8:00 am – 5:00 pm | EFTA Board Meeting

4:00 pm | BCX Summit Registration Opens

5:00 pm | Opening Remarks

5:15 pm | Opening Keynote Session

The Future of Consumerism

In this fascinating talk, Doug Stephens will tackle the future of consumerism. He’ll shed light on the key shifts in economics, demographics, technology, and media that are completely transforming the consumer landscape, and the very essence of retail banking.

Who the consumer is, and how, where, and why they use banking channels, is changing rapidly and forever. The way branches look — and how customers interact with them — is constantly in flux. Mobile technology, social media, location-based services, machine-to-machine connection, big data, and a deluge of developing technologies are all conspiring to forever change how we use and deliver financial services.

How do we cope with all these transformations? Doug will share what smart brands are doing to re-imagine their business and capitalize on historic changes.


Doug Stephens
Retail Prophet
view bio

6:15 – 8:15 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


7:00 am | Registration & Breakfast

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.

Geoff Conant | Founder | IA360

  • Sponsored by IA360 Inc.

9:00 am | Refreshment Break

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?

Jim Ensign | Chief Digital Officer | Republic Bank & Trust and MemoryBank
Ed O’Brien | EVP, Research & Strategy | ath Power Consulting

Will Hernandez | Editor | Mobile Payments Today

9:30 am | Breakout Session

Party pix, puppies and kittens: The terrible truth about security

You tell them and tell them and tell them, but there’s always that one person who just has to see the “skydiving kitten — for realz!” How can a financial institution protect consumers from themselves without introducing aggravation and inconvenience into the customer experience? What measures do security experts recommend, and how well are they working?

10:30 am | Refreshment Break

11:00 am | Breakout Session

EMV: Implementation, unintended consequences and alternatives

The final EMV liability shift for U.S. ATMs falls in October. Expect a mad dash to compliance by laggard FIs — and a major migration to web-based operations by criminals using stolen payment card data. How will banks protect their customers against an inevitable spike in online fraud? And when will consumers have a truly secure way to pay for purchases?

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?

Tom Davis | Senior VP, Finance & Technology | CSCU

  • Sponsored by Intel

12:00 pm | Lunch

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.

  • Sponsored by 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?

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

2:00 pm | Refreshment Break

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.

Brad Nolan | Managing Director, Global Product and Marketing | Cardtronics

  • Sponsored by 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?

Kurt Helwig | President & CEO | Electronic Funds Transfer Association

3:30 pm | Refreshment Break

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.

Jean-Pierre Lacroix | President | SLDNXT

  • Sponsored by Nautilus Hyosung

6:30 – 9:30 pm | Awards 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 dinner and awards ceremony.

  • Sponsored by Cineplex Digital Media


7:30 am | Breakfast

8:00 am | General Session

Discovery Hour

Learn about new and innovative financial technologies in this series of eight 10-minute product presentations. Each presenter will have five minutes for an elevator pitch and five minutes for audience Q&A. You’ll see presentations from:

Fujitsu Frontech North America


9:30 am | Refreshment Break

10:00 am | General Session

The Great Debate: Should payments providers adopt a single mobile platform?

Some industry pundits believe that a universal platform is a must for widespread consumer adoption of mobile payments. At the very least, they insist, mobile solutions should share standard features, which individual providers could then add to as desired. Could such an approach stifle innovation — or would it accelerate the growth of mobile payments?

Cherian Abraham | Senior Business Consultant | Experian
Ashish Tajpuria | Emerging Payments & Commerce – Partnerships | Bank of America


11:00 am | Refreshment Break

11:15 am | General Session

We’re not consumers. We’re customers.

In this focus group-style session, we’ll “test” financial services trends with a group of consumers representing a cross-section of the American banking public. This followup to last year’s well-received millennial panel will challenge prevailing assumptions about demographic groups from baby boomers to Gen Z, and might change how you think about service delivery.


12:15 pm | Summit Adjourns

Agenda and speakers are subject to change.


Register two qualified attendees and add a third qualified attendee at no additional cost.

Group Discount

Take Your Team to the Summit
Register two qualified attendees and add a third qualified attendee at no additional cost.


Hotel Reservations

Sofitel Chicago Magnificent Mile
20 E. Chestnut St. Chicago, IL 60611
(312) 324-4000 | 1-877-813-7700
Rate: $255/night | Deadline: 8/28/2017


Sponsorship Opportunities

Sponsoring the Summit will put you in meaningful conversations with executives in your target market. Opportunities are available for almost any budget. Download the Sponsor Prospectus to learn more.


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