Future Branches 2016

November 29 - December 01, 2016

San Diego Marriott La Jolla, CA

+1 (888) 482.6012

Revitalizing Branch Strategy for a New Era: A Fresh Take on People and Process

November 29th, 2016

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8:00 AM Continental Breakfast & Registration

9:00 AM Welcome Remarks

Elizabeth Robillard, Event Director, Future Branches

Join event director Elizabeth Robillard as she kicks off the first annual Future Branches event.
Elizabeth Robillard
Event Director
Future Branches
As an Event Director at Worldwide Business Research, Elizabeth oversees the organization of four business conferences per year. Conference organization includes conducting extensive phone research with 60+ industry experts per event, using call notes to compile a three day conference program that encapsulates top research takeaways, confirming a ro ...[Read More]

9:10 AM Future Branches Opening Ice Breaker

Elizabeth Robillard, Event Director, Future Branches

In this all-new networking session, we will display a series of pain points on the screen, and you’ll determine your most pressing business matter for 2017. Find others who also share that pain point and for 10 minutes chat in your group. This is an exciting way for you to meet other attendees who share the same challenges, make new connections, and collaborate on new ways to solve them.
Elizabeth Robillard
Event Director
Future Branches
As an Event Director at Worldwide Business Research, Elizabeth oversees the organization of four business conferences per year. Conference organization includes conducting extensive phone research with 60+ industry experts per event, using call notes to compile a three day conference program that encapsulates top research takeaways, confirming a ro ...[Read More]

9:20 AM Chairperson's Opening Address

Tim Tang, Director, Enterprise Solutions, HUGHES


Tim Tang
Director, Enterprise Solutions
HUGHES
Tim Tang is a director of Enterprise Solutions for Hughes Network Systems, LLC (Hughes), an EchoStar company.

Tang fully leverages his background in both the social and engineering sciences to maximize the business value of innovative technologies. He has over 20 years of experience in working with Fortune 500 enterprise customers t
...[Read More]

9:35 AM Branch Transformation in an Omni-Channel World

Greg Peter, Head of Store Strategy and Transformation, TD Bank

Transactions in branch are steadily declining due to a shift in how people approach their money. Soon, your fridge will be able to make purchases for you and all easily made transactions will take place online or on your mobile device. The question becomes, how can the channel that is both your largest piece of infrastructure and the place where there is the largest opportunity for revenue generation stay relevant when there is truly no need for it’s original purpose. Join this session to hear more about how TD is working to weather the impending storm of transaction decline by looking at:

·· Where their transactions have gone and how digital has impacted their business
·· What kinds of transactions remain in branch
·· How TD capitalized on this moment in time to transform their branches
Greg Peter
Head of Store Strategy and Transformation
TD Bank
Joining TD Bank in 2015 to become Head of Store Strategy and Transformation, Greg is focused on the design and delivery of the next generation of TD's distribution network and Store capabilities. His responsibilities include distribution strategy development, Store transformation and Store infrastructure and solutions. Much of Greg's early car ...[Read More]

9:55 AM FIRE-SIDE CHAT: How the Original Digital Disruptor is Disrupting the Retail Branch – The E*TRADE Story

Oscar 'Dub' Nelson, Senior Retail Branch Network Vice President, E*TRADE

Join this session for a one on one interview with Dub Nelson to hear about how E*TRADE is looking to build on its history of digital disruption by disrupting the retail branch experience, with a redesigned branch of the future in the heart of New York City. Dub will discuss how E*TRADE’s new experience aims to break the mold of traditional financial services branches by placing more emphasis on community and bringing the digital experience to life.
Oscar 'Dub' Nelson
Senior Retail Branch Network Vice President
E*TRADE
As SVP of the Retail Branch Network, Dub Nelson oversees E*TRADE’s branch network, as well as the Fixed Income Sales Desk, and the Principal Review team. Prior to joining E*TRADE, Mr. Nelson spent 23 years with Fidelity Investments, serving in various senior executive positions, including SVP of Enterprise Operations and SVP of the Business Ser ...[Read More]

10:20 AM PANEL: Establishing Your Branch Mix- What Size and Style Should Go Where?

Brian McEvoy, Director, Retail Branch Channel, Synovus

Aser Rodriguez, Managing Director - Retail Strategy & Operations, TD Ameritrade

Adrien Kirschfink, Global Branch Transformation Lead, Accenture

The purpose of the branch needs to change. Transactions no longer take place there, so a new strategy needs to be put into place that can revitalize this piece of infrastructure to make sense in today’s digital world. The locations of new branches need to be established, the branches that should be closed have to be chosen and the branches that simply need a refresh have to be identified. All of this can be done by looking at market intelligence and demographic data to establish where the most transactions are located. Five minutes will be left at the end of this session for Q&A:

·· Standardizing a framework that gathers key performance data
·· Looking across the metrics to understand a holistic view of the operations of each branch
·· Do you want a homogenous set of branches or are some of them going to be bigger, smaller, more innovative or simpler?
Brian McEvoy
Director, Retail Branch Channel
Synovus
Brian McEvoy is the Director of Retail Branch Strategy for Synovus Financial Corp, which he joined in October 2015. Brian resides with his wife, Rene, and their 3 children in Columbus, GA, but spends many of his days traveling Synovus’ five-state Southeastern footprint. A 20-year industry veteran and graduate of the Boston University School of Ma ...[Read More]

Aser Rodriguez
Managing Director - Retail Strategy & Operations
TD Ameritrade

Adrien Kirschfink
Global Branch Transformation Lead
Accenture
Adrien Kirschfink is Accenture’s Global Branch Transformation Lead. Based in New York, Adrien focuses on helping Accenture’s Banking & Insurance clients in shaping their Distribution Strategy & Transformation infusing Digital Technology into existing capabilities, processes and helping with the behavioral mindset shift of customers and employees. H ...[Read More]

11:05 AM Creating a Universal Experience: Empowering the Universal Banker in the Branch Environment

Gina Bleedorn, Executive Director, Adrenaline

Sean Keathley, President, Adrenaline

The information and internet revolution has transformed the tasks of everyday life for consumers around the globe, and few industries have been as disrupted as the financial industry. Most of the 100,000 bank branches in the U.S. were built to service transactions that no longer occur in them, and need to be dramatically changed to meet today’s consumer expectations. The new branch must be “universal,” entirely hinging on the successful deployment of the Universal Banker. While the Universal Banker concept is not new, the vast majority of financial institutions have not adopted it across their network. Whether creating a new prototype or retrofitting existing locations, this keynote will outline the steps to creating and deploying the Universal Banker in the branch environment.
Gina Bleedorn
Executive Director
Adrenaline
As Executive Director of Adrenaline, Gina leads Brand Experience Strategy for clients and the agency. Her areas of focus include brand and marketing strategy, retail environments and holistic experience solutions. Adept in both traditional and interactive design, Gina has delivered outstanding brand and environmental solutions for financial institu ...[Read More]

Sean Keathley
President
Adrenaline
As President of Adrenaline, Sean brings a wealth of experience from the worlds of Marketing, Business Development, Management and Client Relations. Sean’s leadership ultimately integrates all of Adrenaline’s retail disciplines, from strategy and planning to design and implementation. His expertise lies in project development for retail design and b ...[Read More]

11:25 AM Morning Refreshment & Networking Break


12:00 PM Best Practices in Working Through a Branch Transition: What Should Be Kept vs. What Needs a Change?

Jonathan Brouse, Branch Administration Vice President, Mountain America Federal Credit Union

Many banks are finding it is time to shake up the way their branches operate. Some branches are being closed, some being are opened and some are being transformed. For those that are transforming, what is the methodology behind what aspects of the branch are being kept and which aspects are being refreshed? Join this case study to learn more about how Jonathan Brouse and the team at Mountain Federal Credit Union are transitioning some of their branches.

·· Identifying outdated functions and technology vs. aspects of your branch that can be repurposed
·· Making sure your customers feel comfortable during the transition
·· Informing customers of new/ changed/updated services and clarifying how the transition will affect them
·· What are some lessons learned when it comes to making the leap to a new strategy?
Jonathan Brouse
Branch Administration Vice President
Mountain America Federal Credit Union
Jonathan Brouse is the Vice President of Branch Administration with Mountain America Credit Union based in West Jordan, Utah. He graduated with a B.S. in Business Administration/Marketing from Southern Utah University and was an Honors Graduate from Western CUNA Management School. At Mountain America he was part of a team that created, developed, ...[Read More]

12:20 PM GUEST SPEAKER: Specialization, Customer Networking, and Community Commerce - Three “Blue Ocean” Branch Strategies for Community Banks That Have Not Been Fully Explored

Gren Blackall, Principal, Bank Strategic Consulting

Retail banking, especially for banks under $50 billion in assets, is at a cross roads. There are opinions ranging from a total demise to a booming future, with everything in between. This presentation, brought to you by a 35 year veteran of banks from the largest to under $1billion, offers a view of three concepts that are inherently possible but rarely discussed. Banks have existing networks of people and businesses that have not been explored. Banks have an opportunity to hit specific specialized markets with their branch networks. Banks can play a bigger role in expanding commerce in their community by taking on a higher level of business consulting to help businesses be better at what they do and bring in more customers.
Gren Blackall
Principal
Bank Strategic Consulting
Gren Blackall has held C-level executive positions in financial institutions and community non-profits, and currently serves as a bank consultant. He has led efforts around business and retail organic customer growth, small business services, marketing with emphasis on data and customer engagement, cash management, MIS/CRM, profitability, product d ...[Read More]

12:50 PM Luncheon for all Attendees


2:00 PM PANEL: Reinventing the Role of Your Employee To Fit Your Optimized Branch Model

Jonathan Brouse, Branch Administration Vice President, Mountain America Federal Credit Union

Michelle Peterson, Vice President, Retail Services, Members 1st Federal Credit Union

Karen Serinis, Executive Vice President, Canandaigua National Bank

Doug Sprecher, Senior Branch and ATM Strategy Vice President, First Citizens Bank

Rows of tellers that were charged with counting large sums of cash are being replaced with customer service experts who can advise on complex banking issues, investment options and general life questions Money counting is being handled by ATMs and in some cases those include video or virtual tellers (some have holograms of actual people who are located offsite in a call center). As the needs of the bank change, the role of the employee must change with it. Join this session to hear about how to:

·· How to hire and train for this new role
·· Shifting current employees to this model without confusing them and making sure they feel comfortable staying with you
·· How to shift to experience based performance metrics for your new or re-trained employees
·· The benefits and findings of this change
Jonathan Brouse
Branch Administration Vice President
Mountain America Federal Credit Union
Jonathan Brouse is the Vice President of Branch Administration with Mountain America Credit Union based in West Jordan, Utah. He graduated with a B.S. in Business Administration/Marketing from Southern Utah University and was an Honors Graduate from Western CUNA Management School. At Mountain America he was part of a team that created, developed, ...[Read More]

Michelle Peterson
Vice President, Retail Services
Members 1st Federal Credit Union

Karen Serinis
Executive Vice President
Canandaigua National Bank
Ms. Serinis is the Executive Vice President whose responsibilities include Retail Banking and Corporate Marketing. She has over 30 years of sales, marketing and management experience, all of which have been in the financial services industry. Karen joined Canandaigua National Bank & Trust in 1997. She has served as Senior Vice President of Retail B ...[Read More]

Doug Sprecher
Senior Branch and ATM Strategy Vice President
First Citizens Bank

2:45 PM Engineering Useful and Memorable Learning and Development Experiences for Your Branch Employees

Susie Silk, Vice President Branch Operations, SchoolsFirst Federal Credit Union

Happy and engaged employees are the keys to success when it comes to customer experience. You could put all the strategy in the world in place to bolster cx, but when it comes down to it, your employees are the ones that can make or break an experience for your customer. Join this session to learn how to be:

·· Making sense of learning an change in a creative economy
·· Use of practice, reflection, and context in the design and management of employee experiences
·· Impact of social and workplace learning on flow, improvement and evolution of customer experiences
Susie Silk
Vice President Branch Operations
SchoolsFirst Federal Credit Union
Susie Silk is Vice President of Branches with Schools First Federal Credit Union based in Orange County, California. She started working for the Credit Union Movement in 1982. She held various positions at ORCO State Employees Federal Credit Union before their merger with SchoolsFirst FCU (formerly OCTFCU) in 1998. She celebrated her 34-year anni ...[Read More]

3:05 PM Afternoon Refreshment & Opening Networking Break In The Innovation Hub

Take a break, have a cup of coffee and explore the Innovation Hub. This is your home base for refreshments, snacks and chance to check out the latest technology and solutions to streamline your procurement processes and deliver maximum value to your organization.

3:50 PM Champagne Roundtable Discussions

Gina Bleedorn, Executive Director, Adrenaline

Corinne Safford, Senior Retail Vice President, Great Western Bank

Steve Fitts, Co-Founder, Chief Executive Officer, The Fitts Company

Adrien Kirschfink, Global Branch Transformation Lead, Accenture

Arthur Gilmore, President & CEO, Gilmore Group

Steven Esposito, Retail Banking Director, American National Bank

Be sure to join these interactive roundtable sessions and take a deep dive into the specific areas you came to discuss. Opportunities to sit and learn from executives like these do not exist elsewhere. Take control of your own event experience. Don’t be shy! Ask questions (or answer them!) of other conference attendees who are dealing with the same challenges as you.

·· Network with industry peers with very similar challenges, interests and responsibilities
·· Take a deep dive into a niche topic in an intimate and informal setting moderated by a subject matter expert
·· Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 40 minutes

1. Creating a Universal Experience: Empowering the Universal Banker in the Branch Environment
Gina Bleedorn, Executive Director, Adrenaline

2. The Power of CX Councils, Advocate Teams and Working Groups

Corinne Safford, Vice President, Senior Retail Manager, Great West Bank

3. Leveraging CX to Inform Branch Strategy
Steven Esposito, First Vice President -Director of Retail Banking at American National Bank

4. Beyond the Next Generation of Bank Branches
 Arthur Gilmore, Founder, Gilmore Group

5. The Fitts Company Roundtable
Steve Fitts, Co-Founder, Fitts Company

6. Accenture Roundtable
Adrien Kirschfink, Global Branch Transformation Lead, Accenture
Gina Bleedorn
Executive Director
Adrenaline
As Executive Director of Adrenaline, Gina leads Brand Experience Strategy for clients and the agency. Her areas of focus include brand and marketing strategy, retail environments and holistic experience solutions. Adept in both traditional and interactive design, Gina has delivered outstanding brand and environmental solutions for financial institu ...[Read More]

Corinne Safford
Senior Retail Vice President
Great Western Bank

Steve Fitts
Co-Founder, Chief Executive Officer
The Fitts Company
• Steve Fitts, Sr. Co-Founder (with his wife Rosemary Fitts) and Chief Executive Officer of The Fitts Company, Inc. founded in 1998. As Chief Executive Officer, Steve oversees the corporate direction and strategy for FITTS field operations, sales, customer support, consulting, and marketing. With a sharp focus on strategy, leadership, innovation, a ...[Read More]

Adrien Kirschfink
Global Branch Transformation Lead
Accenture
Adrien Kirschfink is Accenture’s Global Branch Transformation Lead. Based in New York, Adrien focuses on helping Accenture’s Banking & Insurance clients in shaping their Distribution Strategy & Transformation infusing Digital Technology into existing capabilities, processes and helping with the behavioral mindset shift of customers and employees. H ...[Read More]

Arthur Gilmore
President & CEO
Gilmore Group
Visionary brand designer Arthur Gilmore has more than 30 years of experience managing major design programs for leading banks around the world. His expertise and cross-industry experience in strategy development, design ideation, big-picture thinking, and design execution has helped bolster numerous companies to higher profitability. Mr. Gilmore ha ...[Read More]

Steven Esposito
Retail Banking Director
American National Bank
Steve Esposito is the First Vice President, Director of Retail of American National Bank headquartered in Omaha, Nebraska. He oversees a network of 39 locations throughout Nebraska, Iowa and Minnesota. He is responsible for driving growth to deliver the breadth of American National Banks’ Retail Line of Business including customer service and loy ...[Read More]

5:10 PM Mexi-Cali Fiesta Opening Reception in the Innovation Hub


6:10 PM End of Main Day One