Future Branches 2019

November 18 - 20, 2019

Hilton Austin, Austin, TX

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

Finding the right balance of employee engagement and technology within your branch is truly where the opportunity lies to unlock value within your branch network. Your employees need to be well trained and sociable and your tech needs to have a purpose and be easy to use. Join us for Day Two of Future Branches where we will be discussing avoiding bright shiny object syndrome, transitioning to new staffing models and how to give employees the technology they need to get their jobs done.

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 & 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

Join our chair for the day as the set the stage for our morning's content
Jeffrey Baker, President, CCO at Image4

Jeffrey Baker

President, CCO
Image4

8:55 am - 9:15 am Keynote: Using Digital Training Methods to Equip Your Branch Staff with the Interpersonal 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. Audience members will walk away with an understanding of:
  • Why Gina's team was tasked with created this new digital training method?
  • How it was created? What technology was used?
  • How it was rolled out and what early successes have been?
  • What the future of the program looks like for the company

Gina Leach

Executive Director, Learning & Development
Chase Bank

9:15 am - 9:35 am C-Level Keynote: Reimagining Your Branches: Does Your Customer Come into Your Branch to Talk to a Machine?

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 session with CEO Brad Green - who leads the strategy for reimagining branches at Listerhill Credit Union- he will be talking about:
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: Retail Business Lending and its Potential Impact on Growth

Is your bank or credit union looking to drive growth without adding branches? Make sure to sit in on this session with Chuck Frederick, Chief Retail Officer at Academy Bank. In order to move smaller business/commercial loans out of the commercial lenders world and allow them to pursue larger commercial relationships, Academy Bank has implemented a business banker line of business that integrates into their technology centers to drive business loans and deposits. The program has generated millions in deposits which has self-funded the millions in loans they have put on the books. Learn the steps taken by Chuck and his team to make this happen, such as: 

-Training their retail branch managers to become business banking certified which puts a focus on the specific area the bank is looking to become known for in the markets they serve
-Having these now certified employees engage with business customers and partner with business, TM and commercial bankers to drive referrals 
-Building an incentive plan around business deposits and loans to drive specific behaviors 

Chuck Frederick, Chief Retail Officer at Academy Bank

Chuck Frederick

Chief Retail Officer
Academy Bank

9:20 am - 9:45 am Morning Keynote Q&A

Please join our three keynotes from this morning as they answer your questions on their sessions!

Chuck Frederick, Chief Retail Officer at Academy Bank

Chuck Frederick

Chief Retail Officer
Academy Bank

10:10 am - 10:50 am 'Let's Get Fizz-ical' Morning Networking Break In The Innovation Hub

Join fellow attendees in our innovation hub to discuss yesterday’s content and plan the day ahead. Make sure to grab a mimosa and make those connections you haven’t had a chance to yet!

10:50 am - 11:10 am Fireside Chat: 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
Along with two credit union executive panelists

Bill Budde, Vice President of Product Marketing at Hyosung

Bill Budde

Vice President of Product Marketing
Hyosung

Aaron Vallely, VP of Retail Experience at Hawaii State Federal Credit Union

Aaron Vallely

VP of Retail Experience
Hawaii State Federal Credit Union

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 - 12:00 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

Erin Kolb, Senior Director, Global ATM Network Product Management at Visa

Erin Kolb

Senior Director, Global ATM Network Product Management
Visa

1.        Gilmore Group Roundtable
Arthur Gilmore, President andCEO, Gilmore Group

2.        Transformational Bank Technology that Works
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.        Level 5 Roundtable

5.        Protect Your Branch: An Honest Discussion About Deposit Fraud
Jordan Bothwell, Senior Business Development Manager, Advanced Fraud Solutions
Matthew Bartell, Business Development Manager, Advanced Fraud Solutions

6.        AGI Roundtable

7.        Diamond Communication Solutions
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

Jordan Bothwell, Senior Business Development Manager at Advanced Fraud Solutions

Jordan Bothwell

Senior Business Development Manager
Advanced Fraud Solutions

Matthew Bartell, Business Development Manger at Advanced Fraud Solutions

Matthew Bartell

Business Development Manger
Advanced Fraud Solutions

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



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, CAO at First Central Savings Bank

Michael Serao

EVP, CAO
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: Hiring and Onboarding for the Universal Banker Role
  • Understanding the role you are hiring for and what the goal of it is
  • Deciding what skills make the most sense for that person to have and developing a profile for the right candidate
  • Figuring out that this role might require a different kind of skillset and thus not necessarily be right for a seasoned bank teller
  • Looking for potential candidates in the right places- where might you find people with those skills?
  • Putting together an onboarding process that trains them properly but also makes them feel like a part of the team 



Jamie Harrison, Chief Retail Officer at Meritrust Credit Union

Jamie Harrison

Chief Retail Officer
Meritrust Credit Union

Track B: Sales Enablement

3:45 pm - 3:55 pm Innovation Spotlight



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

Molly Buchanan

Vice President, Customer Experience Manager
US Bank

Min Yun, Director, Customer Research and Planning at MUFG Union Bank

Min Yun

Director, Customer Research and Planning
MUFG Union Bank

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. 

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: Your Branch’s Role in an Omnichannel World
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!


Mike Randall, President, CEO at Pinal County Federal Credit Union

Mike Randall

President, CEO
Pinal County Federal Credit Union

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

For our last official break in our innovation hub, join us for chats and a champagne Popsicle!

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