Future Branches Austin December 6th, 2022

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Since 2016, Future Branches has been THE meeting place to benchmark against the best of the best in financial services. Join the event in Austin for 3 days of action-packed stories from speakers of different sized institutions, conversations and connections with the top minds in retail banking, and immersive learning opportunities. Walk away with pages of strategies that inspire customer loyalty and much more!

Top 10 speakers:

  • Austin Kilpatrick - AVP, Artificial Intelligence and North American Tech Consultant at Regions Bank
  • Kent Molter - Vice President, Business Process Management at TD Bank
  • Art Stevens - President, Retail Bank at Trustmark Bank
  • Karlene Gordon - SVP, Diversity & Inclusion Officer at Ameris Bank
  • Michelle Drager - SVP and Director of Talent Development at Columbia Bank
  • David Porras - Fintech/AI Enabled Solutions Evangelist at Regions Bank
  • Jason Furer - Senior Vice President Retail and National Expansion Market Leader at PNC
  • Juanita Robinson - VP, Process Improvement Consultant at BOK Financial
  • Steve Welling - Director of Retail Banking at Cadence Bank
  • Chuck Frederick - EVP, Chief Retail Officer at Academy Bank

Agenda:

Day 1:

  • 7:00 am - 8:00 am - Registration & Continental Breakfast In The Innovation Hub
  • 8:00 am - 8:15 am - Welcome Remarks & Opening Ice Breaker
  • 8:15 am - 8:30 am - Chairperson’s Opening Address
  • 8:30 am - 8:50 am - Keynote: Eliminating Waste & Streamlining Processes: Striving for Zero Operations in Your Branches
  • 8:50 am - 9:25 am - Checklist Panel: The 2022 Banking Survival Guide: Innovating to Serve Your Customer’s High Expectations
  • 9:25 am - 9:45 am - C-Level Chat: Approaching Branch Transformation AT SCALE: How Large FIs are Evolving their Giant Networks

• Understanding the full scale of your business and where there might be waste or ineffective branching

• Deciding what should go and what can stay when it comes to your network

• Figuring out whether to approach changes in sections or to try to roll out changes across the board as quickly as possible

• Keeping up with the pace of change if you decide to make changes in sections or piece by piece

  • 9:45 am - 10:30 am - Morning Break in the Innovation Hub
  • 10:30 am - 10:50 am - Keynote: Personalized Digital Self Service Does NOT Equal Personal Service

• Deciding the level of human interaction YOUR customer is looking for

• Investing in training & coaching for your employees who provide the personal service

• Thinking carefully about where you might want to invest in chatbots & conversational AI

• Placing those pieces of technology across the customer lifecycle in places that are not already full of friction

• Finding a happy medium between the levels of service that allow your customers to feel listened to

  • 10:50 am - 11:10 am - Adrenaline Keynote
  • 11:10 am - 11:45 am - Tonight Show Panel: Setting Your Branch up for Success: What is New in Staffing?

During this brand new format panel, three different-sized financial institutions will be brought onstage one at a time to talk through how they are approaching the staffing model in their branches. They will each discuss how they’ve changed the approach to staffing in their branches already, what their future staffing plans are and how the size of their institution has affected what they’ve been able to accomplish. This continues until all 3 panelists have had their turn to speak, at which point, the group will take Q&A from the audience

• What have you changed about the staffing model of your branches?

• What do you call your bankers and what is your current organizational structure?

• Have you rolled this change out to multiple branches or your whole network?

• What do you envision for the staffing model of your future network?

  • 11:45 am - 12:05 pm - Keynote: Retail is the New Banking Destination
  • 12:05 pm - 12:35 pm - Take Three Talks: Plotting Your Network: Deciding The Size and Shape of Your Post-Pandemic Footprint

• Acknowledging that the pandemic has changed customer foot traffic in many areas

• Taking a look at the different kinds of data and market intelligence enable you to decide where having branches makes sense based on the demographics

• Figuring out if your current branches have significant overlap and how each is performing

• Deciding where to close, how to select sites for openings and where to remodel

• Establishing what the success of your future network looks like so you know how to measure along the way

  • 12:35 pm - 1:35 pm - Luncheon For All Attendees

Track A: Branch Footprint & Design

  • 1:35 pm - 1:45 pm - Chairperson’s Opening Remarks
  • 1:45 pm - 2:05 pm - Case Study: Hawaii State Federal Credit Union Revisit
  • 2:05 pm - 2:25 pm - Case Study: Redefining the Banking Experience with Impactful Brand Expression
  • 2:25 pm - 3:00 pm - Panel: Making Decisions on What Branches to Close and How to Deal with the Potential Fallout
  • 3:00 pm - 3:10 pm - Innovation Spotlight
  • 3:10 pm - 3:30 pm - Case Study: Network Segmentation: Personalizing Your Branches Based on Their Location

Track B: Branch Staffing & Performance

  • 1:35 pm - 1:45 pm - Chairperson’s Opening Remarks
  • 1:45 pm - 2:05 pm - Case Study: Employee Engagement in the Post-Pandemic Era: The Best of Coaching, Development & Career Pathing
  • 2:05 pm - 2:25 pm - Case Study: Using Data Analytics and Research to Build the Right Consumer Experience
  • 2:25 pm - 3:00 pm - Panel: A New Set of KPI’s: How is Employee Performance Measured?
  • 3:00 pm - 3:10 pm - Innovation Spotlight
  • 3:10 pm - 3:30 pm - Case Study: Combatting Shortages: Finding & Retaining Talent During Today’s Employee Drought

Track C: Digital Transformation

  • 1:35 pm - 1:45 pm - Chairperson’s Opening Remarks
  • 1:45 pm - 2:05 pm - Case Study: Increasing the Knowledge Base of Your In Branch Staff with Training & Technology
  • 2:05 pm - 2:25 pm - Case Study by Agent IQ
  • 2:25 pm - 3:00 pm - Panel: There is Only One Way Forward: Keeping up with Digital Transformation Post Pandemic
  • 3:00 pm - 3:10 pm - Innovation Spotlight: Zebra
  • 3:10 pm - 3:30 pm - Case Study: API Integration: Open Banking is the Only Path Forward for Financial Institutions

Know Your Network Forum

  • 1:35 pm - 2:25 pm - Mega Network Forum (250+ Branches)
  • 2:25 pm - 3:30 pm - Large Network Forum (80-250 branches)

Disruptor 101’s

  • 1:35 pm - 2:25 pm - Topic 1: Practical Applications of AI in Finance
  • 2:25 pm - 3:30 pm - Topic 2: Cryptocurrency 101

  • 3:30 pm - 4:15 pm Afternoon Networking Break In The Innovation Hub – First Timers Meet Up

  • 4:15 pm - 4:35 pm - Finalytics Keynote

General Session * 4:45 pm - 5:15 pm - Branches Battleground Showcase

Know Your Network Forum * 4:45 pm - 5:15 pm - Medium Network Forum (30-80 branches)

Cheers with Peers (2 possible) * 4:35 pm - 5:15 pm - Private Tasting Hosted by Coconut

  • 5:15 pm - 6:15 pm - LaMacchia Group JW Marriott Rooftop Reception
  • 6:15 pm - 6:15 pm - End of Main Day One

Day Two- Customer Experience, Community & Trust:

  • 7:15 am - 8:15 am - Women in Branches Networking Breakfast
  • 7:15 am - 8:15 am - Continental Breakfast & Registration In The Innovation Hub
  • 8:15 am - 8:20 am - Welcome Remarks
  • 8:20 am - 8:35 am - Chairperson’s Opening Address
  • 8:35 am - 8:55 am - Keynote: Welcoming Customers to Your Future Branch
  • 8:55 am - 9:15 am - Keynote: We MUST Fail Fast: Making the Business Case for Innovation
  • 9:15 am - 9:55 am - Panel Remix: Moving Beyond the Sale: Training Your Bankers to Develop Relationships and Encourage Trust
  • 9:55 am - 10:40 am - Morning Mimosa Break in the Innovation Hub
  • 10:40 am - 11:00 am - Keynote: Product Innovation for Underserved Communities: Getting Involved with BankOn
  • 11:00 am - 11:20 am - CRMNEXT Keynote:
  • 11:20 am - 11:40 am Keynote: Bringing Two Different Company Cultures Together During a Merger or Acquisition
  • 11:40 am - 12:00 pm - Hyosung Keynote:
  • 12:00 pm - 1:00 pm - Branch Transformation Roundtable Discussions
  • 1:00 pm - 2:10 pm - Lunch For All Attendees In the Innovation Hub.
  • 1:00 pm - 2:10 pm - Private Lunch

Track A: Customer & Member Experience

  • 2:10 pm - 2:20 pm - Chairperson’s Opening Remarks
  • 2:20 pm - 2:50 pm - Case Study REMIX: Influencing the Five Senses In Your Branch: Turning the Branch Experience into a Sensory One
  • 2:50 pm - 3:10 pm - Vendor Case Study: Data is the Key to Seamless, Consistent and Personal Experiences
  • 3:10 pm - 3:40 pm - Panel: Empowering Your Customer to Make Informed Financial Decisions
  • 3:40 pm - 4:00 pm - Case Study: Delivering A Seamless and Engaging Customer Experience Across all Channels, Not Just One

Track B: Customer Acquistion & Growth

  • 2:10 pm - 2:20 pm - Chairperson’s Opening Remarks
  • 2:20 pm - 2:50 pm - Case Study: Can the ‘Secure and Fair Enforcement (SAFE) Banking Act’ Be Your Ticket to Deposit Growth?
  • 2:50 pm - 3:10 pm - Vendor Case Study: Understanding who A Potential Customer is THE MINUTE They Walk into a Branch
  • 3:10 pm - 3:40 pm - In-Depth Look: Revising Your Purpose Statement to Push for Digital Growth
  • 3:40 pm - 4:00 pm - Case Study REMIX: Thinking Outside Your Network: Growing Your Revenue Base While Shrinking Your Network

Track C: Company Culture

  • 2:10 pm - 2:20 pm - Chairperson’s Opening Remarks
  • 2:20 pm - 2:50 pm - Case Study: Approaching A Hybrid Work Model: Ensuring Success as Some (But Not All) Return to Work
  • 2:50 pm - 3:10 pm - Vendor Case Study: Rethinking Your Org Structure to Account for Upgraded Roles
  • 3:10 pm - 3:40 pm - Panel: Being a Pillar in Your Community: Becoming A Trusted Ally
  • 3:40 pm - 4:00 pm - Case Study REMIX: Reinventing the Culture of Banking to Attract Digitally Fluent Talent

Know Your Network Forum

  • 2:10 pm - 3:10 pm - Small Network Forum (10-30 branches)
  • 3:10 pm - 4:00 pm - Micro Network Forum (Under 10 Branches)

  • 4:00 pm - 4:45 pm - Afternoon Networking Break In The Innovation Hub

General Session * 4:45 pm - 5:15 pm - Take Three Talks: It is THE Competitive Differentiator: Your Branch’s Purpose in Today’s Digital First World * 5:15 pm - 5:45 pm - Tonight Show Panel: Seeking Out or Welcoming Fintech Partnerships to Give Your Customers the Best of Both Worlds

Future Branches Partnering Speed Networking in the Innovation Hub * 4:45 pm - 5:45 pm - Future Branches Partnering Speed Networking in the Innovation Hub

  • 5:45 pm - 6:00 pm - End Of Main Day Two Content
  • 6:00 pm - 7:00 pm - Branches Biergarten Bash at ?
  • 7:00 pm - 7:00 pm - End of Branches Biergarten Bash

Day Three: Banking Trends & What the Future Holds:

  • 8:00 am - 8:40 am - Continental Breakfast
  • 8:40 am - 8:45 am - Welcome Remarks
  • 8:45 am - 9:00 am - Chairperson’s Opening Remarks
  • 9:00 am - 9:20 am - Keynote: Focusing On Sustainability In Banking And Today’s “Conscious Consumer”
  • 9:20 am - 9:50 am - Tonight Show Panel: Effective Personalization and Valuable Engagement Is The Key To Post Pandemic Loyalty in Banking
  • 9:50 am - 10:10 am - Eltropy Keynote
  • 10:10 am - 10:50 am - Future Branches Innovators Showcase and Awards Ceremony
  • 10:50 am - 11:10 am - Morning Refreshment & Networking Break
  • 11:10 am - 11:30 am - Keynote: Transforming Customer Experience For an On-Screen World
  • 11:30 am - 12:00 pm - Take Three Talks: Defining the Best Use Case for ITMs
  • 12:00 pm - 12:20 pm - Keynote: The Best Approaches to Competing with Online Lenders
  • 12:20 pm - 1:20 pm - Closing Lunch
  • 1:20 pm - 1:45 pm - Site Tour Registration
  • 1:45 pm - 3:00 pm - Site Tour A: Capitol Credit Union- Domain Branch
  • 1:45 pm - 3:00 pm - Site Tour B: Texas Partners Bank
  • 1:45 pm - 3:00 pm - Site Tour C:
  • 3:00 pm - 3:00 pm - End of Future Branches 2022

Conference link

https://futurebranches.wbresearch.com/

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