BankUnited | Simplifying the customer experience

By Jeiner Morales
BankUnited
SVP, Director of Data Analytics & Business Systems
12/02/2025

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Discover how BankUnited, a bank serving Florida, the New York metro area, and Dallas, revolutionized its contact center operations in partnership with Talkdesk.

Join this fireside chat to learn about their strategies, including how redesigning the customer journey and integrating AI drove significant efficiency gains in interaction routing. Learn how this transformation led to meaningful performance improvements, including reduced customer abandonment rates, higher NPS and CSAT scores, and increased containment rates within the IVR system.

Attendees will learn:

How rethinking the customer journey, from first contact to resolution, unlocked clearer paths for AI to automate and streamline service.
The role of intelligent routing and predictive insights in reducing friction and improving CX performance.
Practical lessons from BankUnited’s transformation that other organizations can apply when modernizing legacy contact centers and scaling AI responsibly.