Operationalizing Empathy in Your Financial Institution

While the market has started to make a comeback, many consumers are still experiencing financial hardship. Now more than ever, it’s critical to express empathy in every communication and understand where you customer is in their stage of life. Joe Welu and Sue Woodard discuss how to operationalize empathy, and do so at scale.

Hosted By

Joe Welu
Founder & CEO

Joe Welu is the founder and CEO of Total Expert, the fintech software leader that launched the first customer experience platform purpose-built for modern financial institutions. Since 2015, Joe has led Total Expert’s vision, culture, and growth to nearly 300 employees today. The company powers CRM, marketing, and customer engagement for more than 150 companies—from leading community banks and credit unions, to 3 of the nation’s top 10 banks, and 9 of the top 15 mortgage lenders. Total Expert’s growth has skyrocketed since its inception; in 2020 alone, it ranked No. 17 in the Inc. 5000 Most Successful Companies in the Midwest, No. 3 in the Minneapolis/St. Paul Business Journal’s 2020 Fast 50, and No. 82 in the Deloitte Tech Fast 500.