12:00 pm - 12:05 pm
12:00 pm - 12:05 pm
Elizabeth Robillard, Event Director, Worldwide Business Research
12:05 pm - 12:30 pm
12:05 pm - 12:30 pm
Matthew Benidt, Chief Experience Officer, Sandia Area Federal Credit Union
· What are strategies for getting branch updates to the market faster?
· How can you make sure that new updates aren’t already outdated by the time you release them?
· Can you be more project management oriented or work more agile?
· Is there a way to come reengineer your processes that cut down on project time lines without cutting corners?
· Can you make your updates adaptable in case they don’t work or in case technology catches up with them?
· Given the large, physical nature of a branch, is it possible to make a change quickly?
12:30 pm - 1:00 pm
12:30 pm - 1:00 pm
Elissa Riddell, Head of Marketing, Coconut Software
Darryl King, Solutions Delivery Manager, Coastal Community Credit Union
Hear first hand how Coastal Community Credit Union has responded to shifting consumer demands by implementing technology to improve operational efficiency and ultimately streamline their member journey. Darryl King, Solutions Delivery Manager for Coastal Community Credit Union, will join Elissa Riddell, Head of Marketing from Coconut Software, to take you through the selection and implementation process for a member engagement platform that helped Coastal Community Credit Union navigate the on-going pandemic.
1:00 pm - 1:30 pm
1:00 pm - 1:30 pm
Jordan George, Head of HR, Addition Financial
Judy Helm, SVP, Director of Sales & Marketing, American Bank of Commerce
If you are doing one thing in branch, it should be focusing intensely on training and development for your current staff. They need to be seen as knowledgeable and trusted advocates. What are some of the ways you can better train your employees to be seen as such? What courses can you offer them either in house or online that can teach them what they need to know? How can you make this training easy, comprehensive and engaging?
1:30 pm - 1:50 pm
1:30 pm - 1:50 pm
Tim Klatt, Director of Retail Strategies, La Macchia Group
Sean Cahill, President & CEO, True Sky Credit Union
Consumer expectations for convenience and ease have never been higher. They expect everything from booking a flight, to taking a cab, to getting surgery or having a mattress delivered to fit in with the lives they lead and for the brands they trust to help them make the right decision, even if they didn’t know they had a question in the first place. Their banking is no exception. Consumers want a bank or credit union to seamlessly meld with the rest of their life. To be there when they need them, but leave them alone when they don’t. This is difficult territory to navigate. Thus, understanding what your customer will need from your branches and how you can make those physical spaces fit as easily as possible into your customer’s journey should fuel how you strategize for this significant infrastructure investment. Without thinking of how you can add value to their day, your branches will remain irrelevant to your customers. Join Tim Klatt, Director of Retail Strategies for La Macchia Group and Sean Cahill, President & CEO of True Sky Credit Union to hear more about how financial institutions are starting with the customer and thinking about their branches as another channel that fits seamlessly into their customer’s lives
1:50 pm - 2:05 pm
1:50 pm - 2:05 pm
Sarah Lindstrom, Head of Retail Network Transformation & Branch Operations, WIN Community Pillar Lead, Citizens Bank
During this brand new speaking format, 3 presenters will each spend 7 minutes presenting their approach to the same business challenge. After all three have presented, they will have a few minutes to answer Q&A together. Our three presenters will approach the following challenge: The rampant shuttering of branches has slowed down in the past two or three years and now, banks are even starting to open some branches. 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, for those that don’t have the luxury of adding new locations to grow, how do you start bringing new money in from existing and new clients?
2:05 pm - 2:20 pm
2:05 pm - 2:20 pm
Nick Barnes, Head of Customer Experience, JRNI
2:20 pm - 2:50 pm
2:20 pm - 2:50 pm
Molly Buchanan, Vice President, Customer Experience Manager, US Bank
Renee Newman, Chief Strategy Officer, First Interstate Bank
How can brands prepare for future opportunities with their branch networks? How will the technology evolve along with tomorrow’s banking consumer? Get a holistic view of the future of the branch, as you hear from senior executives across banks and credit unions answer questions like:
2:50 pm - 3:10 pm
2:50 pm - 3:10 pm
David Johnson, Product Manager, Fiserv
Terra Schwery, VP, eBanking Officer, Western States Bank
Michael Shults, VP, IT, Alabama Credit Union
Hear from two innovative financial institutions about how they are blending talent and technology during the pandemic. By reimagining staff roles and using digital self-service, biometrics and interactive kiosks, they're better serving customers and members and finding operating efficiencies along the way. Fiserv, a global leader in financial technology, will also share recent consumer behavior trend data across their vast base of financial institution clients.
3:10 pm - 3:50 pm
3:10 pm - 3:50 pm
Lone Callahan, VP of Member Experience, 1st Financial Federal Credit Union
Lindsey Hopkins, Chief Growth Officer, Great Plains Bank
During a checklist panel of experts who will talk through the need to haves for a certain initiative they underwent. In this case, they will be discussing how they have changed the onboarding and engagement of branch staff. At the end of the panel, each panelist will share their biggest need to have for this initiative and a checklist of them will show up on the screen so you have it to implement when you hit the ground running with your team. Whether you are keeping some tellers for the basics or completely replacing all transactional tellers with a more comprehensive universal banker, the process for onboarding and training for your branch staff is likely having to change. If you are able to start your new hires off with a comprehensive onboarding and training program that gets them excited about your company culture, helps them understand the value of customer centricity & educates them as to how to be performing transactions alongside having more in depth conversations with customers, you can consider any new employees ready to operate across your updated network.
3:50 pm - 4:10 pm
3:50 pm - 4:10 pm
Jeff Chen, Vice President, Product Strategy, Alkami
As the physical and digital aspects of banking come together, innovation, more than ever before, is reliant on the effective partnership between FIs and digital providers. In this presentation, Alkami, a leading cloud-based digital banking solutions provider, will highlight the three common behaviors of digitally fluent FIs. Attendees will come away with insights and reflections to help inform and build support for their own digital transformation journeys.
4:10 pm - 4:15 pm
4:10 pm - 4:15 pm