Amy Stevens

Senior Vice President, Member Experience GreenState Credit Union

Amy Stevens is the Senior Vice President of Member Experience at GreenState Credit Union, where she leads enterprise-wide strategies focused on contact center excellence, retail enablement, and personalized member journeys. With a passion for blending digital innovation with human connection, she champions data-driven service models, AI-enabled insights, and an approach that empowers teams to deliver meaningful experiences. Amy is known for building high-performing cultures, advancing modern MX practices, and helping organizations turn everyday interactions into lasting member relationships.

Day Two | Tuesday, 2 June, 2026

9:25 AM LEADERSHIP PANEL | Choosing the Right AI for the Right CX Problem - Strategic Deployment for Maximum Impact

With AI capabilities advancing faster than organizational readiness, senior CX leaders must make critical decisions about where automation belongs, where humans must remain central, and how both can work together to create meaningful value. This panel examines how financial institutions determine AI readiness, prioritize use cases, protect customer trust and ensure every investment delivers measurable improvements in experience, efficiency and competitive differentiation.

• Identify the CX journeys, functions and pain points most suitable for automation vs hybrid human-AI models

• Build evaluation frameworks that weigh efficiency gains, customer sentiment, regulatory risk and data sensitivity

• Determine ownership and cross-functional alignment for AI deployment in CX

• Measure ROI beyond cost savings, linking AI impact to margins, loyalty, retention and employee empowerment

Check out the incredible speaker line-up to see who will be joining Amy.

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