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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

Winning With Customers Takes the Right Combination of High Tech and Human Touch: Lessons From Hollywood (and a Top 10 Bank!)

Arijit Roy joined Truist Financial Corporation, the sixth-largest bank in the US, created from the merger of equals between BB&T, and SunTrust. He joined the new organization in 2019 to drive strategy, digital integration, and transformation for the retail division for Truist. Today, in addition to the strategy function within the retail community bank, Arijit also leads deposits, small business banking, and analytics. With 2000+ branches, and award-winning digital capabilities, Truist is looking to continue to grow the number of clients it serves – through a collection of tactics and strategies. Arijit will share some thoughts and lessons learned in how banks can combine the delivery of distinctive customer experience through the right combination of high tech investments, and delivering on the human element of banking.

Speaker:
Arijit Roy | SVP – Head of Strategy, Digital Integration & Transformation for Retail | Truist

KEYNOTE SPEAKER

Arijit Roy
SVP – Head of Strategy, Digital Integration & Transformation for Retail
Truist

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.

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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 | Founding Manager | The Long Group

Win-Win for You and the Consumer: Financial Coaching Automation with a Virtual Coach
Evan Siegel | VP of Financial Services & AI | eGain

How Technology Can Bring Banking to the Underserved
Lamine Zarrad | SVP, Product | ZenBusiness

  • Sponsored by eGain
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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
Kamesh Moola | Senior Vice President Virtual Channels | Barclays
Ratnaker Muditanapally | Director of Digital Product Management, US Digital Sales – Deposits & Cards | BMO Financial Group
Nicky Stump | SVP, Customer Experience & Product Development | Broadway Bank

Moderator:
Soren Bested | Chief Revenue Officer | Agent IQ

  • Sponsored by Agent IQ

9:30 am | 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:
Madhu Reddy | SVP/Chief Information Officer | Republic Bank of Chicago

Moderator:
Heang Chan | CEO & Co-Founder | Prelim

  • Sponsored by Prelim

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:
Maja Neable | CMO, Personal & Business Banking, North America | BMO Financial Group

Moderator:
Jean-Pierre Lacroix | President, Founder | Shikatani Lacroix Design

  • Sponsored by SLD

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

  • Sponsored by ID.me

12:00 pm | Lunch

1:00 pm | Breakout Session

Capturing the Unbanked in the Digital Age

One-fifth of the world’s population is unbanked. Through the introduction of new technologies, financial institutions have begun to eliminate the hurdles that stop people from entering the financial world ­– whether it be lack of trust, onboarding friction, or accessibility. In this session, we will discuss how digital transformation can turn formerly unbanked individuals into valued members of the financial world by increasing financial inclusion and economic growth for all.

Panelists:
Donna Embry | SVP, Global Payments Strategy | Evolve Bank & Trust
Tom Walsh | Account Director | Ekata
Lamine Zarrad | SVP | ZenBusiness

Moderator:
Bradley Cooper | Editor | ATM Marketplace

  • Sponsored by Ekata

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
Brian McEvoy | SVP, Sr. Retail Banking Officer | Webster Five Cents Savings 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:
Jennifer Harrington | President | HATCH
Duane Smith | EVP, Chief Marketing Officer | Atlantic Union Bank

Moderator:
EJ Kritz | EVP, Training & Customer Experience | ath Power Consulting

2:30 pm | Breakout Session

Creating a Seamless and Secure Omni-Channel Experience

Dive into the details of delivering on the next generation of consumer expectations when it comes to banking and payments. From phone to branch and beyond – the way consumers interact with their financial institution is more connected than ever before, creating a unique opportunity for community banks and credit unions. In this session, we’ll cover identities, card issuance, and payments and how to stay ahead of fintechs and traditional competitors alike with a best-in-class omnichannel experience.

Panelists:
Andy Cease | Product Marketing Manager | Entrust

Moderator:
Bradley Cooper | Editor | ATM Marketplace

  • Sponsored by Entrust

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.

Array

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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
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5:00 | Networking Event

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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.

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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
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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.

Panelists:
Gayle Ekstrom | SVP/Business Analysis & Innovation | Republic Bank of Chicago

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11:00 am | Refreshment Break

11:15 am | Closing Keynote

Innovating for Growth in an Era of Change

Speaker:
Alex Sion | Head of Venture Incubation, Global Consumer Banking | Citi Ventures

KEYNOTE SPEAKER

Alex Sion
Head of Venture Incubation, Global Consumer Banking
Citi Ventures

11:15 am | Closing Keynote

Session Topic – Coming Soon!

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12:15 pm | Summit adjourns

Agenda and speakers are subject to change.

TAKE YOUR TEAM TO THE SUMMIT

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