AGENDA
WEDNESDAY // AUGUST 31, 2022
- Cherryh Cansler | VP of Events | Networld Media Group
Peering Into the Future of Branches
What is the future of bank branches? Will they go the way of the dinosaurs or transform into something else?
In this keynote session, Stephen K. Griffin will share insights into what the future of branches will look like by drawing on his vast experience in the realm of branch management, data management, analytics and more.
- Stephen Griffin | SVP, Director of the Retail Distribution Planning Group | Regions Bank
BCX Talks: Inspiration for Banking Executives
- Reco McCambry | President & CEO | Novae
- Glenn Murray | VP, Payment Services & Sales | Sutton Payments
- Jonas Vernon Ng | COO | Laurel Road
- Tina Pickeral | VP, Sales & Strategy U.S. West/Central Region | Compucom
Sponsored by Compucom
Bankers ‘Rapid-fire’ Roundtable
- Grace Pace | SVP/Digital Bank | Quontic Bank
- Lizzie Pine | VP, Strategy | JPMorgan Chase & Co.
- Max Slobin | VP, Senior Payments Advisor | KeyBank
Moderator:
- Bradley Cooper | Editor | ATM Marketplace
BCX Awards Ceremony & Cocktail Party
After a full day of inspiring keynotes and information-packed sessions, relax and recharge while enjoying a cocktail hour followed by the annual BCX awards ceremony. Awards begin at 6:15 p.m.
Awards include:
- Best Branch Experience
- Best ATM/Self-Service Experience (financial institution)
- Best ATM/Self-Service Experience (vendor)
- Best Digital Solution (financial institution)
- Best Digital Solution (vendor)
- Innovator of the Year
Nominations for the 2022 BCX Awards are now closed. Click here for a description of each award category.
THURSDAY // SEPTEMBER 1, 2022
The 2 Bs: Breakfast, Brain Exchange
Enjoy a satisfying breakfast within a small group of your choice and discuss some of the most pressing issues facing financial institutions today. These informal group discussions allow attendees to learn from one another’s mistakes and successes.
Brain Exchange Topics:
- How to automate banking workflows and CRM with no-code | Sponsored by Creatio
- Is changing consumer behavior impacting your customer experience? | Sponsored by Symend
- Leaning into self-service
- Winning with mobile
Improving Customer Experience With Marketing Automation
Delivering an incredible customer experience does wonders for a bank - increasing customer satisfaction, opening up opportunities for additional business, and getting referrals with positive word-of-mouth. However, many banks struggle to deliver a positive experience in a way that is scaleable.
In this session, panelists will discuss how to use automation to deliver better personalized experiences to customers, from their initial onboarding all the way to turning them into advocates.
- Carol Adkisson | Director of Marketing Operations | Act-On Software
- Anita Brooks | Founder | P4 Power Coaching
- Staci Shedd | Head of Customer Experience & WOW! Employee Engagement Strategy & Support | TD Bank
Moderator:
- Bradley Cooper | Editor | ATM Marketplace
Sponsored by Act-On Software
Fintechs vs Banks: Rivals or Partners?
What really is a bank’s relationship to fintechs? Are they rivals that are fighting over the same customer base, or are they partners who are building a new financial world together?
In this session, banking panelists will discuss what their relationship has been like with fintechs and they will address whether they view these startups as legitimate challengers to traditional banks or as something else entirely.
- Madhu Reddy | SVP/Chief Information Officer | Republic Bank of Chicago
- Dave Richardson | Senior Manager, Fraud Deposit Products | First National Bank of Omaha
- Ryan Tuttle | Senior Consultant | Euromonitor International
Moderator:
- EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience
CX Confidential
Have you ever wanted to improve your customer experience but couldn't figure out where to start?
In this session, bank executives will share tips and tricks on how to improve every level of customer experience from the consumer side to the business side, while examining a variety of services and technologies that can help you along the way.
- Gayle Ekstrom | SVP/Director, Business Analysis & Innovation | Republic Bank of Chicago
- Kelli Griffin | SVP, Head of Experience | Northwest Bank
- Renee Pezzi | SVP, Head of Enterprise Experience | Atlantic Union Bank
Moderator:
- Patricia Diaz | Director of Product Marketing | Relay Network
Sponsored by Relay Network
Delivering an Effective Omnichannel Experience To Boost the Customer’s Experience
Delivering an omnichannel experience is highly important, but many financial institutions struggle with it. Customers want the same quality of experience as they move from one platform to another, and if they don’t get it, they will take their business elsewhere.
Panelists will address how FIs can successfully implement omnichannel experiences that keep up this same standard of experience by finding the right mixture of tools and expertise.
- Michelle Kile | Senior Vice President Retail Banking | bankHometown
- Brian McEvoy | SVP Retail Banking | Webster Five
- Ashley Ross | Client Experience & Retail Client Solutions | Bank of America
Moderator:
- Tom Malta | IAM Expert, Financial Services | Okta
Sponsored by Okta
Discovery Hour & Lunch
Learn about new and innovative financial technologies in this series of 10-minute product presentations. Each presenter will have ten minutes for an elevator pitch and five minutes for audience Q&A.
- Jack Brennan | Senior Account Executive | SigFig
- Bobby Moss | Enterprise Account Executive | Attensi
- Huw Newton-Hill | Head of Attensi US | Attensi
- George Theofilos | SVP Business Development | Powerhouse
Sponsored by Attensi, Powerhouse, SigFig
The Importance of Measuring What Matters
Elevating the importance of experience is part of branch transformational programs. The current environment has challenged the relevancy and value of retail banking channels leading to challenges in validating the ROI. However, delivering the right customer experience in the physical challenges is key through ROX metrics.
- Stephen Griffin | SVP, Director of the Retail Distribution Planning Group | Regions Bank
- EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience
- Sérgio Magalhães | Director of Branch of the Future Department | Millennium bcp
- Staci Shedd | Head of Customer Experience & WOW! Employee Engagement Strategy & Support | TD Bank
Moderator:
- Jean-Pierre Lacroix | President | SLD
Sponsored by SLD
Self-Service Strategies for Success
Are ATMs/ITM’s still a good investment? What do the customers want? Are banks leveraging them for the Crypto Currency revolution?
In this session, you will learn the ins and outs of self-service banking technology and how to utilize it properly by meeting real customer needs.
- Brandi Britton | VP, Self & Assisted Service Channel Manager | Comerica Bank
- Jeff Kaufman | Chief Technical Officer | Jewel Bank
- Jon Moen | SVP, Director of Product | First Bank
- Brenda Pino | VP, Physical Channels Operations | BMO Financial Group
Moderator:
- Brad Browder | CEO | HTx Services, LLC
Sponsored by HTx Services
Building a Better Banking Culture
Learn about how you can transform your banking culture into one that both retains high quality talent and creates brand loyal customers.
- Jill Castilla | President & CEO | Citizens Bank of Edmond
- Casey Christopher | Chief Empowerment Officer | Quontic Bank
- Reco McCambry | President & CEO | Novae
Moderator:
- Bradley Cooper | Editor | ATM Marketplace
The times they are a-changin': Key trends in the payments, banking and ATM Ecosystem
It’s true - payments are becoming increasingly digital and banking is becoming increasingly mobile. These days, consumers around the globe expect their banks to act more like top technology brands than traditional financial institutions. As technology advances and consumer expectations rise, the role of the ATM must evolve as well.
In this session, we will explore some of the key trends in the payments, banking, and ATM industries and discuss the important role of the ATM within the ever-changing ecosystem.
- Clinton Cheng | VP, Global Head of the Visa / PLUS ATM Network | Visa
View 2021 Agenda
