AGENDA
MONDAY // SEPTEMBER 13, 2021
3:00 pm | Registration opens
4:00 pm | Opening Remarks
David Drain | SVP of Events | Networld Media Group
4:10 pm | Opening Keynote
4:10 pm | Opening Keynote
How to Transform Banking from a Simple Transaction to a World-Class Experience
Banking is a transactional business competing in an experiential world. Hear from the Head of Innovation for HSBC share how the industry is shifting from transactions to experiences and learn how innovation and cutting edge technologies have helped HSBC delight and excite their customers when, where and how they choose.
Speaker:
• Jeremy K. Balkin | Head of Innovation | HSBC
- Sponsored by Moxtra
5:00 – 7:00 pm | Registration and Opening Reception
Welcome Reception
Join us for cocktails, hors d’oeuvres and networking with speakers, sponsors and other attendees.
TUESDAY // SEPTEMBER 14, 2021
7:00 am | Registration & Breakfast
8:00 am | General Session
BCX Talks: Inspiration for Banking Executives
In this session, you will hear four 15-minute, thought-provoking talks on hot topics of the day.
PRESENTERS
Digital Banking Revolution: Taking Ownership of Your Digital Roadmap
• Corey LeBlanc | Co-Founder, COO/CTO | Locality Bank io
Using Data Analytics for Tangible, Bottom-Line Results
• Tom Long | Founder & Principal | The Long Group
What CX Teams Need to Know About Digital Security and Fraud Prevention
• Joe Mancini | Senior Vice President, Chief Information Security Officer | Radius Bank
How Technology Can Bring Banking to the Underserved
• Lamine Zarrad | CEO | Joust
- Sponsored by eGain
9:00 am | Refreshment Break
9:30 am | Breakout Session
Designing Your Organization Around Customer Experience
As your organization embarks upon or continues to make a digital transformation, the time is ripe to make an organizational transformation as well. To do this successfully, one must change culturally, taking on a digital and customer-centric mindset. When the customer and their experience is at the center of your organization, all the decisions and strategies can flow from there.
Panelists:
• Don Elliott | VP, Customer Experience | First National Bank of Omaha
• Brianna Elsass | Head of US Digital Channels | BMO Financial Group
• Lori Gull | Vice President | Idaho Central Credit Union
• Kamesh Moola | Senior Vice President Virtual Channels | Barclays
9:30 am | Breakout Session
Using AI and Chatbots to Help Customers Without Alienating Them
The banking industry is increasingly turning to AI and chatbots to ease some of the burden on call center and in-branch customer service staff while providing a more targeted and focused experience that can address the specific needs of each customer. In order to accomplish this, customers must feel comfortable with losing some of their digital privacy and we explore the trade-off.
Panelists:
• Joli Hensley | Digital Channel Manager | Advia Credit Union
• Steve Le Roux | CEO & Founder | Envel
10:30am | Refreshment Break
11:00 am | Breakout Session
From Transactional to Relational: Gaining New Customers and Keeping Them for Life
No matter the age of your organization, there is a constant need and desire to acquire new customers and convert them into lifelong relationships. To do this, one must move from a relationship based on transactions to one based on customer financial wellbeing and advice. In this session, we’ll discuss how to create the right culture and strategy to engage consumers wherever they are in their financial lives.
Panelists:
• Amanda Girardi | AVP, Retail Branching & Member Solutions | Affinity Federal Credit Union
• Ron Guzman | COO & SVP, Operations & Member Relations | Los Angeles Police Federal Credit Union
• Maja Neable | CMO, North American Personal & Business Banking | BMO Financial Group
11:00 am | Breakout Session
Best-in-Class Mobile Banking
As major banks increasingly move from branch-based banking to online and mobile apps, we’re starting to see some separation between true innovators and FIs that may get left behind. A number of FIs are thinking out of the box and become the leading edge of forging a new standard in digital banking.
Panelists:
• Dave Richardson | Senior Manager, Fraud Operations | First National Bank of Omaha
• Stephen Wooters | EVP, CMO, Digital Banking & Payments | Fairfield County Bank
12:00 pm | Lunch
1:00 pm | Breakout Session
From Fintech to Big Tech: Learning From and Partnering With Banking Disruptors
The banking industry is facing a new set of challengers from established Silicon Valley firms entering the banking space, to fintech startups launching mobile banking and investment apps. A growing number of financial institutions are now forming alliances with technology companies to capture part of a growing market that would otherwise bypass traditional banking services.
Panelists:
• Donna Embry | SVP, Global Payments Strategy | Evolve Bank & Trust
1:00 pm | Breakout Session
Branch of the Future: Trends in Branch Design
In recent years, the physical branch has been a hot topic of discussion in the financial services industry. Some FIs have created “branch of the future” concepts, focusing on high-tech and high-touch. Others have opened branches in non-traditional locations while closing some traditional branches in an effort to “right size.” This panel will discuss the branch and ATM physical network strategy in light of the way customers bank today. We’ll also ask: will COVID-19 have a lasting effect on branch design?
Panelists:
• Stephen Griffin | Senior Vice President, Retail Branch Distribution Strategy & Sales, Staffing Analytics | Regions Bank
2:00 pm | Refreshment Break
2:30 pm | Breakout Session
Bringing Your Brand to Life
We’ll speak with three banks that have all recently gone through brand transformation in some way. We’ll discuss what tactics they used in terms of both research and training to help ensure that what was being promoted externally (advertising) was being executed by front-line staff.
Panelists:
• Jill Amato | SVP, Marketing Officer | MountainOne Bank
• Maria Tedesco | President | Atlantic Union Bank
Moderator:
• EJ Kritz | Director of Training | ath Power Consulting
2:30 pm | Breakout Session
3:30 pm | Refreshment Break
4:00 pm | General Session
Discovery Hour
Learn about new and innovative financial technologies in this series of 10-minute product presentations. Each presenter will have five minutes for an elevator pitch and five minutes for audience Q&A.
4:00 pm | General Session
Transforming Branch Transformation
Many elements of branch transformation — universal bankers, banking pods and teller-assisted devices, for example — are now well established. But the picture continues to shift and change as new technologies and customer needs arise. Learn how FIs are tweaking their operating models and what’s coming in the next phase of the branch transformation process.
Panelists:
• Don Elliott | VP, Customer Experience | First National Bank of Omaha
• Stephen Griffin | Sr. VP, Retail Distribution Strategy | Regions Bank
• EJ Kritz | Director, Training Practice | ath Power Consulting
• Chris Manske | SVP, Director of Retail Expansion | U.S. Bank
Moderator:
• Chris Chandler | President & CEO | Perativ
- Sponsored by Perativ
5:00 | Networking Event
5:30 – 7:00 pm | Networking Event
BCX Awards Ceremony & Dinner Party
After a full day of inspiring keynotes and information-packed sessions, relax and recharge while enjoying great food and conversation during the annual BCX awards ceremony and party.
Awards include:
- Best Branch Experience
- Best ATM/Self-Service Experience
- Best Mobile Experience (bank)
- Best Mobile Experience (fintech)
Click here to learn more about the BCX Awards.
WEDNESDAY // SEPTEMBER 15, 2021
7:30 am | Breakfast
8:00 am | General Session
Brain Exchange
The Brain Exchange breaks attendees into small groups to 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:
- ATM/BRANCH STRATEGY
- BUILD VS. BUY
- MOBILE CX
- STAFFING
- TOUCH VS. TECH
9:30 am | Refreshment Break
10:00 am | General Session
Bankers ‘Rapid-fire’ Roundtable
In a fast-paced discussion, a panel of bank executives will share insights and opinions about pressing issues in financial services and their impact on the customer experience.
11:00 am | Refreshment Break
11:15 am | Closing Keynote
11:15 am | Closing Keynote
Session Topic – Coming Soon!
KEYNOTE SPEAKER
Marbue Brown
Head of Customer Experience – Consumer Banking & Wealth Management
JPMorgan Chase
12:15 pm | Summit adjourns
