI is purpose-built for banking.
Who Should Attend
This session is designed for leaders responsible for balancing service quality, operational efficiency, and long-term growth—while maintaining trust and community connection.
Ideal attendees include:
- CEOs, COOs, CIOs, and CX leaders
- Heads of Operations and Service Strategy
- Contact Center and Member Experience Leaders
Whether you’re looking to grow your customer base or integrate Glia with your tech stack, we help you create connections that drive results.
Channel Partners
Lead your customers to the future-forward interaction platform they’ve been waiting for—with a partner that has your back at every step.
Integration Partners
Elevate your interactions without the heavy lift. Our pre-built integrations with leading tech partners let you drive instant value instead of adding extra work.
how it works
How Banks Use DCS
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Increase Digital Channel Efficiencies
Reduce friction and increase the effectiveness of customer interactions with visual context. Streamline communications across channels in a single engagement that improves clarity and lowers abandonments. Deliver a seamless blend of AI self-service and live online banking support for optimal efficiency.
Expand Revenue Opportunities
Increase conversions by guiding customers on screen to find and apply for products that meet their needs, including loans, credit cards, and more. Accelerate sales with visual context and CoBrowsing to help dot the i’s and cross the t’s.
Amplify Customer Satisfaction
According to Forrester, 84% of customers start their customer service journey online. Enabling valuable on-screen engagement builds deeper loyalty through personalized, meaningful support, when it is most needed.
Drive New Customer Acquisition
Financial institutions that use Glia typically experience up to a 72% increase in new account conversions. Helping customers at their point of need eliminates sticking points and meets increasingly high customer expectations.
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