Future Branches Austin 2024
December 04 - 06, 2024
Marriott Austin Downtown, 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
Kari Solomonson -
Vice President, Retail Team Leader,
Peoples State Bank
Join your fellow women in finance for a closed door discussion about the future of branch banking.
7:30 am - 8:30 am
Registration & Breakfast In The Innovation Hub
8:30 am - 8:40 am
Welcome Remarks
Elizabeth Robillard -
Event Director,
Future Branches
8:40 am - 8:55 am
Chairperson’s Opening Address
Jeffrey Baker -
President, CCO,
Image4
Join our chair for the day as the set the stage for our morning's content
8:55 am - 9:15 am
Keynote: Using Digital Training Methods to Equip Your Branch Staff with the Interpersonal Skills They Need
Gina Leach -
Executive Director, Learning & Development,
Chase Bank
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
9:15 am - 9:35 am
C-Level Keynote: Reimagining Your Branches: Does Your Customer Come into Your Branch to Talk to a Machine?
Brad Green -
President/CEO,
Listerhill Credit Union
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?
9:20 am - 9:45 am
Keynote: Retail Business Lending and its Potential Impact on Growth
Chuck Frederick -
Chief Retail Officer,
Academy Bank
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
10:10 am - 10:50 am
Morning Mimosa Break in the Innovation Hub
Join fellow attendees in our innovation hub to discuss yesterday’s content and plan the day ahead.
10:50 am - 11:10 am
Fireside Chat: Millennials, Technology and Branch Design
Bill Budde -
Vice President of Product Marketing,
Hyosung
Aaron Vallely -
VP of Retail Experience,
Hawaii State Federal Credit Union
Carolyn J Perla -
Vice President, Retail Banking,
IC Federal Credit Union
Marco Alvarez -
AVP of Branch Strategy,
Apple Federal Credit Union
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 younger demographics?
• How did branch choreography play a part in onboarding members to use new technologies?
• What would you do differently?
• What is next?
11:10 am - 11:50 am
Tonight Show Panel : The Future of Your Staffing Model from the Perspective of Different Sized Institutions
Jamie Harrison -
Chief Retail Officer,
Meritrust Credit Union
Christopher Olinick -
Vice President, Branches, Orlando Region,
Partners Federal Credit Union
Timothy R. Mackay -
EVP – Consumer Banking,
Level One Bank
Isabel Sanchez -
VP of Service and Solutions,
Silver State Schools 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?
11:50 am - 12:10 pm
Keynote: The Strategic Use of Retail ATMs to Expand Branded Points of Presence
Steve Nogalo -
EVP North America Financial Institutions,
Cardtronics
Erin Kolb -
Senior Director, Global ATM Network Product Management,
Visa
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
12:10 pm - 1:20 pm
Branch Technology Roundtable Discussions (Only for Financial Institution Attendees)
Arthur Gilmore -
President & CEO,
Gilmore Group
Cathy Dudley -
Executive Vice President,
First Bank
Carol Clagett -
Director of Customer Success,
CRMNEXT
Rahn Rampton -
Product Manager, Financial Services,
Epson
Jordan Bothwell -
Senior Business Development Manager,
Advanced Fraud Solutions
Matthew Bartell -
Business Development Manger,
Advanced Fraud Solutions
Shon Aguero -
Executive Vice President of Retail,
Landmark Bank
Justin Kroop -
Vice President of Marketing,
Level5
Mike Colvin -
Executive Vice President,
Level5
Joe Gillies -
Vice President Financial Institution Sales,
Diamond Communication Solutions
Dee Dee Simmons -
CMO,
The FITTS Company
Steve Fitts -
Founder & CEO,
The FITTS Company
Christopher Olinick -
Vice President, Branches, Orlando Region,
Partners Federal Credit Union
James Bell -
Senior Vice President of Sales & Marketing,
AGI
1. Top 5 Do's & Don'ts of Branch Transformation
Arthur Gilmore, President and CEO, Gilmore Group
2. Human-Machine Collaboration: Actionable Tips & Tools to Deliver the Ultimate Service Experience
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. The Branch Transformation Journey: Understanding the Landmark Bank Main Office Branch journey with Shon Aguero and Design-Build partner, LEVEL5
Shon Aguero, EVP Retail Banking, Landmark Bank
Justin Kroop Vice President of Marketing Level5
Mike Colvin Executive Vice President Level5
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. Branch Transformation through Facility Branding
James Bell, Senior Vice President, Sales and Marketing, AGI
7. Driving Digital Adoption in Critical Communications
Joe Gilles, Vice President Financial Institution Sales, Diamond Communication Solutions
8. If Your Brand Became a Building, What Would It Look Like and How Would it Function? Bankers and designers, let’s collaborate
Dee Dee Simmons, CMO, The FITTS Company
Steve Fitts, Founder & CEO, The FITTS Company
9. The Future of Your Staffing Model Panel Q&A Roundtable
Christopher Olinick, Vice President, Branches, Orlando Region, Partners Federal Credit Union
1:20 pm - 2:25 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 Elizabeth Robillard - Event Director, Future BranchesIf 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 Kristen Talbott - Senior Vice President - Chief Retail Banking Officer, Tri City National Bank•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
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 Stephen K. Griffin - SVP Branch and ATM Distribution Planning, Regions Bank Pete Daugherty - Director of Client Services, Kiran AnalyticsCustomers 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.
Track A: Customer and Employee Experience
3:15 pm - 3:35 pm Case Study: Best Practices for Rolling out an Updated Banker Model Misti Mostiller - Executive Vice President, Director of Consumer Strategy & Innovation, Extraco Banks• 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 & InnovationExtraco Banks
Track A: Customer and Employee Experience
3:35 pm - 4:15 pm Lets Get Real Panel: Motivating Your Employees To Improve Their Experience R.J. Montes - VP/ Regional Branch Services, Dupaco Community Credit Union David Puente - VP of Member Experience, FirstMark Credit Union Terri Dawson - Senior Executive Vice President and Chief Retail Administration Officer, Pacific Premier Bank Russ J. Blasius - Senior Vice President - Retail Operations, WESTconsin Credit Union Michael Serao - EVP, CAO, First Central Savings Bank•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
Terri Dawson
Senior Executive Vice President and Chief Retail Administration OfficerPacific Premier Bank
Track B: Sales Enablement
2:25 pm - 2:35 pm Chairperson’s Afternoon RemarksIf you are interested in chairing this track, please reach out to Harvey.golub@wbresearch.com
Track B: Sales Enablement
2:35 pm - 3:05 pm Case Study REMIX: Turning Relationships Into Revenue: A How-To Guide for Financial Executives Tracy A. Zepeda - SVP/ Chief of Retail, Opportunity Bank of Montana•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
Track B: Sales Enablement
3:05 pm - 3:35 pm Case Study REMIX: Hiring and Onboarding for the Universal Banker Role Jamie Harrison - Chief Retail Officer, Meritrust Credit Union- 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
Track B: Sales Enablement
3:35 pm - 4:15 pm Panel REMIX: Promoting Adoption of Self Service Options Rauly Butler - SVP, Retail Banking, Mechanics Bank Molly Buchanan - Vice President, Customer Experience Manager, US Bank Min Yun - Director, Customer Research and Planning, MUFG Union Bank Jeffrey Baker - President, CCO, Image4o 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
Molly Buchanan
Vice President, Customer Experience ManagerUS 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) Fabiola A. Ortiz - Regional Retail Director, Tennessee Valley Federal CreditMeant 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 D: C-Suite Campfire Chats (For Financial Institutions Only)
2:25 pm - 3:05 pm C-Level Campfire Chat: Tackling Growth in Today’s Financial Environment Jim Stadler - Executive Vice President, Chief Marketing & Communications Officer, First Midwest BankGather 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 OfficerFirst Midwest Bank
Track D: C-Suite Campfire Chats (For Financial Institutions Only)
3:05 pm - 3:35 pm C-Level Campfire Chat: High Tech Vs. High Touch and Picking What is Right for Your Institution Matthew Gaspari - Chief Operating Officer, Tuscon Federal Credit UnionGather 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!
Track D: C-Suite Campfire Chats (For Financial Institutions Only)
3:35 pm - 4:15 pm C-Level Campfire Chat: Your Branch’s Role in an Omnichannel World Mike Randall - President, CEO, Pinal County Federal Credit UnionGather 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!
4:15 pm - 4:55 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!
4:55 pm - 5:30 pm
Guest Keynote: Emotional Intelligence, Mindfulness and Leadership - Four Strategies for Greater Effectiveness
Matthew Lippincott -
VP of Research,
Key Step Media
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.
5:30 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!