Future Branches 2018

December 03 - 05, 2018

Hilton Austin, Austin, TX

1 (888) 482.6012

Day Two: Finding The Mix Of Employees and Technology That Works Best For Your Customer

Banks and credit unions have to find a way to balance the convenience of technology and the desire customers have for easy self service channels while maintaining the human element that makes customer feel a connection to a company/brand. During Day Two of Future Branches, we will look at ways to successfully balance both concepts!

7:40 am - 8:40 am Continental Breakfast & Registration In The Innovation Hub


7:40 am - 8:40 am Future Branches Women's Breakfast

Listen and be motivated by an accomplished group of fierce femmes, enjoy a delicious breakfast and cultivate new friendships and future contacts.To be moderated by several members of the Future Branches speaking faculty, including Kari Solomonson of People's State Bank.

8:40 am - 8:50 am Chairperson’s Opening Address

Jeffrey Baker - President, CCO Image4

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Jeffrey Baker

President, CCO
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Elizabeth Robillard

Event Director
Future Branches

8:50 am - 9:15 am Fireside Chat: Don’t Forget Your Customer! Educating Your Biggest Asset On What’s New In Branch

Colleen Vukelic - Vice President, Director, North American Sales and Service Platforms and Channel Migration BMO Financial Group
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, especially if you’ve gone from having a full teller line to going completely teller-less. They might not understand some of the changes you’ve made and need new technology to be explained to them. How is your staff going to help them through this transition? Join this session to hear more about:
•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
•Utilizing your staff in the most effective way possible- and making sure they are at hand and ready to explain new pieces or technology or new aspects of your branch

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Colleen Vukelic

Vice President, Director, North American Sales and Service Platforms and Channel Migration
BMO Financial Group

Your institution has to find a way to balance the convenience of technology and the desire for customers to have self service while maintaining the human element that makes customer feel a connection to your brand. Keeping things impersonal will give a customer no reason to stick with your company if they are offered a better deal somewhere else. Also, there are still plenty of baby boomer customers who complete transactions in branch and despite the fact that millennials like to do things online, they still like to talk to branch employees about more complex things, like loans or investing. How can you balance all of this to make sure you are providing exactly the level of service your customer wants? Join this panel to hear answers to questions like:
•Have you found the ideal balance between self service, assisted self service or full teller service? 
•Does it vary by location based on the customers that visit each? 
•Are you thinking customer first when thinking about this balance, given the preferences of different age groups? 
•How does your branch channel weave in with the rest of your channels? Have you given your customers enough ways to interact with you in person and online? 
•Given the renewed focus on personalization in banking and the desire for creating deeper personal connections with customers, have you changed your strategy at all? Or rethought how to approach customer touchpoints?


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Ann-Marie Katzer

Vice President-Retail Sales and Service
American Eagle Financial Credit Union

Gregory Peter

Head of Store Strategy and Transformation
TD Bank

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Carl Schwab

Vice President of Projects and Training
Navy Federal Credit Union

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Derrick Harris

VP of Branch Operations and Items Processing
PenFed

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Joe Gnorski

Vice President, Sales-LatAm, Marketing-Americas
Glory

Join Nicole, David and Jason from Columbia Bank as they explain the opening of their newest branch. All coming from different departments, these three executives will be able to share what branch transformation looks like from three different perspectives. They will discuss:

•Are you aware of what teams are involved in a branch transformation effort? 
•Do you have inroads with HR, strategy , corporate real estate, IT, marketing, communications and operations teams? 
•Do you have open communication with them? 
•Do you understand their goals and needs and what they want out of this project?



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Nicole Sherman

SVP, Market Region Manager, Greater Puget Sound
Columbia Bank

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David Devine

Chief Marketing Officer
Columbia Bank

Jason Sullivan

Director of Facilities
Columbia Bank

10:15 am - 10:55 am Morning Networking Break In The Innovation Hub




10:55 am - 11:15 am Keynote: Redefining Physical Distribution for a Digital World

Steve Nogalo - EVP North America Financial Institutions Cardtronics Brad Patterson - VP, Payment Operations PenFed
Financial institutions everywhere are taking steps to position for the future, assessing evolving consumer payment preferences and other market dynamics in an increasingly digital world. But one vital area for their customers and members remains physical – that of cash withdrawals and deposits. How are banks and credit unions redefining physical distribution to meet cardholder needs now and for the future? What new strategies are being deployed?  You’ll learn:
•Why cash isn’t going away any time soon
•What you can do now to prepare your ATM fleet for a digital future
•How one financial institution turned its ATM distribution model on its head to meet business goals and ensure cardholder delight



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Steve Nogalo

EVP North America Financial Institutions
Cardtronics

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Brad Patterson

VP, Payment Operations
PenFed

Avoiding bright shiny object syndrome is the name of the game in branch banking today. It’s easy to get caught up in the excitement of a new piece of tech, but are you truly thinking about how it can be useful for your customers? Or how it can help your employees service your customers? Join this panel to hear about avoiding falling into the most common branch strategy trap by hearing the answers to questions like: 

•What are your customer’s core reasons for visiting your branches?
oDo you know things about your customers outside of just the basics that might help you understand other ways your branch could assist them?  
•Does the technology you are thinking of implementing reflect that? 
•Without thinking about your customer first, you could be implementing technology that just doesn’t make sense for them 

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Andres Cueto

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

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Steve Previs

VP of Retail Transformation, Digital Experience
PNC

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Jeff Majka

IT Business Relationship Manager
M&T Bank

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Patrick Myron

SVP, Retail Network Strategy & Sales Analytics
Rockland Trust Company

A Deep dive into the results of a consumer banking study conducted across Western Europe and North America that examines how messaging has an effect on customer perception and attitude toward bank brands and if your marketing efforts truly drive customer behavior.
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Angela Vanderburg

Subject Matter Expert, Retail Financial Services
QDivision, a Stratacache Company

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Manolo Almagro

Managing Partner
QDivision, a Stratacache Company

12:10 pm - 1:10 pm Branch Technology Roundtable Discussions

Roundtable discussions are small peer-led group discussions on a surrounding one cutting edge piece of branch technology. After 30 minutes, you have the opportunity to sit at another table of your choice for a second discussion.

1.Adrenaline Roundtable 
2.Dealing with Real Estate: Renegotiating Leases or Finding New Space 
3.In-Branch Security and Fraud Protection: Keeping Customers Safe
4.Implementing Free Wi-Fi
5.Optimizing Lending- Small Business Lending

If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7524

1:10 pm - 2:15 pm Lunch For All Attendees In the Innovation Hub


Track A: Employee Engagement and Your Updated Staffing Model

2:15 pm - 2:25 pm Chairperson’s Afternoon 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: Employee Engagement and Your Updated Staffing Model

2:25 pm - 2:45 pm Case Study: Mobile Branch Associates: Next Generation Customer Experience
Jorrit de Vries - Senior Director Sales & Solutions, Financial Services Vertical Samsung Electronics America





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Jorrit de Vries

Senior Director Sales & Solutions, Financial Services Vertical
Samsung Electronics America

Track A: Employee Engagement and Your Updated Staffing Model

2:45 pm - 3:15 pm PANEL REMIX Part One: Training and Developing Employees to Become Universal Tellers
Kari Solomonson - Vice President, Retail Team Leader People's State Bank Krystal Adams - VP of Member Experience Tuscon Federal Credit Union
•What are the training strategies for the universal banker role
o Have you tried gamification? Mentorship? Rewards?
•What are some of the skills that branch employees need to learn in order to become universal bankers? 
o Do your current branch employees have soft skills training? 
o Are they well versed enough in banking to complete complex transactions? 
•Do you have the proper resources for this training? 





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Kari Solomonson

Vice President, Retail Team Leader
People's State Bank

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Krystal Adams

VP of Member Experience
Tuscon Federal Credit Union

Track A: Employee Engagement and Your Updated Staffing Model

3:15 pm - 3:25 pm Panel REMIX Part Two: Training and Developing Employees to Become Universal Tellers
After 30 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: Employee Engagement and Your Updated Staffing Model

3:25 pm - 3:35 pm Innovation Spotlight

If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7524


Track B: Picking and Integrating Branch Tech

2:15 pm - 2:25 pm Chairperson’s Afternoon 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: Picking and Integrating Branch Tech

2:25 pm - 2:55 pm Case Study Presented by Glory
Joe Gnorski - Vice President, Sales-LatAm, Marketing-Americas Glory




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Joe Gnorski

Vice President, Sales-LatAm, Marketing-Americas
Glory

Track B: Picking and Integrating Branch Tech

2:45 pm - 3:15 pm PANEL REMIX Part One: Going Fully Automated: Does it Make Sense for You?
Dawn Fabian - Retail Transformation Manager PNC





Dawn Fabian

Retail Transformation Manager
PNC

Track B: Picking and Integrating Branch Tech

3:15 pm - 3:25 pm Panel REMIX Part Two: Going Fully Automated: Does it Make Sense for You?
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: Picking and Integrating Branch Tech

3:25 pm - 3:35 pm Innovation Spotlight

If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7524


3:35 pm - 4:10 pm Afternoon Refreshment & Networking Break In The Innovation Hub





General Session

4:10 pm - 4:30 pm Fireside Chat: Conversation Quality – The Cambridge Savings Bank Experience
Colin Piper - Chief Branch Behavior Officer Econiq Carol Sexton - First Vice President, Head of Retail Banking Cambridge Savings Bank
One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services. They have been working alongside Econiq to improve conversation quality. Econiq’s Chief Branch Behavior Officer,  Colin Piper, will host a ‘fireside chat’ with Carol Sexton, Cambridge’s First Vice President & Head of Retail Banking. Carol will outline the transformational value Cambridge Savings Bank have achieved by improving conversation quality. She will also explore some of her learnings and experiences along the way.



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Colin Piper

Chief Branch Behavior Officer
Econiq

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Carol Sexton

First Vice President, Head of Retail Banking
Cambridge Savings Bank

General Session

4:30 pm - 5:05 pm Panel: Right-Sizing Your Network: Placing Your Branches in the Best Location
Teresa Bailey-Weirich - Senior Director, Market Planning, Retail Bank and Direct Bank Network Management Capital One Bank
The locations of new branches need to be established, the branches that should be closed have to be chosen and the branches that simply need a refresh have to be identified. All of this can be done by looking at market intelligence and demographic data to establish where the most transactions are located. 

•Gathering data based on the markets you operate in
•Standardizing a framework that makes this data digestible and actionable 
•Looking across the metrics to understand a holistic view of the operations of each branch 
•Deciding if you want to open branches, consolidate or move ones to new places based on the data you use 



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Teresa Bailey-Weirich

Senior Director, Market Planning, Retail Bank and Direct Bank Network Management
Capital One Bank

General Session

5:05 pm - 5:35 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

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Jake French

President
Jake French Inspires

C-Level Think Tank

4:10 pm - 5:10 pm C-Level Think Tank: Are the Big Four Tech Companies Coming for Banking Too?
Exclusively for our C-Level financial institution attendees, this session will be a closed door opportunity to discuss the future of the branch from a high-level strategic perspective. Limited to 20 attendees. If you are interested in joining this think tank and are a c-level exec, please reach out to Elizabeth.Robillard@wbresearch.com.



5:35 pm - 5:45 pm End Of Main Day Two Content





5:45 pm - 6:45 pm Branches Bash at Easy Tiger!

Join us on one of the most iconic streets in Austin - 6th Street, as we get outdoors and unwind at Easy Tiger! Find out why Food & Wine Magazine named this 6th street staple one of the Best Beer Gardens in America. Enjoy craft beers, bites and cocktails with your fellow attendees, challenge a competitor to a round of ping pong, and listen to local music as we wrap up Day 2 of Future Branches and before you hit the Austin Streets!

7:00 pm - 7:05 pm End of Branches Bash