Horicon Bank has undergone a transformation driven by artificial intelligence, spearheaded by assistant vice president Chrissy Oelke. With a focus on better understanding and engaging customers with the products and services they need, Oelke led a team in implementing AI-powered customer intelligence across the company’s lending, retail, and commercial banking segments. This modernized sales and marketing efforts at the $1.5 billion-asset bank.
By utilizing machine learning tools, Horicon Bank was able to leverage customer data to manage accounts more effectively and meet regulatory requirements. By studying customer habits and finances, the AI technology enabled the bank to assess the most useful products and services for each individual client. This approach has resulted in a significant increase in the bank’s share of wallet among existing customers through the identification of cross-sell opportunities and the development of a consistent, automated onboarding process.
Initially deployed within the lending arm of the bank, AI technology drove an uptick in loan application volumes and funded loans. Oelke then expanded the use of AI to lead a complete customer engagement transformation across Horicon, extending the technology to the retail and commercial banking businesses. This initiative has provided the bank with a 360-degree view of its customers’ behaviors and activities across all business units.
Oelke is committed to developing her own knowledge and skills, as well as supporting her team and colleagues in their professional growth. She is also passionate about improving customer experience and engagement through AI-powered technologies. With over 27 years of experience at Horicon Bank, she has been instrumental in shaping strategic priorities for one of Wisconsin’s largest community lenders
