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

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


Our Speakers. Your Visionaries.

Claire Trunko

Claire Trunko

Chief People Officer

Together Credit Union

Janice Matthews

Janice Matthews

Director Retail Experience

University Federal Credit Union

Michael Rauh

Michael Rauh

President & CEO

Chelsea Groton Bank

Tom Kraus

Tom Kraus

SVP, Chief Operating Officer

Together Credit Union

Elton Brooks, MBA

Elton Brooks, MBA

Vice President, Retail Operations

Fortera Credit Union

Molly Buchanan

Molly Buchanan

Vice President, Customer Experience Manager

U.S. Bank

Michelle Kile

Michelle Kile

SVP, Retail Banking

Bank Hometown

Sérgio Magalhães

Sérgio Magalhães

Director of Channels Development

Millennium bcp

Kevin Whitman

Kevin Whitman

Vice President, Manager, Retail Design

Fifth Third Bank

Colleen Vukelic

Colleen Vukelic

Managing Director, US Business & Process Optimization

BMO Harris Bank

Eric Hilaire

Eric Hilaire

Chief Retail Officer

Tulsa Federal Credit Union

Jeff Boehmer

Jeff Boehmer

Director of Sales

DEI Incorporated

Nicholas Barnes

Nicholas Barnes

Practice Director of Financial Services & Customer Success

JRNI

DJ Haskins

DJ Haskins

Senior Director, Marketing

TimeTrade SilverCloud

Andrew Dunn

Andrew Dunn

Product Manager

TimeTrade SilverCloud

Frank Golden

Frank Golden

Business Development

Airkit

Chris Rand

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

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

    Chris Rand, Virtual Event Producer & Research Manager, Future Branches | WBR Insights

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

  • 12:15 pm - 12:40 pm

    12:15 pm - 12:40 pm

    Tom Kraus, SVP, Chief Operating Officer, Together Credit Union
    Michael Rauh, President & CEO, Chelsea Groton Bank

    As 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.

    Learn more
  • 12:40 pm - 1:00 pm

    12:40 pm - 1:00 pm

  • 1:00 pm - 1:25 pm

    1:00 pm - 1:25 pm

    Jeff Boehmer, Director of Sales, DEI Incorporated
    Kevin Whitman, Vice President, Manager, Retail Design, Fifth Third Bank

    With 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.

    Learn more
  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

    Nicholas Barnes, Practice Director of Financial Services & Customer Success, JRNI

    As 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.

    Learn more
  • 1:45 pm - 2:10 pm

    1:45 pm - 2:10 pm

    Janice Matthews, Director Retail Experience, University Federal Credit Union
    Claire Trunko, Chief People Officer, Together Credit Union

    Just 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.


    Learn more
  • 2:10 pm - 2:30 pm

    2:10 pm - 2:30 pm

    DJ Haskins, Senior Director, Marketing, TimeTrade SilverCloud
    Andrew Dunn, Product Manager, TimeTrade SilverCloud

    If 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.

    Learn more
  • 2:30 pm - 2:55 pm

    2:30 pm - 2:55 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
  • 2:55 pm - 3:15 pm

    2:55 pm - 3:15 pm


    Learn more
  • 3:15 pm - 3:40 pm

    3:15 pm - 3:40 pm

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

    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
  • 3:40 pm - 3:45 pm

    3:40 pm - 3:45 pm

    Chris Rand, Virtual Event Producer & Research Manager, Future Branches | WBR Insights

Day 2 – Building Closer Customer & Member Relationships

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

    Chris Rand, Virtual Event Producer & Research Manager, Future Branches | WBR Insights

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

  • 12:15 pm - 12:40 pm

    12:15 pm - 12:40 pm

    Molly Buchanan, Vice President, Customer Experience Manager, U.S. Bank
    Elton Brooks, MBA, Vice President, Retail Operations, Fortera Credit Union

    Customer 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.

    Learn more
  • 12:40 pm - 1:00 pm

    12:40 pm - 1:00 pm

    Frank Golden, Business Development, Airkit

  • 1:00 pm - 1:25 pm

    1:00 pm - 1:25 pm

    Claire Trunko, Chief People Officer, Together Credit Union
    Tom Kraus, SVP, Chief Operating Officer, Together Credit Union

    As 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.

    Learn more
  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm


    Learn more
  • 1:45 pm - 2:10 pm

    1:45 pm - 2:10 pm

    Janice Matthews, Director Retail Experience, University Federal Credit Union
    Molly Buchanan, Vice President, Customer Experience Manager, U.S. Bank

    Branch 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.

    Learn more

All Of The Major Players In One Place

Our Audience Breakdown

Let’s Connect & Create A Custom Experience

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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!

A Unique Experience


The Future Branches 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:

Learn From A Variety of  Experts, Debating Together

Learn from multiple, live conversations so you gain unbiased perspectives on what's working right now. (They might even disagree on some points - but you'll get the full picture.) 

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.

Finally, A Virtual Event Where You Can INTERACT

Use live chat and virtual Q&As to benchmark and connect with peers to beat challenges together. You can be an active participant - or just sit back and take notes – it’s up to you! 

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 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.