The Virtual Event For Banking &
Credit Union Branch Innovators
Building Resiliency and Customer or Member Closeness
March 30 - 31, 2021 | 12:00pm ET | 9:00am PT
Find Your Next Big Idea at Our March 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.
In 2021, banks and credit unions are using the lessons learned from the previous year to push forward with new strategies and best practices. But they must do more to add resiliency to their branch networks—by building closer relationships with customers and members, and adapting their physical branch strategies to meet their expectations. This exclusive virtual event explores those two aspects of branch transformation as we begin a new decade.
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
Our Speakers. Your Visionaries.
Claire Trunko
Chief People Officer
Together Credit Union
Janice Matthews
Director Retail Experience
University Federal Credit Union
Michael Rauh
President & CEO
Chelsea Groton Bank
Tom Kraus
SVP, Chief Operating Officer
Together Credit Union
Elton Brooks, MBA
Vice President, Retail Operations
Fortera Credit Union
Molly Buchanan
Vice President, Customer Experience Manager
U.S. Bank
Michelle Kile
SVP, Retail Banking
Bank Hometown
Sérgio Magalhães
Director of Channels Development
Millennium bcp
Kevin Whitman
Vice President, Manager, Retail Design
Fifth Third Bank
Colleen Vukelic
Managing Director, US Business & Process Optimization
BMO Harris Bank
Eric Hilaire
Chief Retail Officer
Tulsa Federal Credit Union
Jeff Boehmer
Director of Sales
DEI Incorporated
Nicholas Barnes
Practice Director of Financial Services & Customer Success
JRNI
DJ Haskins
Senior Director, Marketing
TimeTrade SilverCloud
Andrew Dunn
Product Manager
TimeTrade SilverCloud
Frank Golden
Business Development
Airkit
Chris Rand
Virtual Event Producer & Research Manager
Future Branches | WBR Insights
Future Branches Virtual Event Agenda
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Day 1 – Adapting Physical Branch Strategies
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12:00 pm - 12:05 pm
12:00 pm - 12:05 pm
Opening Remarks
Chris Rand, Virtual Event Producer & Research Manager, Future Branches | WBR Insights
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12:05 pm - 12:15 pm
12:05 pm - 12:15 pm
Chairperson’s Remarks
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12:15 pm - 12:40 pm
12:15 pm - 12:40 pm
Retail Branch Strategies in 2021 and Beyond
Tom Kraus, SVP, Chief Operating Officer, Together Credit Union
Michael Rauh, President & CEO, Chelsea Groton BankLearn moreAs 2021 unfolds, a lot of ink has already been spilled about how branches have responded successfully to changing market conditions, consumer habits, and emerging regulations. But what do all these changes mean for the future, especially in terms of preparing for future disruptions? This session highlight potential characteristics of successful, more resilient future branch formats and strategies.
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12:40 pm - 1:00 pm
12:40 pm - 1:00 pm
Vendor Keynote Presentation by La Macchia
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1:00 pm - 1:25 pm
1:00 pm - 1:25 pm
Physical Aspects of Future Branches: Construction, Equipment, and Design
Jeff Boehmer, Director of Sales, DEI Incorporated
Kevin Whitman, Vice President, Manager, Retail Design, Fifth Third BankLearn moreWith new in-branch services, customer experiences, and digital tools, branch leaders must consider how all physical aspects of their branches will contribute to winning customer experiences. This session identifies the physical aspects of branches that are critical to these new strategies for in-branch success.
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1:25 pm - 1:45 pm
1:25 pm - 1:45 pm
Bank from Anywhere: Embracing Technology to Exceed Customer Expectations
Nicholas Barnes, Practice Director of Financial Services & Customer Success, JRNI
Learn moreAs consumers become less dependent on physical branch locations, banks and credit unions will need to turn their attention to meeting the needs of the empowered and hybrid consumer: a consumer who wants to connect anytime, anywhere, via any device - and expects to. In today’s world, where many consumers can work from anywhere, they also want to bank from anywhere. This session explores how banks and credit unions can embrace technology to enable banking from anywhere and provide personalized services at scale.
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1:45 pm - 2:10 pm
1:45 pm - 2:10 pm
Aligning and Motivating Employees with New Branch Strategies
Janice Matthews, Director Retail Experience, University Federal Credit Union
Claire Trunko, Chief People Officer, Together Credit UnionLearn moreJust as banks and credit unions must adapt to a new business climate, branch employees must adapt to new in-branch environments and responsibilities as well. This session identifies strategies for reskilling and preparing employees for new workplace challenges, boosting their morale, and aligning them with personal and business success.
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2:10 pm - 2:30 pm
2:10 pm - 2:30 pm
Balancing Branch Operational Resiliency and Smarter Customer Engagements
DJ Haskins, Senior Director, Marketing, TimeTrade SilverCloud
Andrew Dunn, Product Manager, TimeTrade SilverCloudLearn moreIf there are lessons 2020 taught us, they are humility, resilience, and communication. It may have been trial by fire, but banks and credit unions began the process to humanize banking and that journey must continue throughout 2021. This session explains how branches can remove low- value, high-volume interactions from their call center and branch to maximize high-value interactions. We'll address key trends and analytics that can help branches move from transactional relationships to valued customer engagements.
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2:30 pm - 2:55 pm
2:30 pm - 2:55 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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2:55 pm - 3:15 pm
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3:15 pm - 3:40 pm
3:15 pm - 3:40 pm
Building Resiliency into Future Branch Strategies
Colleen Vukelic, Managing Director, US Business & Process Optimization, BMO Harris Bank
Eric Hilaire, Chief Retail Officer, Tulsa Federal Credit UnionLearn 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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3:40 pm - 3:45 pm
3:40 pm - 3:45 pm
Closing Remarks
Chris Rand, Virtual Event Producer & Research Manager, Future Branches | WBR Insights
Day 2 – Building Closer Customer & Member Relationships
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12:00 pm - 12:05 pm
12:00 pm - 12:05 pm
Opening Remarks
Chris Rand, Virtual Event Producer & Research Manager, Future Branches | WBR Insights
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12:05 pm - 12:15 pm
12:05 pm - 12:15 pm
Chairperson’s Remarks
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12:15 pm - 12:40 pm
12:15 pm - 12:40 pm
Customer Behavior 2020 – 2021: What Lessons Have We Learned?
Molly Buchanan, Vice President, Customer Experience Manager, U.S. Bank
Elton Brooks, MBA, Vice President, Retail Operations, Fortera Credit UnionLearn moreCustomer and member behavior was already fast-changing before 2020 began. But while 2020 will stand out in history as an atypical year, shifts in their habits and expectations have had a resounding effect on banking today. This session explores those shifts and their long-term implications for the industry.
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12:40 pm - 1:00 pm
12:40 pm - 1:00 pm
Vendor Keynote Presentation with Airkit
Frank Golden, Business Development, Airkit
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1:00 pm - 1:25 pm
1:00 pm - 1:25 pm
Defining the Role of Branches in Lifelong Customer Relationships
Claire Trunko, Chief People Officer, Together Credit Union
Tom Kraus, SVP, Chief Operating Officer, Together Credit UnionLearn moreAs banks and credit unions each strive to play the role of “financial partner” with their customers or members, they are refining their roles in those individuals’ daily lives. This session explores how FIs remain top of mind for those individuals—now and throughout their financial lifetimes.
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1:25 pm - 1:45 pm
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1:45 pm - 2:10 pm
1:45 pm - 2:10 pm
Making Branch Visits More Meaningful for Customers
Janice Matthews, Director Retail Experience, University Federal Credit Union
Molly Buchanan, Vice President, Customer Experience Manager, U.S. BankLearn moreBranch strategists can no longer view consumers’ visits to their branches as simply transactional—rather, they are an opportunity to create meaningful experiences and build closeness. This session explores opportunities to build more meaningful relationships with customers through branch visits.
All Of The Major Players In One Place
Our Audience Breakdown
Let’s Connect & Create A Custom Experience
A Unique Experience
Here's what you get when you attend:
Learn From A Variety of Experts, Debating Together
Executive-Level Content
Finally, A Virtual Event Where You Can INTERACT
Our Sponsors:
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.
