Future Branches 2017

December 04-December 06, 2017

Hyatt Regency Austin, TX

1 (888) 482.6012

Day Two: People and Technology: Using Your Best Assets to Perfect Branch Strategy

For All Attendees

8:00 AM - 8:55 AM Continental Breakfast & Registration In The Innovation Center

Invitation Only

8:00 AM - 8:55 AM Women in Branches Networking Breakfast

An opportunity for the powerhouse female executives who oversee branch strategy at their respective organizations to come together and network over common goals and challenges!

Elizabeth Robillard

Event Director
Future Branches

9:00 AM - 9:15 AM Chairperson’s Opening Address

Jeffrey Baker, President, CCO, Image4

Jeffrey Baker

President, CCO

9:15 AM - 9:40 AM Keynote: Finding the Optimal Blend of Your People and In-Branch Technology to Perfect Strategy

Dena Roten, Managing Director, Retail Banking, Citibank
Once a financial institutions mix of branches has been put into place (which will continually change as the market changes) banks and credit unions must focus on perfecting their in-branch strategy. The best way to do this is look closely at people and technology. A new staffing model must be put into place to meet the changing needs of today’s customer. New employees with an updated skillset must be hired and old employees must either be re-trained or let go. And the technology being implemented in branch needs to be updated as well. Not just the customer facing technology (ATM’s, tablets, video conferencing, digital signage) but also the back office technology that tellers are using to get their work done and streamline their interactions with customers. While the easier transactions can and should be done digitally or via an automated platform and there can be some digital visual elements to engage customers, there needs to be personable staff in-store that will be able to help people who need it and establish a sense of community. During this session, join Dena Roten of Citibank as she walks us through how her company has worked to find the optimal blend of people and in-branch technology to further their branch strategy

Dena Roten

Managing Director, Retail Banking

9:40 AM - 10:05 AM Fireside Chat: Using Customer Data To Drive Decisions

Daniel Hoke, Senior Vice President, Strategic Planning Manager, Community Banking & Branch Delivery, US Bank
The focus of branch strategy needs to be on today’s banking customer. Any move you make, should be determined by how the customer chooses to use your brick and mortar facilities. How can you come to better understand your customer and what they want in order to provide them with the best in branch experience possible.
Join this fireside chat with Dan Hoke of US Bank as he discusses:
•Aggregating all of the data you have collected from surveys, social media, complaints, etc
•Studying trends in how your customer reacts with you
•Finding touch points that cause extra effort for the customer
•Putting together an action plan or road map to address top issues

Daniel Hoke

Senior Vice President, Strategic Planning Manager, Community Banking & Branch Delivery
US Bank

10:05 AM - NaN:NaN AM Case Study REMIX: ATM, ITM, 3D Tellers, Oh My! Picking the Right Automation to Fit Your Branch

Andres Cueto, SVP, Director of ATM Channel and Branch Strategy & Design, BBVA Compass
Automation is the key to the branch of the future. While ATM’s are one facet of that, given that automate easier transactions, there are other more advanced forms of automation that many financial companies are starting to use, like ITM technology and self-service kiosks that don’t have any employees at them at all. How do you decide what mode of automation your customer needs/wants? Join this session to hear how Andres Cueto is approaching this dilemma and how BBVA is going after this challenge. He will discuss

Andres Cueto

SVP, Director of ATM Channel and Branch Strategy & Design
BBVA Compass

10:40 AM - 11:20 AM Morning Networking Break In The Innovation Center

11:20 AM - 11:40 AM Why Your Branch Network Will Grow, Not Shrink

Arthur Gilmore, President & CEO, Gilmore Group
The creation of a new ‘Customer Journey’ at the branch to better serve its customers is being developed through new support components: ITMs, teller pods, tele-presence, dens, and digi-bars, etc., and the digitalization of communications. This is leading the way for digital transformation across the industry. In the near future, new branch designs and specific functioning formats with much smaller footprints and lower operating costs will enable banks to rightsize their physical networks and surpass customer expectations. In the far future, banks will need to assimilate into the Shared Economy to respond to higher customer expectations while still reducing costs. Join Arthur Gilmore of the Gilmore Group for this forward looking session as he walks us through what that future will look like.

Arthur Gilmore

President & CEO
Gilmore Group

11:40 AM - 12:05 PM Fire-side Chat: What’s Your Game Plan With FinTech: Do You Fight, Adapt or License?

Carson L'Appetito, Chief Operating Officer, SunWest Bank
It seems like every month there is a new technology, service or start-up coming out of Silicon Valley, aimed at refocusing and retooling the banking industry. As an established financial institution, do you fear these companies or look for ways to partner with them? During this session, Carson L’Appetito will walk us through some of the ways he has decided to embrace this new technology, both in branch and across the rest of the business. He will discuss:
•Learn how to map and measure upcoming financial startups for success
•Decipher which startups might be worth working with
•Think about what they are providing to your customer and working WITH them instead of against them might benefit you
•Share some real life examples of how he has accomplished this at SunWest

Carson L'Appetito

Chief Operating Officer
SunWest Bank
While making updates to your branch staff and technology is paramount to the continued success of your branch, you can’t forget to update your customers on the things you have changed. They might not understand some of the changes you’ve made and need new technology to be explained to them. How are you going to help them through this transition? Join our panel of experts who are going to talk us through what this transition has looked like at their respective institutions. They will be discussing:
•Establishing a plan to make sure your customer is aware of what has changed.
•Making all of their regular transactions run flawlessly so they don’t think your new systems/structure are a burden
•Having a staff member in your lobby around to explain new processes to people and having remaining tellers explain to customers wanting to deposit checks or take out cash in line that its much easier to do these at an ATM and show them how
•Just generally making things more customer friendly-extending hours, including lots digital signage around the branch that explains new procedures and perhaps overstaffing at first with people around to help with this education

Randy Bresee

Vice President of Member Experience
Rivermark Community Credit Union

Chuck Frederick

Director of Retail and Small Business Banking
Midland States Bank

Billie Jo Cardenas

Vice President of Retail & Marketing
USE Credit Union

Elizabeth Zilis

Assistant Vice President Relationship Banking Support Manager
Countryside Bank

12:45 PM - NaN:NaN AM Rapid Fire Branch Technology Demos

Financial services companies are hungry for information about new in-branch. They want to know what companies are out there and how they are helping financial institutions completely revolutionize their branch strategy. This is your opportunity to pitch your product in front of the individuals who are using, or planning on using your technology in the next 6-12 months. Each company will have ten minutes to share what it is they do (whether through a demo or a pitch) and wow the audience with the future of branch tech. The audience will be asked to choose which technology they find the most useful!

1. CRMNext
2. Demo Two
3. Demo Three

1:15 PM - 2:15 PM Lunch For All Attendees


2:15 PM - 2:35 PM Case Study: Laying Out Your Branch For Optimal Customer and Employee Engagement

Karen Serinis, Executive Vice President, Canandaigua National Bank
Rows of tellers that were charged with counting large sums of cash are being replaced with customer service experts who can advise on complex banking issues, investment options and general life questions Money counting is being handled by ATMs and in some cases those include video or virtual tellers (some have holograms of actual people who are located offsite in a call center). As the needs of the bank change, the role of the employee must change with it. Join this session to hear about how to:
•Identifying outdated functions and technology vs. aspects of your branch that can be repurposed
•Reformatting your branches to fit within the needs of your customer
•Working out how to situate your bankers or universal tellers around the layout of your new branch for optimal customer interactions
•Making sure your customers feel comfortable during the transition
•Informing customers of new/changed/updated services and clarify how the transition will affect them
•What are some lessons learned when it comes to making the leap to a new layout and staffing strategy?

Karen Serinis

Executive Vice President
Canandaigua National Bank


2:35 PM - 3:05 PM Case Study REMIX: Millennials and Your Branch Network: What’s Keeping Them Engaged?

Ryan Jenkins, Next Generation Catalyst, Next Generation Catalyst
Guest Keynote Speaker To Be Named

Ryan Jenkins

Next Generation Catalyst
Next Generation Catalyst

Randy Bresee

Vice President of Member Experience
Rivermark Community Credit Union

David Puente

Assistant Vice President Branch Administration
FirstMark Credit Union

Donald Peaks

SVP – Chief Experience Officer
First Commerce Credit Union

Todd Morrill

Senior Vice President- Manager, Treasury Special Projects
Texas Capital Bank


2:15 PM - 2:35 PM Session 1: Specialization- Providing Personalized Services to Your Different Market Segments

•What does specialization mean to you and do you think it is a valid business plan?
•If you spend time looking at the demographic you have as customers in certain areas, you can start optimizing your space
•Let’s say the area surrounding your branch or an anticipated branch is filled with seniors or millennials or veterinarians
•How can you take these metrics and use them to your advantage and provide special services based on these groups without alienating other clients


2:35 PM - 3:05 PM Session 2: What’s Real and What’s Hyped: From iBeacon, to AI to Cashless Branches


3:05 PM - 3:45 PM Session 3: Driving Operational Efficiency Through Digitization in Branch

3:45 PM - 4:25 PM Afternoon Refreshment & Networking Break In The Innovation Center

Be sure to join these interactive roundtable sessions and take a deep dive into the specific areas you came to discuss. Opportunities to sit and learn from executives like these do not exist elsewhere. Take control of your own event experience. Don’t be shy! Ask questions (or answer them!) of other conference attendees who are dealing with the same challenges as you.
•Network with industry peers with very similar challenges, interests and responsibilities
•Take a deep dive into a niche topic in an intimate and informal setting moderated by a subject matter expert
•Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 35 minutes

1. Building a Connected Customer and Employee Experience that Seamlessly Blends Physical and Digital Channels
Karla Bednar, Managing Director, North America Distribution & Branch Transformation Lead, Accenture
Marco Magnini, Senior Manager, Distribution Cost Transformation SME, Accenture
2. Network Transformation: Designing and Extending your “Future” Branch Experience
Sean Keathley, President, Adrenaline
Gina Bleedorn, Chief Experience Officer, Adrenaline
3. Why Your Branch Network Will Grow, Not Shrink
Arthur Gilmore, CEO, Gilmore Group
4. How Networking Technology Impacts Marketing in Your Branch
Matt Lilya, Vice President Business Development, Ventus Global Network Solutions
Len Gaulin, Senior Account Executive, Ventus Global Network Solutions
5. Universal Banker: What’s Working and What’s Not
John McKenna, VP of Business Development, Kiran Analytics

If you are interested in leading a roundtable discussion during this time period, please contact Harvey Golub at Harvey.golub@wbresearch.com

Matt Lilya

Vice President of Business Development
Ventus Global Network Solutions

Len Gaulin

Senior Account Executive
Ventus Global Network Solutions

Arthur Gilmore

President & CEO
Gilmore Group

Gina Bleedorn

Chief Experience Officer

Sean Keathley


Marco Magnini

Senior Manager, Distribution Cost Transformation SME

Karla Bednar

Managing Director, North America Distribution & Branch Transformation Lead

John McKenna

Vice President of Business Development
Kiran Analytics

5:35 PM - 6:35 PM Southern Picnic Reception in the Innovation Center

6:35 PM - 6:35 PM End Of Main Day Two