MONDAY / SEPTEMBER 19, 2016
8:00 am – 5:00 pm | EFTA Board Meeting
4:00 pm | BCX Summit Registration Opens
5:00 pm | Opening Remarks
• Tom Harper | CEO | Networld Media Group
• Nancy Daniels | EVP & COO | Nautilus Hyosung America
5:15 pm | Opening Keynote
Capturing the Hearts and Minds of the Next Generation Consumer
Millennials and other digitally minded consumers are forcing financial institutions to rethink the way they do business. These consumers want to bank when and how it suits them. In this keynote, you will hear how the emphasis on community and being a part of customers’ lives helps develop lasting relationships. Your bank’s retail “stores” can provide an unexpected and memorable customer experience, through its people and its technology innovations, working hand in hand.
- Sponsored by Nautilus Hyosung
6:00 – 8:00 pm
Welcome Reception
Join us on opening night for cocktails and hors d’oeuvres. This is a great opportunity to meet some of our speakers, sponsors and your fellow attendees.
- Sponsored by Nautilus Hyosung
TUESDAY / SEPTEMBER 20, 2016
7:00 am | Registration & Breakfast
8:00 am | General Session
Security and Simplicity in E-transactions: Can Customers Really Have It All?
Consumers love the convenience of digital banking and mobile payments, but remain uneasy about the security of their electronic transactions.
This leaves financial institutions with the hugely difficult task of delivering transaction technologies that are as battle hardened as razor wire — and as easy to use as a butter knife.
Is it possible for your organization to adequately protect its customers, its revenues and its reputation and deliver superior convenience and service? Our multidisciplinary panel of security specialists will tackle this and other questions that go to the heart of the banking customer experience.
Panelists:
• Julie Conroy | Research Director | Aite Group
• TJ Horan | VP, Product Management | FICO
• Charles “Bud” Yanak | Director, Product Management & Partner Development | Fujitsu
Moderator:
• Hyonwoo Shin | CEO | CV Systems
- Sponsored by CV Systems
9:00 am | Refreshment Break
9:30 am | Breakout Session
Help! I’m Not Ready for EMV
The MasterCard liability shift deadline for ATMs — Oct. 21 — is closing in, but by all accounts, the industry has far to go to be ready for its first EMV migration deadline.
The largest financial institutions and independent deployers have enabled their ATMs for chip card transactions, but many smaller deployers have yet to make the transition — and they could have the most to lose from post-migration card fraud.
In this session, we’ll hear from experts across the bankcard, network and ATM deployment worlds about stopgap measures deployers can take to avoid fraud or acquirer shutdown, as well as steps and timelines for achieving EMV compliance with all speed and efficiency.
Panelists:
• Jorge Lemus | VP International Banking Payments | Scotiabank
• Wayne Malone | CEO | Citishare
• Bruce Owens | VP, North America ATM Channel | MasterCard
Moderator:
• David Tente | U.S. Executive Director | ATMIA
- Sponsored by MasterCard
9:30 am | Breakout Session
Can an HCE Wallet Keep Your Customers ‘Within the Walls’?
With third-party mobile wallets becoming more popular, many bank executives believe they must introduce proprietary products in order to maintain customer loyalty and avoid disintermediation.
A mobile wallet using host card emulation is one way to achieve this on Android devices (iPhones use a different technology, the secure element). Earlier concerns about security seem to be resolved; today Visa and MasterCard both support HCE for cloud-based mobile payments.
The question remains whether banks should add a payments feature to their existing mobile banking app or opt for a white-label standalone. This session will present the pros and cons of each approach.
Panelists:
• Cherian Abraham | Senior Business Consultant | Experian
• Hutch Douglas | Senior Director of Mobile Payments | Capital One
• Hans Reisgies | Founder and Chief Technology Officer | Sequent
Moderator:
• Will Hernandez | Editor | Mobile Payments Today
- Sponsored by Arxan
10:30 am | Refreshment Break
11:00 am | Breakout Session
Friction-Free Mobile Banking: The Keys to Creating Irresistible Customer Experiences
The mobile app is fast becoming the banking vehicle of choice — not only for millennials, but also for “fast followers” in the boomer demographic.
If your mobile banking transaction set isn’t friction-free, you can eventually expect a customer loyalty meltdown. Today, remote deposit capture is a “must-have” and features such as biometric login, account opening, appointment scheduling and even mobile payment are in increasing demand.
Discover how you can tune up your mobile offering to meet trending customer expectations.
Panelists:
• Chris Barlow | VP, Mobile Product Manager eBanking | Webster Bank
• Mike Panzarella | SVP of Product | Green Dot
• Shehla Zafar | Global Industry Director for Banking | Kofax from Lexmark
Moderator:
• Sarah Wroble | Account Supervisor | William Mills Agency
- Sponsored by Kofax
11:00 am | Breakout Session
ATMs vs. Self-Service Devices: Similar but Far from the Same
Put differently, all ATMs are self-service devices, but all self-service devices are not ATMs. However there is some confusion about definitions and distinctions between the two.
It doesn’t help that manufacturers and distributors often invent their own terms for devices that perform similar functions.
This session will sort out the differences and provide background on the pros and cons of various machine types; functionality, software, connectivity and security issues; and emerging technology trends that will either make today’s models increasingly useful or ultimately obsolete.
Panelists:
• Nancy Daniels | EVP & COO | Nautilus Hyosung America
• Mackenzie King |Director, Design Research & Insight Translation | Lextant
Moderator:
• Suzanne Cluckey | Editor | ATM Marketplace
- Sponsored by Nautilus Hyosung
12:00 pm | Lunch
1:00 pm | Breakout Session
Omnichannel Service: An All-In Proposition
A multichannel banking model will tolerate silos. But in an omnichannel model, they must be dismantled — hardly a fast or easy proposition.
Omnichannel migration requires the thoughtful development of a coordinated, interdisciplinary, and technology-driven strategy — with assistance from external experts as well as full buy-in from the top brass.
This session will present examples and insights from financial institutions that took on silo-busting projects to create a customer-centric, employee-supported omnichannel experience.
Panelists:
• Sean McCarthy | Global Business Development Executive | IBM Technical Support Services
• Bob Meara | Senior Analyst | Celent
• Pat O’Donnell | Senior Vice President | Key Bank
Moderator:
• Suzanne Cluckey | Editor | ATM Marketplace
- Sponsored by IBM
1:00 pm | Breakout Session
Cardless Cash Access: Why? … And Why Now?
Mobile pre-staging at the ATM has been on the radar for a while, but has only now begun to build momentum.
In 2015, Wintrust and BMO implemented cardless ATM transaction capability network-wide; in 2016, we’ve seen more providers implement mobile pre-staging — or begin to consider it seriously.
This session will look at the real advantages — e.g., speed, security and a better customer experience — and just as real challenges — e.g., mobile malware and lack of interoperability — that accompany a mobile ATM-experience.
Panelists:
• CarrieAnne Cormier | AVP/Retail Operations & Strategy | Avidia Bank
• Justin Dunn | Senior Vice President, Marketing Director | WSFS Bank
• Tom Ormseth | SVP NonCredit Services | Wintrust Financial
Moderator:
• Doug Brown | Senior VP & General Manager | FIS Mobile
- Sponsored by FIS
2:00 pm | Refreshment Break
2:30 pm | Breakout Session
Space Invaders: How New Players Will Rock the Banking World
Over the past few years, an ever-broadening array of tech-based banking alternatives from PayPal to M-Pesa and from mobile wallets to Bankmobile, have attracted the interest and patronage of millennials and others disaffected with fee-based banking services.
We’ll look at these intruders into the traditional retail banking space, and the strategies — involving new technologies, innovative programs and services, and meaningful marketing and branding — that some financial institutions have used to disrupt the disrupters.
Panelists:
• Geoff Conant | Founder | IA360
• Justin Dunn | Senior Vice President, Marketing Director | WSFS Bank
• Josh Goines | General Manager | PayPal
Moderator:
• Glen Sarvady | Managing Principal | 154 Advisors
- Sponsored by IA360
2:30 pm | Breakout Session
Mobile-only Banks: If You Can’t Beat ‘Em, Should You Join ‘Em?
The idea of a mobile-only bank has emerged as a real possibility thanks to the rising popularity of smartphones and the willingness of millennials to embrace nonbank financial services.
Should financial institutions get in on this action, and if so, how? Is it cunning or cannibalism for a large financial institution to create a mobile-only spinoff? Who would this product target? What about customer service and ATM access?
Get firsthand insights from financial service providers that have decided to go the mobile route.
Panelists:
• Keith Bossey | SVP, Consulting, Financial Services | Gfk
• Sergio Chalbaud | Founder | Fintonic
• Hans Reisgies | Founder and Chief Technology Officer | Sequent
Moderator:
• Will Hernandez | Editor | Mobile Payments Today
- Sponsored by Arxan
3:30 pm | Refreshment Break
4:00 pm | General Session
The Fintech Innovation Hour
Watch demonstrations of next-gen technologies coming soon to the financial services industry. You’ll see demos from:
• Nautilus Hyosung
• FIS
• Fujitsu
• Kofax
6:30 – 9:30 pm | Reception & Awards Dinner Party
An Evening at the Art Institute of Chicago
After a full day of inspiring keynotes and information-packed breakouts, relax and recharge with an evening of great food and conversation at one of the city’s most impressive venues — the Art Institute of Chicago in Grant Park.
Stroll through galleries showcasing a world-class collection of Impressionist and Post-Impressionist art in the museum’s permanent collection before sitting down to an excellent dinner and a special awards ceremony for winners of the 2016 BCX awards for excellence, leadership and innovation in consumer financial services.
Buses depart the hotel at 6:00 pm.
WEDNESDAY / SEPTEMBER 21, 2016
7:30 am | Breakfast
8:30 am | General Session
Talks on Excellence, Leadership and Innovation in the banking customer experience
Will Reinvention Wreck the Branch?
In the chatter about omnichannel delivery, digital natives, universal tellers and self-service devices, are we forgetting other, equally important considerations? Are we perhaps revolutionizing the branch experience for millennials only to ruin it for boomers (who, when it’s all said and done, still hold the bulk of the world’s wealth)?
Most bankers are convinced that the branch will always be a key customer service channel. They’re less sure how they’re supposed to create an exceptional experience for new branch users without giving older ones the distinct feeling that they’re being dissed.
In four 15-minute talks, our speakers will explain how it can be done.
Speakers:
• Andrew Aceto | Marketing Sr. Director | NCR Corporation
• Meredith Deen | President | FMSI
• Will Howle | President, U.S. Retail Banking | Citi
• Rachel Rich | VP, Sr. Marketing Manager, Channel Marketing North America | BMO Financial Group
- Sponsored by NCR Corporation
9:30 am | Refreshment Break
9:45 am | General Session
The Great Debate: ‘Is It Time to Kill Cash?’
“Should governments around the world seek to create a cashless society?” Opposing teams will argue this question in a spirited Oxford-style debate.
Position statements and rebuttals will address contentious issues around security, crime, consumer acceptance, and the wisdom of relying on a fintech-dependent store of monetary value, among other topics.
Each team will seek to win over audience members; pre- and post-debate polls will determine whether they’ve succeeded.
Panelists:
Pro-Cash:
• David Dove | President | North American Business Group of Cardtronics
• Mike Lee | CEO | ATMIA
• Dan Littman | Policy Advisor | Federal Reserve Bank of Cleveland
Pro e-payments:
• Dickson Chu | EVP Corp Dev. & Chief Product Officer | Ingo Money
• Darren Easton | Director, Network Engagement | Center for Financial Services Innovation
• Alyssa Arredondo | Director, Financial Vertical | Entrust Datacard
Moderator:
• Kurt Helwig | President & CEO | EFTA
- Sponsored by Cardtronics
10:45 am | Refreshment Break
11:00 am | General Session
The Last Word on BCX: Millennials Speak for Themselves
The banking industry has talked a lot about millennials. Maybe now it’s time to listen.
To this end, we’re bringing in a panel of experts on millennials (i.e., millennials themselves) to speak their mind.
A “town hall” moderator will test our assumptions about what this new generation of young adults really wants from a financial services provider. Expect to be surprised — and to leave this final summit session with plenty to think about on the way home.
Moderator:
• Daniel Van Dyke | Analyst | Javelin Strategy & Research
12:00 pm | Summit Adjourns
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