Virtual Event:
Branch Networks Evolve to Meet the Needs of Modern Customers
January 27, 2021 | 12:00pm ET | 9:00am PT
Find Your Next Big Idea at Our January 2021 Virtual Event
There is a new level of uncertainty about the future of physical branches, especially with regard to consumer habits and expectations. Now, branch leaders must adapt to a future where in-branch services and resources will continue to evolve.
Discover how industry leaders are adapting their branch networks, building resiliency, and preparing their teams for a new future in banking. Join the Future Branches Community on January 27 for a full day of incredible content. Team up with speakers from all backgrounds of banking, and get the hard questions answered in real-time with Q+A opportunities.
Our Speakers. Your Visionaries.
Colleen Vukelic
Managing Director, US Business & Process Optimization
BMO Harris Bank
Judy Helm
SVP, Director of Retail Sales & Marketing
American Bank of Commerce
Michelle Kile
SVP, Retail Banking
Bank Hometown
John O'Brien
Head of Direct Banking
permanent tsb
Anika Davis
AVP – Member Experience
Associated Credit Union
Benjamin Maxim
Assistant Vice President of Digital Strategy & Innovation
MSU Federal Credit Union
Melissa Bieler
VP, Retail Strategy and Distribution Manager
Penn Community Bank
Sérgio Magalhães
Director of Channels Development
Millennium bcp
Eric Hilaire
Chief Retail Officer
Tulsa Federal Credit Union
Elissa Riddell
Head of Marketing
Coconut Software
Sidra Berman
Chief Marketing Officer
TimeTrade SilverCloud
D.J. Haskins
Vice President, Marketing
TimeTrade SilverCloud
Chris Rand
Virtual Event Producer & Research Manager
Future Branches | WBR Insights
January 27, 2021 (EST)
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12:00 pm - 12:05 pm
12:00 pm - 12:05 pm
Opening Remarks
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12:05 pm - 12:30 pm
12:05 pm - 12:30 pm
Shaping Future Branch Formats and Design
John O'Brien, Head of Direct Banking, permanent tsb
Benjamin Maxim, Assistant Vice President of Digital Strategy & Innovation, MSU Federal Credit UnionLearn moreFrom the point of branch entry to point of departure, in-branch customer and member experiences are transforming for the better. This session takes a look at how branch formats, designs, and functions are evolving to meet new consumer expectations.
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12:30 pm - 12:50 pm
12:30 pm - 12:50 pm
The Power of Humanizing Banking: Why Personalized Experiences Work
Elissa Riddell, Head of Marketing, Coconut Software
Learn moreHow can banks and credit unions balance between low value but necessary transactions and high value advisory solutions, and delivering those activities in the “channel of comfort” for the individual clients?
Customers want to spend their limited time on people and experiences they find valuable. Inefficient processes often leave consumers feeling as though they are not being prioritized but rather digit in line for their turn. As a financial institution, it is important to demonstrate your value for them by personalizing your engagements to humanize your interactions.
We’ll cover off the following key concepts:
- Importance of personalization in humanizing banking
- Understanding when to automate and when to humanize interactions
- Creating engagements opportunities that customers want
- The risk of not measuring and monitoring interactions
Join this webinar to better understand why and how to humanize the engagement experience for your current and prospective customers.
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12:50 pm - 1:15 pm
12:50 pm - 1:15 pm
Personalizing Experiences through Deeper Customer & Member Insights
Anika Davis, AVP – Member Experience, Associated Credit Union
Elissa Riddell, Head of Marketing, Coconut SoftwareLearn moreBranch leaders can no longer shape customer and member experiences based on instincts and outside influences alone. This session provides insights into how to use customer and member data to create better personalized experiences, and drive efficiencies in the core processes those involve.
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1:15 pm - 1:35 pm
1:15 pm - 1:35 pm
Digital + Human: Branches Must Close the Gaps in Their CX Strategy
Sidra Berman, Chief Marketing Officer, TimeTrade SilverCloud
D.J. Haskins, Vice President, Marketing, TimeTrade SilverCloudLearn moreToday’s customers expect omnichannel experiences requiring branch networks to provide seamless access to information, services and trusted experts wherever and whenever they engage. Yet as banks accelerated their digital transformation last year, many discovered gaps in their online strategy and inefficient customer interactions in the absence of physical branches. This session highlights best practices for breaking down silos to deliver exceptional customer experiences across all channels – self-service (digital), contact centers (phone, live chat), or specialized “expert” interactions (in-person, video or phone) – so that banks can continue to deliver the human touch in a socially distanced world.
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1:35 pm - 2:00 pm
1:35 pm - 2:00 pm
Building Resiliency into Future Branch Strategies
Eric Hilaire, Chief Retail Officer, Tulsa Federal Credit Union
Colleen Vukelic, Managing Director, US Business & Process Optimization, BMO Harris BankLearn more2020 taught us that macro-level disruptions can impact individual branch performance and revenue—without warning, and with little recourse for individual branches. But branch networks on a whole have proved resilient as they continue to play critical roles in the lives of their customers or members. This session investigates the aspects of physical branches that lend themselves to creating a more resilient branch network.
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2:00 pm - 2:25 pm
2:00 pm - 2:25 pm
Forecasting the Evolution of In-Branch Services
Benjamin Maxim, Assistant Vice President of Digital Strategy & Innovation, MSU Federal Credit Union
Melissa Bieler, VP, Retail Strategy and Distribution Manager, Penn Community BankLearn moreAs consumers’ financial needs and expectations change, so must branch services in order to deliver on those needs and expectations. Branches must evolve alongside consumers’ at-home digital habits to add value to customer and member relationships as well. This session identifies and evaluates future branch services as these market realities evolve.
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2:25 pm - 2:50 pm
2:25 pm - 2:50 pm
Repurposing the Branch for Customer Financial Wellness
Colleen Vukelic, Managing Director, US Business & Process Optimization, BMO Harris Bank
Judy Helm, SVP, Director of Retail Sales & Marketing, American Bank of CommerceLearn moreForrester describes the perception that consumers are shifting to digital-only as a mistake—their analysts believe branches will become central locations for customers and members to engage for meaningful conversations and services that support financial wellness. This session investigates opportunities for improving customer and member engagement in these contexts.
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2:50 pm - 3:15 pm
2:50 pm - 3:15 pm
Visualizing Successful Programs for Financial Education
Michelle Kile, SVP, Retail Banking, Bank Hometown
Sérgio Magalhães, Director of Channels Development, Millennium bcpLearn moreBanks and their customers or members agree that those customers or members need access to better resources for financial education. But not everyone agrees on what are the best subjects, formats, and methods of engagement for such programs. This session explores opportunities to provide customers and members with more desirable and timely resources for financial education.
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3:15 pm - 3:20 pm
3:15 pm - 3:20 pm
Closing Remarks
Word On The Street
"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
Kris King
Brian Eitniear
SVP, Corporate Services,
First Federal Bank of the Midwest
All Of The Major Players In One Place
Our Audience Breakdown
Let’s Connect & Create A Custom Experience
Leading Content. Zero Cost. Zero Travel.
Leading Content. Zero Cost. Zero Travel.
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How Our Virtual Events Work
This event is exclusively for practicing banking executives from appropriate organizations. 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.
