Future Branches Austin 2024
December 04 - 06, 2024
Marriott Austin Downtown, TX
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.
7:10 am - 8:10 am
Registration & Continental Breakfast In The Innovation Hub
8:10 am - 8:25 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
8:25 am - 8:40 am
Chairperson's Opening Remarks
Tim Tang -
Director, Enterprise Solutions,
Hughes
Join our chair for the day from Hughes as they kickstart the program with insights to guide us over the next three days
8:40 am - 9:05 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
9:00 am - 9:25 am
Keynote: Branch Transformation for Many Generations
Mark Duncan -
Director of Branch Channel Development,
Citizens Bank
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.
9:25 am - 10:00 am
Panel: ATM’s Vs. ITM’s : Which One Fits With Your Customer First Branch Strategy?
Brandi Britton -
Vice President | Self and Assisted Service Channel Manager,
Comerica
Tracey Miller -
VP of Operations,
PioneerFCU
Matthew Gaspari -
Chief Operating Officer,
Tuscon Federal Credit Union
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?
10:00 am - 10:40 am
‘Donut Worry’ Opening Networking Break In The Innovation Hub Hosted by Fiserv
Join your fellow attendees for the first networking break in our innovation hub. Chat about the morning sessions and enjoy some ice coffee and a tasty donut from our donut wall! What’s a donut wall, you ask?? You’ll have to join us in the innovation hub to check it out!
10:40 am - 11:00 am
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
11:00 am - 11:40 am
Panel: Looking into the Crystal Ball: Examining The Future Of the Branch
Stephen Polanski -
Senior Vice President,
Buxton
Joe Salesky -
CEO,
CRMNext
Rob Tomasino -
Credit Union Expert,
Formerly COO at A+ Federal Credit Union
Andres Cueto -
SVP, Corporate Real Estate - Portfolio Director,
BBVA Compass (USA)
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?
11:40 am - 12:00 pm
Keynote: Lessons Learned From 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
Andrew Murrell -
Chief Information Officer,
CFSB Bank
Steven Hill -
SVP & CIO,
RCB Bank
Many of us are well on the road to branch transformation. Some are in stagnated underperforming pilot mode while others have done wide scale successful rollouts. We have 3 senior bankers here today for a rapid fire, lessons learned session about their branch transformation 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?
•How did you migrate transactions from a customer and branch staff perspective?
•Can you share some of your before and after numbers?
12:00 pm - 1:00 pm
Luncheon For All Attendees
1:00 pm - 1:15 pm
Desserts in the Exhibit Hall!
After a beautiful plated lunch, join your fellow attendees in the exhibit hall for a sweet treat before we break info tracks
Track A: Small Network (ideally 1-25 Branches)
1:15 pm - 1:25 pm Chairperson’s Opening Remarks Elizabeth Robillard - Event Director, Future BranchesChairperson’s Opening Remarks
Cutting Edge Solution Provider to be named
If you are interested in presenting during this time, please contact Harvey Golub at 646-200-7524
Track A: Small Network (ideally 1-25 Branches)
1:25 pm - 1:45 pm Case Study Remix Part One: Quick Wins for Your Branch Network Kirk Duncan - SVP, Corporate Real Estate, First Citizens Bank Doug Sprecher - Senior Branch and ATM Strategy Vice President, First Citizens BankNot 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.
Track A: Small Network (ideally 1-25 Branches)
1:45 pm - 1:55 pm Case Study Remix Part Two: Quick Wins for Your Branch NetworkAfter hearing from our case study leaders Doug and Kirk, the audience will discuss in small groups for five minutes what their quick wins have been in their networks. Then a few audience members will be asked to share their quick wins with the rest of the group for five minutes
Track A: Small Network (ideally 1-25 Branches)
1:55 pm - 2:40 pm Panel REMIX Part One: The Optimal Layout: Designing The Perfect Space for Your Customer Matthew Gaspari - Chief Operating Officer, Tuscon Federal Credit Union Vernon Williams - Vice President, Retail Banking, Bethpage Federal Credit Union Randy Bresee - Vice President of Member Experience, Rivermark Community Credit Union Michael Caissey - Regional Manager/Branch Operations Manager, Digital Federal Credit Union•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?
Track A: Small Network (ideally 1-25 Branches)
2:40 pm - 3:00 pm Panel REMIX Part Two: The Optimal Layout: Designing The Perfect Space for Your CustomerAfter 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 25-200 Branches)
1:15 pm - 1:25 pm Chairperson’s Opening RemarksChairperson’s Opening Remarks
Cutting Edge Solution Provider to be named
If you are interested in presenting during this time, please contact Harvey Golub at 646-200-7524
Track B: Medium Network (ideally 25-200 Branches)
1:25 pm - 1:45 pm Case Study: Going Lean to Keep Up with the Pace of Change Ben Hopper - Vice President, Retail Strategy and Transformation, First Tennessee Bank•What are strategies for getting branch updates to the market faster?
•How can you make sure that new updates aren’t already outdated by the time you release them?
•Can you be more project management oriented or work more agile?
•Is there a way to come reengineer your processes that cut down on project time lines without cutting corners?
•Can you make your updates adaptable in case they don’t work or in case technology catches up with them?
•Given the large, physical nature of a branch, is it possible to make a change quickly? Or will they always lag behind the times?
Track B: Medium Network (ideally 25-200 Branches)
1:45 pm - 1:55 pm Horizn Innovation Spotlight: Innovation is Nothing Without Adoption Janice Diner - CEO, HoriznAs 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
Track B: Medium Network (ideally 25-200 Branches)
1:55 pm - 2:05 pm Elo Innovation Spotlight Craig Witsoe - CEO, Elo
Track B: Medium Network (ideally 25-200 Branches)
2:05 pm - 2:40 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 Taylor Murray - Vice President, Branch Services, Affinity Plus Federal Credit UnionPutting 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?
Track B: Medium Network (ideally 25-200 Branches)
2:40 pm - 2:50 pm PANEL REMIX Part Two: Prioritizing Resources When Time, Man Power and Budget Are ScarceAfter 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 25-200 Branches)
2:50 pm - 3:00 pm Innovation Spotlight Gerti Dervishi - VP of Corporate Development and Operations, FlybitsSpeaker to be named, Flybits
Track C: Large or International Network (ideally 200 Branches or Above)
1:15 pm - 1:25 pm Chairperson’s Opening Remarks Arthur Gilmore - President & CEO, Gilmore Group
Track C: Large or International Network (ideally 200 Branches or Above)
1:25 pm - 1:45 pm Fireside Chat: Understanding your ROI – What Metric Do You Use to Measure Branch Success? Kristin Whelton - Director of Branch Transformation, Citibank•Do you know what the ultimate goal of new branches, redesigned branches or a reorganized footprint is?
oIs your goal for these initiatives the same as the rest of your organization or your leadership?
•If everyone is on the same page about goals, what are the metrics you use to measure the success of these initiatives?
oAre they revenue based? Are they customer satisfaction based? Foot traffic based?
•If you don’t have solid metrics in place, how are you defining success?
•What are the key indicators that you’ve done the right thing? Invested in the right technology? Picked the right designer?
Kristin Whelton
Director of Branch TransformationCitibank
Track C: Large or International Network (ideally 200 Branches or Above)
1:45 pm - 2:05 pm Case Study: Are Your Branches Boring? Cure Branch Malaise And Your Double Chin In A Single Treatment! Sue Dowd - SVP Retail Strategy, Miller ZellToo 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!
Track C: Large or International Network (ideally 200 Branches or Above)
2:05 pm - 2:40 pm PANEL REMIX Part One: Advanced Analytics for Improving Customer Experience and Workforce Engagement in Your Branches Stephen Griffin - SR VP Retail Distribution Strategy, Regions Ben Hopper - Vice President, Retail Strategy and Transformation, First Tennessee Bank Randy Ross - Executive Vice President, Kiran AnalyticsOne of the top challenges of banking transformation leaders is: How can we improve customer satisfaction with optimized resources and business processes in our branches? Data and Advanced Analytics is one of the most important new technologies for addressing this challenge.
Since an engaged and productive workforce drives customer satisfaction, applying
advanced analytics to optimize your branch staffing can pay significant dividends. Each and every financial institution’s transformation journey and priorities are unique. Yet, there is always room for process improvement. Inefficient processes and workflows are the primary causes of poor customer experience, low branch productivity, and service quality. Insights gained from data and advanced analytics can help create actionable intelligence for continuous, end-to-end business process improvement.
Track C: Large or International Network (ideally 200 Branches or Above)
2:40 pm - 2:50 pm PANEL REMIX Part Two: Advanced Analytics for Improving Customer Experience and Workforce Engagement in Your BranchesAfter 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 200 Branches or Above)
2:50 pm - 3:00 pm Innovation Spotlight Romeo Maione - Program Director, LaunchfireIf you are interested in presenting during this time, please contact Harvey Golub at 646-200-7524
3:00 pm - 3:40 pm
‘Sweet and Savory’ Afternoon Networking Break In The Innovation Hub
After a packed afternoon of content, join your fellow attendees for a little pick me up in the innovation hub. We’ll be serving up two great snacks- churros and pretzels. Don’t miss out!
3:40 pm - 4:15 pm
Guest Speaker: Roll With Change! Keep Your Team Focusing Forward
Jake French -
President,
Jake French Inspires
Jake French is rolling example of how to go into a situation that might not be the best, and become the one who pulls the best out of each situation. This must-see speech will help you learn how to inspire your team to stop fighting the changes that are coming and start leveraging the assets they have, so that your physical banking branch will continue to prove its value!
•Develop a “can do” culture that encourages fresh thinking and innovation
•Maximize points of connection your people bring that you can’t get with a machine
•It’s not just about the transaction, it’s how you make them feel
4:15 pm - 4:20 pm
Financial Institution-Only Speed Networking Orientation
Elizabeth Robillard -
Event Director,
Future Branches
Come join event director Elizabeth Robillard as she explains how our speed networking will run. Once everything is explained, we will break up into our network tracks again and get acquainted!
Track A: Small Network (ideally 1-25 Branches)
4:20 pm - 5:00 pm Financial Institution-Only Speed NetworkingBring 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 25-200 Branches)
4:20 pm - 5:00 pm Financial Institution-Only Speed NetworkingBring 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 200 Branches or Above)
4:20 pm - 5:00 pm Financial Institution-Only Speed NetworkingBring 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
5:00 pm - 6:00 pm
Roaring Twenties Reception in the Innovation Hub Sponsored by Little
Prepare to be transported to the prohibition era for our Roaring Twenties reception taking place in the exhibit hall- sip on sidecars and feast on Gatsby era snacks with new friends and potential business partners