Future Branches Connect is a private, invite-only virtual event bringing together senior-level retail and branch operations leaders from banks and credit unions for a collaborative discussion on branch transformation 2.0.
The mission of Future Branches Connect is to provide an interactive, high-level platform for the exchange of ideas, best practices and timely perspectives on moving beyond these turbulent times.
Attendees receive access to all educational content (fireside chats, panels, keynotes, think tanks, and roundtables) delivered by other senior executives and get the opportunity to have pre-scheduled 1-to-1 meetings with solution providers who can help you accelerate your branch transformation.
Laurie Stewart
CEO | President
Sound Community Bank
Keith Hoskins
Executive Vice President Branch Operations
Navy Federal Credit Union
Robert Sims
SVP Core Retail Bank
Hancock Whitney
Dana Giove
Senior Vice President, Retail Development Director
Banner Bank
Ario Heshmatzadeh
Director – Frontline Tools & Enablement, Strategy & Transformation
CIBC
Maureen Flaherty
CMO
Kennebunk Savings Bank
Karen Ortiz
COO
First Financial Credit Union
Lisa Colangelo
SVP
Coast Capital Savings
Chip Griffith
Central Regional President
OneAZ Credit Union
Chris Groshko
SVP, Chief Retail Officer
Advantis Credit Union
Misti Mostiller
EVP, Director, Consumer Strategy & Innovation
Extraco Banks
Aaron Young
SVP, Branch Operations/Retail Banking
Credit Union of Southern California
Kim Oblak
VP, Chief Retail Officer
LA Financial Credit Union
Eric Oterson
Senior Vice President, Service and Sales Management
Jovia Financial Credit Union
Shawn Premer SPHR, SHRM-SCP
Chief Human Resources Officer,
Consumers Credit Union
Carlos Noriega
AVP Branch Administration
United Nations Federal Credit Union
Hope Pearson
VP of Retail Banking
Fleetwood Bank
Jamie Denunzio PHR/SHRM-CP
Chief Operating Officer
Riverfront Federal Credit Union
"The sessions provide content that is relevant, the vendors bring solutions that address the needs and the connections made are invaluable."
Brian Eitniear
SVP
First Federal Bank
"Amazing experience at Future Branches! It was so refreshing to sit down with a group of my peers to talk about the issues that we’re all facing. I had a number of good conversations and interesting takeaways."
Daniel Hassman
Chief Operating Officer
Northwest Bank
"Future Branches is a great forum where I can find answers for my branch. It was really interesting to meet and hear from peers that share the same challenges that I do. I learned so much!"
Derrick Chambless
Vice President
Centric Federal Credit Union
All Session times displayed in Eastern Time
12:30 pm - 12:40 pm
12:30 pm - 12:40 pm
12:40 pm - 12:50 pm
12:40 pm - 12:50 pm
12:50 pm - 1:20 pm
12:50 pm - 1:20 pm
Maureen Flaherty, CMO, Kennebunk Savings Bank
Jamie Denunzio PHR/SHRM-CP, Chief Operating Officer, Riverfront Federal Credit Union
Aaron Young, SVP, Branch Operations/Retail Banking, Credit Union of Southern California
Technology is impacting consumer preferences and companies have to move faster than ever to adopt new technology with a customer-centric mindset. Especially given the rush towards digital capabilities during the beginning of the pandemic. But, customers also want personalization—In an increasingly online world with self-service on the rise, customers are still looking for a 1 to 1 relationship and a personal touch. Especially with the institution that safeguards their money. Takeaways from this session will include:
Maureen Flaherty, CMO, Kennebunk Savings Bank
1:20 pm - 1:40 pm
1:20 pm - 1:40 pm
1:40 pm - 2:00 pm
1:40 pm - 2:00 pm
Robert Sims, SVP Core Retail Bank, Hancock Whitney
Robert Sims, SVP Core Retail Bank, Hancock Whitney
2:00 pm - 2:20 pm
2:00 pm - 2:20 pm
2:20 pm - 2:50 pm
2:20 pm - 2:50 pm
Eric Oterson, Senior Vice President, Service and Sales Management, Jovia Financial Credit Union
Chip Griffith, Central Regional President, OneAZ Credit Union
Carlos Noriega, AVP Branch Administration, United Nations Federal Credit Union
Given the impact of coronavirus, many of you have had to complete digital transformation projects in 2 months as opposed to the two years you had them planned out for. You’ve had to AGGRESSIVELY educate customers on how to use ITM’s and drive thru’s for basic transactions and have had to ramp up video conferencing capabilities and completely rethink AGAIN what your branches are for. As we work through re-opening branch lobbies in some states, it’s clear there is no going back. There is only going FORWARD.
Eric Oterson, Senior Vice President, Service and Sales Management, Jovia Financial Credt Union
Adelbert Spaan, Executive Vice President, Retail Network, Treasury Management, First American Bank
2:50 pm - 3:10 pm
2:50 pm - 3:10 pm
3:10 pm - 3:40 pm
3:10 pm - 3:40 pm
Dana Giove, Senior Vice President, Retail Development Director, Banner Bank
Kim Oblak, VP, Chief Retail Officer, LA Financial Credit Union
According to research by Adobe Analytics, 50%+ of consumers, including Millennials and Gen Z, still visit branches at least monthly. 72% of Gen Z consumers visit a branch at least once a month. That’s more than any other age group, according to this 2019 study of 1,000 consumers. And 60% of Millennials say the same. If this continues to be the case, can you close branches? If you have a branch network serving a market, the answer is likely yes, but you have to do so carefully. Our panelists will walk us through what the branch closure or moving process looks like and how they do this with the least amount of upset
Kim Oblak, VP, Chief Retail Officer, LA Financial Credit Union
Cindy Huntley, Executive Vice President, Chief Banking Officer, Heritage Bank
3:40 pm - 4:00 pm
4:00 pm - 4:20 pm
4:00 pm - 4:20 pm
Misti Mostiller, EVP, Director, Consumer Strategy & Innovation, Extraco Banks
Previous spending on costly renovations & new technology have made your branches more of a cost center for the business in the past couple of years, but there is massive opportunity to streamline and optimize things across your network to ensure great profits. Which will be incredibly necessary to avoid acquisition as the pandemic continues to affect us. That can be done by cutting down on operating costs and creating efficiencies across your branches. Join this fireside to hear more about how one institution has been approaching optimization. Expect to hear answers to questions like:
Misti Mostiller, Executive Vice President, Director of Consumer Banking & Enterprise Innovation, Extraco Bank
4:20 pm - 4:25 pm
4:20 pm - 4:25 pm
4:25 pm - 5:10 pm
4:25 pm - 5:10 pm
5:10 pm - 5:10 pm
5:10 pm - 5:10 pm
5:10 pm - 5:50 pm
5:10 pm - 5:50 pm
5:50 pm - 5:50 pm
5:50 pm - 5:50 pm
11:30 am - 12:30 pm
11:30 am - 12:30 pm
Specially designed for executives who have seen it all and are looking to shake things up, these sessions will be led by those in the industry who are thinking outside the box in order to figure out the future of branch innovation within the banking industry.
12:30 pm - 12:35 pm
12:30 pm - 12:35 pm
12:35 pm - 12:45 pm
12:35 pm - 12:45 pm
12:45 pm - 1:15 pm
12:45 pm - 1:15 pm
Keith Hoskins, Executive Vice President Branch Operations, Navy Federal Credit Union
Rampant shuttering of branches has slowed down in the past two or three years and now, banks are even starting to open some branches. Even despite the pandemic, banks, while closing branches, continue to open new ones. Why? Because branches still remain the best way for a bank to enter a new market and they are the biggest sources of revenue for a bank. But, during this time of continued virtual connection, how do you start bringing new money in from existing and new clients?
Are you growing? What is the overall vision for your growth?
1:15 pm - 1:35 pm
1:15 pm - 1:35 pm
There are many ways that your customer’s very sensitive information can be obtained in security breaches both outside of your branches and within. How can you make sure that you are doing everything you keep this information safe while also innovating and trying to implement new technology? Join this keynote to hear more about:
Managing the threat of security breaches while providing your customer’s with the experience they want
1:35 pm - 2:05 pm
1:35 pm - 2:05 pm
Lisa Colangelo, SVP, Coast Capital Savings
Karen Ortiz, COO, First Financial Credit Union
Today’s consumer is…. STRESSED. Constantly. And you know what stresses them out more than thinking about their job, their relationships or their living situation? MONEY. Considering your institution was designed to help consumers deal with their money and make smarter financial decisions, don’t you think you’d be wise to step in and help educate and inform? While many banks and credit unions have established financial literacy and education programs, is there anything more your institution can be doing?
Lisa Colangelo, SVP, Coast Capital Savings**
Karen Ortiz, COO, First Financial Credit Union
2:05 pm - 2:25 pm
2:05 pm - 2:25 pm
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. The first step involves understanding what customer data you need to accomplish this ‘personal’ experience and why. Then, you can use the more in depth data you can collect from them to really give them what they want and need. During this keynote, expect to hear:
2:25 pm - 2:55 pm
2:25 pm - 2:55 pm
Chris Groshko, SVP, Chief Retail Officer, Advantis Credit Union
Hope Pearson, VP of Retail Banking, Fleetwood Bank
Laurie Stewart, CEO | President, Sound Community Bank
Pre-pandemic, there was a shift in focus towards creating branches that were focused on relationship building & not on transactions. The pandemic has only ramped up the need to shift ALL transactions to drive thrus, ATMs/ITMs or digital channels. Banks like PNC, Regions & Bank of America are closing their current bloated branches and developing more functional digital first & agile locations where customers can make appointments to come and test out new digital products and have meaningful conversations with digital & sales minded bank employees. Let’s talk about what the REAL branch of the future will look like and if you see if permanently replacing the branches you currently have.
2:55 pm - 3:15 pm
2:55 pm - 3:15 pm
What better advertising can you have than an actual physical reminder to your customers that you are present in their community and ready to serve them if they need help? Branches need to change and become places for advisory conversations, but, can’t they also exist as a brand builder in new markets or a way to unveil a new logo and color scheme? And yes, your ATM’s are KEY to meeting customer needs in locations where you might not have branches, but can’t they also help promote you a little bit as well? Join this session to hear how to be capitalizing on an often overlooked branch benefit.
3:15 pm - 3:45 pm
3:15 pm - 3:45 pm
Shawn Premer SPHR, SHRM-SCP, Chief Human Resources Officer,, Consumers Credit Union
Ario Heshmatzadeh, Director – Frontline Tools & Enablement, Strategy & Transformation, CIBC
There is no reason for your branch staff to fear AI and Automation. These technologies are being added to your branches in order to make their lives easier and help customers in a more efficient way. In fact, automation removes some of the routine responsibilities that they might have and will allow to them have more in depth conversations with customers. Automation can make everything from customer onboarding to data entry to loan approval easier than it’s ever been. Having these things automated will make branch employees lives easier. AI & Automation can also help provide employees with a personalized view of each customer that walks in the door- augmenting their ability to provide assistance. So fear is not necessary- instead, excitement should be felt by branch employees who will only be helped by new technology such as this! Join this fireside chat to hear how one institution is using this new technology to help employees and improve customer experiences.
Shawn Premer, SPHR, SHRM-SCP, Chief Human Resources Officer, Consumers Credit Union
3:45 pm - 3:45 pm
3:45 pm - 3:45 pm
"Wonderful opportunity to see, hear and understand how bank's are adapting their branches based on the significant changes taking place in our industry. "
Dave Schwertfeger
Senior Director Channel Optimization
CIBC