Future Branches 2016

November 29 - December 01, 2016

San Diego Marriott La Jolla, CA

+1 (888) 482.6012

Going Customer-Centric: Putting Your Most Valuable Asset First

November 30th, 2016

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Continental Breakfast & Registration in the Innovation Hub

9:00 AM Welcome Remarks

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]

9:05 AM Future Branches Day Two Morning Ice Breaker

Elizabeth Robillard, Event Director, Future Branches

Start off your day with a quick brain teaser or story telling activity led by event director Elizabeth Robillard. Designed to be even more effective than coffee in waking up the brain cells for a full day ahead!
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

Jeffrey Baker, President, CCO, Image4

Jeffrey Baker
President, CCO
Jeff founded Image 4 in 1987 and fills senior leadership and creative roles in the 24-person design and fabrication studio. He is privileged to guide a tremendous team of high capacity, multi-disciplinary creatives who believe that the physical environment should be designed and delivered so as to enhance brand-consumer communication, reduce transa ...[Read More]

9:35 AM Engaging Your Customer Without Transactions: How to Define A Branch Mission Statement

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

After coming to understand their customers and the way they use their branches, banks are taking time to reevaluate their branch mission statement. How the branch needs to relate to customers should harken back to the mission of your company and its values.

·· How do you create a new mission statement to formulate this approach around?
·· Who is involved in making the mission statement? How do you use it?
Doug Sprecher
Senior Branch and ATM Strategy Vice President
First Citizens Bank

9:55 AM Beyond the Next Generation of Bank Branches

Arthur Gilmore, President & CEO, Gilmore Group

The biggest risk in this industry is very quickly becoming not taking one. Many banks are playing it safe, waiting for a competitor to make changes “that work,” then copying those changes for their brand. Younger, nimbler fintech companies are able to capitalize on newer thinking because they are predicated on offering exciting products that inspire customers. Emotion, inspiration, and aspiration will form the gestalt that will bring this industry into the future. The purpose of the branch of the future is to affect awareness, access, and action. What will this look like beyond today’s next generation branches?
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]

10:15 PM Re-imagine, Re-purpose, & Re-train to Optimize your Branch Network

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

As the financial world quickly shifts into the digital age how do you reengineer your branch network to stay relevant and contribute to your omni-channel experience. The power of human connection is still in demand, but so is higher levels of expectations and expertise. Brad Calhoun from First Tech Federal CU will share their transformational journey and how they have repurposed their resources to focus on the traffic that comes in the branch, and the traffic that does not come in.
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]

10:35 PM Q&A With Morning Keynotes

Attendees are encouraged to save all questions for our morning keynotes for this 20 minute session. Speakers will be back up on stage to answer all questions.

10:55 AM Morning Networking Break In The Innovation Hub

11:40 PM PANEL INTERACTIVE: Once More With Feeling! Designing the Layout of Your Branch to Fit Your Brand’s Mood

Dan Mercurio, Head of Consumer Banking, Cambridge Savings Bank

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

Joe Jentgen, Marketing Vice President, Partners 1st Credit Union

Kevin Whitman, Vice President, Integrated Channel Strategy Manager, Fifth Third Bank

The long, high teller counter of traditional branches are being replaced with “pods” where individuals can meet in semi-private spaces with associates. Many banks are taking that a step further and adding a bit of a Starbucks feel to the bank, adding free Wi-Fi and coffee stations to make the bank floor feel like somewhere you want to hang out. Join this session to hear more about how our panelists are answering questions like:

·· How are you best using the space you have to reflect your updated branch goals?
·· How do you keep the identity of your brand present within your updated space while implementing new designs and technology?
· How can you use your actual physical building to market your brand and give people a feel for what you are bringing to the table?
·· How can you keep things comfortable and inviting while still maintaining a futuristic vibe with easy to use tech?
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]

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]

Joe Jentgen
Marketing Vice President
Partners 1st Credit Union

Kevin Whitman
Vice President, Integrated Channel Strategy Manager
Fifth Third Bank

12:35 PM Lunch For All Attendees

1:50 PM Future Branches Benchmarking Study

Please join your peers in filling out a quick survey about your goals and strategy which the Future Branches team will use to create a benchmarking report that will help you better understand where this industry is headed!

2:05 PM The Reinvention of Regions Bank

Stephen Griffin, SR VP Retail Distribution Strategy, Regions

Stephen Griffin
SR VP Retail Distribution Strategy

2:25 PM The Evolution of Branch Design: The Apple Federal Credit Union Story

Sydney Webb, Vice President of Service Delivery, Apple Federal Credit Union

Last year Sydney Webb and the Apple Federal Credit Union team recognized the need for a branch redesign and implemented a more open floor plan in one of their relocated branches. They implemented an all glass design for their staff offices, which has made loan officers more visible to branch visitors. Join this session to hear how Sydney and her team worked through this transformation which not only led to a better look and feel of the branch but also increased loan numbers dramatically!
Sydney Webb
Vice President of Service Delivery
Apple Federal Credit Union

2:45 PM Afternoon Refreshment & Networking Break In The Innovation Hub

3:30 PM Top Challenges Champagne Roundtable Discussions

Using the top challenges submitted by your peers yesterday during our morning ice breaker, these free flow discussions will be your chance to take a deep dive into the specific areas you came to discuss. Our ten table topics will be revealed earlier in the day, during welcome remarks, giving you the rest of the day to pick what your top two challenges are- you will have a chance to participate in two separate discussions and tackle two challenges you face in your role head on. Opportunities like this to sit and learn from your fellow attendees 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. These will be forty minute back to back discussions with five minutes in between to find your next challenge!

5:00 PM Wine Down Wednesday Cocktail Reception

6:00 PM End of Main Day Two