Founder & CEO
TotalExpert
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 2012, Joe has led Total Expert’s vision, culture, and growth to more than 300 employees today. The company powers CRM, marketing, and customer engagement for more than 170 financial institutions—from leading community banks and credit unions to 15 of the top 25 U.S. banks and lenders. Total Expert’s growth has skyrocketed since its inception, being named the #1 CRM platform by STRATMOR Group and earning top spots on the Inc. 5000 and HousingWire Tech100.
As AI adoption accelerates, lenders face growing pressure to demonstrate tangible business value while managing compliance and reputational risk. This session focuses on how organizations are evaluating the ROI of AI investments, from cycle-time reduction and cost per loan to error rates, staffing efficiency, and borrower satisfaction. Panelists will share how they benchmark success, align AI initiatives with strategic goals, and assess vendor claims versus real-world outcomes. Attendees will walk away with a clearer framework for measuring performance, managing risk, and justifying continued AI investment.