Social-First Finance: Where Brand Strategy Meets Customer Experience in the Age of AI
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Session time: 45 minutes
Social media has become one of the most powerful competitive levers in financial services, and the institutions treating it that way are driving business forward. Most social teams are being asked to do more than ever while navigating the same compliance constraints they always have. The teams doing it right have figured out that social is not just a marketing channel. It is where your brand reputation is won or lost in public, one interaction at a time.
Join us on Wednesday, May 27, 2026 at 10 a.m. CT for a 45-minute live conversation with two of the most forward-thinking financial institutions in the country—MSUFCU’s VP of Marketing and Comerica Bank’s Call Center Leader—as they share what it actually looks like to build a social program that works at every level of their financial services organization.
You’ll walk away with:
- The brand-CX link: how public and private interactions compound into institutional trust
- The data case: how to present social ROI in ways leadership acts on
- AI in practice: where it improves speed and efficiency without creating compliance risk
- Operational playbook: real workflows scaling social across your entire org
Presenters
Barbara Chung
Sprout Social
Barbara Chung is a Lead Solutions Engineer at Sprout Social with over a decade of experience across leading SaaS companies. She partners closely with financial services organizations to translate complex business needs into unified strategies that connect brand customer care and AI-powered social intelligence into a one high-impact operation.
Betsy Young
Betsy Young is Vice President of Marketing at MSU Federal Credit Union, where she leads growth strategy across a multi-brand portfolio, helping distinct brands grow while navigating the compliance demands of financial services. With a focus on social media strategy, influencer partnerships, and emerging AI discovery trends, Betsy helps turn social from a reactive channel into a proactive driver of growth, brand visibility, and member engagement.
Jacob Hyde
Jacob Hyde is a Call Center Leader at Comerica Bank where he leads a hybrid contact center team overseeing social media monitoring, secured customer email, and AI-powered care tools. His work sits at the intersection of compliance and real-time social response, offering firsthand perspective on modern FinServ customer engagement.
Josh Walden
Sprout Social
Josh is a Senior Account Executive at Sprout Social, where he focuses on helping financial services organizations extract smarter, faster business impact from social. With an extensive background in solution sales and a deep focus within FinServ, Josh helps banks and credit unions turn social into a competitive business advantage.
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