Fragmented information across member and employee channels was creating inconsistent service experiences. With only 9% of branch interactions scheduled in advance, staffing remained reactive and high-value conversations difficult to plan.

See what’s inside:

• How a centralized and governed knowledge foundation unified member and employee content across digital and branch channels
• How Appointment Scheduling gave branch managers visibility into member demand, enabling more proactive staffing for high-value conversations
• How governed content already in place allowed iTHINK Financial to confidently launch Engageware’s Virtual Assistant in 2024