Financial mergers are complex undertakings with major legal, operational and customer impacts. While most focus goes to integration and operations, customer experience is often pushed to lower cost channels, such as AI agents and FAQs. This can create retention risk because 20% of customers will leave within three months of a merger for any friction.

In this panel, leaders will share how they improved post-merger retention by investing in and empowering human agents during times of uncertainty.

Key focus areas include:

• Measuring and addressing early warning signals (complaints, call drivers, digital drop offs) in real time so issues are fixed before they trigger large scale attrition.
• Shifting members to higher value communication channels by assigning reps (not chatbots), who can provide personalized advice while building trust.
• Aligning customer experience with infrastructure development timelines so the customer teams are ready when brands are merged to avoid customer confusion.