Future Branches 2019

November 18 - 20, 2019

Hilton Austin, Austin, TX

Day Two: Reading Your Customer’s Mind: Balancing High Tech and High Touch

7:30 am - 8:30 am Women in Branches Networking Breakfast

Join your fellow women in finance for a closed door discussion about the future of branch banking.
Kari Solomonson, Vice President, Retail Team Leader at Peoples State Bank

Kari Solomonson

Vice President, Retail Team Leader
Peoples State Bank

7:30 am - 8:30 am Registration & Continental Breakfast In The Innovation Hub

8:30 am - 8:40 am Welcome Remarks

Elizabeth Robillard, Event Director at Future Branches

Elizabeth Robillard

Event Director
Future Branches

8:40 am - 8:55 am Chairperson’s Opening Address

Jeffrey Baker, President, CCO at Image4

Jeffrey Baker

President, CCO
Image4

8:55 am - 9:20 am Using Digital Training Methods to Equip Your Branch Staff with the Skills They Need

Join Gina Leach as she walks us through the new training methods her they have employed at her institution to get their employees ready to help customers for what is next in banking . Their new digital training programs have had great results and she is going to talk us through what setting up this training was like and how employees have reacted to it.

Gina Leach

Executive Director, Learning & Development
Chase Bank

9:20 am - 9:45 am C-Level Keynote: Reimagining Your Branches: Does Your Customer Come into Your Branch to Talk to a Machine?

o Have you found the ideal balance between self service, assisted self service or full teller service? 
o Does it vary by location based on the customers that visit each? 
o Are you thinking customer first when thinking about this blend, given the preferences of different age groups? 
o 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? 
o 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? 
o Are your staff members equipped with the right skills and technology to have these important conversations?

Brad Green, President/CEO at Listerhill Credit Union

Brad Green

President/CEO
Listerhill Credit Union

9:20 am - 9:45 am Keynote: The Ins and Outs of Investing in ITMs

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? 
•What metrics can you use to figure out if ITM’s will work for you? 
• Have you tested ITM’s to make sure they would work for your customer? 
•Do you really need the capabilities that they offer?
•Have you thought about how they fit in with the rest of your business model?

Sharon Taylor, AVP of Facilities at Centra Credit Union

Sharon Taylor

AVP of Facilities
Centra Credit Union

10:10 am - 10:50 am Morning Networking Break In The Innovation Hub



10:50 am - 11:10 am Keynote: Millennials, Technology and Branch Design

A panel of Credit Unions with large millennial membership bases.  Each have fundamentally changed the way they think about branches, technology and branding for both their current and prospective members.  
•         How did determine desired branch efficiency requirements for future branches?
•         What technology did you consider and in the end select and why?
•         How did you change your branding to attract not only students but also new members? 
•         How did branch choreography play a part in onboarding members to use new technologies?  
•         What would you do differently? 
•         What is next?
Speaker to be named, Hyosung

During this brand new format panel, panelists will be brought onstage one at a time to talk through how they are approaching the staffing model in their branches. They will each discuss how they’ve changed the approach to staffing in their branches already, what their future staffing plans are and how the size of their institution has affected what they’ve been able to accomplish. This continues until all  panelists have had their turn to speak, at which point, the group will take Q&A from the audience
•What have you changed about the staffing model of your branches? 
•Have you rolled this change out to multiple branches or your whole network?
•What do you envision for the staffing model of your future network?

Jamie Harrison, Chief Retail Officer at Meritrust Credit Union

Jamie Harrison

Chief Retail Officer
Meritrust Credit Union

Christopher Olinick, Vice President, Branches, Orlando Region at Partners Federal Credit Union

Christopher Olinick

Vice President, Branches, Orlando Region
Partners Federal Credit Union

Timothy R. Mackay, EVP – Consumer Banking at Level One Bank

Timothy R. Mackay

EVP – Consumer Banking
Level One Bank

Isabel Sanchez

VP of Service and Solutions
Silver State Schools Credit Union

11:40 am - 12:10 pm Keynote: The Strategic Use of Retail ATMs to Expand Branded Points of Presence

Much of the focus for financial institutions today is on growth and the defense of existing markets.  Customer acquisition and retention in the highly competitive banking sector is spawning new and creative strategies designed to ensure seamless, cost-effective access for existing cardholders while simultaneously garnering new accounts.  Strategic ATM distribution plays a key role in this new world. How do you optimize your existing footprint yet find the resources to grow and defend markets?  We discuss the approach one financial institution has taken as it grapples with greater competition, higher growth objectives and the need for streamlined customer engagement and experience. Please join us for this session where you will learn:
•The strategies that were adopted and why
•The successes and challenges along the way
•The next step in this transformation journey

Steve Nogalo, EVP North America Financial Institutions at Cardtronics

Steve Nogalo

EVP North America Financial Institutions
Cardtronics

Be sure to join these interactive roundtable sessions and take a deep dive into the branch challenge areas
you need solutions for. This is the best opportunity to learn from branch experts. Take control of your own
event experience.
•Take a deep dive into a niche topic in an informal setting moderated by one of our cutting edge vendor partners
•Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 30 minutes

1.Gilmore Group Roundtable 
Arthur Gilmore, President and CEO, Gilmore Group

2.CRMNext Roundtable
Carol Clagett, Director of Customer Success, CRMNEXT
Cathy Dudley, Executive Vice President, First Bank

3. Changing Technologies at the Teller Window
Rahn Rampton, Product Manager, Financial Services, Epson 

4.Optimizing Lending- Small Business Lending 
5.Artificial Intelligence in Branch: How Can You Use it Effectively?
6.Instant Issue
7.In-Branch Security and Fraud Protection: Keeping Customers Safe Cash Flow Management
8.Best Practices for Implementing Cash Recyclers
9.Implementing Free Wi-Fi
10.Digital Signage: Staying Green While Looking Flashy
11.Dealing with Real Estate: Renegotiating Leases or Finding New Space 
12.What are the New Branch Roles? Greeter? Universal Teller? Multi-Purpose Advisor? 

If you are interested in participating in this session, please reach out to Harvey.golub@wbresearch.com

Arthur Gilmore, President & CEO at Gilmore Group

Arthur Gilmore

President & CEO
Gilmore Group

Cathy Dudley, Executive Vice President at First Bank

Cathy Dudley

Executive Vice President
First Bank

Carol Clagett, Director of Customer Success at CRMNEXT

Carol Clagett

Director of Customer Success
CRMNEXT

Rahn Rampton, Product Manager, Financial Services at Epson

Rahn Rampton

Product Manager, Financial Services
Epson

1:15 pm - 2:30 pm Lunch For All Attendees In the Innovation Hub

Be sure to join these interactive roundtable sessions and take a deep dive into the branch challenge areas
you need solutions for. This is the best opportunity to learn from branch experts. Take control of your own
event experience.
•Take a deep dive into a niche topic in an informal setting moderated by one of our cutting edge vendor partners
•Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 30 minutes

1.Gilmore Group Roundtable 
Arthur Gilmore, President and CEO, Gilmore Group

2.CRM Next Roundtable
Carol Clagett, Director of Customer Success, CRMNEXT
Cathy Dudley, Executive Vice President, First Bank

3.In-Branch Security and Fraud Protection: Keeping Customers Safe 
4.Optimizing Lending- Small Business Lending 
5.Artificial Intelligence in Branch: How Can You Use it Effectively?
6.Instant Issue
7.In-Branch Security and Fraud Protection: Keeping Customers Safe Cash Flow Management
8.Best Practices for Implementing Cash Recyclers
9.Implementing Free Wi-Fi
10.Digital Signage: Staying Green While Looking Flashy
11.Dealing with Real Estate: Renegotiating Leases or Finding New Space 
12.What are the New Branch Roles? Greeter? Universal Teller? Multi-Purpose Advisor? 

If you are interested in participating in this session, please reach out to Harvey.golub@wbresearch.com

Afternoon Tracks

Track A: Customer and Employee Experience

2:25 pm - 2:35 pm Chairperson’s Afternoon Remarks
If you are interested in chairing this track, please reach out to Harvey.golub@wbresearch.com

Track A: Customer and Employee Experience

2:35 pm - 2:55 pm Case Study: Mining Voice of the Customer Data to Pin Point Friction in Their Experience
•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


Kristen Talbott, Senior Vice President - Chief Retail Banking Officer at Tri City National Bank

Kristen Talbott

Senior Vice President - Chief Retail Banking Officer
Tri City National Bank

Track A: Customer and Employee Experience

2:55 pm - 3:15 pm Case Study: Finding the right staffing levels and “Banker” types to meet service and sales goals
Customers prefer a blend of in-person and digital when interacting with their bank.  Predictive analytics and advanced scheduling helps to make sure the right bankers with the right training are in the right branches. This enables the bank to choreograph branch interactions so that service levels are optimized and opportunities are maximized.
 



Stephen K. Griffin, SVP Branch and ATM Distribution Planning at Regions Bank

Stephen K. Griffin

SVP Branch and ATM Distribution Planning
Regions Bank

Pete Daugherty, Director of Client Services at Kiran Analytics

Pete Daugherty

Director of Client Services
Kiran Analytics

Track A: Customer and Employee Experience

3:15 pm - 3:45 pm Case Study REMIX: Best Practices for Rolling out an Updated Banker Model
• What did you decide to move to this model? What drove this change?
• How do you tell your staff that you are moving to a Universal Teller role- what does that look like?
• When do you tell them? 
• How do you explain what this will mean for their career development? 
• What are the best training strategies for the universal banker role?
• Have you tried - Mentorship? Rewards? 
• Do you have the proper resources for this training?


Misti Mostiller, Executive Vice President, Director of Consumer Strategy & Innovation at Extraco Banks

Misti Mostiller

Executive Vice President, Director of Consumer Strategy & Innovation
Extraco Banks

Track A: Customer and Employee Experience

3:45 pm - 3:55 pm Innovation Spotlight



•How can you tell how your employees would like to be managed? 
•Have their preferences changed at all? Are you dealing with different types of employees now in the shift to a universal banker? 
•If you want employees to build relationships with customers, you have to make sure they are happy too- they aren’t just going to be automatically


R.J. Montes, VP/ Regional Branch Services at Dupaco Community Credit Union

R.J. Montes

VP/ Regional Branch Services
Dupaco Community Credit Union

David Puente, VP of Member Experience at FirstMark Credit Union

David Puente

VP of Member Experience
FirstMark Credit Union

Terri Dawson, Senior EVP / Chief Retail Banking Officer at Pacific Premier Bank

Terri Dawson

Senior EVP / Chief Retail Banking Officer
Pacific Premier Bank

Russ J. Blasius, Senior Vice President - Retail Operations at WESTconsin Credit Union

Russ J. Blasius

Senior Vice President - Retail Operations
WESTconsin Credit Union

Michael Serao, EVP, COO at First Central Savings Bank

Michael Serao

EVP, COO
First Central Savings Bank

Track B: Sales Enablement

2:25 pm - 2:35 pm Chairperson’s Afternoon Remarks
If you are interested in chairing this track, please reach out to Harvey.golub@wbresearch.com

Track B: Sales Enablement

2:35 pm - 2:55 pm Case Study: Turning Relationships Into Revenue: A How-To Guide for Financial Executives
•Your universal tellers not only need to be able to do easy and complex transactions, but be comfortable with being more of a salesperson
•How can you teach these soft skills so that your employees can get past the basics with your customers? 
•Do your employees know how to build loyalty and deepen customer relationships? Not just smile blankly at them and provide normal customer service?
•Your branch is also meant to be a place where customers learn about new products as well- do your employees ever do more than just simple transactions or are they upselling new things? 
•Do they know how to go after the limited amount of customers that work in


Tracy A. Zepeda, SVP/ Chief of Retail at Opportunity Bank of Montana

Tracy A. Zepeda

SVP/ Chief of Retail
Opportunity Bank of Montana

Track B: Sales Enablement

2:55 pm - 3:05 pm Innovation Spotlight



Track B: Sales Enablement

3:05 pm - 3:15 pm Innovation Spotlight



Track B: Sales Enablement

3:15 pm - 3:45 pm Case Study REMIX: Retail Based Business Lending and it’s Potential to Help Your Business Grow
•Your universal tellers not only need to be able to do easy and complex transactions, but be comfortable with being more of a salesperson
•How can you teach these soft skills so that your employees can get past the basics with your customers? 
•Do your employees know how to build loyalty and deepen customer relationships? Not just smile blankly at them and provide normal customer service?
•Your branch is also meant to be a place where customers learn about new products as well- do your employees ever do more than just simple transactions or are they upselling new things? 
•Do they know how to go after the limited amount of customers that work in


Chuck Frederick, Chief Retail Officer at Academy Bank

Chuck Frederick

Chief Retail Officer
Academy Bank

Track B: Sales Enablement

3:45 pm - 3:55 pm Innovation Spotlight



Track B: Sales Enablement

3:55 pm - 4:25 pm Panel REMIX: Promoting Adoption of Self Service Options
o Establishing a plan to make sure your customer is aware of the ways they can conduct their banking outside the bank or with an ATM (either via marketing or via branch staff)
o Making all of their regular transactions run flawlessly so they don’t think your new systems/structure are a burden
o 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



Rauly Butler, SVP, Retail Banking at Mechanics Bank

Rauly Butler

SVP, Retail Banking
Mechanics Bank

Urjit Patel, EVP at AxiomBank

Urjit Patel

EVP
AxiomBank

Track C: Know Your Network Roundtables (For Financial Institutions Only)

2:25 pm - 3:15 pm Medium Institution Roundtable: Reimagining Products to Beat Mega Banks (20-150 branches)
Meant to facilitate networking amongst peers coming from similarly sized institutions, the sessions in this track will feature topics that are top of mind for each network group. 

Angie Vera-Oliva

EVP & Chief Operations Officer
Lone Star National Bank

Track C: Know Your Network Roundtables (For Financial Institutions Only)

3:15 pm - 4:15 pm Small Institution Roundtable: Keeping Member Experience at the Forefront of Your Branch Updates (Less than 20 branches)
Meant to facilitate networking amongst peers coming from similarly sized institutions, the sessions in this track will feature topics that are top of mind for each network group. 

Fabiola A. Ortiz, Regional Retail Director at Tennessee Valley Federal Credit

Fabiola A. Ortiz

Regional Retail Director
Tennessee Valley Federal Credit

Track D: C-Suite Campfire Chats (For Financial Institutions Only)

2:25 pm - 3:15 pm C-Level Campfire Chat: Tackling Growth in Today’s Financial Environment
Gather around the proverbial fire at one of our campfire chats to hear a short case study or anecdote from a financial institution host, then participate in a group conversation and networking. This track will be for C-Level finance executives only!

Jim Stadler, Executive Vice President, Chief Marketing & Communications Officer at First Midwest Bank

Jim Stadler

Executive Vice President, Chief Marketing & Communications Officer
First Midwest Bank

Track D: C-Suite Campfire Chats (For Financial Institutions Only)

3:15 pm - 3:55 pm C-Level Campfire Chat: High Tech Vs. High Touch and Picking What is Right for Your Institution
Gather around the proverbial fire at one of our campfire chats to hear a short case study or anecdote from a financial institution host, then participate in a group conversation and networking. This track will be for C-Level finance executives only!


Matthew Gaspari, Chief Operating Officer at Tuscon Federal Credit Union

Matthew Gaspari

Chief Operating Officer
Tuscon Federal Credit Union

Track D: C-Suite Campfire Chats (For Financial Institutions Only)

3:55 pm - 4:25 pm C-Level Campfire Chat: Strategic Planning and the Ten Year View of Your Network
Gather around the proverbial fire at one of our campfire chats to hear a short case study or anecdote from a financial institution host, then participate in a group conversation and networking. This track will be for C-Level finance executives only!


Laurie Stewart, CEO at Sound Community Bank

Laurie Stewart

CEO
Sound Community Bank

4:25 pm - 5:05 pm Afternoon Refreshment & Networking Break in the Innovation Hub



5:05 pm - 5:40 pm Guest Keynote: Emotional Intelligence, Mindfulness and Leadership - Four Strategies for Greater Effectiveness

Join Matthew as he outlines the skills of Emotional Intelligence and bridges to neuroscience to help you understand how our brains are hard wired and what you can do to help yourself and your teams to become more adaptable.

Matthew Lippincott, VP of Research at Key Step Media

Matthew Lippincott

VP of Research
Key Step Media

5:05 pm - 5:40 pm Cheers with Peers Craft Beer Tasting ** Invite Only

If you are interested in hosting a private tasting with financial institution executives, please reach out to Harvey Golub at harvey.golub@wbresearch.com for more details

5:40 pm - 5:50 pm End Of Main Day Two Content


5:50 pm - 7:00 pm Branches Biergarten 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 - 7:10 pm End Of Branches Biergarten Bash