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

Colleen Vukelic

Managing Director, US Business & Process Optimization

BMO Harris Bank

Judy Helm

Judy Helm

SVP, Director of Retail Sales & Marketing

American Bank of Commerce

Michelle Kile

Michelle Kile

SVP, Retail Banking

Bank Hometown

John O'Brien

John O'Brien

Head of Direct Banking

permanent tsb

Anika Davis

Anika Davis

AVP – Member Experience

Associated Credit Union

Benjamin Maxim

Benjamin Maxim

Assistant Vice President of Digital Strategy & Innovation

MSU Federal Credit Union

Melissa Bieler

Melissa Bieler

VP, Retail Strategy and Distribution Manager

Penn Community Bank

Sérgio Magalhães

Sérgio Magalhães

Director of Channels Development

Millennium bcp

Eric Hilaire

Eric Hilaire

Chief Retail Officer

Tulsa Federal Credit Union

Elissa Riddell

Elissa Riddell

Head of Marketing

Coconut Software

Sidra Berman

Sidra Berman

Chief Marketing Officer

TimeTrade SilverCloud

D.J. Haskins

D.J. Haskins

Vice President, Marketing

TimeTrade SilverCloud

Chris Rand

Chris Rand

Virtual Event Producer & Research Manager

Future Branches | WBR Insights

January 27, 2021 (EST)

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:30 pm

    12:05 pm - 12:30 pm

    John O'Brien, Head of Direct Banking, permanent tsb
    Benjamin Maxim, Assistant Vice President of Digital Strategy & Innovation, MSU Federal Credit Union

    From 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.

    Learn more
  • 12:30 pm - 12:50 pm

    12:30 pm - 12:50 pm

    Elissa Riddell, Head of Marketing, Coconut Software

    How 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.

    Learn more
  • 12:50 pm - 1:15 pm

    12:50 pm - 1:15 pm

    Anika Davis, AVP – Member Experience, Associated Credit Union
    Elissa Riddell, Head of Marketing, Coconut Software

    Branch 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.

    Learn more
  • 1:15 pm - 1:35 pm

    1:15 pm - 1:35 pm

    Sidra Berman, Chief Marketing Officer, TimeTrade SilverCloud
    D.J. Haskins, Vice President, Marketing, TimeTrade SilverCloud

    Today’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.

    Learn more
  • 1:35 pm - 2:00 pm

    1:35 pm - 2:00 pm

    Eric Hilaire, Chief Retail Officer, Tulsa Federal Credit Union
    Colleen Vukelic, Managing Director, US Business & Process Optimization, BMO Harris Bank

    2020 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.

    Learn more
  • 2:00 pm - 2:25 pm

    2:00 pm - 2:25 pm

    Benjamin Maxim, Assistant Vice President of Digital Strategy & Innovation, MSU Federal Credit Union
    Melissa Bieler, VP, Retail Strategy and Distribution Manager, Penn Community Bank

    As 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.

    Learn more
  • 2:25 pm - 2:50 pm

    2:25 pm - 2:50 pm

    Colleen Vukelic, Managing Director, US Business & Process Optimization, BMO Harris Bank
    Judy Helm, SVP, Director of Retail Sales & Marketing, American Bank of Commerce

    Forrester 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.

    Learn more
  • 2:50 pm - 3:15 pm

    2:50 pm - 3:15 pm

    Michelle Kile, SVP, Retail Banking, Bank Hometown
    Sérgio Magalhães, Director of Channels Development, Millennium bcp

    Banks 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.

    Learn more
  • 3:15 pm - 3:20 pm

    3:15 pm - 3:20 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

Our Audience Breakdown

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

Leading Content. Zero Cost. Zero Travel.

Hear Firsthand From Seasoned Innovators, at Zero Cost

Listen to leading experts for an honest, unbiased view of what works now and where the future is headed. Every single session is totally free. This is major value at zero cost.


Get Solutions To Your Most Pressing Problems, Always

Hear from your industry peers about their recent successes, as well as solution providers about the leading tools driving the industry forward. If you can't make all of the sessions, no biggie. Everyone registered gets a copy of the on-demand sessions

Watch From Your Own Home, No OOO Needed

Since the event has multiple sessions, you select the material that makes the most sense for you.  Listen in during the live broadcast, or access the session on demand later—once you register, it’s up to you! Enjoy all the perks of a live event while saving travel budget and PTO days.


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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 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.