2017 Agenda

8:00 am | General Session

How can trending technologies enhance the customer experience?

The Internet of Things is all the rage these days, but how does it fit into the branch experience? The IoT is just one of the tech trends banks should be monitoring, along with artificial intelligence, chatbots and big data. In the years to come, these technologies could play a leading role in the ever-evolving customer experience.

Speakers:
• Rob Berini | Managing Director | Deloitte, Digital, Financial Services
• Charles Liu | Chief of Branch Transformation, ATM Innovation, and Market Planning | Bank of America
• Milton Santiago | Omni Channel Digital Executive | FinTech Advisors
• Jordan Worth | Sr. Director, Product | IA360

9:30 am | Breakout Session

Mobile Banking: What more can apps do?

Bank of America recently revamped its mobile banking app to make it a more versatile tool for users. New functionalities include nearby rewards, budget tools and a shortcut that allows the user to view account balances without logging in. What more should financial institutions add to their apps to better serve the customer and more clearly differentiate from the competition?

Panelists:
• Jim Ensign | Chief Digital Officer | Republic Bank & Trust and MemoryBank
• Ed O’Brien | EVP, Research & Strategy | ath Power Consulting
• Eric Schaffer, PhD | CEO & Founder | Human Factors International

Moderator:
• Will Hernandez | Editor | Mobile Payments Today

9:30 am | Breakout Session

Tablets: Empowering customers and freeing employees

Digital solutions and touch points help retail banks bring their brand to life in their branch locations—bridging the digital with the physical. The use of tablets in branches, either as self-serve tablets for customers or in the hands of retail bankers, has proliferated. In this session, we’ll look at how tablets in banks can be used to engage customers, provide a more personalized experience, provide on-the-spot assistance, increase efficiencies, and generate cost-savings for branches.

Panelists:
• Mitchell Goss | VP Sales & Operations | Zero-In
• Sergio Magalhães | Director of Branch of the Future Department | Millennium bcp
• Tobi Schneidler | CEO | Bouncepad

Moderator:
• Suzanne Cluckey | Editor | ATMmarketplace.com

11:00 am | Breakout Session

The mobile-first branch

Despite forecasts of its demise, the bank branch is not disappearing. But it is facing a need for radical change. Consumers today are drawn to brick-and-mortar branches that provide an immersive, relationship-driven experience. This session will demonstrate how progressive FIs are integrating mobile and display technologies while incorporating big data analytics and IoT to maximize customer engagement.

Panelists:
• Charles Liu | Chief of Branch Transformation, ATM Innovation, and Market Planning | Bank of America
• Dena Roten | Managing Director of Retail Banking | Citi

Moderator:
• Reginald Jones | Director of Sales and Solutions | Samsung Electronics America

11:00 am | Breakout Session

Playing with the ‘Pays’: Can FIs win at the mobile wallet game?

Citibank surprised industry observers with the introduction of an NFC-enabled mobile wallet for Android devices. Chase took a different route, using QR codes to enable payments on Android and iOS devices. As mobile payments gain traction with consumers, what should FIs do to encourage adoption of their products and ensure a first-rate customer experience?

Panelists:
• Sagar Dalal | SVP, Digital Banking and Innovation | Barclaycard
• Tom Davis | President/COO | CSCU
• Joseph Walent | Associate Director, Customer Interaction Advisory Service | Mercator Advisory Group

Moderator:
• Will Hernandez | Editor | Mobile Payments Today

1:00 pm | Breakout Session

You can lead a horse to water: Acclimating customers to self-service

The banking industry talks about “driving” users to self-service channels. But customers are not cattle and, when treated as such, tend to get huffy and take their business elsewhere. “Acclimating” might be a better term. Learn how smart bankers are easing account holders into self-service channels and earning the added benefit of deeper customer relationships.

Panelists:
• Christie Rice | Worldwide Digital Signage Segment Manager | Intel
• Dave Richardson | Sr. Manager, Fraud & ATM Operations | First National Bank Omaha
• Liam van Beek | Senior Manager of Physical Channel Strategy | BMO Financial Group

Moderator:
• Suzi McNicholas | VP of Marketing | Source Technologies

1:00 pm | Breakout Session

Sharing the sandbox: How fintechs and banks are ‘playing nice’

Traditional FIs are starting to join forces with fintech providers as a strategy for rapidly acquiring digital expertise. For example, last year BBVA bought Holvi, a Finnish banking startup. What should an institution look for in an acquisition? And what is the best way to ensure that a new fintech partner will benefit both the bank and its customers?

Panelists:
• Kent Rawlings | Chief Commercial Officer | nanoPay
• Jason Shoemaker | Head of Credit Card Digital Product | Avant
• Brad Wallace | Principal, Financial Services Digital Advisory | EY

Moderator:
• Gil Luria | Director of Research | D.A. Davidson & Co.

2:30 pm | Breakout Session

Engaging customers through branch transformation and the ATM channel

Branch transformation isn’t any one thing: It’s not universal bankers with digital gadgets; not sleek self-service devices capable of almost any teller function; not IT systems that make everything work like magic. It’s all of these things, all revolving around the customer. Learn how one bank developed a comprehensive transformation strategy and pulled it off beautifully.

Panelists:
• Jay Bernstein | VP, Business Solutions Manager | First Midwest Bank
• Mindy Mercaldo | Managing Director | Citi
• Patricia O’Donnell | Senior Vice President | KeyBank

Moderator:
• Brad Nolan | EVP, Global Product & Marketing | Cardtronics

2:30 pm | Breakout Session

Harmonizing government regulation and customer requirements

The decision by the Office of the Comptroller of the Currency to potentially grant fintech firms a special charter did not sit well with traditional financial institutions. While it might level the playing field for fintechs, it heightens the pressure on banks to implement new technologies without crossing regulatory lines. What’s at stake for banks and their customers?

Panelists:
• Kathy Oldenborg | Director for Payments Systems Risk Policy | Office of the Comptroller of the Currency
• Jacqueline Shinfield | Partner | Blake, Cassels & Graydon LLP

Moderator:
• Kurt Helwig | President & CEO | Electronic Funds Transfer Association

4:00 pm | General Session

Branch Design: Built environments for a new era in banking

The 19th century American architect Louis Sullivan coined the phrase “form follows function.” In the 21st century, Sullivan’s law still governs the built environment. Learn how design professionals are applying it in blueprints for a modern branch that serves not only as a banking establishment, but also sometimes as a community hub, classroom and coffeehouse.

Panelists:
• Cathy dePasquale | Senior Vice President | Flushing Bank
• Jean-Pierre Lacroix | President | SLDNXT
• John W. Smith | CEO | DBSI

Moderator:
• Joe Militello | VP of Engineering | Nautilus Hyosung