Future Branches 2019

November 18 - 20, 2019

Hilton Austin, Austin, TX

Day Three: Facing the Future Head On: Are You Ready?

Branch executives are thinking a lot about what the future holds for them. They are trying to understand how disruptors are carving away large portions of their business and how large banks could possibly be considering opening new branches. There is a lot of uncertainty in these times for financial institutions so any move they make is precipitated by a lot anxiety and overthinking. This could be avoided if they could start thinking about how to make their roadmaps adaptable and their strategies more agile so that they are able to quickly adjust to changing consumer behaviors

8:00 am - 8:40 am Continental Breakfast

8:40 am - 8:45 am Welcome Remarks

Elizabeth Robillard, Event Director at Future Branches

Elizabeth Robillard

Event Director
Future Branches

8:45 am - 9:00 am Chairperson’s Opening Remarks

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

9:00 am - 9:30 am Future Branches Bank Tank

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.David Nohe, CEO, FinGoal 

2.Robyn Burkinshaw, CEO, Blytzpay 

3.Company to be Determined

Moderated By: Elizabeth Robillard, Program Director, Future Branches

Robyn Burkinshaw, CEO at Blytzpay

Robyn Burkinshaw

CEO
Blytzpay

David Nohe, CEO at FinGoal

David Nohe

CEO
FinGoal

9:30 am - 9:55 am Keynote: Taking on the Branchless Bank: What’s at Stake for Your Business?

Some banks are taking themselves completely off the grid and going online only in order to downgrade their costs and still provide good banking services. Other banks are starting entirely online to avoid having to put that cost on their bottom-line. Join this session to hear several branchless banks explain their strategy behind going branchless and what this means for your business.
•What are the benefits of branchless banking?
•Do you see potential for the long term success of these companies? 
•Do you see any potential for creating your own branch-less entity, like Goldman Sachs (Marcus) or Chase (Finn)?
•What is your strategy for competing against these companies?


Derrick Chambless, Vice President at Centric Federal Credit Union

Derrick Chambless

Vice President
Centric 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 technology they’ve implemented in their branches. They will each discuss technology they’ve already integrated, what their future investment 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 technology in your branches? 
•Have you rolled this change out to multiple branches or your whole network?
•What do you envision for the technology of your future network?


Marc Trull, Director of Branch Operations at Champion Credit Union

Marc Trull

Director of Branch Operations
Champion Credit Union

Brandi Britton, Vice President | Self and Assisted Service Channel Manager at Comerica

Brandi Britton

Vice President | Self and Assisted Service Channel Manager
Comerica

Daniel Hassman, Chief Operations Officer, EVP at Northwest Bank

Daniel Hassman

Chief Operations Officer, EVP
Northwest Bank

Slaven Bilac, President & CTO at AgentIQ

Slaven Bilac

President & CTO
AgentIQ

10:30 am - 11:20 am Future Branches Innovators Showcase and Awards Ceremony

Our first annual innovators awards will be your chance to nominate your fellow finance leaders who have succeeded in the categories of design, staffing and technology. Finalists, chosen by an independent panel of judges will be announced on the second day of the conference and will have the opportunity to share their project with the audience during this time on Day Three. Attendees will then be asked to vote for the winners for each category, who will then be awarded with a prize! 

1. Outstanding Branch Design
a. Finalist One Pitch
b. Finalist Two Pitch
c. Finalist Three Pitch
d. Audience Voting 

2. Most Effective Branch Technology Implementation
a. Finalist One Pitch
b. Finalist Two Pitch
c. Finalist Three Pitch
d. Audience Voting 

3. Best Revamped Staffing Model
a. Finalist One Pitch
b. Finalist Two Pitch
c. Finalist Three Pitch
d. Audience Voting 



Elizabeth Robillard, Event Director at Future Branches

Elizabeth Robillard

Event Director
Future Branches

11:20 am - 11:50 am Morning Refreshment & Networking Break





11:50 am - 12:15 pm Keynote: Make it Personal: Using the Data You Have to Create Deeply Personalized Customer Experiences in Branch

•Your customer only has so many readily available options when it comes to what they can do with their money
•You need to take this into consideration when planning the experiences they can have with you and make those experiences more personal and efficient
•First step involves understanding what customer data you need to accomplish this ‘personal’ experience and why 
•Using the more in depth data you can collect from them to really give them what they want and need  




Lisa Huertas, Chief Experience Officer at Texas Tech Federal Credit Union

Lisa Huertas

Chief Experience Officer
Texas Tech Federal Credit Union

12:15 pm - 12:45 pm Panel: Picking the Right Teller Machine Technology for Your Branch

Automation is the key to the branch of 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?
•Do ITM’s make sense for your business?
•What metrics can you use to figure this out? Have you tested ITM’s to make sure they would work for your customer?
•Do you really need the capabilities that they offer? 
•Do you have the right staffing model/call center for this to work?
•Are ATM’s still the right fit? How are they working for you? How many do you have?
•Do they have enough capabilities?
•Do they still fit in with your business model and what you’d like to accomplish with your footprint?




Matthew Gaspari, Chief Operating Officer at Tuscon Federal Credit Union

Matthew Gaspari

Chief Operating Officer
Tuscon Federal Credit Union

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

Min Yun

Director, Customer Research and Planning
MUFG Union Bank

12:45 pm - 1:10 pm Future Branches Wrap-Up Session—Top Take-aways in 20 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.

3:10 pm - 3:40 pm Closing Lunch






1:30 pm - 2:00 pm Site Tour Registration

Join us at the Future Branches Registration desk to check in for your chosen site tour.




Join us for the most exciting part of any Future
Branches event: the site tours! Head out for an
afternoon packed with tours to local bank branches
and retail stores around Austin. This is your chance to
see branch innovation in action. Take your pick from
four different tours, and spend the afternoon exploring
new branch tours trends. (Pre-registration is required
for all tours and spots will be limited!)




Mark Allen Matthews

Senior Vice President of Operations - Austin/Dallas
RBFCU

Anna Postelle

Regional Vice President
RBFCU

Join us for the most exciting part of any Future
Branches event: the site tours! Head out for an
afternoon packed with tours to local bank branches
and retail stores around Austin. This is your chance to
see branch innovation in action. Take your pick from
four different tours, and spend the afternoon exploring
new branch tours trends. (Pre-registration is required
for all tours and spots will be limited!)




Pierre Cardenas, CEO at Capitol Credit Union

Pierre Cardenas

CEO
Capitol Credit Union

Victoria Aguilar, Director Of Member Experience & Branch Operations at Capitol Credit Union

Victoria Aguilar

Director Of Member Experience & Branch Operations
Capitol Credit Union

1:40 pm - 3:00 pm Site Tour C: LUSH Downtown

Join us for the most exciting part of any Future
Branches event: the site tours! Head out for an
afternoon packed with tours to local bank branches
and retail stores around Austin. This is your chance to
see branch innovation in action. Take your pick from
four different tours, and spend the afternoon exploring
new branch tours trends. (Pre-registration is required
for all tours and spots will be limited!)




Rachel Levy, Austin Store Manager at LUSH

Rachel Levy

Austin Store Manager
LUSH

1:40 pm - 3:00 pm Site Tour D: To be Confirmed






3:00 pm - 3:10 pm End of Future Branches 2019, see you next year!