Future Branches 2016

November 29 - December 01, 2016

San Diego Marriott La Jolla, CA

+1 (888) 482.6012

Digitizing Without Dehumanizing: Balancing Future Tech with A High Touch

December 1st 2016

Expand All Sessions [+] Collapse All Sessions [-]

8:20 AM Continental Breakfast & Registration in the Innovation Hub

9:05 AM Welcome Remarks & Chairperson's Opening Address

Elizabeth Robillard, Event Director, Future Branches

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]

9:15 AM Going Completely Virtual: The Coast Federal Credit Union Story

TJ Wyman, Chief Retail Officer, Coastal Federal Credit Union

Several years ago, Coast Federal Credit Union switched from ATMs to virtual teller machines, which have cameras and speakers that connect customers to tellers at an offsite location. This has allowed their branches to go completely teller-less. They remain the only financial services company to have done this successfully. They’ve been able to extend hours due to the offsite tellers and can provide a wide variety of other benefits to customers with this business model. Join this session to hear more about how TJ and his team worked on this unique project and what the successes and feedback has been!
TJ Wyman
Chief Retail Officer
Coastal Federal Credit Union

9:35 AM Moving to ITMs: How American National Bank Made the Switch

Steven Esposito, Retail Banking Director, American National Bank

Automation is the key to the branch of the future. While ATM’s are one facet of that, given that automate easier transactions, there are other more advanced forms of automation that many financial companies are starting to use, like ITM technology and selfservice kiosks that don’t have any employees at them at all. How do you decide what mode of automation your customer needs/wants? Join this session to hear how Steven Esposito and the American National Bank team decided on ITMs and what the process has been like. Talking points witll include:

·· Figuring out how your customers like interacting with you- if aggressive automation won’t appeal to them, what are your best fit options?
·· Is it time for an upgraded ATM? Are you looking at ITM options?
·· Do you have an mix of different technologies or are you sticking with one or now?
·· What are some of the benefits/ drawbacks of making more transactions automated?
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]

9:55 AM PANEL: Avoid Bright Shiny Object Syndrome: Using Technology The Way Your Customer Needs It

Ray Black, EVP Sales and Marketing, Advia Credit Union

Jenni Palocsik, Solutions Marketing Director, Verint

Stephen Griffin, SR VP Retail Distribution Strategy, Regions

Brad Calhoun, Head of Retail, First Tech Federal Credit Union

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

Buying the latest tools doesn’t necessarily mean they are right for your customer-how can you ensure you have an end-game when investing in tech? Learning objectives include: ·· Make sure you understand the needs of your business ·· Taking care to invest in solutions, not gimmicks ·· Investing in things that drive engagement, not just flashy things with no purpose
Ray Black
EVP Sales and Marketing
Advia Credit Union

Jenni Palocsik
Solutions Marketing Director
Jenni joined Verint in 2012, bringing more than 20 years of experience working at banks and technology providers. She is responsible for positioning Verint’s financial services solutions to align with the business needs of enterprise organizations. She is a regular blogger, speaker and frequently engages with industry experts and customers on hot t ...[Read More]

Stephen Griffin
SR VP Retail Distribution Strategy

Brad Calhoun
Head of Retail
First Tech Federal Credit Union
Brad Calhoun is the Head of Retail and Senior Vice President for Mountain View, California-based First Tech Federal Credit Union, one of the largest credit unions in the United States with $9.1 billion in assets. In the past few years, Brad has led First Tech’s branch redesign concept called “branch of the future” to make the environment and experi ...[Read More]

Aser Rodriguez
Managing Director - Retail Strategy & Operations
TD Ameritrade

10:40 AM Morning Refreshment & Networking Break In The Innovation Hub

11:10 AM PANEL: Future Tech Vs. Human Touch in Branch- How Do You Strike the Right Balance?

Mark A Hamid, Vice President, Retail Delivery, Firstlight Federal Credit Union

Dan Mercurio, Head of Consumer Banking, Cambridge Savings Bank

Joseph Vietri, Senior Retail and Independent Branch Network Vice President, Charles Schwab

There’s no question that retailers who embrace technology are seeing an improvement in their customer experience and bottom lines. However, human interaction is still incredibly important to today’s customer. How can you balance advancements in technology and self-service with the human element? Panelists will reveal how they are working to maintain this balance and achieve a personalized, easy and fun experience for their customers.
Mark A Hamid
Vice President, Retail Delivery
Firstlight 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, a ...[Read More]

Dan Mercurio
Head of Consumer Banking
Cambridge Savings Bank
A graduate of Assumption College in Worcester, MA, Dan began his career as a Branch Manager at Fleet Bank in Boston. After learning the fundamentals of banking, he made the move to Wachovia Bank in Charlotte, NC, to pursue various retail management roles. After several years living in the South, he was called back to New England for an opportunity ...[Read More]

Joseph Vietri
Senior Retail and Independent Branch Network Vice President
Charles Schwab
Joe Vietri is head of Schwab’s branch network and acquisition delivery, managing more than 2000 employees in more than 300 branches throughout the country. Joe also heads Schwab’s Independent Branch initiative, designed to expand Schwab’s retail branch footprint through a franchise model in local markets. Prior to this role, Joe served as Chief ...[Read More]

11:55 PM Future Branches Working Groups—Priorities for 2017

During this incredibly interactive session, you will be working together in small groups based on company type to identify a key priority for 2017 and come up with an action plan for how to tackle that priority. The action plans you create will be compiled into a tangible document by the Future Branches team and sent around via email post-event for you to reference once you are back in the office. Join us again in 2017 to share how you’ve progressed with your chosen priority and see the progress of your fellow attendees.

Working Group One: Credit Unions
Working Group Two: Community Banks
Working Group Three: Regional Banks
Working Group Four: National Banks/Global Banks

12:55 PM Lunch For All Attendees

With three days filled with sessions, how can you ensure that you walk away with a few “golden nuggets” to take back to your organization? This session will help synthesize some of the key take-aways and provide you with a customer experience toolkit to implement upon your return to the office.

2:00 PM End of Future Branches 2016. See you next year!