Reid Hinaga

As banks continue to evolve their branch networks, ITMs and video banking have emerged as critical tools for enhancing efficiency, expanding service hours, and improving customer experiences. But what does it take to successfully deploy these technologies? In this panel, retail banking leaders will share their experiences, lessons learned, and best practices for rolling out ITMs and video banking. From choosing the right locations to training staff and driving customer adoption, this discussion will help you navigate the challenges and opportunities of digital-first branch transformation. 

• Learn strategies for training staff and integrating these technologies into your branch operations 

• Gain insights on how to drive customer adoption and maximize engagement with ITMs and video banking 

• Discover the cost implications, ROI considerations, and ways to measure success 

• Explore real-world case studies from banks that have successfully implemented these solutions 

At Hawaii State FCU, bringing in new technology doesn’t mean leaving out the personal touch. In this keynote, Patrick Twohy and Reid Hinaga will share how their team is riding the wave of innovation and encouraging digital adoption, while staying anchored in the community. From virtual branches to ITMS, you’ll hear real stories of how they turned tech hesitancy into adoption—and why putting people first makes all the difference when it comes to helping customers grow with you. Whether your team is just dipping a toe in the water or fully diving into transformation, this session will leave you ready to blend high-tech with high-touch— without losing the warmth, hospitality, and trust that define local service. You’ll hear how they brought employees and members along for the ride, how they tackled resistance with compassion, and how they ensured technology enhances, rather than replaces, the human connection. You’ll leave this session ready to: 

• Infuse your digital strategy with your institution’s cultural values 
• Design member experiences that feel both modern and local 
• Plan a digital roadmap that is realistic to customer expectations, needs, and even resistance 
• Roll out new technologies in a way that creates buy-in from employees and members