The Invite-Only Event For Senior-Level Banking & Credit 
Union Branch Executives

June 15 - 16, 2021 | 12:30pm ET

Future Branches Connect Virtual Event

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.

A Unique Experience


The Future Branches Connect Virtual Event is an online forum mirroring our in-person events. We’re bringing you exclusive knowledge from top-notch industry leaders at the touch of a button.

Here's what you get when you attend:

Pre-Scheduled 1:1 Meetings

See someone on our attendee list you want to meet? Mutually matched and pre-scheduled 1:1 meetings with your prospects and peers make it easy to further business. No more fruitless conversation. No more tradeshows.

Executive-Level Content

We provide custom-made, high-level content that fosters a fruitful dialogue amongst participants. Engage in in-depth discussions on how senior executives are leading the charge, to provide you with a rare chance to benchmark against the biggest brands in the country.

Exclusive Networking

Meet only the most senior-level executives in an intimate and interactive environment at our breakout rooms, 1:1 meetings, roundtables, and more.

Our Speakers. Your Visionaries.

Laurie Stewart

Laurie Stewart

CEO | President

Sound Community Bank

Keith Hoskins

Keith Hoskins

Executive Vice President Branch Operations

Navy Federal Credit Union

Robert Sims

Robert Sims

SVP Core Retail Bank

Hancock Whitney

Dana Giove

Dana Giove

Senior Vice President, Retail Development Director

Banner Bank

Ario Heshmatzadeh

Ario Heshmatzadeh

Director – Frontline Tools & Enablement, Strategy & Transformation

CIBC

Maureen Flaherty

Maureen Flaherty

CMO

Kennebunk Savings Bank

Karen Ortiz

Karen Ortiz

COO

First Financial Credit Union

Lisa Colangelo

Lisa Colangelo

SVP

Coast Capital Savings

Chip Griffith

Chip Griffith

Central Regional President

OneAZ Credit Union

Chris Groshko

Chris Groshko

SVP, Chief Retail Officer

Advantis Credit Union

Misti Mostiller

Misti Mostiller

EVP, Director, Consumer Strategy & Innovation

Extraco Banks

Aaron Young

Aaron Young

SVP, Branch Operations/Retail Banking

Credit Union of Southern California

Kim Oblak

Kim Oblak

VP, Chief Retail Officer

LA Financial Credit Union

Eric Oterson

Eric Oterson

Senior Vice President, Service and Sales Management

Jovia Financial Credit Union

Shawn Premer SPHR, SHRM-SCP

Shawn Premer SPHR, SHRM-SCP

Chief Human Resources Officer,

Consumers Credit Union

Carlos Noriega

Carlos Noriega

AVP Branch Administration

United Nations Federal Credit Union

Hope Pearson

Hope Pearson

VP of Retail Banking

Fleetwood Bank

Jamie Denunzio PHR/SHRM-CP

Jamie Denunzio PHR/SHRM-CP

Chief Operating Officer

Riverfront Federal Credit Union

Word On The Street

Invaluable Connections

"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

"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

Great Takeaways

"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

Future Branches Connect Virtual Event Agenda

 All Session times displayed in Eastern Time

Day One - June 15, 2021

  • 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:

    • What customer facing or customer centered technology have you invested in within the past couple of years? What customer problem led you to investing in this technology?
    • How can you be more human in your interactions (even if they are digital) and deliver more personalized and authentic communications?
    • What kind of messaging/channels can you use? What kind of language should be used?
    • What does it mean to move away from transactions and towards meaningful engagement?
    • What do customers want brands to know about them—and what do they want from you in return?
    • How do you make sure any human manned customer service channels are staffed with employees who are fully trained on providing the best possible experiences?
    • How can you make sure that your customers are satisfied with the mix of high tech & high touch you’ve set up?

    Maureen Flaherty, CMO, Kennebunk Savings Bank

    Learn more
  • 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

    • Understanding how innovation will set your organization apart from the competition.
    • Understanding the types of innovation and digital tools you should invest in to keep up with competition
    • Fostering internal behaviors that promote creativity and innovation
    • Working alongside risk and compliance departments to keep customer information safe while pushing innovation forward
    • Giving your team the room to be flexible and autonomous
    • Creating internal conditions that are conducive to innovation


    Robert Sims, SVP Core Retail Bank, Hancock Whitney

    Learn more
  • 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.

    • How are you going to take what you’ve learned through this process and apply it to your plans for your branches in the future?
    • What digital products did you invest in during COVID that you think will continue to improve CX event after COVID is over?
    • How do you approach the new normal? What nonessential processes can you leave behind?


    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

    Learn more
  • 2:50 pm - 3:10 pm

    2:50 pm - 3:10 pm

    • Using digital signage to provide real time updates to pertinent banking information
    • Ensuring customer engagement with relevant content, offers & stories that relate directly to them and even combining that with live beacon ads that ping them on their cells phones as they wait to talk to a branch staff member
    • Excellent branding opportunity and way to present new products and services
    • Able to be personalized based on location and community
    Learn more
  • 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

    Learn more
  • 3:40 pm - 4:00 pm

    3:40 pm - 4:00 pm


    Learn more
  • 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:

    • What technology can you implement to cut down on customer wait time?
    • How can you streamline processes like loan applications or customer onboarding?
    • What are some of the ways you can make your employees jobs easier?


    Misti Mostiller, Executive Vice President, Director of Consumer Banking & Enterprise Innovation, Extraco Bank

    Learn more
  • 4:20 pm - 4:25 pm

    4:20 pm - 4:25 pm

  • 4:25 pm - 5:10 pm

    4:25 pm - 5:10 pm

    1. Roundtable: Hosted by Reflexis (Zebra)
    2. Roundtable: Using Biometric Technology in Branch to Make Things More Secures
    3. Roundtable: Offering Financial Wellness Apps & Programs
    Learn more
  • 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

Day Two - June 16, 2021

  • 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.

    Learn more
  • 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?

    • How are you leveraging the branch in your overall growth strategy?
    • How can you compete against FinTechs and large tech behemoths who are all encroaching on your potential business?
    • How are you calculating branch ROI? Does growth potential have something to do with it
    Learn more
  • 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:

    • Putting infrastructure in place to monitor suspicious activity
    • Working with the best possible network security vendors for your branches and ATM network
    • Finding technical solution integrations that work well together and won’t expose your customer’s information
    • Educating your staff so they understand the nature of data breaches and how they can best be prepared

    Managing the threat of security breaches while providing your customer’s with the experience they want

    Learn more
  • 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?

    • What are some of the reasons you’ve started focusing on financial literacy for your customer/member and/or employees?
    • What are some of the initiatives you’ve undergone to help promote financial literacy?
    • How did you decide on these particular initiatives/programs?
    • How do share these initiatives with your customers? How involved have your employees been in these programs?
    • What have been some of the results?
    • Do you think a focus on financial literacy can help you attract new business and grow going forward?
    • How do you balance a genuine message promoting financial education while also potentially marketing products for your customers to use?
    • Do you see financial literacy and education as a key piece of the puzzle for the future of branch relevance?


    Lisa Colangelo, SVP, Coast Capital Savings**

    Karen Ortiz, COO, First Financial Credit Union

    Learn more
  • 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:

    • The kinds of technology needed to accomplish a personalized connection with customers
    • What kind of training your employee needs to go through in order to be ready for this personalization
    • How your branch design needs to change to facilitate these personalized interactions. 
    • The marketing methods you should be using to offer meaningful advice & product suggestions to customers
    Learn more
  • 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.

    Learn more
  • 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.

    Learn more
  • 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

    Learn more
  • 3:45 pm - 3:45 pm

    3:45 pm - 3:45 pm

Word On The Street

WORLD CLASS CONTENT

"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

INSIGHTS FOR GROWTH

"I enjoyed the variety of presentations on topics relevant to our industry/market today.  Content is real and actionable.  Q&A opportunities make it possible to expand understanding."  

Kris King
VP of Retail Operations
WSECU

AN OPEN IDEA EXCHANGE

"I found the sessions to be very informative and was able to bring back valuable information to my team."

Brian Eitniear
SVP, Corporate Services,
First Federal Bank of the Midwest

All Of The Major Players In One Place

Let’s Connect & Create A Custom Experience

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Hi, I'm Rachel! I'm your Sponsorship Director for Future Branches Connect Virtual Event. Reach out by clicking the button below and I’ll be in touch within 24 hours. Looking forward to connecting!

Our Audience Breakdown

Our Sponsors

How Our Virtual Events Work

Participating in a virtual event is easy. Once you and your team register, each of you will receive a link to access the presentations. You can also add the event to your Outlook or other calendar as a reminder. You do not need to download or install any software to participate. All you need is Internet access. The sessions will be recorded, and will be available for a limited time afterwards. It’s going to be a great event!

This event is exclusively for practicing executives from banks, credit unions and financial institutions. Solution providers to these organizations and others will not be allowed to attend. Please register with your full company name and your corporate email address or you risk not gaining admittance. WBR reserves the right to not admit registrants based on company type.