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With 240,000+ members and 22 locations, Jovia Financial Credit Union faced the complex challenge of evolving their member service technology while maintaining operational excellence. Their systematic implementation of digital and voice solutions offers a masterclass in digital transformation strategy that financial institutions of any size can learn from.
Join us on June 18th as Eric Oterson, SVP of Service and Sales at Jovia Financial—New York's 8th largest credit union—reveals their implementation roadmap from digital engagement to voice and phone AI solutions. Eric will discuss their implementation approach, internal preparation processes, staff training strategies, and how they navigated change management across their organization. You'll hear practical insights about critical success factors that made their implementation remarkably smooth.
Beyond the impressive metrics (Glia’s phone virtual assistant saved their contact center reps significant time in one month), this session focuses on the strategy behind Jovia's success. Eric will share specific strategies they used to ensure adoption across departments, techniques for getting leadership buy-in for technology expansion, and practical lessons learned throughout their digital transformation journey. Rick DeLisi will guide this conversation to ensure you receive actionable implementation intelligence applicable to your institution.
Whether you're currently using digital engagement tools and considering expansion or exploring a comprehensive CX transformation, this webinar provides invaluable insights from one of the nation's top credit unions. Learn how Jovia's methodical implementation approach delivered both member satisfaction improvements and operational efficiency, creating a blueprint you can adapt for your organization.
Session Details:
June 18, 2025
2:00 p.m. ET
Can't attend the webinar? Register anyway and we'll send you the recording.
