Future Branches Austin 2024
December 04 - 06, 2024
Marriott Austin Downtown, 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,
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
Robyn Burkinshaw -
CEO,
Blytzpay
David Nohe -
CEO,
FinGoal
Ramona Ortega -
CEO,
My Money, My Future
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. Ramona Ortega, CEO & Founder, My Money, My Future
Moderated By: Elizabeth Robillard, Program Director, Future Branches
9:30 am - 9:55 am
Keynote: Taking on the Branchless Bank: What’s at Stake for Your Business?
Derrick Chambless -
Vice President,
Centric Federal Credit Union
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?
9:55 am - 10:30 am
Tonight Show Panel: The Future of Retail Bank Technology From the Perspective of Different Sized Institutions
Marc Trull -
Director of Branch Operations,
Champion Credit Union
Brandi Britton -
Vice President | Self and Assisted Service Channel Manager,
Comerica
Daniel Hassman -
Chief Operations Officer, EVP,
Northwest Bank
Slaven Bilac -
President & CEO,
Agent IQ
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?
10:30 am - 11:20 am
Future Branches Innovators Showcase and Awards Ceremony
Elizabeth Robillard -
Event Director,
Future Branches
Pierre Cardenas -
CEO,
Capitol Credit Union
Steve Hamilton -
Designer in Residence,
Ponce Bank
Michael Lee -
President/CEO,
KCT Credit Union
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
· Daniel Parsons, BCU
· Andy Joneson, MCCU
· Mike Lee, KCT Credit Union
Audience Voting
2. Most Effective Branch Technology Implementation
· Elizabeth Rose, Vibrant Credit Union
· Pierre Cardenas, Capitol Credit Union
· Kelley Jacobson, Yolo Federal Credit Union
Audience Voting
3. Best Revamped Staffing Model
· Steve Hamilton, Ponce Bank
· Richard Paige, Vantage West
· Kelley Showerman, MSUFCU
Audience Voting
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
Lisa Huertas -
Chief Experience Officer,
Texas Tech Federal Credit Union
•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
12:15 pm - 12:45 pm
Panel: Picking the Right Teller Machine Technology for Your Branch
Matthew Gaspari -
Chief Operating Officer,
Tuscon Federal Credit Union
Min Yun -
Director, Customer Research and Planning,
MUFG Union Bank
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?
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.
1:40 pm - 3:00 pm
Site Tour A: RBFCU Domain Branch
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!)
Mark Allen Matthews
Senior Vice President of Operations - Austin/DallasRBFCU
Anna Postelle
Regional Vice PresidentRBFCU
1:40 pm - 3:00 pm
Site Tour B: Capitol Credit Union Downtown Austin Branch
Pierre Cardenas -
CEO,
Capitol Credit Union
Victoria Aguilar -
Director Of Member Experience & Branch Operations,
Capitol Credit Union
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!)
1:40 pm - 3:00 pm
Site Tour C: LUSH Downtown
Rachel Levy -
Austin Store Manager,
LUSH
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!)
