Hottest Topics of Future Branches Austin 2025: Where Retail Banking Innovation Meets Action
Future Branches Austin 2025 promises to be the most practical and implementation-focused retail banking conference yet. Set for November 18-20 at the JW Marriott Austin, this year's event goes far beyond theoretical discussions about branch transformation. It delivers actionable strategies from over 80 banking leaders who are actively reshaping how financial institutions serve customers through physical and digital channels.
With confirmed speakers from institutions ranging from US Bank to community credit unions with fewer than 10 locations, this event will showcase real-world solutions that work regardless of institutional size. Here's what makes this year's agenda essential for banking leaders ready to turn strategy into results.
Creating Innovation Programs That Actually Work
The conference kicks off with Dakota Crow, Vice President and Head of Innovation Programs at US Bank, delivering "The Innovator's Journey: Navigating Your Path from Inspiration to Transformation.” This keynote goes beyond the typical rhetoric to provide practical frameworks for building innovation programs that deliver measurable results.
Crow's session focuses on creating innovative cultures that work within banking's regulatory environment, offering specific strategies for empowering teams to think creatively while managing risk appropriately. Attendees will learn how to design innovation programs that move beyond pilot projects to scaled implementations, complete with metrics for measuring success and frameworks for sustaining momentum.
Building AI Roadmaps That Lead to Results
AI has become one of the most important topics in the banking industry, and Future Branches Austin will tackle the practical challenges of implementation head-on. Brandon McGee, Chief Digital Strategy Officer at A+ Federal Credit Union, will host a fireside chat called "Building an AI Roadmap: Insights for Banks and Credit Unions.”
This session addresses the gap between AI hype and banking reality, focusing on how smaller institutions can leverage artificial intelligence without massive technology budgets. McGee will share specific examples of AI implementations that have moved beyond pilot stages, including risk-proportionate governance frameworks and practical roadmaps that community banks and credit unions can execute immediately.
The timing is critical. According to a recent report by Future Branches Insights, more than two-thirds of banks and credit unions are either currently using or preparing to use AI in their branches.
At Future Branches Austin, sessions will focus on overcoming key barriers to AI implementation and provide attendees with proven implementation strategies.
Designing Next-Generation Customer Experiences
Howard Meller, President and CEO of People First Credit Union, will deliver the keynote address, "Branch 2030: Designing for the New Expectations of Customers.” This keynote speech reimagines branch experiences in response to generational shifts, heightened personalization expectations, and the growing demand for seamless omnichannel services.
Future Branches Boston 2025 also revealed the following customer insights:
- Customers increasingly expect digital channels to provide personalized, convenient experiences
- Banks and credit unions are focused on giving customers more power and convenience in their digital interactions
- Voice of customer feedback consistently points to desires for more personalized service delivery
Meller's presentation goes beyond demographic analysis to provide specific design principles for creating branches that serve multiple generations simultaneously. Other sessions at the event will teach attendees how to design experiences that accommodate diverse preferences without creating operational complexity.
Strategies for Advanced Service Integration
The future of service will be a hot topic at Future Branches Austin 2025. Leaders from banks and credit unions will showcase groundbreaking customer strategies and innovative service models.
For example, Karen Swiatocha, Head of Contact Center & Retail Transformation and Consumer Bank Executive Vice President at Citizens Bank, will present "Leading Across the Seams: The Mindset and Behaviors Driving the Future of Service.” This keynote address will tackle one of banking's most persistent challenges: breaking down silos to create truly integrated customer experiences.
Swiatocha's session provides specific guidance for evolving contact center roles in a digital-first world, equipping bankers with tools that enable seamless cross-channel customer interactions. Rather than treating channels as separate entities, the presentation shows how to create service models where customer experience serves as the north star for all departments.
The session includes actionable strategies for empowering front-line bankers, integrating service delivery across touchpoints, and building organizational cultures that prioritize customer experience over departmental boundaries.
Data-Driven Branch Transformation at Scale
Gina Bleedorn, President & CEO of Adrenaline, returns to Austin with "Branching Reimagined: Merging Data and Design for Strategic Transformation.” Building on her previous work at Future Branches Boston, this session will focus on implementing large-scale branch transformations using data-driven format decisions and branch archetypes.
With major banks like Chase building 500 new branches by 2027 and PNC increasing its branch investments to $1.5 billion to build 200 new locations, the session addresses how community banks and credit unions can compete with strategic branch optimization.
Bleedorn will share specific methodologies for combining data analytics with innovative design. Those who attend will learn how to create branch format archetypes that maximize return on investment.
The presentation also includes frameworks for right-sizing footprints, deploying changes rapidly across networks, and making informed decisions during mergers and acquisitions. Most importantly, it shows how to leverage branches for cross-selling and customer acquisition in measurable ways.
Virtual Banking Channel Integration
Virtual banking took on new meaning five years ago. It has only continued to expand as a channel thanks to new technologies and high rates of customer adoption.
At Future Branches Austin, Erik Schwink, Vice President of Virtual Member Engagement at SECU MD, will present "Integrating Video Banking and Virtual Branches with In-Person Channels for 24/7 Service.” This session will move beyond basic video banking implementations to show how institutions can create truly integrated service models.
Schwink's presentation will focus on maintaining human connections while extending service hours and geographic reach through virtual channels. The session includes specific strategies for training staff to deliver consistent experiences through video, phone, and in-person interactions, along with technology integration approaches that feel seamless to customers.
Similarly, Reid Hinaga, Senior Vice President and Branch Division Manager at Hawaii State Federal Credit Union, complements this with "Driving Technology and Self-Service Adoption with Aloha,” sharing real stories of encouraging technology adoption while maintaining community connections.
Attendees will learn how to "blend high tech with high touch” without sacrificing concepts like hospitality and community. They’ll even learn how to plan a digital roadmap that incorporates every aspect of the customer expectations, including expectations, needs, and even resistance.
Small Business Banking Excellence
Recognizing that small businesses drive local economic growth, Future Branches Austin will dedicate significant programming to small business banking strategies. Sessions will explore how banks and credit unions can strengthen their small business offerings to drive institutional growth while creating long-term value for business clients.
One session to keep an eye on will be a panel entitled "Investing in Tools and Teams to Strengthen Small Business Banking.” It’s happening on Wednesday, November 19th.
Speakers will address challenges, including building processes that support small business clients, balancing risk management with accessibility, and delivering seamless service across channels. Those who attend will learn about designing specialized products, streamlining loan processes, and leveraging technology to provide personalized support to their small business clients.
Get Practical Insights at Future Branches Austin 2025
What sets Future Branches Austin 2025 apart is its emphasis on practical implementation over theoretical discussion. Every session includes specific action steps, proven methodologies, and real-world case studies from institutions that have successfully executed transformation initiatives. Banking leaders ready to move beyond planning to execution can get the tools, strategies, and connections needed to transform their institutions and drive results.
Download the agenda and register for the event today to secure your place at retail banking's most actionable conference.