Session Presenters
Justin Browning
Managing Vice President, Contact Center Operations
PSCU
John Findlay
CEO
LemonadeLXP
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About the presenter
Presented by
Justin Browning
Managing Vice President, Contact Center Operations
PSCU
Justin Browning is the managing vice president for PSCU Contact Center, overseeing the operations. He started with PSCU in 2002, and has 25 years in the financial contact center space.
Prior to PSCU, Mr. Browning held positions in workforce management and Quality Assurance for large financial Contact Centers.
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About the presenter
Presented by
John Findlay
CEO
LemonadeLXP
John Findlay is the CEO at Lemonade LXP. Mr. Findlay is an expert in digital engagement. In 1999, Mr. Findlay co-founded Launchfire, a game-based digital promotions company that worked with leading brands like Coca Cola, Time Warner and Costco to educate consumers and increase sales. In 2018, he co-founded LemonadeLXP, a digital growth platform for financial institutions and fintechs. LemonadeLXP leverages Launchfire’s deep set of best practices to help FIs and fintechs turn frontline staff into digital experts, support digital customers and grow their digital banking businesses.
Breakout 4: How PSCU Is Driving Digital Fluency Amongst Frontline Staff
Let’s face it – enabling frontline workers in the banking industry can be a challenge, especially when supporting a multitude of technologies, products and digital channels. In this session, PSCU shares insights on how it is overcoming this challenge by leveraging LemonadeLXPs digital growth platform to upskill its staff. We also share best practices for FIs that need to increase both staff and customer digital fluency and adoption.
