Future Branches 2018

December 03 - 05, 2018

Hilton Austin, Austin, TX

1 (888) 482.6012

Day Three: The Future of Finance and What it Means for Your Branch Network

There has never been a time when retail banks and credit unions needed to differentiate themselves from incredibly stiff competition more than today. Outside of the competition they face from each other, there are also many small agile companies that just solve one piece of the banking puzzle that are coming in the industry to take interactions away from them. Listen to today's speakers and panelists and hear how they are thinking more strategically about the future.

8:00 am - 8:40 am Continental Breakfast


Elizabeth Robillard

Event Director
Future Branches

8:50 am - 9:00 am Chairperson’s Opening Address

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

9:00 am - 9:40 am Future Branches BANK TANK: What’s Next in Branch Innovation?

James Garvey - CEO Self Lender
Want to know what’s next on the horizon? Our live demo competition showcases the latest and greatest new tech. The startups will pitch their tech live in front of the Future Branches audience; then you decide who the next game changer is in the finance world.
1.James Garvey, CEO, Self Lender 
2.Company to be Determined 
3.Company to be Determined


James Garvey

Self Lender

9:40 am - 10:05 am Keynote: 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•How can you make sure that new updates aren’t already outdated by the time you release them?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? 


Ben Hopper

Vice President, Retail Strategy and Transformation
First Tennessee Bank

•What technology can you implement to cut down on customer wait time?
•What are some of the ways you can make your employees jobs easier? 
•How can you more effectively manage customer data and profiles so that you can help them easier? Can you see who your customer is across multiple platforms- digital and offline?
•Can you automate any of your routine back office processes to free up time for your employees to complete more difficult transactions?  
•If you are opening a new branch, or bringing one under your brand umbrella, are their inefficient processes you can shake out while you make changes?


Kelly Hofheins

VP Member Experience
Mountain America Credit Union


Deonne Christensen

Chief Experience Officer,
Mazuma Credit Union


Randy Bresee

Vice President of Member Experience
Rivermark Community Credit Union


Vernon Williams

Vice President, Retail Banking
Bethpage Federal Credit Union

10:40 am - 10:50 am PANEL REMIX Part Two: Driving Operational Efficiency Through Digitization in Branch

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

10:50 am - 11:25 am Morning Refreshment & Networking Break

11:25 am - 11:50 am Keynote: What Now? Picking the Right Fork in the Road for the Future of Your Footprint

The industry is at a massive turning point for branch strategy. Are you ready to decide what is in the cards for your branches? Have you tested out enough capabilities? Do you understand your customers enough? Join this session to hear a credit union executive talk through their plans for the future of their entire footprint through looking at questions like: 
•What questions still remain unanswered when it comes to your footprint?
•Do you have a roadmap in place for the next year? Two years? Five years? Ten years?
•How have your senior leadership reacted to what’s already been accomplished? Do they have ideas for what comes next?
•How can you make your future plans as agile and flexible as possible, given the current pace of change? 

11:50 am - 12:10 pm Fireside Chat: Developing The Ideal Profile for Potential Universal Employees

Deanna Blaise - SVP Director Retail Strategy, North American Strategy Rabobank


Deanna Blaise

SVP Director Retail Strategy, North American Strategy

12:10 pm - 12:35 pm Keynote: Rolling Out Innovation: How to Scale Your Future Branches

•Do you have efficient processes in place to help you scale with ease?
•Have you implement technology or design that will be easy to replicate? 
•How do you roll out these new branches or branch updates fast enough to keep up with changing consumer preferences? 
•Can you make customers still feel like they are getting a personal experience if you roll something out far and wide?
•Do you need to think more holistically about what branches go where? Is it even necessary to scale up with some of your more futuristic branches, or should you pick and choose where they should go?

12:35 pm - 1:05 pm Future Branches Wrap-Up Session—Top Take-aways in 30 Minutes

With three days filled with sessions, how can you ensure that you walk away with a few “golden nuggets” to take back to your organization? This session will help synthesize some of the key take-aways and provide you with a customer experience toolkit to implement upon your return to the office.

1:05 pm - 2:05 pm Closing Lunch

Site Tour A: UFCU Mueller Branch

Join fellow attendees at this BRAND NEW UFCU branch that is now completely teller-less. If you’ve been trying to figure out how to make the teller-less model work for you, this is a tour you need to be on!


Site Tour B: b8ta Store

Learn about this store designed for discovering,
trying, and buying new tech products and then
of course, explore the store and try out some
products yourself!


Site Tour C: Broadway Bank- Congress Avenue: 

Designed to offer the most innovative and convenient customer service, Broadway Bank ushers in a new era in banking with Austin Congress Avenue. Featuring work stations, a bistro complete with iPads and charging stations, a “Smart” ATM and night depository, this new Financial Center offers a portfolio of banking services including commercial real estate, business banking, private banking, wealth management and personal banking. 

Tour Led By:  
Rene Alfaro, Financial Center Network Leader, SVP, Broadway Bank
Karen Mawyer, Senior Executive Vice President, Chief Sales and Service Executive Broadway Bank



Rene Alfaro

SVP, Financial Center Network Leader
Broadway Bank


Karen Mawyer

Senior Executive Vice President, Chief Sales and Service Executive
Broadway Bank

3:30 pm - 3:35 pm End of Site Tours and Future Branches 2018, see you next year!