Future Branches 2018

December 03 - 05, 2018

Hilton Austin, Austin, TX

1 (888) 482.6012

Day One: Thinking Customer First: Delivering A Branch Experience That Meets Their Evolving Needs

The future of your branch lies in the hands of your customer. Understanding what they need from this channel should fuel how you strategize for this gigantic piece of infrastructure. Join us on Day One of Future Branches to hear our fantastic speakers share how they are thinking customer first when it comes to their branch decisions and investments.

7:35 am - 8:35 am Registration & Continental Breakfast In The Innovation Hub

8:35 am - 8:50 am Welcome Remarks & Opening Ice Breaker

Elizabeth Robillard - Event Director Future Branches
Join event director Elizabeth Robillard as she starts the conference with some words from the event coordinators and leads everyone in an icebreaker guaranteed to get the conversation started
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Elizabeth Robillard

Event Director
Future Branches

Join our chair for the day from Hughes as they kickstart the program with insights to guide us over the next three days
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Mike Tippets

Vice President Of Media Services And Solutions
Hughes Network Systems, LLC

9:00 am - 9:25 am Keynote: How Technology Makes Our People More Human

Jeremy Balkin - Head of Innovation HSBC (USA)
Customers demand a seamless physical and digital retail experience regardless of the industry. Banking is even more susceptible to changing customer behaviors and the role of the bank branch becomes even more important. Therefore the cutting edge innovative technologies like robotics and wearables are just the next wave of enhancements that deliver a superior employee and customer experience. If implemented correctly, the technology in your branches make for a more personal, more meaningful and more human experience. Join this session to hear from the visionary innovation leader who made history by launching the world’s first social humanoid robot to a retail bank branch in the U.S. and hear more about the design thinking behind the implementation and the KPI data that made it such a success. 
•         How did you design for these experiences? 
•         How can you iterate your branches to keep up with customer expectations? 
•         Acknowledging the journey your customer takes from one channel to another on their way into the branch
•         Thinking about the value you are bringing to the table as the only face to face channel for your brand and the vital role your in-branch employees can have in ensuring seamless experiences 
•         Making sure your in branch systems and employee tools connect with all of your other channels and connecting the dots of customer data collected across those channels to personalize the experience provided on each, while maintaining a consistent brand message
•         How to use innovative technologies to help your customer with a superior experience and simultaneously delivering a better employee experience to your vital front line staff 

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Jeremy Balkin

Head of Innovation
HSBC (USA)

Can branch transformation anticipate a new generation of customers while meeting the preferences of existing core customers?  This presentation shares a journey from one size fits all branch transformation to a vision and understanding of the connection between branch design and multigenerational customer demands for a modern customer centric environment. Join Lauretta Chrys and Susan Gorden Ryan from Citizens Bank as they walk us through how they’ve been thinking customer first in their approach to branch transformation.

Susan Gorden Ryan

Vice President, Distribution Strategy Implementation Director
Citizens Bank

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Mark Duncan

Director of Branch Channel Development
Citizens Bank

Automation is the future. While ATM’s are one facet of that, given they 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? 
•Do ITM’s make sense for your business? 
o What metrics can you use to figure this out? Have you tested ITM’s to make sure they would work for your customer? 
o Do you really need the capabilities that they offer? Have you thought about how they fit in with the rest of your business model?
o Do you have the right staffing model/call center for this to work?
•Are ATM’s still the right fit? How are they working for you? How many do you have? 
o Do they have enough capabilities? 
o Do they still fit in with your business model and what you’d like to accomplish with your footprint?

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Brandi Britton

Vice President | Self and Assisted Service Channel Manager
Comerica

Tracey Miller

VP of Operations
PioneerFCU

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Matthew Gaspari

Chief Operating Officer
Tuscon Federal Credit Union

10:25 am - 11:05 am Morning Refreshment & Opening Networking Break In The Innovation Hub



How can brands prepare for future opportunities with their branch networks?  How will the technology evolve along with tomorrow’s banking consumer? Get a holistic view of the future of the branch, as you hear from senior executives across banks and credit unions: 
•What will the branch’s role be in the future omnichannel customer journey? 
•How will technology like AI, VR, AR and Voice impact the role of your branch?  
•What strategies are in your future roadmap for improving branch performance?
•How can you continually test your branch’s performance to keep up with customer demand? 

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Andres Cueto

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

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Stephen Polanski

Senior Vice President
Buxton

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Joe Salesky

CEO
CRMNext

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Rob Tomasino

Chief Operating Officer
A+ Federal Credit Union

11:40 am - 12:00 pm Keynote: M&As and Beyond: How to Optimize and Transform Your Branch Network in an Increasingly Digital World

Gina Bleedorn - Chief Experience Officer Adrenaline Sean Keathley - President Adrenaline
As many institutions seek growth in new markets through mergers and acquisitions, the need to optimize your branch network is mission critical. In addition to reconciling multiple formats, footprints and even brands, your branch experience must be reimagined to “wow” the consumer. And as transactions migrate to digital channels, physical branches are both your biggest investment and opportunity. In this session, you’ll learn how to define a “North Star” branch strategy and use it to reconcile and transform your branch network.
Key Learnings:
•How to optimally convert and then enhance acquired branch networks
•How to identify and design for branch purpose based on market and format
•How to scale and tier experience branch design applications

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Gina Bleedorn

Chief Experience Officer
Adrenaline

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Sean Keathley

President
Adrenaline

12:00 pm - 12:20 pm Fireside Chat: Who is Your Customer? Using Customer Data to Drive Branch Decisions

Vanesa Osoro Uriguen - Retail Banking - Director of Retail Transformation BBVA Compass
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 Vanesa Osoro Uriguen of BBVA Compass as she explains to us how to be to be: 
•Aggregating all of the data  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 


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Vanesa Osoro Uriguen

Retail Banking - Director of Retail Transformation
BBVA Compass

12:20 pm - 12:40 pm Keynote: Lessons Learned From One Of The Earliest Adopters Of Assisted Self-Service: What Would I Tell My “Still Stuck In Pilot” Self?

Scott Hackl - SVP of North American FI Sales Nautilus Hyosung America
Many of us are well on the road to branch transformation.  Some have stayed in a limited deployment mode while other have gone all in with a very focused and controlled implementation.  A senior banker will share lessons learned from their journey.

•What drove the initial business case?  Would you make any changes to the case today? 
•How did you make features and functionality decisions:  video or not?  self-service first/video last option? 
•How did you address transaction breadth?  Core integration, ATM or both?  
•What are some thoughts on deployment and what branches would be first to implement the technology?
•Looking back at customer adoption, what would you do differently in today’s environment?

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Scott Hackl

SVP of North American FI Sales
Nautilus Hyosung America

Not for the faint of heart, this panel discussion will feature 3-4 panelists each sharing one success and one failure story surrounding a particular aspect of branch design. Did your customers love the new teller pods? Or get confused by the new coffee station? Did they enjoy the new tech bar? Or find the architectural details of your new branch unnecessary? Learn from those that have tested in all and can let you know what worked and what didn’t
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Yvette Bouchard

Vice President, Senior Manager, North American Branch Channel Marketing & Merchandising
BMO Financial Group

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Rob Tomasino

Chief Operating Officer
A+ Federal Credit Union

1:15 pm - 2:25 pm Luncheon For All Attendees


Track A: Small Network (ideally 1-50 Branches)

2:25 pm - 2:35 pm Chairperson’s Opening Remarks

Track A: Small Network (ideally 1-50 Branches)

2:35 pm - 2:55 pm Case Study: Keeping Afloat During M&A: Bringing New Branches Under Your Brand Umbrella
Chuck Frederick - Director of Retail and Small Business Banking Midland States Bank
•How do you make sure that your new branches fit into your brand? 
•What is the process of merging leadership, departments and frontline employees? 
•Have you thought of M&A as a chance to press the reset button on some of your policies or procedures?
•What happens when you bring new products under your brand umbrella that your acquired company had that you didn’t? 
•How do you best learn about new markets that you might be entering into? 
•How do you merge core systems, data and other pieces of technology? 

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Chuck Frederick

Director of Retail and Small Business Banking
Midland States Bank

Track A: Small Network (ideally 1-50 Branches)

2:55 pm - 3:05 pm Innovation Spotlight
If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7524

Track A: Small Network (ideally 1-50 Branches)

3:05 pm - 3:15 pm Innovation Spotlight
If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7524
•How are you best using the space you have to reflect your updated branch goals?
•How do you keep the identity of your brand present within your updated space while implementing new designs and technology?
•How can you use your actual physical building to market your brand and give people a feel for what you are bringing to the table?
•How can you keep things comfortable and inviting while still maintaining a futuristic vibe with easy to use tech?

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Matthew Gaspari

Chief Operating Officer
Tuscon Federal Credit Union

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Vernon Williams

Vice President, Retail Banking
Bethpage Federal Credit Union

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Randy Bresee

Vice President of Member Experience
Rivermark Community Credit Union

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Michael Caissey

Regional Manager/Branch Operations Manager
Digital Federal Credit Union

Track A: Small Network (ideally 1-50 Branches)

3:50 pm - 4:00 pm Panel REMIX Part Two: The Optimal Layout: Designing The Perfect Space for Your Customer
After 35 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups for 10 minutes.

Track A: Small Network (ideally 1-50 Branches)

4:00 pm - 4:10 pm Innovation Spotlight
If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7524

Track B: Medium Network (ideally 50-350 Branches)

2:25 pm - 2:35 pm Chairperson’s Opening Remarks

Track B: Medium Network (ideally 50-350 Branches)

2:35 pm - 2:55 pm Case Study: Quick Branch Wins That Won’t Cost a Fortune
Kirk Duncan - SVP, Corporate Real Estate First Citizens Bank Doug Sprecher - Senior Branch and ATM Strategy Vice President First Citizens Bank
Not every branch is going to be able to be completely rebuilt or reimagined- especially if you have a medium size network with a significant amount of branches. It might make more sense to come up with a few low cost changes that you can make here and there. Join Doug and Kirk of First Citizens Bank who share what some of their quick wins have been across the network as well as some of the results of those changes.


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Kirk Duncan

SVP, Corporate Real Estate
First Citizens Bank

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Doug Sprecher

Senior Branch and ATM Strategy Vice President
First Citizens Bank

Track B: Medium Network (ideally 50-350 Branches)

2:55 pm - 3:05 pm Horizn Innovation Spotlight: Innovation is Nothing Without Adoption
Janice Diner - CEO Horizn
As financial institutions invest increasingly in mobile and digital innovations, it becomes critical that they realize the full potential of that investment. Discover the best practices that have allowed banks globally to increase mobile adoption by 25% and bring call center times down by 45 seconds. Join this session to discover: 

•What it means to modernize knowledge with employees and customers to drive adoption of your latest digital innovation at lightning speed
•Best practices that will help you build digital fluency, break “age” gaps, and address the anxiety around digital transformation in your organization

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Janice Diner

CEO
Horizn

Track B: Medium Network (ideally 50-350 Branches)

3:05 pm - 3:15 pm Elo Innovation Spotlight
Craig Witsoe - CEO Elo

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Craig Witsoe

CEO
Elo

Track B: Medium Network (ideally 50-350 Branches)

3:15 pm - 3:50 pm PANEL REMIX Part One: Prioritizing Resources When Time, Man Power and Budget Are Scarce
David Puente - Assistant Vice President Branch Administration FirstMark Credit Union
Putting together a customer centric branch strategy might not be all that easy if you don’t have the c-suite buy-in or dollar share to really understand how this channel should be operating. Join us for this session surrounding how to make this strategy work when you are strapped for not only budget but also manpower. 
•Do you understand what your company’s goals are? 
•Are you prioritizing branch strategy initiatives based on those goals? 
•Do all of your initiatives start with the customer in mind?


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David Puente

Assistant Vice President Branch Administration
FirstMark Credit Union

Track B: Medium Network (ideally 50-350 Branches)

3:50 pm - 4:00 pm PANEL REMIX Part Two: Prioritizing Resources When Time, Man Power and Budget Are Scarce
After 35 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups for 10 minutes.

Track B: Medium Network (ideally 50-350 Branches)

4:00 pm - 4:10 pm Innovation Spotlight
If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7524

Track C: Large or International Network (ideally 350 Branches or Above)

2:25 pm - 2:35 pm Chairperson’s Opening Remarks

Track C: Large or International Network (ideally 350 Branches or Above)

2:35 pm - 2:55 pm Fireside Chat: Network Segmentation: How Can You Differentiate Each of Your Branches Based on Location?
Kristin Whelton - Director of Branch Transformation Citibank
•Once you know how many branches you need, what goes into finding out what each should look like? 
o How do you find out the various customer needs across your market segments? 
o Do you use a particular vendor? Do you survey existing customers in those areas?
•Do you want a homogenous set of branches or are some of them going to be bigger, smaller, more innovative or simpler?
o What data do you use to decide this? 
•Do the operations at the branches need to be different too based on the types of employees that might work in the different regions? 
•Might they need different incentives? Different tools? 

Kristin Whelton

Director of Branch Transformation
Citibank

Track C: Large or International Network (ideally 350 Branches or Above)

2:55 pm - 3:15 pm Case Study: Are Your Branches Boring? Cure Branch Malaise And Your Double Chin In A Single Treatment!
Sue Dowd - SVP Retail Strategy Miller Zell
Too good to be true? Perhaps not! Putting down the phone and looking up at your surroundings is the premise of this energizing, image-rich Ted(ish) talk.

From donut shops to boutique hotels to public libraries and city sidewalks, Sue will take you on a curated virtual “tour,” sharing her approach to uncovering ideas that inform and inspire elements of branch experience and design.

Plan to leave this session inspired to look up, strengthen those chin muscles and discover differentiating ideas that you can infuse your own branch experience. Let’s do this!

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Sue Dowd

SVP Retail Strategy
Miller Zell

Track C: Large or International Network (ideally 350 Branches or Above)

3:15 pm - 3:50 pm PANEL REMIX Part One: Analyzing Gaps in Sales and Service: Identifying Where There is Waste in Your Network
Stephen Griffin - SR VP Retail Distribution Strategy Regions
Though keeping a branch open costs a bank or credit union a lot of money, it is still the largest source of a banks revenue, considering there are more complex banking transactions that people like to do in branch like applying for a loan, opening up new accounts, or talk about retirement plans. So, a major task for today’s branch executives is figuring out how to effectively utilize branches to keep up face to face interactions with customers while keeping them profitable. Join this panel to hear about how our panelists are:
•Reviewing time spent on activities across the branch network by employees and management
•Identifying gaps in sales and service productivity
•Better understand financial impacts and where corrective action may be needed.
•Drill down into specific branch groups, a single branch, and even down to the individual employee


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Stephen Griffin

SR VP Retail Distribution Strategy
Regions

Track C: Large or International Network (ideally 350 Branches or Above)

3:50 pm - 4:00 pm PANEL REMIX Part Two: Analyzing Gaps in Sales and Service: Identifying Where There is Waste in Your Network
After 35 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups for 10 minutes.

Track C: Large or International Network (ideally 350 Branches or Above)

4:00 pm - 4:10 pm Innovation Spotlight
If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7524

4:10 pm - 4:50 pm Afternoon Refreshment and Networking Break In The Innovation Hub


Track A: Small Network (ideally 1-50 Branches)

4:50 pm - 5:20 pm Financial Institution-Only Speed Networking
Bring your business cards—you’ll need them! During this session, you’ll have two minutes to meet and exchange business cards with almost everyone in the room. This is your chance to connect with the people that are operating at the same scale as you are! This session is only for executives that work at a financial institution

Track B: Medium Network (ideally 50-350 Branches)

4:50 pm - 5:20 pm Financial Institution-Only Speed Networking
Bring your business cards—you’ll need them! During this session, you’ll have two minutes to meet and exchange business cards with almost everyone in the room. This is your chance to connect with the people that are operating at the same scale as you are! This session is only for executives that work at a financial institution

Track C: Large or International Network (ideally 350 Branches or Above)

4:50 pm - 5:20 pm Financial Institution-Only Speed Networking
Bring your business cards—you’ll need them! During this session, you’ll have two minutes to meet and exchange business cards with almost everyone in the room. This is your chance to connect with the people that are operating at the same scale as you are! This session is only for executives that work at a financial institution

5:20 pm - 6:20 pm ‘Little’ Luau Reception in the Innovation Hub

Prepare to be transported to Hawaii during our ‘Little’ Luau reception taking place in the exhibit hall- sip Mai-Tai’s and feast on island treats with new friends and potential business partners

6:20 pm - 6:25 pm End of Day One

Prepare to be transported to Hawaii during our ‘Little’ Luau reception taking place in the exhibit hall- sip Mai-Tai’s and feast on island treats with new friends and potential business partners