Frontline Excellence: CEO of the Customer Experience

Date:

Aug 21, 2025

Register

Front-line employees are the CEOs of the customer experience. Their every action and reaction significantly impact your brand’s reputation. However, do we train them to see themselves in this influential role, or do we perceive them only as tellers? This training is a must to take your customer experience from ordinary to extraordinary.

Agenda

August 21st, 2025 
2:30pm - 4:00pm EST

This session examines the crucial role front-line employees hold within your organization. We’ll challenge the traditional perception of front-line employees as only “tellers” and highlight their potential as brand ambassadors.

Learn practical methods for empowering front-line staff to embrace their role as a CEO, and how to recognize the impact of front-line actions and reactions on the reputation of the institution. We’ll also discuss an essential mindset: We exist to make our customers’ financial lives easier.

Topics

What You'll Learn

  • Front-line employees’ pivotal role in shaping the customer experience
  • Strategies for building confidence as a person of influence
  • Spotting opportunities and growing the relationship without sales
  • Applying this concept to the internal customer experience (our co-workers)
  • Understanding the elements of building professional maturity to be successful in your role

 

Speaker(s)

Vicki Kraai
InterAction Training

Vicki Kraai is CEO of InterAction Training, a company passionate about professional development training and education.

Vicki’s 25+ years of community bank experience started at the family bank in rural Nebraska, where she served as a bank teller and eventually became CEO. She built credit card lending experience as a member of the management team that launched the Cabela’s credit card program. She has a passion for helping people succeed in the financial services industry. Bankers value Vicki’s highly engaging “been there, done that” approach to all facets of her training and speaking engagements.

Vicki shares her expertise and experience as a faculty member for State Bank Association Schools and the Graduate School of Banking in Madison, WI.

 

 

Additional Information

Topics:

  • Customer Service
  • Human Resources
  • Management/Employee Development
  • Sales
  • Teller

 

Who Should Attend?

This session is ideal for front-line staff, tellers, customer service representatives, teller supervisors, branch managers, trainers, and anyone responsible for the customer experience or managing and training those employees.

Fees

Live Webinar - $299.00

  • Live Access 
  • 30 Days OnDemand Playback 
  • Presenter Materials and Handouts

 

Available Upgrades

  • 12 Months OnDemand Playback - $120.00
  • 12 Months OnDemand Playback + Digital Download - $150.00
  • Additional Live Access - $125.00 per person

 

**100% surcharge applied to non-members.

Association Contact

Katie Yates
Education Coordinator
o: 317-387-9380
d: 317-333-7162
kyates@indiana.bank